Business Profile

Insurance Services Office

B C A A

Headquarters

Complaints

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

Customer Complaints Summary

62 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:21/08/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 11 an elderly lady hit my car while she was backing up in a parking lot. I've had to deal with shrugged shoulders that say its 50/50 responsibility. Even though the other driver called **** and told them it was her fault. I should have been warned when I renewed my car insurance and the inexperienced teller had to get help several times and I had to wait (standing) while he struggled. Now I am asking for someone at BCAA to pick up the phone so I can tell them which body shop I chose (and the shop says they cant go forward with out the BCAA information. Today August 20 I am still on hold after more than a n hour and the message keeps saying you'll be answered in 6 minutes, then 8 minutes then 4 and now 2 but its wrong and the constant direction is actually very stressful. Overall I am complaining becuase this should be a simple online function instead of making long time customers suffer a water boarding level of torture for over an hour. Dramatic yes but honestly the voice, the never changing message, the fibs, the crazy music - all very unpleasant. I fully expect to be cutoff soon and Im so angry.
Business Response
Date: 21/08/2025
Hi *****,
Were very sorry to hear about your experience and the frustration youve described. Your *** Optional Auto policy is underwritten by ***, and their Claims Team is responsible for adjusting claims directly. I have shared your concerns with the *** Claims Team and asked that they contact you as soon as possible, as we understand you have not been able to reach your adjuster. They will be best positioned to assist you and guide you through the next steps.
Warm Regards,
****-**** *******
Manager, *************** **********************
Initial Complaint
Date:06/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I received an email from EVO car share in regards to an outstanding balance past due ************************************************************************************************************** I have outstanding balance of two dollars. It was an annual payment for insurance. Because I registered an account last year. I have never used it in their service and never intend to use their service. I was very lucky that I had to switch my credit card so they were not able to charge me. Otherwise I would never find out how big of a scammer they are. I vaguely remember that I was checking out the prices as I was comparing prizes for a possible ski trip, but at the end, I never used any of the car services that I researched on and end up driving using my own vehicle. I cannot believe that a company like that would charge miscellaneous fees from consumers who simply registered. I never received any other notice from them to remind me of the account. They simply charge you without telling you. I would have been charged without knowing if I had not cancel my previous card. Everyone deserves to know this way of unethical practice. Very very **************.
Business Response
Date: 06/08/2025
Hi *** **** ****,
Thank you for reaching out and providing the opportunity to connect with you. I understand that an Evo team member has reached out and removed the charge from your account and that this is now resolved.
For future billing concerns, you can visit us here: ******************** which explains that, to be eligible for insurance as a car share operator, Evo is required to charge an annual fee.
Kind Regards,
****-**** *******
Manager, *************** **********************
Initial Complaint
Date:06/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding a towing charge of $289.13 CAD from Evo Car Share, which I believe was unfairly imposed.On July 22, 2025, I ended an Evo trip and parked the vehicle at the Save-On-Foods parking lot inside *************. The Evo app confirmed the trip ended successfully and generated a bill, which only occurs when a car is parked within the Evo Home Zone.About a week later, I received an invoice stating that the car had been towed for Non Designated Evo Parking. However, I have clear evidence that the location was well inside **************, as shown in the app, and that other Evo cars were also parked in the same area.I emailed Evo with screenshots and explanation, requesting a full cancellation. They responded by refunding only $157.50 as a one-time courtesy, refusing to acknowledge the misleading app information or lack of signage. They claimed that users are still responsible even if within the Home Zone, unless it is designated.However, there were no visible signs, app warnings, or restrictions at the parking spot, and the app allowed me to end the trip without any error.Evos customer ********************** response was dismissive and aggressive, offering no accountability for the confusion caused by the apps zoning.I have attached:Trip summary confirming successful trip end,Towing invoice for $289.13,My dispute email to Evo,Screenshot of app map showing the location inside Home Zone with other Evo cars,Evos reply confirming partial refund only,Im not seeking extra compensation I simply request Evo refund the remaining $131.63, as I followed all visible and in-app rules in good faith.
Business Response
Date: 06/08/2025
Hi **** ***,
Thank you for your inquiry. A member of our *** leadership team has attempted to reach out to you and left you a voicemail to discuss. Please reach out to speak to one of our leaders at your earliest convenience.
Thank you,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 08/08/2025

Complaint: 23697441

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

Sincerely,

**** ***
Business Response
Date: 11/08/2025
Hi Yini,
As requested to provide further responses via the BBB, please find our response and related documentation attached.
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 14/08/2025

Complaint: 23697441

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

Sincerely,
**** ***
Business Response
Date: 22/08/2025
Hi Yini,
Please see our response attached and refer to the previously attached documents to support our response. Kindly note that this will be our final response as we have answered all of your concerns however, our Evo team remains available to speak with you to review our parking resources for clarity moving foward.
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 23/08/2025

Complaint: 23697441

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

Sincerely,

**** ***
Initial Complaint
Date:31/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked my evo at around 4:50 to get to lougheed mall in *******. I parked my car in the parking lot and since it is a zone, I ended my ride. I went in for some shopping a later went to *******. I got an email after about 3 hours that I got a fine of $315 for unauthorised parking. I saw around 4-5 evo cars parked in the same area. I also have photo to prove it. The parking area states that I have maximum 4 hours of parking, so there should be no problem parking my evo. Since they have included the area in a zone and i did not want to pay for a stop over, I ended my trip, with thoughts of booking it again after im done with my business. I would like to complain about this please, thank you.
Business Response
Date: 31/07/2025
Hi Arf,
Thank you for reaching out and we are sorry to hear this.
We will have someone from our Evo team connect with you.
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 31/07/2025

Complaint: 23682113

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

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

Sincerely,

Arf Marediya
Business Response
Date: 31/07/2025
Hi Arf,
As discussed, we appreciate you returning to relocate the vehicle after being notified. While we understand your frustration, the $315 Unauthorized Parking Fee has already been fully refunded as a gesture of goodwill.

That said, Evo members are responsible for ensuring vehicles are parked in approved areas to avoid potential charges, even within public lots with time restrictions.

These requirements are outlined in our Member Terms and Conditions, which you can review here: *************************************************

While we recognize the inconvenience, we will not be offering additional compensation. We encourage you to use ***-approved parking or the Stopover feature in the future to help avoid similar issue.
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 01/08/2025

Better Business Bureau:

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

Sincerely,

Arf Marediya
Initial Complaint
Date:31/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BCAA is my home insurance policy company. Last year's insurance for my home policy is over $6000, (a huge increase from the year before). This year, it is over $10,000, a huge increase, so the insurance increase is doubled over the past 2 years. They usually send letters to renew insurance, this year, never gotten the letters!!! Not too long ago, I gotten a non-payment on my policy for the $10,000 renew! For such a huge amount, and not being notified, I decided not to renewal. Now BCAA say that if you cancel now, there is over $500 penalty. They say I agree to automatic renewal terms! My complain is that for such a huge amount, no calls, no letters, no further notification, just deduct directly from Bank shouldn't even be legal! My family has being with BCAA since early 1980s! Recently auto renews, (as I have other rental units with insurance from BCAA), I have not receive renew notice either! There is no confirmation, just auto deduct.I like to BCAA to remove my "cancellation fee", as I never agree to renewal in the first place!Second they really should put in a policy where rate increases to certain percentage, there should be an automatic contact with the policy holder for confirmation!
Business Response
Date: 31/07/2025

Hi Mr. **************** you for reaching out and sharing your concerns. Were sorry to hear about your recent experience and appreciate you taking the time to bring it to our attention. We understand how upsetting this situation must be, and we want to help. A member of our ************* Team will be in touch with you directly to discuss this further.
Kind Regards,
****-**** *******
Manager, ************* - **********************
Customer Answer
Date: 31/07/2025

Better Business Bureau:

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

Sincerely,

*** ***
Initial Complaint
Date:11/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested cancellation of my BCAA subscription. I do not require ongoing rewards, I have been a member since 2019. Outside the auto renewal date ***** period by only few days (45 day ***** ******** It seems unreasonable, as I have not used any of the services or towing in the last year. Incredibly poor customer experience and loyalty.
Business Response
Date: 13/06/2025
Hi ********,
I have reviewed your file and can confirm that this matter has now been taken care of. While your request to cancel was received just outside the 45-day ***** period for auto-renewals, we understand that these situations can be frustrating.
Although our policy outlines a specific ***** ******* we strive to approach each situation with fairness and flexibility. Im pleased to see that we were able to resolve this issue for you, and I hope this outcome demonstrates our commitment to member satisfaction.
We appreciate your past loyalty and thank you for taking the time to share your feedback.
****-**** *******
Manager, *************** **********************
Initial Complaint
Date:22/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is for the forced, unsolicited, unauthorized auto-renewal of BCAA membership.The BCAA support bot / technicians claim that a renewal notice was sent by post, as I had disabled marketing emails. I never got this notice. I think renewal notice does not qualify as marketing email, and that they should have explicitly confirmed consent before the auto-renewal went *********** they claim that the membership cannot be cancelled mid-year and I owe the full year's membership amount.I want them to refund the entire amount that they have charged me till now back to my bank account.
Business Response
Date: 22/04/2025
Hi Amit,
Thank you for reaching out to us.
Our memberships are purchased on an annual basis, and as part of our process, we send out a renewal reminder 30 days in advance of the membership's expiration. This reminder states that the membership will automatically renew unless we are contacted for any changes or cancellations.
We understand that sometimes circumstances change, and we do allow for backdated cancellations within 45 days after the renewal date, provided that no emergency roadside service has been requested
You can find more information in our terms and conditions here: *************************************************************************************************************************************************************************************************
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 24/04/2025

Complaint: 23225155

I am rejecting this response because: If your consumers don't get the reminder, you are putting them in un-approved financial burden, like in my case.
The only resolution is for you to refund full amount you've charged me till now for this year. And change the auto-renewal policy for everyone to consent / opt-in only.

Sincerely,

**** *****
Business Response
Date: 24/04/2025
Hi Amit,
Thank you for your message. Our memberships are sold on an annual basis, which ensures continued peace of mind by maintaining uninterrupted coverage for our members. Renewal reminder notices are mailed in advance, and we rely on our members to review the mail we send to stay informed about upcoming charges or changes.
We also allow a 45-day window after the renewal date during which members can request a backdated cancellation, as long as no roadside assistance has been used. This grace ****** gives our members time to review their bank or credit card statements and reach out with any unexpected charges, questions or concerns. Since we did not hear from you until six months into the current membership term, we are unfortunately unable to issue a retroactive cancellation or refund. However, we can confirm that your membership has been cancelled effective the end of this current term.
Kind Regards,
****-**** *******
Manager, *************** **********************
Customer Answer
Date: 29/04/2025

Complaint: 23225155

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

Sincerely,

**** *****
Initial Complaint
Date:04/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb.3.2025, I had an accident where my vehicle ended up in a ditch. I called BCAA, who sent a service provider for a tow/recovery. The service provider upon arrival, stated they will not be conducting any recovery operations while there is snow on the road, and will not be attempting a recovery today. They stated they will continue to evaluate conditions in the following days.I have a current premier membership with BCAA, which includes a two-day car replacement policy, subject to terms the vehicle must not be usable, and the rental car must be arranged through BCAA.I called BCAA today (Feb.3.2025) and spoke with ****** to initiate a two-day car replacement, a benefit of my premier membership with BCAA. The agent stated they are unable to provide a two-day car replacement as my vehicle cannot be assessed as "disabled" since the vehicle has yet to be towed. However, BCAA's service provider has refused to attempt to tow/recover the vehicle. The agent stated they can have a supervisor call me back in 72 hours if I am unsatisfied, and cannot assist me further.BCAA has failed to provide the two-day car replacement per the membership agreement, stating they cannot provide a two-day car replacement until my car has been recovered, which BCAA's own service provider has refused to do until the roads are clear which could take days. BCAA has failed to provide any other means of attempting to resolve the issue in a timely fashion, and is leaving me with no option but to make my own arrangements, out of pocket, despite BCAA's obligation to their member. I have been a BCAA member since 2021.
Business Response
Date: 04/02/2025
Hi Mr. ***************** you for reaching out. We are sorry to hear this as it does sound frustrating. We will have someone from our ************* team take a look into this and connect with you.
Kind Regards,
****-**** *******
Manager, BCAA - *************
Initial Complaint
Date:16/01/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went online to see how much more it would be to upgrade to basic BCAA. I never intended or wanted to upgrade. I merely wanted to see what the cost difference would be.Upon doing this somehow the website upgraded me without me ever confirming an upgrade or even entering my credit card number.I never agreed to an increase, I never agreed to finance this increase amount *********** Im told I cant downgrade or cancel my membership and Im stuck with it despite being completely unable to use it because I dont have a car
Business Response
Date: 16/01/2025
Hi ******,
Thank you for reaching out and it was a pleasure speaking with you this morning.
As discussed, I have adjusted your BCAA membership to the Go membership and back dated to the effective date of your membership term. The refund has been applied to your monthly payments for the Go membership so there will be no further payments coming out of your account this year. The remaining refund will be applied to your renewal of your Go membership.
Thank you,
****-**** *******
Manager, *************** **********************
Initial Complaint
Date:30/12/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am wishing to cancel a rental property insurance policy as it is no longer needed. I was given the option to transfer the policy to another property, which is of no use to me, or to pay a fee. I asked what the fee would be and I was told that they couldn't tell me until I cancelled my policy. So I would have to agree to cancel the policy and then pay whatever the "undisclosed fee" is. There is no transparency there and they could literlly charge me whatever fee they like as the are refusing to disclose it.
Business Response
Date: 30/12/2024
Hi ******,
Thank you for reaching out and we are sorry to hear this. We will have someone from our ************* Team connect with you this week and work towards a resolution.
Kind Regards,
****-**** *******
Manager, ************* - **********************
Customer Answer
Date: 30/12/2024

Better Business Bureau:

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

Sincerely,

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

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