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 26 locations, listed below.

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• 

  B C A A

  4567 Canada Way Burnaby, BC V5G 4T1

  
• 

  B C A A

  D1 15251 101 Ave Surrey, BC V3R 9V8

  
• 

  B C A A

  501 6 St New Westminster, BC V3L 3B9

  
• 

  B C A A

  1527 Lonsdale Ave North Vancouver, BC V7M 2J2

  
• 

  B C A A

  618 5300 No 3 Rd Richmond, BC V6X 2X9

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/02/2023

  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.

  In August of 2022 I added my daughter as part of a family promotion. The quote stated, that since I was already a client, it would only be an additional few dollars per month making my monthly payments just under $12. At the end of September over $50 was taken out of my bank account, this was after I had contacted them about my daughter not receiving her membership card. In October my monthly payments started coming out at the original price the website had quoted me which was just under $12. I contacted the customer ********************** line, explained it in detail to the agent who had trouble making sense of it as well. It seemed like there was a glitch on the website and she was having trouble trying to sort it out, it seemed my daughter had two memberships but of course still no card. In talking with the agent I explained $50 had been taken from my bank account as a mistake and I wanted that money back. While on the phone with her I canceled my daughters membership to avoid any more confusion. The agent then told me she was too overwhelmed to deal with the issue, that it was causing her anxiety and suggested I contact someone else. I would like to add I was polite and patient, I always am, I have never been verbally abusive to a customer ********************** agent especially since that was a position I held for some years so I know how tough it can be. From there, I took the information into my local BCAA office and spoke with a woman, *********************, who asked me to leave everything with her and she would sort it out. That there had in fact been mistakes made on my account. That was in December. So my daughters card was officially canceled, after it was canceled she received two different membership cards in the mail. I received one new one. No refunds were processed. So, I tried contacting the woman, left phone messages and emailed but received no response. It is not the end of February and I have not received any refund for the error on the part of BCAA.

  

  Business Response

  Date: 27/02/2023

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

  I am sorry to hear this. It does sound very frustrating. We will have someone one from our ************************ look into this and reach out to you to resolve.

  Thank you,

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

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

  Customer Answer

  Date: 17/03/2023

  Regarding complaint ID ******** filed Feb. 24, 2023. 
  
  Customer Care Advocate *************************** did try and contact me, but even after I gave him the hours I was available, he would only call when I stated I wasnt available. I even gave him my cell phone number and still there was no call. 
  I explained to him I have a very busy schedule and did schedule a time with him, giving him my cell number, that was two days ago and havent heard anything. 
  I answered his email, asked him to respond by email but that wasnt addressed at all. Please reopen this complaint until it is resolved and perhaps there is someone else who can contact me? 
  
  Thank you,
  *******************
  ************** 

  

  Business Response

  Date: 17/03/2023

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

  I am sorry that you experienced challenges connecting with us and apologize for the extra frustration it caused you. I reviewed your file with **** and it looks like you were able to resolve this with him on March 14 over the phone. I just received this message this morning so am wondering if there is a delay while the BBB reviews your messages to send over to us. If you do require anything further, please let us know as we are happy to help and appreciate that you provided feedback to us and gave us the opportunity to make this right.

  Thank you,

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

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

• Initial Complaint

  Date:09/02/2023

  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 have been a claims-free customer of BCAA's home insurance policy for 17 years. After becoming suspicious of year-over-year premium increases, I began to receive quotes from other local competitors. I found that the price I had been paying all these years was far out of line with every number I was quoted for similar or better coverage. I called to cancel and was told that $250 was normally levied for a mid-term cancellation but it would be waived as I was clearly dissatisfied with my "BCAA member" and "claims free" discounts I was supposedly benefiting from. I completed the cancellation request form but one of the names was a deceased family member. After much back and forth with BCAA management, I was told that a ** ***** ********** official Death Certificate doesn't meet their standards for proving that someone is deceased. I have a complicated family involving an outside executor, but supposedly the only way out of this policy is having people physically go to the retail storefront across town. This is despite the fact that they made my seasonal home cancellation possible with a well-known online document signing service. I have a stop payment on the account now and they are attempting to intimidate me with an unexplained bill for the remainder of my policy ($1530), despite the fact that I haven't received these services as I am on a monthly plan. The Ombudsperson is useless and refuses to do anything but pass me on to lower level clerks who are powerless in doing anything. This is supposedly a respectable BC institution, but I am convinced that they exist only to abuse and bully customers into grossly high insurance premiums while hoping they don't shop around and find out they have been scammed after 20 years of claims-free payment.

  

  Business Response

  Date: 09/02/2023

  Hi Mr. *******,

  As per our previous response, we are sorry to hear that you remain unsatisfied. Our Customer Care Team Member did try to work with you to cancel the policy as per your request, and all cancellation fees were waived. Regrettably, required documents were not provided. The cancellation letter you are referring to is our legal obligation to advise that your policy is being cancelled. If you would like to re visit cancelling the policy and can provide the additional required information, our Customer Care Team member will be happy to assist.

  Thank you,

  Ruth-**** *******

  Manager, Customer Care - BCAA

   

   

  Customer Answer

  Date: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is a worthless non-response and you know it.  You have not addressed the issue of demanding payment for the remainder of the year.  We obviously both want my policy to be cancelled.  I have submitted the document, you have acknowledged that.  I have the email to prove so.  You chose not to accept a death certificate as proof of someone being dead, although it is a legal certificate from ** ***** **********.  You claim that I have to send people to talk to you in person, yet you cancelled my seasonal policy remotely with ********.  I am done playing games with you.  *** *** ** **** ** ******** **** ** **** *** *** ** ********** **** ***** ********* ********* *** *** ****** ******* **** ***** ******* ***** **** ********* ******** ********* *** ******** *****
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:20/01/2023

  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 the early morning of Dec 24, 2022, there was an *** rental car parked on our driveway. It was not our rental car. We have contacted *** Car Share to have their rental car removed for 5 consecutive days, and the *** rental car is still parked on our driveway. I have read other homeowners complaints about the same issues with *** Car Share which cars parked in private. properties and driveways. Their business model is encouraging this kind of irresponsible behaviour of drivers who disregards of others' personal space for the sake of their own convenience. ***'s lack of action to fix the issue by not removing the car from our driveway also condone to this type of irresponsible behaviour. Their poor business practice is ******* *** *********.

  

  Business Response

  Date: 21/01/2023

  Hi ******,

  Thank you for reaching out. I have forwarded your concern to our *** Management Team and asked for them to connect with you.

   

  Ruth-Anne Fanning

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:13/12/2022

  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.

  Paid last year 162.75 for bcaa membership , for renewal bcaa send me a bill for 231 $ , since I had no claims it is ridiculous to raise the membership around 40 % from one year to another year .
  Membership #
  *** *** ******* *** Thanks for looking into this . **** *****

  

  Business Response

  Date: 15/12/2022

  Hi Mr. ******

  Thank you for your inquiry regarding your memberhsip renewal. I took a look at your account with us and the increase in your membership premium this year. When you joined last year, you received a new membership promotion of $20 which applies to a new membership and not on subsequent renewals. BCAA did adjust our prices this year to help offset the impacts of inflation and increased operating
  costs that are required to fulfill our Membership product and to continue to provide the Best Roadside Assistance to our Members and support communities across British Columbia. Rest assured that as a not-for-profit organization, all Membership dues always go back into providing the best products and services for our Members.

  I will have someone from our Customer Care Department reach out to you to discuss further.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care Department - BCAA

• Initial Complaint

  Date:01/12/2022

  Type:Product 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 November 4th, I requested my home insurance to be cancelled. I was told it would take 5-7 business days to process a refund to my credit card.
  
  On November 10th, I received an email from BCAA requesting additional information. I responded within 30 minutes of the receipt of email with the requested information.
  
  On November 22nd, I contacted the customer support as I had not received my refund. The agent investigated the issue and determined the refund had not been processed. They admitted it was an oversight on their part. I received a confirmation number from the agent and an indication that the refund was processed. But I would have to wait, 5-7 business days to see it on my credit card.
  
  On November 30th, I checked both the pending and authorized transactions on my credit card. No refund was received. I contacted BCAA again and the agent indicated that they needed to follow-up with the accounting department. The BCAA agent contacted the accounting department. The agent called me back and indicated a refund had been processed but would not give a confirmation number or date of processing. While speaking with the agent, I checked my credit card statement again, both the pending and approved transactions online. The credit card does not show a refund. The agent claimed that they have a confirmation number that the refund was processed. They refused to provide, in writing, a copy of the confirmation number or information like the date BCAA completed the refund. The agent claimed the denial was on the basis it is internal information. I have asked for someone with the authority to investigate the lack of refund and ability to process a refund to contact me today. The agent was going to followup with the accounting department again. I have not received a follow-up phone call.
  
  My desired resolution is to receive the agreed apon refund plus refund interest up to the actual confirmed refund date due the delay in processing.

  

  Business Response

  Date: 01/12/2022

  Hi *** ********,

  I am so sorry to hear about the delay in processing the cancellation for your home insurance. You have been more than patient and I understand your frustration. I do see that the refund has been requested and approved by Finance so I will connect with our Finance team for further information and then will reach out to you by end of day.

  Thank you,

  Ruth-Anne F******,

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 02/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution we discussed is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *