Complaints

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

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• 

  B C A A

  4567 Canada Way Burnaby, BC V5G 4T1

  
• 

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

• 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,
  
  *******************