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 has 25 locations, listed below.

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  B C A A

  4567 Canada Way Burnaby, BC V5G 4T1

  
• 

  B C A A

  2347 W 41 Ave Vancouver, BC V6M 2A3

  
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  B C A A

  18 1470 Harvey Ave Kelowna, BC V1Y 9K8

  
• 

  B C A A

  596 Baker St Nelson, BC V1L 4H9

  
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  B C A A

  Unit 1 45609 Luckakuck Way Chilliwack, BC V2R 1A3

  

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: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,
  
  ******* *****

• Initial Complaint

  Date:22/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was terminated with no ability to reopen. I was called repeatedly after I questioned an inappropriate charge due to faulty evo software for a car I had not been usining that wouldnt deactivate. The customer ******************** agent was abusive. When I asked to esculate my concern they terminated my account. I depended on *** for work. I had two accounts a personal one and one for work paid and set up via the *****************************************. I was also wrongfully billed for a charge I didnt accrue. I cancelled the charge and then they charged me again and again untill I just gave up. I was forced to leave me job due to the loss of my *** work membership.

  Customer Answer

  Date: 23/11/2024

  Hi! 
  

  so sorry for clarification 

  1. I had a private membership. I made a complaint because the service wasnt working properly and I was overcharged and this happened repeatedly (which I can prove). Because I complained they terminated my account. They also where really inappropriate in several interaction including a leadership member calling me 5xs in the course of 10 minutes while I was working which I explained as high Im with a client in crisis, I cant speak writer now, and what youre doing is harassing.

   

  2. They also cancelled my business membership with ************************. As a social worker I require this service to take clients to appointments. I bill direct from my business account to the ****************. Its remains a private / personal account but its at a discount because its a VCH personal/business account.

  all I want at this time is both my accounts reinstated. I would greatly appreciate your support with this? 
  

  kindly,

   

  Kyle 

   

   

   

   

  

  Business Response

  Date: 25/11/2024

  Hi ****,

  Thank you for your message.
  For privacy and confidentiality reasons, we are unable to discuss the specifics of your case. However, we kindly ask that you refer to our email dated May 8, 2024, which outlines the details of your termination with us.
  We would like to take this opportunity to remind you of our general workplace policies. We maintain a respectful environment and have a zero-tolerance approach toward unacceptable behavior. When such behavior is demonstrated, we take appropriate action, which can include the termination of our relationship with the individual involved.
  Please note that these decisions are not made lightly. Once a termination has occurred, it is permanent, and we will not consider the reactivation of personal or business accounts.

  Thank you,

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

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

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 22590705
  
  I am rejecting this response because:

  1. I receiving harassing calls from Evo senior leadership (5 calls from **** ******* in under 20 minutes, see attached).

  2. Evo hung up on me while I was asking to review a concern. Evo was caught in a lie, in which they charged me for a service I could prove I had not used.

  3. During a phone call with *** I request to escalate my concern, to which they stated I was escalated. This much is a misrepresentation of the truth.
  

  4. *** withheld information necessary for me to complete my billing for the device with my employer.

  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/12/2024

  Hi ****,

  As stated previously, we will respond high level in order to protect your privacy however, we can can state:

  1. I receiving harassing calls from Evo senior leadership (5 calls from **** ******* in under 20 minutes, see attached).

  There was no harassment. Please refer to the documents provided to you which include screenshots of all calls, both outgoing and ingoing between yourself and the ************* Manager with the reasons why a call was attempted.

  
  2. Evo hung up on me while I was asking to review a concern. Evo was caught in a lie, in which they charged me for a service I could prove I had not used.

  Evo has confirmed that the charge was legitimate.

  
  3. During a phone call with *** I request to escalate my concern, to which they stated I was escalated. This much is a misrepresentation of the truth.

  All your concerns were escalated appropriately. *** only comments on a customers behaviour when it is necessary to remind our customers to remain respectful toward the agents assisting them.
  
  4. Evo withheld information necessary for me to complete my billing for the device with my employer.

  All billing and trip details are available through the app up until the point the account is terminated. If you did not receive this information via your Privacy Request, you could have reached out to Evo via the Info or Support inbox. *** routinely provides billing information to members upon request and would have done the same in this case.

  Regards,

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

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

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22590705
  
  I am rejecting this response because:
  

  1. False. As the screen shots clearly articulate. 3 rapid secession missed calls from **** *******. 2 incoming calls from yet again **** *******. Thats 5 calls incoming, from which the final call I respond and I state, Im at work, with a client in crisis and this is harassment.

  
  2. To which you responded by terminated my account by email, preventing me from accessing my account and my billing. It doesnt itemize my billing in the record provided. Further you charged me for the amount for the wrongful charge that as stated in the document you had agreed to remove.

  3. I was on the phone with an *** representative at the car that was said to still be running and active in my name, and then later in a separate call from another representative it was said the car was shut down but the door was left a jar. This is categorically incorrect. I was on the phone with an Evo representative checking the doors, and the status of the car, which was parked, locked, off, and ready for use from another customer. 

  Im quite worried that a false narrative has been circulating. Im asking for honestly and transparency and Im asking for my account to be reopened.

  I will ask that we move forward with the truth.
  

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 11/12/2024

  Hi BBB,

  I have attached a document that was provided to Mr. ***** with his privacy request which shows all incoming and outgoing calls and the reasons why the calls were made.

  I have also attached a summary of Mr. ******* trips taken from Evo as per his request that can be provided to him.

  After careful review of the account and interactions with our team, we stand by our decision to terminate Mr. ******* account. This decision was made due to a violation of our Respectful Workplace Policy, which is essential to maintaining a positive and professional environment for all of our customers and employees.
  
  We take these matters seriously and rarely take this step, however we have a responsibility to ensure that all interactions adhere to our companys standards of conduct. As a result, Mr. ******* account will not be reinstated.

  BCAA considers this matter closed and will not be responding any further.

  Thank you,

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

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

   

  Customer Answer

  Date: 18/12/2024

   
  Complaint: 22590705
  
  I am rejecting this response because:

  
  
  I am rejecting this response because:
  1. I didn't give permission / authorize Evo to share my private information. This is a breach of privacy contract. 
  2. These recordings are interpretations, not recordings, nor are they transcriptions. There is no factual evidence that any disrespect has occurred. There's no medical evidence of behavoural concerns.
  3. Unfortunately, when I politely defended myself, Evo became accessibly punitive: suspending my membership for 7 days, shutting my car off once so that I was trapped inside it in the middle of the road (in danger/ at risk), and trying to make me pay for charges I didn't accrue. 
  4. *** has charged me unlawfully for charges they already agreed to revoke because they agreed that their services (the pilot Bluetooth services had been malfunctioning). 
  5. I'm so sorry to say this, but even now, during this conversation, we have just witnessed Evo Representative **** ******* a. misrepresenting the truth and b. breaching policy by sharing my confidential information.
  6. My apologies, but I feel targeted and bullied, and it would appear that the representative, ****, has become fixated on me. Call me 5x's in under 30 minutes. 
  
  I require a refund for the charges I accrued, as well as my membership reactivated.
  
  
  Sincerely,
  
  

   

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/10/2024

  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.

  On September 3, 2024, I was using Evo Car Share when I was stopped by the police for speeding. The vehicle was impounded for 7 days, even though I do not own the vehicle, and this was my first driving offense. *** is now charging me a Loss of Use fee of $104.99 per day for 7 days, plus additional towing and storage fees, amounting to a total of $1,********* a ********** student relying on student loans and savings, I do not have the means to pay this amount. I emailed Evo on October 1, 2024, to explain my financial hardship and ask for a reduction in fees. *** responded by offering a 12-month payment plan, but this does not alleviate the financial burden as I cannot afford even those monthly payments. I emailed them again today, October 8, 2024, to further request a reduction or waiver of the fees, but they have not offered any additional relief.I raised concerns about the fairness of charging me for the vehicles impoundment, as I do not own the car, and I am disputing the ticket in court. I believe Evo is taking advantage of my vulnerable financial situation, and these fees are excessive and unethical. I would like BBB to review this situation and assist me in finding a fair resolution.

  

  Business Response

  Date: 08/10/2024

  Hi Muskaan,

  Thank you for reaching out. We will have someone from our *** leadership team connect with you.

  Kind Regards,

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

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

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22396826
  
  I am rejecting this response because:

  I have already been in communication with Evo multiple times, and their approach has been passive-aggressive and unhelpful. *** has continually placed the financial burden on me, a ********** student, while threatening to take money directly from my credit card. This behavior feels like an attempt to assert dominance by exploiting power dynamics, rather than offering a fair and compassionate resolution.
  
  BCAA, as a large corporation with significant influence in BC, and as the owner of ***, has the means to address this issue properly. They should be held accountable for their practices and should be able to waive these fees on compassionate grounds. A simple promise that someone from *** leadership will contact me privately is insufficient, as Evos previous responses have been dismissive. I expect more from BCAA, given its monopoly in the market, and I am seeking a genuine solution, not just another private conversation that continues this power imbalance.

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

  

  Business Response

  Date: 09/10/2024

  
  Hi Muskaan,
  
  Thank you for reaching out regarding your recent experience with Evo. We understand that this situation may be frustrating, and we appreciate the opportunity to clarify our position.
  
  While we recognize that fees associated with excessive speeding can be burdensome, its essential to refer to our Evo Membership Agreement, which you accepted on March 25, 2023. As outlined in this agreement, members are responsible for any traffic violations and related charges incurred while using our vehicles.

  We want to highlight a few key points:

  1. Responsibility for Charges: When a member violates traffic laws, such as excessive speedingwhich is defined as driving more than 40 km/h over the speed limitEvo incurs towing and impound fees that must be paid by the member. Other than loss of use fees, these are costs that *** is obligated to cover, and they are subsequently passed down to the member responsible for the infraction. This is a standard practice to ensure accountability.
  2. Previous Fee Waiver: We did waive fees for you in October 2023 due to compassionate grounds. However, such waivers are granted as a one-time gesture and cannot be expected for future incidents.
  3. Traffic Violation Policies: According to the Government of ******, excessive speeding may result in vehicle impoundment, which includes additional fines and charges that you would be responsible for, as detailed in our Member Agreement.

  
  For your reference, here are some resources that outline your responsibilities and the applicable fees:

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

  If you have any further questions or require additional information about your membership, please feel free to reach out to Evo Car Share.
  
  Regards,

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

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

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22396826
  
  I am rejecting this response because:

  Hi ****-****,
  
  Thank you for your detailed response. I understand that I am responsible for traffic violations under the *** Membership Agreement, and I acknowledge the terms that apply. However, my main concern is not about whether I breached traffic laws, but rather the fairness of the fees and the broader context of this situation.
  
  While I recognize that excessive speeding resulted in impoundment, I find it unjust that Evo, a large corporation with significant resources, places the entire financial burden on the member without contesting or negotiating these costs on their behalf. As I mentioned, I am a ********** student, and this financial burden$1,536.60 in total feesis overwhelming. Offering a one-time fee waiver in the past should not negate my current need for compassionate consideration, especially given the severity of the financial hardship this has caused me.
  
  Additionally, I want to emphasize that I do not own the vehicle, and I have been actively disputing the speeding ticket in court. I also sensed potential racial discrimination during the traffic stop, and I believe there are larger factors at play that should be considered here. As a student with no financial safety net, I feel this situation exploits the power dynamics at play, particularly when *** is threatening to automatically withdraw funds from my account.
  
  In the current economic climate, Evo must be aware of the effects these excessive charges have on individuals, especially ********** students like myself. I do not receive any financial support from home and rely entirely on my student loans, so I literally cannot afford this. Charging such a large sum is deeply exploitative given my financial situation.
  
  Im requesting that *** reconsider these additional fees on compassionate grounds and take into account the broader context of my situation. If waiving the fees means I can no longer use Evo in the future, I am willing to accept that, as my priority is avoiding financial ruin.
  
  I hope you will take this into account and find a more reasonable solution.

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

  

  Business Response

  Date: 15/10/2024

  Hi Muskaan,

  I have been in touch with Evo this morning and understand that your concern has been resolved. Please let us know if you require anything further.

  Thank you,

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

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

• Initial Complaint

  Date:03/09/2024

  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.

  On Friday, August 16, 2024, I signed up for a BCAA Go membership online. 2 and a half weeks later, *** still not received the physical card. I tried using the digital/Apple Wallet version of the card at many different merchants and was refused for discounts and they asked for the physical card.I contacted BCAA customer ********************** on August 31, 2024 to either extend my expiry date of this card to when I actually received it (its currently August 15, 2025) or cancel my membership and give a full refund. The customer ********************** rejected both requests and so Im filing a complaint here to start. If complaining here is unsuccessful, I will proceed to small claims court.Committing fraud is unacceptable and comes with serious consequences, like charging for a service and not providing it/unable to use it, and still not extending the expiry date or offering a full refund due to non-fulfilment of contract.

  

  Business Response

  Date: 03/09/2024

  Hi *****,

  Thank you for reaching out and we are sorry to hear that you are not happy with your experience while purchasing a Go membership. Our cards can take up to 14 business days to arrive however, I can understand your frustration that some vendors may not accept a digital card. If you are able to provide us with the retail businesses that would not honour the discount, I will provide this to our ***************************** to look into. I have just left you a voicemail and an email to resolve your concern. After receiving the voicemail and/or email, please let me know how you would like to proceed and we are happy to action your membership accordingly.

  Thank you,

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

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

   

  Customer Answer

  Date: 07/09/2024

   
  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. I received my card, thanks.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/08/2024

  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.

  On Jun.9/2024 myself and my 12 year old son rented two e-bikes from *** during a holiday in ********, **. 10 minutes into our ride one of the bikes stopped working. I called the *** help line. The agent troubleshooted the situation for approx *********************************************************************************************************************** my name and had used my husbands name for the other. This was something that was required as the *** rental system was unable to process 2 bikes under the same account with the same credit card. It was an extremely hot day and was infuriating to have him continue reprimanding me rather than aiding us out of this physically uncomfortable situation. His solution, after all was said and done, was to leave the broken down bike where it had broken down for *** to collect later in the day and for one of us to drive the other bike back to "civilization". I informed the agent that this would be impossible as my son was only 12 and therefore unable to be left abandoned in an unfamiliar remote area~a 30 minute walk back civilization. Contrarily, I was also not ok with sending him off by himself to return the bike in an unknown town leaving me in the ***** to catch up hours later. Due to SAFETY, I informed the agent that we would be leaving both bikes for them to be collected together and myself and my son walked the 30 minutes back to town in the horrible hot weather. To add insult to injury, *** now refuses to refund our bike rental cost for the ONE bike that remained operational as they claim it was still operational. This lacks all common-sense, given the situation. The cost of this rental charge is only $14.95 (inc tax) however, based the morality of the situation, I refuse to pay this. They continue to send me DAILY overdue invoice notices despite my repeated requests for them to stop. I would like *** to do the decent thing and waive this ridiculous charge and stop harassing me about "taking this matter further".

  

  Business Response

  Date: 13/08/2024

  Hi ***,

  We are sorry to hear this. I will forward your concern to the Evo leadership team and request that they connect with you for a resolution.

  Thank you,

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

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

  Customer Answer

  Date: 15/08/2024

   
  Complaint: 22103330
  
  I am rejecting this response because I am doubtful that EVO will actually call me back and effectively fix my issue. If it is anything like the last time the **** Leadership Team" called me back they will only chastise and refuse to do anything about the situation. Until I speak with someone who possesses common sense and basic level of customer ********************** skills at EVO, I will not accept a "we'll call you back" solution. 
  
  All due respect,
  *******************

  

  Business Response

  Date: 20/08/2024

  Hi ***,

  We understand that you have spoken to one of our Evo Team Members and this has been resolved. Thank you for speaking with us and don't hesitate to reach out if you need anything further.

  Thank you,

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

  Manager - ************** **********************

  Customer Answer

  Date: 26/08/2024

   
  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:06/08/2024

  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 was a loyal BCAA member for over ten years, holding both home and auto insurance policies with them. Throughout that time, I never missed a payment.I expected that paying extra for the additional auto coverage recommended by BCAA would provide enhanced protection. Unfortunately, it ended up being a major hassle. After my car was declared a total loss in an accident on October 30, 2023, claiming the insurance was a nightmare. Dealing with BCAA has been a frustrating, stressful, painful, and time-consuming ordeal.Firstly, BCAA's settlement offer email did not provide a replacement vehicle of the same make or the same value as the one I insured. This contradicts both the assurances given by the agent and the terms outlined in the policy.Secondly, BCAA's handling of my claim was far from timely. I had to invest considerable effort and time to reach the adjuster, customer **********************, and the ********************** Ombudsperson. I repeatedly had to follow up with phone calls and emails to address the settlement.I chose to purchase insurance from BCAA because it's a local company. However, the BCAA office didnt take responsibility when internal communication between the local BCAA office and the non-local claims department was lacking. Consequently, I am stuck in a frustrating cycle, being shuffled between the two departments without a resolution. I hope BCAA, the local company, will coordinate with its claim department to provide a fair solution.

  

  Business Response

  Date: 13/08/2024

  Hi Ya ** **,

  Thank you for reaching out. While BCAA sells both ICBC and *** Optional Auto Insurance, the policies and subsequent claims, are handled by either **** or *** Insurance. We understand that your frustration is as a result of government rebates and that your file is currently sitting with the *** Ombudsperson as they underwrite this product. We encourage you to continue working with ***.

  Thank you,

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

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

  Customer Answer

  Date: 20/08/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

  I have been waiting for over two months for the *** Ombudspersons review and have sent follow-up emails to chase this matter. The complaint was filed after I received the final position letter from the Ombudsperson.

  When I was convinced to purchase the policy (replacement cost plus coverage) for my electric car in March 2023 from the BCAA *************** at *********************************************************, I was assured by their agent that I would receive a replacement car of the same model or an indemnity equivalent to the purchase value of my car ($60,287.62) in the event of a total loss. Based on these assurances, I opted for the replacement cost plus coverage and paid an additional premium. However, to my dismay, the settlement offer I received from BCAA did not align with these assurances or the policy terms.

  Firstly, the BCAA agent failed to inform me that Auto Insurance is an underwritten product of ***. Had I known this, I would not have purchased the policy from BCAA because *** is not a local insurance company. I would have chosen a local insurer like ICBC.

  Secondly, government rebates are a crucial aspect of the indemnity. However, the BCAA agent did not disclose that these rebates are not included in the indemnity. Had I known this, I would have avoided purchasing the coverage. It seems unreasonable to buy insurance that prevents me from purchasing the same car. I feel that I was misled and ripped off as a loyal customer. 
  

  Thirdly, the *** adjuster, their manager, and the customer care department all refused to provide me with a replacement vehicle when I requested it. They insisted on offering an indemnity that does not align with the policy. On November 23, 2023, the initial settlement offer from the *** adjuster was solely a cash settlement with no option for vehicle replacement. I disagreed with this settlement because I had insured and paid a premium for a vehicle valued at $60,287.62. Furthermore, after speaking with ******, where I purchased my car, I was informed that $51,287.62 would not be sufficient to purchase a vehicle of the same model that is worth $60,287.62. Consequently, I requested a vehicle replacement instead of a cash settlement over the phone, but my request was denied. I then asked to speak with the adjuster's manager, who reiterated over the phone that only indemnity was available. I pointed out that their offer differed from both the policy terms and the information provided by the BCAA agent at the time of purchase.They advised me to discuss the policy with the BCAA office. However, when I visited the BCAA office, the agent there redirected me to discuss the policy with the adjuster as the BCAA office does not handle claims. After being bounced between the BCAA office and the adjuster, the adjuster then forwarded my claim to the customer care department, where I requested again to be provided with a car because we could not agree on the value of the replacement. This request was denied once more in the email I received from *** in January, 2024.

  Lastly, the *** Ombudsperson did not provide an option for vehicle replacement. Instead, he offered $5,000 less than the car value and declined to adjust the indemnity for inflation. Given that the claim has been ongoing with *** from last year until now, the policy stipulates a 2.5% inflation adjustment. However, the Ombudsperson refused to apply this adjustment when I requested it.

  As I mentioned, handling an Auto claim with BCAA/*** has been a frustrating, stressful, painful, and time-consuming experience. I hope to find a solution soon. 

  
  Sincerely,
  
  Ya ** Li

  

  Business Response

  Date: 30/08/2024

  Hi Ya ** **,

  We are sorry to hear that you reamin unsatisfied with your Claims experience.BCAA has worked closely with CAA Insurance ** of ******* and the Insurance **uncil, and are confident that the matter is being handled appropriately. 

  As the policy is not underwritten by BCAA, we are unable to advise on the Claims settlement or process. Please continue working with CAA Insurance to resolve your claim.

  Kind Regards,

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

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

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

   

  Hi ****, 

  
  I'm still paying the premium to BCAA for the car, which was declared a total loss on October 30, 2023, as requested by BCAAs staff.
  
  **** proposal contradicts both the policy terms and the assurances given by BCAAs staff. Therefore, I dont agree with your statement that *** is handling it appropriately. BCAA cannot dodge its responsibilities regarding the insurance it sells to customers. Since I purchased and paid for the car insurance to BCAA, I will only be dealing with BCAA.
  
  
  Sincerely,
  
  Ya ** Li

  

  Business Response

  Date: 12/09/2024

  Hi Ya ** Li,

  As per an email you were sent on July 12, 2024, by the BCAA Ombudsperson, you were advised that you can cancel your policy with *** Optional Auto.

  The email read, in part: "As there is no longer a requirement for you to continue to insure your vehicle you can cancel the *** policy back to the day after any rental vehicles provided under the claim were returned."

  Please be aware that we are only able to back date cancellations to one year so, if you would like to cancel and receive a back dated refund, you will want to visit a BCAA Service Location or call us at **************, as soon as possible. A BCAA team member will have happy to assist you. I have also added a note to your policy of the same, as did BCAA's Ombudsperson on July 12, 2024.

  While we are sorry that you are not satisfied with the settlement offered by ***, BCAA is unable to adjust or finalize your claim.

  Please refer to the policy wording and your declaration page, which state this: "BCAA Optional Car Insurance is sold through B.C.A.A. Holdings **** dba BCAA Insurance Agency, a licensed insurance agent, and underwrittenby *** Insurance Company. The insurance transaction is between the customer and *** ********************** Company."  You may also refer to the application, which states the following: "The proposed insurance transaction is between you and *** Insurance Company."  As the contract is between yourself and ***, you will need to work with *** to finalize your claim.

  Kind Regards,

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

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

  Customer Answer

  Date: 22/09/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

  Hi ****, 

  As you mentioned, in the BCAA policy wording and the declaration page, please note it also states: B.C.A.A Holdings **** receives commissions from CAA Insurance Company for sales of BCAA Optional Car insurance. This means that BCAA earns profits from selling the policy.

  The BCAA agent who convinced me to purchased the BCAA Optional Car Insurance policy didnt disclose that the policy was not underwritten by BCAA.I didnt know who CAA was until I contacted the BCAA Ombudsperson in July ******* I mentioned before, I wouldnt have bought the policy if I had been informed. Thus, BCAA cant dodge its responsibility to resolve the issue.

  The BCAA agent misled me into buying additional insurance that *** refused to honor as outlined in the policy. I paid extra for coverage against risks that I ultimately didnt receive. I feel that BCAA and CAA conspired to take advantage of me as a loyal customer.
  
  Sincerely,
  
  Ya ** Li

  

  Business Response

  Date: 27/09/2024

  Hi Ya ** **,

  I understand that you are concerned that our team memer did not disclose that the policy was underwritten by ***. Our team members are not required to verbally disclose this to our customers as this is disclosed on the *** Optional Auto Declaration Page, Application, and wordings, all of which are provided at time of sale. 

  As stated in a previous reply, the declaration page and wordings state this: "BCAA Optional Car Insurance is sold through B.C.A.A. Holdings **** dba BCAA Insurance Agency, a licensed insurance agent, and underwrittenby *** Insurance Company. The insurance transaction is between the customer and *** ********************** Company."  You may also refer to the application, which states the following: "The proposed insurance transaction is between you and *** Insurance Company." 

  As you are aware, our governing regulatory body determined that BCAA did not breach any requirements under the Code of Conduct or Financial Institution Act during your interaction with us.

  Kind Regards,

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

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

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

  What you stated is incorrect. When I purchased the car insurance, the BCAA staff did not provide me with the policy wordings at the time of sale. In fact, I received the policy wordings from BCAA's staff via email on November 24, 2023, after I requested them. This request was made because BCAA's adjuster advised me to review the policy with the staff at the BCAA office. I dont know what application you talked about.
  On the Declaration Page, it shows BCAA Optional Car Insurance, not CAA Optional Auto Declaration Page. If your team members dont disclose verbally to customers that the policy is underwritten by ***, how can customers know?
  As stated in a previous reply, the declaration page and wordings state this: "BCAA Optional Car Insurance is sold through *********************************** dba BCAA Insurance Agency, a licensed insurance agent, and underwritten by CAA Insurance Company. The insurance transaction is between the customer and CAA ********************** Company. B.C.A.A Holdings **** receives commissions from CAA Insurance Company for sales of BCAA Optional Car insurance.
  My significant mistake was placing too much trust in BCAA,which led me not to document the promises made by BCAA staff when I was persuaded to purchase the car insurance. Consequently, your governing regulatory body determined that BCAA did not breach any requirements under the Code of Conduct or Financial Institution Act. However, you are aware of that the regulatory body has revised its statement because they discovered that BCAA provided false and misleading information to them.
  My concern is why BCAA agent sold the additional insurance that *** refused to honor as outlined in the policy to the customers. I paid extra for coverage against certain risks, but in the end, I didnt receive that coverage.
  
  Sincerely,
  
  Ya ** Li

  

  Business Response

  Date: 15/10/2024

  Hi Ya ** Li,

  Our wordings are included as a link on your declaration page. Please refer to this statement on your declaration page: "Details of your policy are contained in the policy wording booklet at *************************************************************."
  Please also refer to the email you received, and signed via Docusign on October 5, 2022, when the policy was issued. This email included your full declaration page, application and link to the wordings. These three items together make an insurance contract complete and are all automatically supplied to you in the email you receive when you sign the application. We have a certificate of completion on file that you signed for the new policy on the same day which demonstrates that you acknowledged receiving this email.
  BCAA has also been advised by our regulatory body that this case remains closed and concluded that there was no breach.
  While BCAA sells the *** Optional Auto policy, we have no oversight in the claims handling or decision. As such, BCAA will not be responding to any further inquries.

  Regards,

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

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

• Initial Complaint

  Date:02/08/2024

  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.

  1)On June 30th 2024 BCAA attempted to take annual renewal of services payment. The payment bounced as I had no idea it would be coming out.2)Because the payment bounced, I was charged an *** fee, and overdraft protection in use fee, and compound interest ion both. 3) Because I had not been contacted by BCAA about the upcoming withdrawal, I decided to cancel my membership.4)I was informed by BCAA that failure to renew was subject to a $25 penalty: this is not illuminated in the contract.5) I feel having to pay a penalty for not renewing a service is actually extortion because no service has been rendered. I cannot cancel until I pay that fee. This cannot be legal. I think it is an unfair business practice.6)I contacted BCAA via email to have the fee waived and cancel my subscription. I had already suffered a huge penalty from my bank; insult had been added to injury. In my view, not being notified and then penalized is very poor practice.7)BCAA refused to pay the *** fee my bank levied and I am unable to cancel my account until I pay an unjust penalty for receiving no service. This is ridiculous: my fees and penalties now exceed the cost of renewal. My time and resources have been entirely wasted. 8) BCAA will be attempting to withdraw the full annual renewal amount, with the added $25 penalty, soon. Soon? Am being extorted and inconvenienced?10)My credit rating with the credit union has suffered 11)I requested a copy of the customer contract. They remained unforthcoming and unapologetic, insisting to the last I must pay before I can cancel.12)During this experience I learned that they send out paper bills not emails nor telephone calls. What a waste of our scarce natural resources. So disappointing.13) Both my cell phone number and email address were collected when I signed on for BCAA's services. Why collect this information, and put it in their data base, if the information will not be used to notify me?

  

  Business Response

  Date: 02/08/2024

  Hi ******,

  We are sorry to hear this. BCAA does send out renewal statements by mail prior to membership renewal dates, which also advises of the payment amount and date for the payment withdrawl. We have confirmed that a renewal statement was mailed to you. If members do not wish to renew, we encourage them to contact us prior to the renewal date. We do understand that sometimes these statements get missed and we will have someone from our ************* Team reach out to you to discuss.

  Thank you,

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

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

• Initial Complaint

  Date:02/08/2024

  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.

  I am a member of BCAA and their website states that signing up with particular packages gets you certain things but when you talk to a representative they tell you that policy no longer exists. As well they are two different prices stated.

  

  Business Response

  Date: 02/08/2024

  Hi ****,

  Thank you for reaching out. We will have someone from our ************* Team reach out to you to discuss.

  Kind ************************************************************** ************* - **********************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 22080086
  
  I am rejecting this response because:
  Not rejecting just stating that I had already asked my complaint to be escalated to a manager. 

  The manager did not respond to me. Just had the clerk respond who must have been new. She couldn't respond without reading a script and made incorrect statements.  When I specifically asked about this she said there was nothing BCAA could do. 

  Had i been given proper customer ********************** and proper attention from the manager when i asked for it to be bumped up to a manager this could have all been avoided. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/08/2024

  Hi ****,

  We are sorry to hear this. I checked in with our ************* Team and they have not yet called you so I believe it must have been one of our ************** Team Members. Our ************* Team is a specialized team at *********** that handles our high value escalations and are best suited to handle your concern. I have confirmed that ***** from our team will reach out to you by end of day Tuesday, August 6.

  Thank you,

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

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