Complaints

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

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• 

  AMA

  10310 G A Macdonald Ave Edmonton, AB T6J 6R7

• 

  AMA

  11401 99 St Grande Prairie, AB T8V 2H6

• 

  AMA

  PO Box 8180 Station South Edmonton, AB T6H 5X9

• 

  AMA

  220 Crowfoot Cr NW Calgary, AB T3G 3N5

• 

  AMA

  120 Scenic Drive South Lethbridge, AB T1K 5B7

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:21/04/2025

  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 called AMA for battery service in February *0*5 in the midst of a cold spell. The wait was ** hours. The service was unsuccessful and I was advised the battery was frozen. I asked for it to be replaced. I was not aware of two things - one that this battery was just three years old and still had warranty and * the price increase on battery from AMA was $** which I found out after it was installed. I contacted AMA to discuss these issues and hadno response for weeks do I contacted the supplier Club Assist as my receipts state they warrant the batteries. A few days later I get an email from **** ****** adviing his position and his schedule and that someone will contact me . I received a call from someone at customer service a few days later. The call was disconnected twice and after 10 days of trying to contact them again I am making this complaint. **************** Crystal advised I would receive a credit but the call was disconnected and the details and paperwork were not completed? How long does it take to obtain service No concerns wharsoever for customers and I been one for over *0 years so I decided to file this complaint

  Customer Answer

  Date: 21/04/2025

  Hello After I made this complaint I was contacted by someone at AMA advising I had a ** dollar credit but didn't provide a y paperwork for Co formation of that just hat they'll contact a manager tomorrow to have it processed and it's currently not showing on my account thanks

  Customer Answer

  Date: 23/04/2025

  Hello thanks for the message NO it is not at this time. I originally opened a complaint with them in February and now it's been two months of them failing to contact me and take any action on this. I do not have my credit as advised. I am tired of their lack of concern for their customers .  I don't understand aren't you addressing this 

  Customer Answer

  Date: 23/04/2025

  Hello as of this email AMA has resolved the complaint with me and the file can be closed thanks ********* ******** 

• Initial Complaint

  Date:28/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in an AMA service to boost my car battery on *** Feb and was given a service call on February *** but the service was unsuccessful; the battery couldn't be boosted, so they sent another guy on February 9th for the battery test and found the battery was still useable and charged the battery. My concern at the time was that the battery was unreliable (could be charged one day and couldn't be charged another day) so I asked for a replacement and was told I needed to pay for that, but I told the guy the battery was under warranty (which is a free replacement within * years from the date of purchase in March or May of 2023, I no longer have the receipt) and should be replaced free of charge according to my understanding and also that of the receptionist on the service call but was insisted to pay for the battery so I, not wanting to argue with the guy for fear of my safety, decided to comply with the guy and used my credit card to pay for the replacement battery and ask for a refund afterwards. After that, I called AMA again to ask for a refund and was told that someone would call back within * business days. Finally on February ****, ****** (I don't know the exact spelling) from AMA called back and talked to me, and I gave her all the information she needed and was told that someone from higher-*** would call back without a specific time table. I have waited for * weeks and received no response from the higher-*** or whatever so today I decided to file a complaint with you BBB and hope for a solution before going to court for a settlement.

  Business Response

  Date: 06/03/2025

  Thank you to Mr. **** for giving us an opportunity to respond to his concern.
  
  When Mr. **** called in, our agent informed him that our Service Vehicle Operator would assess the battery and advise if it was eligible for replacement under warranty. Upon testing, our operator found the battery was indeed in good health but needed a charge,likely due to multiple failed start attempts.
  
  He then tested the vehicles charging system, and found it was operating outside of normal limits and overcharging the battery at **** volts. Charging a battery at more than **** volts can cause damage. AMA battery warranties cover manufacturer defects, but they clearly state that they dont apply if the battery is damaged due to overcharging, undercharging, or a faulty electrical system, which was the case here.
  
  Our operator advised Mr. **** that his battery wasnt eligible for a warranty replacement, but Mr. **** chose to purchase a replacement battery anyway.
  
  We value Mr. ***** membership so weve offered to waive his next membership renewal fee. Weve also provided him with $** in AMA reward dollars, which can be used on almost any product or service offered by AMA.

  We hope that this clarifies any confusion about this situation, and we thank Mr. **** for his continued loyalty to AMA.

  Customer Answer

  Date: 07/03/2025

   
  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:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint is regarding the Travel Insurance that AMA sells. I purchased travel insurance from AMA for trip to ******. During that trip, I fell ill and was hospitalized. This resulted in me missing my return flight. Once I returned home, I made a claim for the medical bills and extra expenses including a new flight home. The cost for the medical bills were reimbursed (As they were covered by Alberta Health). The return flight was denied even though it clearly states in the policy that they will cover "The additional cost of your one-way transportation by the most cost-effective itinerary (being the lesser of a one-way fare or change fee on existing tickets) to return to your Canadian province or territory of residence."After 8 months, I am still trying to get a resolution but the insurance adjuster keeps ignoring my calls and emails.I have talked with the insurance representative at AMA and was told that my only recourse was to contact the adjuster Global Excel.I would not recommend purchasing travel insurance from AMA.

  Customer Answer

  Date: 09/12/2024

  To clarify a resolution: I was sold travel insurance from AMA in which I needed to make a claim. I am having a problem getting resolution for that claim. When speaking to AMA, they are taking no responsibility for the policy that they sold me. Since I bought the policy from AMA and not anyone else, I would like AMA to help me get resolution for the claim.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ama stood in line on September 24th to alert them I sold my car and that I want to put plates from the old car on my other car. They said I would get a credit mailed to me which I did receive. But on getting bank statement at the end of October I noticed that they charged me for two cars which they should have charged me for the one and only car that I have because I sold the other car. I called them they told me I was in the line for registry which I told them that the clerk should have alerted me that I should go to another person. They said they can not back track the payment they took out of my bank I believe this to be so unjust I am a senior and every ***** counts. I hope you can help me

• Initial Complaint

  Date:15/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Alberta Motor Association (AMA) membership on October 1, 2024 due to a vehicle breakdown. The advertised membership level I selected (Plus) is advertised as $144/year on AMA's website. When proceeding to checkout, a one-time registration fee of $20.00 is added to the total which is not advertised.After contacting AMA on October 11, 2024 via telephone to request a refund of the $20 fee, they refused, stating that the $20 fee is disclosed in a ****************** link at the very bottom of their website (which it is if you follow the link). However, it is reasonable to assume that most consumers would purchase the membership through the membership section of the website (where the one-time registration fee is not disclosed) as opposed to consulting the terms and condition section hidden at the bottom of the website prior to purchase. As such, I believe this to be an act of drip pricing which is in contravention to the Competition Act as set forth by **************************I am requesting a refund of the $20 one-time registration fee and whatever additional compensation BBB may consider reasonable for the loss of one hour of my time in order to pursue this matter. Thank you for your assistance and consideration in this matter.

• Initial Complaint

  Date:04/09/2024

  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.

  In March of 2024 I purchased driver instruction for my daughter, ***********************. In April, she was contacted by the driving instructor and told to let her know when she completed her modules. Once she finished them, the instructor asked for her availability in May and when this was provided, no ******s were booked in the entire month with her. In June, we went on vacation, when we returned at the end of June, my daughter again let the instructor know her availability which was that she was free all of July and August. One week later, the instructor let her know she had availability at the end of July (literally a month later).For her first ****** in late July, the instructor showed up late and did not make up for the lost time (20 minutes). My daughter then never heard from the instructor again until I complained to AMA at which point the instructor, for some reason, just started booking random times without consulting *** and did not call to apologize or coordinate any ******s. My daughter just started getting 7:00am appointments show up in her calendar with no context. Finally on August 17th, she asked the instructor what was going on and to confirm the days with her.The next day, the instructor sent the dates to her and then on the very first ****** since I complained to AMA, the instructor cancelled due to "back pain" at 6 ******* in the morning via text message. she has since had one more ****** which the instructor again was late for. I have complained to AMA and was told there was nothing they could do other than push me out another 2 months into November. They made no attempt to resolve the issue and I've been waiting coming 7 months now for my daughter to get her driving ******s in. My ideal resolution is a new instructor assigned and to begin from the start with my daughter fresh. This whole experience has been ruined for her.

  Business Response

  Date: 13/09/2024

  We always want to ensure our driving students have a positive experience, so thank you for bringing this to our attention and allowing us the opportunity to respond.
  
  AMA has clear expectations and guidelines for our driving instructors, which unfortunately werent met in this situation. Were speaking with the previous instructor to determine what happened, and well be making any changes necessary to ensure this doesnt happen again.
  
  Its also important that *** can complete her outstanding lessons in a reasonable timeframe. We have been in contact with ********************, and have reassigned **** lessons to one of our senior instructors. Her lessons have already resumed.Well also work with *** and ******************** to schedule make-up lessons, if required. 

  Customer Answer

  Date: 16/09/2024

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

• Initial Complaint

  Date:16/07/2024

  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 received a registered letter and email from AMA Insurance saying they no longer were going to insure as of march 20, 2024. I had never been cancelled before for anything so I went into the branch and asked what it meant. I was told that they were no longer going to insure me. I took the steps to secure a new vehicle insurance provider even though I had been with AMA since the very first day I became a driver. I then noticed that there were still payments being taken From my account for ****** I contacted ama via email and asked them why they were still taking money from me every month because they canceled my coverage as of march 20, 2024. I got a reply saying I had to cancel my insurance in writing. That ticked me off since they were the ones who cancelled me. They kept taking money and I kept trying to explain to them the situation of them cancelling me so I had a new insurance provider. I requested a refund and did not get it, I was then told that they only cancelled part of my insurance?? Huh??? I went into The branch with the initial letter I did Not understand and I did what I was told. Find a new provider since they were refusing to insure me. I have not received a phone call or gotten my money back and they are still taking money every month. Withdrawals that should not of occurred March 20 ****** April 22 ****** May 21 ****** June 20 ****** And based on my attempts since march I have gotten nowhere with this issue so I can only assume in 4 days I will have another ****** taken from my account . Total ****** that I want reimbursed to me.

  Business Response

  Date: 26/07/2024

  Thank you for bringing this to our attention. To
  clarify, Ms. Hounsell’s policy was not cancelled, rather we informed her that
  we would no longer provide Section C physical damage coverage on her vehicle
  due to her claims history. This information was delivered by registered letter,
  voicemail and email. We apologize if the initial communication was unclear that
  her basic coverages would still be in effect. We are reviewing our letters to
  determine if this could be made clearer. 
  
  Since her coverage changes went into
  effect, Ms. Hounsell reached out a number of times to inquire about payments
  still being taken from her account. Each time, an advisor explained the policy
  was still active and outlined the cancellation process. While we are aware of
  Ms. Hounsell’s request, we are legally required to follow the Insurance Act,
  which mandates written confirmation to cancel a policy. This requirement
  ensures we have clear and documented instructions from the policyholder. We
  take our legal responsibility very seriously and won’t cancel a policy without
  clear written direction, which has been explained to Ms. Hounsell on multiple
  occasions.

  We encourage Ms. Hounsell to follow the cancellation
  process as soon as possible. An insurance advisor would be glad to help if she
  requires additional assistance in completing the necessary paperwork.
  Unfortunately as coverage has been in place since March, we are unable to
  backdate the cancellation or offer a refund for the premium collected.

  Thank
  you for allowing us to address any confusion.

  Customer Answer

  Date: 06/08/2024

   
  
  Complaint: 21995491
  
  
  
  I am rejecting this response because:
  

  I stated earlier that I want into the branch and I was told I had to find a new insurance provider. I was told I would not be insured any longer as of march 20th hence the reason why I kept contacting them. I was told this in march so I went ahead and hit a new insurance provider which I can prove. I was informed they cancelled me which is why I kept wrong emails trying to explain this. I can also provide proof of email if necessary. I am a single mother of 3. I can’t just throw money out the window because I was informed improperly and the letter they sent me also sounded like my insurance was cancelled. I was not clear on the letter which is why I went into the Grande Prairie branch with the letter and inquired. Had I been told that it was only partial insurance I would have acted accordingly. I’d like to point out that ama obviously knows sections C insurance is needed when providing insurance on a financed vehicle….so thanks ama for following up and caring about someone who was insured by you since the very first day I got my licence over 20 years by letting me pay needless money out when you know after you denied section c it was impossible for me to be insured by you because of my “financed” vehicle which you had full knowledge of. Thanks for the false information I was given at the branch in Grande Prairie when I went there with my letter cause I didn’t really know what it was and being  told I was cancelled and had to find a new provider. I was emailing them trying to explain ama cancelled me. I honestly cannot afford to lose that money. I’m a single mom of 3 and I was a dedicated customer who never ever even missed a payment In over 20 years….thats just not acceptable. I just want my premium refunded  

   

  
  
  
  Sincerely,
  
  
  
  Gloria Hounsell

  Customer Answer

  Date: 07/10/2024

  They have refunded 75% of my premium 

• Initial Complaint

  Date:19/03/2024

  Type:Sales and Advertising 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.

  Complaint involves Alberta Registry Services, at the St Albert Trail location ************. My husband and myself are in our 70's and have used AMA Registry Services for the past 10+years. A couple of years ago, when we were purchasing registrations, we were offered verbally automatic registration renewal for all our vehicles. We accepted this offer,gave a credit card method of payment and auto-registered all of our vehicles at the office. Currently AMA holds requests for five vehicles belonging to us - 3 cars, a motor home and a motorcycle. The auto-renewal appears to have worked sucessfully since 2022. However, yesterday (March 18, 2024), we were pulled over by the Red Deer police and told that our 2010 SmartCar (********) was not registered for 2023-24 (all our vehicles renew in April of each year). We were then given a ticket for $324. When we got home, we immediately called AMA Registry Services and were diverted to the Registry Services Call Center in Edmonton. We spoke to ***** ******, who then conferred with her colleague *** *******. We told them what had happened and asked for an explanation. (All of our other four vehicles had a current registration for 2023-24). ***** said that the auto renewal didn't go through because someone had changed the name of the Auto Registration from *****, to ***** and ******, without appearing at a Registry Office. We said that we did not recall making such a change; all of our vehicles have always been registered just under my husband's name. We said that even if such a change had been made, why would AMA not contact us? She said they had sent an email on April 21, 2023 advising us and that a phone call (robo) was made if there was no response.We said we had not received an email or a phone call. I called back the next day and spoke to a Team Leader, ****** *. and got no satisfaction. We want a letter, for court, saying that AMA did not do due diligence and was partially responsible for this situation.

  Business Response

  Date: 22/03/2024

  Thanks for the opportunity to respond to Ms. ********’s
  complaint. Our Registries Supervisor contacted her on March 20 to discuss the situation,
  and we provided her with a written statement of what occurred. She can use this
  in court regarding the ticket she received.
  We’ve also updated our processes to ensure one of our agents follows up by
  phone with any member whose auto-renewal is rejected by the Alberta motor
  vehicle system in the future. Ms. ******** was satisfied with these actions.

  Customer Answer

  Date: 22/03/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21456249, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/11/2023

  Type:Delivery 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 August I ordered a personalized plate for my vehicle. After 10 weeks I haven't receive this one. I come back in AMA office ****** * * ********* *** *** ********* to know what's happen.
  It turned out, that an agent (*********), who filled out my file, indicated a wrong address in my dossier. This address doesn't appear in any of my documents. My personalized plate was delivered to a wrong address and wasn't returned. I was obligated to cancel this order.
  Finally, I spend many my personal and business time and can't order the same personalized plate again.
  Nobody from AMA isn't responsible!!!!!!!
  - ***** * ***************** * ******* ******** ***** * **** * *********** ******************** ** **********

  Business Response

  Date: 17/11/2023

  Thanks for the opportunity to respond to Mr. *********’s
  complaint. We’re truly sorry that the wrong mailing address was entered into
  his order for a personalized licence plate and know this was a huge
  disappointment for Mr. *********. We reached out by phone last Friday to
  discuss the possibility of ordering a similar personalized plate, but we
  understand that his heart is set on the original request.
  
  As compensation, we’ve added $100 in AMA Rewards dollars
  to Mr. *********’s account, and we’ll continue checking to see if the original
  plate is returned to Alberta Motor Vehicles. Should that occur, we’ll reach out
  to Mr. *********. Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 21/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20844253, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/07/2023

  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.

  I went on to register my Alberta Identification Card for my student loan on June 16, 2023. I need it to get my Alberta Account verified and I paid $49. When I received it, 2 weeks later and got my account verified about 1 week after, I immediately applied for my student loan and I got a letter from them about one week after the application saying I have issues with my Social Insurance Number. I went to Service Canada and they said there’s no issues with my SIN and they suggested it that it might be my name. I checked my ID and compared it to my mom’s drivers license and there it was! My last name and first name was switched that’s why it is having an error on the student aid website. I went to complain in AMA at the 45 St location and they still charge me $15 when it’s on their end who made the mistake. If I don’t get my student confirmation letter at the end of the month. I will be suing this company in court.

  Business Response

  Date: 21/07/2023

  We’re sorry to hear that ******* *****’s interactions with
  us caused this frustration. On June 16, 2023, ******* ***** came into Calgary
  Main Registry department and requested a government identification card. There
  was an error in the transaction where the first name and last name were
  reversed. On July 12, 2023 ******* came back and names were corrected. During
  both transactions, an acknowledgement form would have been signed by Aleiyah
  confirming information is correct.
  
  We’d like to issue a refund to ******* ***** but
  unfortunately aren’t able to process it using the information provided as their
  name isn’t associated with a membership number in our system. They can reach
  out to ********************** to
  schedule a convenient time to return to the AMA Calgary Main Centre ***** ** *** *** and process the refund.