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

  
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  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:06/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 13/08/2024

  Hi Ya ** **,

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

  Thank you,

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

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

  Customer Answer

  Date: 20/08/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

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

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

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

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

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

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

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

  
  Sincerely,
  
  Ya ** Li

  

  Business Response

  Date: 30/08/2024

  Hi Ya ** **,

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

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

  Kind Regards,

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

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

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

   

  Hi ****, 

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

  

  Business Response

  Date: 12/09/2024

  Hi Ya ** Li,

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

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

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

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

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

  Kind Regards,

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

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

  Customer Answer

  Date: 22/09/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

  Hi ****, 

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

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

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

  

  Business Response

  Date: 27/09/2024

  Hi Ya ** **,

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

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

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

  Kind Regards,

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

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

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22097256
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 15/10/2024

  Hi Ya ** Li,

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

  Regards,

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

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

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/08/2024

  Hi ******,

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

  Thank you,

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

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

• Initial Complaint

  Date:02/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/08/2024

  Hi ****,

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

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

  Customer Answer

  Date: 02/08/2024

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

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

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

  

  Business Response

  Date: 02/08/2024

  Hi ****,

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

  Thank you,

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

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

• Initial Complaint

  Date:25/07/2024

  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.

  Hello, my complaint consists of an item that was supposed to be recovered after using an EVO rental vehicle on June 23, 2024. We had an EVO vehicle that, due to internal issues with the application, was unable to start. We had to spend the night in a motel nearby, thanks to a passerby giving our family of 4 a lift to the motel. We would have been stranded as EVO support was unable to assist us with making it back home. Aside from that, the vehicle had to be towed. We told them numerous times that we had expensive items that needed to be recovered ASAP. We contacted them from June 23 to July 1, calling nearly every day. We then received a partial amount of our property and sent an email regarding the other lost items that were missing from the vehicle. After that, they put the vehicle back on the road with our items inside. They then took from July 2 to July 11 to return 2 of the 3 items we listed in our email, the missing item being a Nemo tent. After calling to ask for reimbursement on July 12, we were contacted by a supervisor on July 16. They stated that they were unable to process the reimbursement as it was the fault of ***'s lost & found division. They then stated that they could deduct the price of the lost item (tent) from our towing fees, which we were told during the initial call that we weren't going to be liable for, as it was due to a problem with their app. When recovering the items, they left some inside the vehicle, and then let other riders use it while our stuff was still inside. Due to the inspection not being thorough enough, we had our tent stolen. This is a special situation as we had no way of taking our items with us and with the tow truck, so it was up to EVO to return them to us. I'm hoping we can get the dollar value reimbursed in whatever way they see fit, as this is our family tent.

  

  Business Response

  Date: 25/07/2024

  Hi Alliah,

  Thank you for reaching out and we are sorry to hear about this. We have asked that a member of our Evo leadership team connect with you.

  Kind ************************************************************** *************** **********************

• Initial Complaint

  Date:15/07/2024

  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 am writing to dispute a charge of CAD$86.47 plus a CAD$20 processing fee and GST imposed on my account on July 12, 2024, for allegedly "ending trip in an unauthorized place." This charge is based on incorrect information, and I believe it has been levied in bad faith, thus violating my consumer rights.Firstly, *** claimed that I ended my trip in a private parking lot is factually incorrect. The parking notice was issued at 8:10 PM, while I ended my trip at 8:46 PM, which clearly shows the notice was issued during the trip, not at its end. This discrepancy undermines the legitimacy of EVO's claim that I violated parking policy.Secondly, Evo has directly charged me for allegedly violating parking regulations by using an unauthorized spot, yet they have refused to provide any documentation or proof to validate this claim. It is unacceptable to scapegoat customers for the wrongdoings of a parking partner and to require customers to directly contact the private parking lot firm to so-called "dispute" the charge. Essentially, *** has taken my money and now insists that I prove the charge was made in error. Why should the burden of proof fall on me?Thirdly, by charging me on behalf of a private parking lot companyconfirmed to be a separate entityEvo has bypassed my right to choose how or even if to settle such third-party claims. This action constitutes a deprivation of my rights as a consumer. *** does not have the authority to make decisions on my behalf. Fourthly, the additional $20 "processing fee" charged is unjustifiable as no corresponding service was rendered. This appears to be a punitive fee benefiting both Evo and the private company financially, at the expense of consumers like myself.Given these points, I demand a full refund of all charges related to this incident and a formal apology for the distress and inconvenience caused. I expect Evo to uphold its duty of care to its customers by resolving this matter promptly and fairly.

  

  Business Response

  Date: 15/07/2024

  Hi ******,

  Thank you for reaching out. We will have someone from our Evo team reach out to you to discuss.

  Kind ************************************************************** *************** **********************

• Initial Complaint

  Date:27/06/2024

  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.

  On June 14th I finished an Evo ride, I turned off the engine, locked it up, and made sure that I could see other Evo rides on the app. On Sunday 16th I saw the trip was still running. I called Evo and not only did they charge me $350 for the trip , they charged me an extra $100 for it being unsecured. I went to the vehicle a few minutes later with Evo on the call and confirmed it was completly locked. NOT unsecure. Indeed you could book it 5 seconds after they ended my trip remotely. *** refuses to refund me anything as I've had other trips run long over my 8 years of using their service, but in this case I have evidence the trip was locked and they're still charging me for it. Also, ....sometimes they send an update saying 'your car is running', they'll do this after 5 minutes of a car staying still. This time? 2 days and nothing. Is there no limit to what they can charge me for a fully locked vehicle that is off? Absolute madness.

  

  Business Response

  Date: 27/06/2024

  Hi ****,

  Thank you for reaching out. We will have a leader from our Evo Team connect with you to review your concern.

  Thank you,

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

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

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21912889
  
  I am rejecting this response because: they did not really provide one just said they're looking into it. 

  Here's timeline of events:

  * June 14, Friday 2:10 PM - Started Evo Rental 

  *  June 14, Friday 3:10 PM - Locked Vehicle, Checked Doors, Checked App To See Other Evos, but Trip Was Left Running w/ no Sign

  * June 16, Sunday 9:58 PM - Go to book another rental and see trip is ongoing.  Call Evo and tell them.

  June 16, Sunday 10:00 PM - *** says theyre charging me another $100 on top of the $350 trip charge for 'unsecured vehicle'. I ask them not to do that as Im 2 minutes from the car. They say its too late. 

  June 16, Sunday 10:01 PM - Car is already back and available for rental despite being considered 'unsecured' and charging me $100 for this. 

  June 16, Sunday, 10:05 PM - Reach the car and confirm all the doors / windows were 100% closed / locked. Capture this moment on video as requested by *** representaitve on the phone. Check emails and texts and see no evidence the trip was running. 

  June 16 Sunday 10:46 PM - Email *** with video showing all doors / windows were locked, with screengrab evidence that the *** car went right back to market as soon as they ended the trip. 

  June 19 Wednesday 5:41 PM - *** emails back saying a door was left ajar which is clearly a lie because a) the car went right back to market b) it was fully locked like I caught on video. 

   

   

   

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

  

  Business Response

  Date: 09/07/2024

  Hi ****,

  A leader from our Evo team reached out on July 3 and left a voicemail. As they have not received a response, we are unable to make any adjustments to the billing at this time as this is considered a Member Agreement Violation as the trip was ended without the doors locked. If you would like to discuss this with an Evo leader, please call us at 1-844-EVO-2-EVO. Thank you.

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

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

   

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21912889
  
  I am rejecting this response because:

  * I checked the doors of the **** and all of them were locked. I have this on video checking the doors as EVO asked me to do. 

  * The second EVO ended the trip, it was available- how is that not a locked vehicle? I have screengrabs of this

  * I didn't ask EVO to charge me $100 for calling them. They literally went ahead, ended the trip and said by the way here's another $100 fine. 

  * Exactly how long can EVO charge me endlessly without ever providing me a warning? 3 days? 10 days? 100 days? If I went on vacation for 100 days and never got a notification from EVO would it be fine for them to charge me 15k

  You can email me directly if you have a response but theres a reason Im using BBB to help mediate this matter. 

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

  

  Business Response

  Date: 15/07/2024

  Hi ****,

  A member from our Evo leadership team emailed you this morning to answer your questions directly. 

  Without speaking to your specifc file for privacy reasons, here are some of our EVO guidelines and processes:

   - Evo has a system in place that locks and secures the vehicles for our members after it is left open for some time. As such, when a member checks the vehicle again, the doors are already locked.
  

  - As part of the process of Evo ending the trip, we make another attempt to lock the vehicle if it hasnt been done before ending the trip for the member.
  

  - As per our Member Agreement, we charge an Unsecure Vehicle Fee of $100 when our system finds a rental unlocked. For more info, please visit ***************************************************************************;

  Should you have any further questions, please contact our Evo Team and ask to speak with someone from their leadership team.

  Thank you,

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

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

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21912889
  
  I am rejecting this response because

  The vehicle was locked when I checked at the beginning, the vehicle was locked when I checked at the end (and was available before I even got back to it). I KNOW this. The only time it wasn't was this magic period where you charged me $500 and didnt warn me at all. Completely unethical.   Also unethical to charge people for calling in. 

  If this doesnt work out soon via BBB Ill start a social campaign and go to local media. 

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

  

  Business Response

  Date: 16/07/2024

  Hi ****,
  
  We are sorry to hear this. As per the email from the Evo leadership team, all charges are in accordance with our Evo member agreement which can be found here: ************************************** you would like to discuss these charges further, we encourage you to contact *** and ask to speak to a Evo leader.
  
  Thank you,

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

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

  Customer Answer

  Date: 17/07/2024

   
  Complaint: 21912889
  
  I am rejecting this response because: It doesnt address anything. They take zero accountability for unfair and dishonest behavior. In fact it's a bit sickening. 

  Will now move to public, online forums and seek legal support as needed. Can the BBB step in with their mediation as well?

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

• Initial Complaint

  Date:27/06/2024

  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 cancelled my home insureance on may 16th with bcaa.The employee did not implement said cancellation and I was charged another years worth of home insureance to an address I no longer live at.Upon reaching out and the cancellation going through they said I would receive my refund within 3-5 business days.I did not receive said refund and upon reaching out again I was told their system changed and it would not be deposited until the 24th. Its now the 25th and I still have not received my refund and they are refusing to respond by email telling me to call the 1800 # to which is able to give me a reason why I havent received said refund

  

  Business Response

  Date: 27/06/2024

  Hi ******,

  Thank you for reaching out and I am sorry to hear this. We will have someone from our ************************ connect with you to resolve.

  Thank you,

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

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

  Customer Answer

  Date: 28/06/2024

   
  Better Business Bureau:
  
   ID ********, ******* from bcaa reached out. Was very apologetic and understand about the inconvenience and frustration caused by the situation.

  I have been reimbursed and offered compensation though I did not except as I will no longer be doing business with them for insurance.i

  Sncerely,

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

• Initial Complaint

  Date:12/06/2024

  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.

  I called bcaa for roadside assistance around 7pm and was told it might take some time but a driver was dispatched. I wait until 7:30 and proceed to request roadside assistance again using bcaa app on my phone. 8:00 comes and I call again and was told that my case was flagged as priority after speaking with 2 representatives. I call again and told again that my assistance is on the way. By this time I am quite frustrated as I am travelling with my daughter who is 5 and call a family member who lives in a different city to please come and pick me up.3 days later in the bcaa App on my phone it still says status of on the wayI call BCAA and make a complaint. I also call multiple times to follow up weeks and months after and am told there is a big backlog in customer ********************** and someone will get back to me soon. I also fill out the complaint form online and receive a response that someone will contact me. I dont feel I should pay for an insurance service that does not deliver when needed. This was my first experience with BCAA. It has been almost one year now with still no reply for my request to refund my membership; not only that I was just charged for a renewal!! I want both my initial membership fees refunded as well as the renewal fee that was just charged.

  

  Business Response

  Date: 12/06/2024

  Hi ********,

  Thank you for reaching out and we are so sorry that you have not been contacted regarding your service experience. I have forwarded your concern to our ************************ Team and asked that they reach out to. Please allow 2-3 business days to be contacted.

  Thank you,

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

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

  Customer Answer

  Date: 13/06/2024

   
  Complaint: 21831007
  
  I am rejecting this response because:
  
  I have been waiting a almost an entire year with multiple attempts to resolve and am told someone will contact me but it never happens.  i would just like a refund for my original amount paid and this renewal that was just charged to my card please. 

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

  

  Business Response

  Date: 14/06/2024

  Hi ********,

  I reached out to the ************************ Team for an update. Their Manager has reached out to you by email earlier this morning to apologize for your experience and to confirm your mailing address as they will be refunding your membership premium that was paid.Once they receive your reply to confirm your address, they will order a refund cheque.

  Thank you,

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

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

  Customer Answer

  Date: 15/06/2024

   
  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:26/03/2024

  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.

  My car was towed on Friday March 23, 2024 by BCC via ********** Towing to a repair shop as it had a rear flat tire. Upon removal of my tires on my 2019 ******* , it was noticed that there was a problem with the left front strut area. The mechanic advised me that there was a bend to the hub that created the shock becoming too close to the rim. After new tires were mounted the test drive indicated a rubbing sound. A wheel alignment was completed, but the problem is still there. I am requesting this be fixed by BCAA , damage to my car from the tow. Car was towed by the rear and the front and down low. my car was in perfect condition and was parked for two months as I do not drive it in the winter months. There has been no problems or damage to this area previously. I am sending in pictures from the mechanic. Despite contacting BCAA three times, I have not heard anything back. I kept being told from the road side call centre that someone will get back to me. It has been five days now. There is no email or customer ********************** contact number. This has been very distressing.

  

  Business Response

  Date: 26/03/2024

  Hi ******,

  Thank you for reaching out. We are very sorry to hear this and that there has been a delay in our response. Your concern was forwarded to the ************* *************** and someone will be in touch with you promptly.

  Thank you,

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

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

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

  Customer Answer

  Date: 28/03/2024

  
  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.  Due to further investigation by BCAA I Went back to the tire automotive shop to have the tires re inspected , and it was found that the tires were put on incorrectly. Therefore, the conclusion is, there was no fault by the towing company or BCAA
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of BCAA/*** since ****. I currently hold an RV Plus membership which entitles me to trip interruption coverage. On November 16, my husband and I travelled to *******. In the late afternoon, our car battery went dead. We called for roadside assistance and were told nothing would be available until at least noon the following day. There we were, three hours from home, with two dogs in the car in winter. We booked and paid for a hotel for the night. Later, we were able to find someone who boosted the car and we were able to drive home. I submitted a claim for reimbursement to BCAA but now BCAA is telling us we need a receipt for repairs before they will pay our hotel charge. Obviously, we have no receipt. But we are still out of pocket for the hotel. I feel we are *********** reimbursement because we did experience an interruption to our travel and the overnight wait for roadside assistance is unacceptable.

  

  Business Response

  Date: 12/02/2024

  Hi ******,

  Thank you for reaching out to BCAA and I am sorry to hear that you experienced added frustration during the reimbursement process. I have left you a voicemail and sent an email this afternoon and look forward to connecting.

  Kind Regards,

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

  Manager - Customer Care

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