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

59 total complaints in the last 3 years.
18 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:08/02/2024
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 reported a rental vehicle as damaged after ending my trip because the vehicle was making grinding metal sounds as I drove and when applying the brakes. After speaking on the phone to a customer ********************** agent to report the experience, I was told that the vehicle would be removed from the active fleet, and picked up for maintenance. The vehicle then disappeared from the app and was unable to be accessed by myself or any other users. The vehicle was parked in a time restricted area at around 8pm (time restricted 8am-5pm). The vehicle was ticketed at 11:37am the following day, as it had not been picked up. *** has charged my credit card for the value of the ticket, despite my having no access to the vehicle due to it being removed from the fleet and being told that it would be taken in for maintenance. I feel that it is inappropriate and irresponsible to hold a consumer liable for a traffic ticket incurred after said consumer reported potentially life threatening damage to a companys product, at a time when said consumer was restricted from accessing the product (damaged vehicle) as a result of reporting the damages. Not only did I pay to drive their damaged and potentially dangerous vehicle, but after reporting it I was made liable for the vehicle for another 15 hours.
Business Response
Date: 08/02/2024
Hi *******,
Thank you for reaching out. We have received your concern and brought this to the attention of our *** leadership team. Someone from the *** team will connect with you shortly.
Kind Regards,
**********************************
Manager, Customer Care
**********************
Initial Complaint
Date:03/01/2024
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 was involved in an auto accident on Sept 26th 2023 resulting in the total loss of my 2008 ***** ***** Sport. After 2 months the insurance company BCAA determined the car was a total loss. I was offered a vehicle payout below market replacement value. When asked by my adjuster I sent comparable vehicles. The adjuster countered saying I was picking top prices for my assessment evaluation. She offered me $333.00 more and showed what BCAA considered market comparable cars. One was a standard transmission base model with ******* k mine was a sport model with an automatic, ******* k. The other was the same as mine and I thought wow... Unfortunately it had a rebuilt title status. I didn't want that.. BCAA won't insure a rebuilt status car. I'd owned from car from new and it had never been in an accident. I again countered the settlement amount BCAA offered, this time using the BCAA's examples of comparable vehicles as my baseline. I was told no, that was all they'd pay me, unless I wanted to go to arbitration. I was reluctant but said, "* ***** ****** **** ** **** ** ** ****." My adjuster then said, "**** ** ***** *** ***** ** *** ********** ********** *****." I said that sounds good let's try that instead.". Now I can't get hold of anyone and when I call in to the number they gave me, my wait time goes up the longer I wait on the phone and I'm not offered a call back. I called other services of BCAA to try and get through to the escalation department and am told that they'll leave a message and I will receive a call back. but they don't call me back. I have informed and reminded my claims adjuster many times I am off on Wed, Thurs, and Fri and on the rare time I get called back it is on Mon or Tues. I have been a member of BCAA since 2008 and this is my first claim. I have two vehicles and my home insurance with BCAA. I have added my email communication chain. Note: Adjuster ****** did what she could and I appreciate her help.
Business Response
Date: 03/01/2024
Hi ***,
We are sorry to hear about your claims experience. Our Optional Auto Policy is underwritten by *** and it sounds like your adjuster intended to escalate your concern to their Customer Relations Team. I have sent their team an email with your concern and ask that they reach out to you to discuss. ***'s escalation process can be accessed using this link and outlines their escalation process, including the email for the Customer Relations Team, along with how to appeal the claims decision via the *** Ombudsperson: ********************************************************************.
Kind ************************************************************** *************** **********************
Customer Answer
Date: 10/01/2024

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:29/12/2023
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 have purchased what I was lead to believe was a 1 time membership as a gift, 2 years in a row BCAA has used my credit card that they saved to his profile for auto renewal, they have never reached out to me for authorization for these charges and refuse to refund me as they claim this person has to call in and cancel due to privacy laws, yet they are holding my credit card details on file under his membership. I want a refund for the latest charge that I have never approved.
Business Response
Date: 29/12/2023
Hi *****,
Thank you for reaching out and I am confident that I will be able to resolve this for you. I have left you a voicemail and sent you an email with my contact information and look forward to connecting.
Kind ************************************************************** *************** **********************
Customer Answer
Date: 05/01/2024

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:06/12/2023
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.
Hello, My complaint might be different then most. I have a complaint about a roadside assistance with BCAA, and have filled out the necessary forms. The problem is they have not reached out as stated, and it has been 2 months since the incident. I filled out a customer survey requesting to be contacted on September 28, 2023 and still have had no response. I filled out a customer complaint form on October 10, 2023 and was told in the automated email I'd be contacted within 3-5 business days (Case #********). I still have not had a response. On November 5, 2023 I filled out another form regarding recouping cost and was told I'd be contacted with 10 business days. I still have not had a response. Essentially I would just like to be contacted by BCAA but am finding it difficult. I am hoping that BBB is able to put me in contact with someone so we can get this resolved. This might not be the place but the methods I have tried don't seem to be working. Thank you!
Business Response
Date: 06/12/2023
Hi ******,
Thank you for reaching out and we sincerely apologize for the delay in responding to your concern and I can understand your frustration.I have sent a message over to our Automotive Customer Care Team and requested that they reach out to you as soon as possible.
Ruth-Anne F******
Manager, Customer Care - BCAA

Customer Answer
Date: 31/01/2024
The consumer contacted BBB and stated the complaint has been resolved.
Initial Complaint
Date:16/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Supplemental Vehicle Insurance through BCAA in January. I was in an accident in May. It is still not repaired or resolved. It has been easily the worst customer ********************** experience I have had outside of a fast food restaurant. The biggest issue has been just getting a return email or phone call. The dealership complained of not getting approval for a repair for months. Approval was given and only mechanical repairs were done. New mechanical issues and the car was approved as a total loss. Now after being promised a buyout payment over a week ago, I am told the settlement is on hold as they did not know about the repairs done. I have learned that a large part of this delay was due to someone being on Maternity leave and a simple email forwarding system would have fixed it. I now have the dealership blaming BCAA for the delay and BCAA blaming the dealership for delays. In the meantime I had to go out of pocket for rental vehicles and needing to purchase a new vehicle to prevent form losing my job. Finally getting a total loss settlement was going to be some relief. But now because a BCAA employee cannot keep up with what is going on and return a simple phone call when asked, that relief is now delayed yet again. Simple yet effective customer ********************** skills and administrative responsibilities could have prevented so much of this. I have worked in management within the customer ********************** field for many years and currently. I would be discipling my staff for the way this has been handled, if it happened under my control.
Business Response
Date: 16/11/2023
Hi ************,
We are so sorry to hear about your claims experience and it does sound incredibly frustrating. Our Optional Auto polciies are underwritten by CAA Insurance and we will ask that they follow up with you to provide a resolution. We will also have someone from our ************* Team contact you shortly to discuss.
Thank you,
********************************
Manager, ************* - **********************
Customer Answer
Date: 17/11/2023

Complaint: ********

I am rejecting this response because:
I have heard from the customer ********************** representative, and I am awaiting the result before accepting anything.

Sincerely,

*******************
Business Response
Date: 24/11/2023
Hi ************,
Thank you for your response and I am happy to hear that someone from our ************* Team has been in touch and thank you for your patience. Please continue to work with our ************* Team Member and your adjuster as we work towards a resolution.
Thank you,
********************************
Manager, ************* - **********************
Customer Answer
Date: 29/11/2023

Complaint: ********

I am rejecting this response because:
The person I heard from has no authority to make any changes. Just a delay tactic. I am happy to hear from her, she has been empathetic and agrees with my situation, but she is not the one who should be contacting me. All she is able to do is get ignored from the same people not returning my calls and requests for a fair resolution. I am not hearing from an Adjuster or a Claims Manager that has any authority to actually help me get a resolution. It appears BCAA is now processing my claim without my consent, and calling it a resolution. Is the plan to just finish the job and shuffle me off? Then the vehicle is my problem on the dealer's lot?
I have now contacted an Ombudsperson as BCAA has no intent of a fair resolution.
Sincerely,

*******************
Initial Complaint
Date:13/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I decided NOT to do the BCAA Optional car insurance this year. The then too two payments out of my bank anyway for a total of ******. The cheque seem to take a long time so I called and talked with an agent. He could not give me any time frame for my cheque to arrive. I told him i guess ( I mean really who has a choice in the matter) to continue to wait. When I received the cheque I deposited it into my ********* The CHEQUE WAS RETURNED BCAA Canceled the payment. I called today 9:13:23 and talked with an agent that said there system must have had a glitch. He said the would send a new cheque but would not refund me the $7 NSF fee my bank charged. He also stated all the managers were on vacation and there was no one else to talk with and then hung up the phone. WHAT IS WRONG ITH YOU PEOPLE (This is not customer *********************** all I want is my $****** + $7 refunded asap total ($126.50) your mistake should not be my cost to endure. Help me (*****) get what is owed to me.
Business Response
Date: 13/09/2023
Hi *****,
We are sorry to hear this and can understand your frustration. We will have someone from our ************* Team look into this for you and reach out to you to connect with a resolution.
Thank you,
********************************
Manager, ************* - **********************
Initial Complaint
Date:14/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BCAA Travel Insurance was purchased August 17, 2022 and valid for 1 year at a cost of $4799.14 CND. We had a vacation booked for April 11, 2023. My husband had a cardiac related medical issue in January which forced us to cancel the trip on February 10, 2023. The BCAA Cancelation Claim form was filed, and the Claim numbers were received on February 24, 2023. Since Feb. 24, 2023 I have contacted BCAA and the insurance provider over 12 times and keep getting told that the claim is "in progress. On June 14, the Claims Manager stated *** *** ***** ** **** **** *** *** ****** *** ****** ** **** ** *** ** *** ********* *** **** ********* ** *********". Several other claim agents have stated "they don't understand the issue". Since July 5, at the request of the last piece of additional paperwork there has been no reply from BCAA or the insurance provider. The refund should be $2,664.75 USD each (total $5329.50USD)Policy Number: ************************************* - ********** Policy Claim Number: ************************************* - ******* Policy Number: ***************************************** - ********** Policy Claim Number: *****************************************- ******* It is confusing over who we are dealing with as the insurance was purchased and states BCAA Travel Insurance with the BCAA Insurance Company, the documentation has ***** Travel Insurance and the online claim has ****** Insurance with a ******* ******** **** on it. In the uploaded file is the initially requested documentation under Item #2. All of these documents have been provided and any other items they wanted including letter/forms from both *******'s GP and Cardiologist.
Business Response
Date: 14/08/2023
Hi Mrs. ***********,
Thank you for reaching out and we are very sorry to hear about the delay in the claims settlement and apologize for the frustration and time this has taken for you to complete your claim. I have forwarded this to our Travel Claims Management Team and asked that they connect with you to resolve.
Thank you,
********************************
Manager, *************** **********************
Customer Answer
Date: 15/08/2023

Complaint: ********

I am rejecting this response because: I have been given we are sorry for your inconvenience and we will have someone look into this immediately and have someone get back to you we cant understand why this has not been resolved yetthese statements have been ongoing for a few months!

Sincerely,

*****************************************
Business Response
Date: 15/08/2023
Hi ***************************,
I have touched base with our Travel Claims Manager this afternoon to follow up and they advised that our Travel Claims Partner reached out to you earlier today and will be expediting the claim to resolution. BCAA will be working closely with our Claims Partner during this process and, once again, apologize for letting you down and will be working to rebuild your trust.
Warm Ruth-Anne F******
Manager, Customer Care - BCAA
Customer Answer
Date: 16/08/2023

Complaint: ********

I am rejecting this response because: I received a call from *****, ***** representative, on August 15th and she is now looking into the matter and will be in touch either Thursday, August 17th or Monday, August 21st. which we were pleased with.
Today, August 16th., we received a email from the insurance Company stating that the process takes approximately over 6 weeks to complete, once all paper work is in (which could mean another month) and to us, that is not acceptable since this has been ongoing since February.
Therefore, with this conflicting information, we are not willing to accept their resolution as yet. Once we have been given the exact time that we will be getting our money back, then we will say OK. Thank you for your help.

Sincerely,

*****************************************
Business Response
Date: 24/08/2023
Hi Mrs. ***********,
We do apologize that you received the email in error which added to your frustration. We understand that our Claims Partner has contacted you to advise that your claim is processed and have are issuing a cheque for your claim.
We, again, apologize for your claims experience and thank you for reaching out to give us the opportunity to work with our Claims Partner for a resolution.
Thank you,
********************************
Manager, Customer Care
**********************
Customer Answer
Date: 12/12/2023
The consumer contacted BBB and stated the complaint has been resolved.
Initial Complaint
Date:03/08/2023
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 locked out of my account and no longer have access to services.I received emails indicating that my payment had not gone through and that I should attempt to resolve this issue by amending my payment information.When attempting to login to the site, my login information is not recognized. I attempted to do a password reset, and it says my account information is not recognized. When I tried to sign up, it does not recognize my BCAA number as valid. When I called the help line, they told me to sign up through the website and were unable to troubleshoot why the website does not allow me to sign up.I no longer have access to any information about my account with ********************** and cannot sign up with the online portal or update my payment information.I therefore asked BCAA call representatives to cancel my account, which they said they were unable to do so as the membership automatically renewed for a 1 year term. I did not receive any notice from BCAA that it auto renews for 1 year term nor was it explicitly explained to me that I cannot cancel it. I explained that I have been out of the country and no longer own the car that I initially signed up with and BCAA indicated that they would continue to attempt to charge me, even when I do not have access to the services or any means of updating payment information. I asked for information on how to process a complaint, and was informed that not having access to services is not a valid complaint.
Business Response
Date: 04/08/2023
Hi *******,
Thank you for reaching out and we are sorry to hear about your frustration trying to access your account and your request to cancel your membership. Our memberships are sold on an annual basis and I do see that you were mailed a membership renewal statement on April 23/23 which, in part, does advise that the membership will renew and continue on monthly payments as per your previous payment method. That being said, we do recognize that you feel that you were not made aware of the renewal so our ************************ has approved a back dated cancellation to your June renewal date and have requested a refund cheque for the monthly payments you have made so far to the address on file. Please allow for ***** days in order for the refund cheque to be received.
We are sorry to see you go and hope to see you again in the future.
********************************
Manager, Customer Care
**********************
Customer Answer
Date: 04/08/2023

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:26/07/2023
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.
On July 25th, 2023 I was traveling with my fianc and my son to drop my fianc off for work. Our car's engine completely failed, causing us to very nearly wind up in an accident. This terrifying incident caused my son to have an asthma attack which required immediate treatment from a hospital.I didn't consider that my BCAA membership, for MY car, went with me when I went with my son to emergency for his attack.I sent a request in the app somewhere around 4 pm. It was received and the already disappointing wait time of two entire hours popped up. I continued to be with my son.The first tow driver (outsourced from ******************) came and, despite hearing that I had to go with my son to emergency, takes on an irrational dislike of my fianc, is rude to him right out of the gate, and does not take him. I call BCAA back, distraught that they would do this. They send another expedited request. The last driver gets it and dismisses it without doing anything but calling my fianc. At 9:30 I call again and get the same agent who is floored that this happened. She sends a request for a different driver.At 10:15 pm a different driver finally shows up. My fianc is exhausted and freezing - he's still in his scrubs from being in his way to work. Over six hours of waiting and they wouldn't even give him a lift home. I will never forgive this company for what they did to us.
Business Response
Date: 26/07/2023
Hi ********,
We appreciate you taking the time to let us know about your recent experience and are very sorry to hear about your son's medical emergency and hope he has recovered- it does sound extremely terrifying! We apologize that we let you and your family down when you needed us the most. We will be having someone from our Automotive Customer Care Department look into what occurred and reach out to you.
Thank you,
********************************
Manager, Customer Care
**********************
Customer Answer
Date: 26/07/2023

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:19/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took a Evo car for a short drive on May 22 2023. *** called and asked if I have the key fob of the car. I told them I did not take the key as I unlocked/locked the car by phone app. The agent told me everything is okay. On June 2, *** suddenly emailed me the following "We wanted to follow up with you regarding a trip you took in vehicle ******. Unfortunately, our team was unable to locate the key fob in the car. As the last user of the vehicle, you are responsible for the replacement cost of $550 + tax...." I explained I following the right procedure to lock the car. They replied as following:"As part of our Member Agreement, under the Ending Your Trip and Returning your Vehicle section:You will be responsible to pay for any damage to our Vehicles or equipment as a result of another person entering the vehicle while its unlocked or otherwise unsecure. If you have any difficulties with ending your Rental Period, including if the Vehicles RFID reader remains red, please call the *********** (at 1-844-EVO-2-EVO or **************) for assistance.Kindly note that when ending your trip via the Evo app, only do so once you are already outside the vehicle with all the doors fully-closed. Pressing End Trip on the Evo app while you are still inside the vehicle/manually pressing the door lock *** interfere with the vehicles autolock function."I locked the car with all door fully closed. Their App shows my trip was ended and car was locked. I sent the same info to ***, and said I should not be responsible for the their locking system problem. They replied me and said someone else entered the car after my trip, and still insist to charge me. At this point, they began to say that they want to fine me another $300 because I parked at ************************************* which is a free parking lot shared with ******************* center when no event. I think the agent tries to make me to pay a penalty no matter right or wrong. I request them to remove the charge
Business Response
Date: 19/07/2023
Hi ******,
Thank you for reaching out. We will have someone from our EVO leadership team connect with you regarding your concerns.
Kind Regards,
********************************
Manager, Customer Care
**********************

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