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:22/06/2023

  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 have been purchasing all of my insurance through bcaa for years. I have been a member since 2013 and my whole family uses them. I have been getting rental insurance for a few years now and have never had any problems. This year due to the cost of rentals I had to move into a shared house with some friends (all people I know) and they are refusing to provide me with rental insurance due to having roommates. Just because I need to live in a roommate situation does not mean I dont deserve to have insurance on the things I have worked so hard to attain. I have a dog, a laptop, and instruments, as well as sentimental items - if something were to happen, why should I be forced to lose everything just because there are multiple people in the home? These people are not a liability. The whole situation is truly very disappointing. It is very rare that I am one to complain, I work in social service and understand policy/saying no/etc. However, BCAA needs to understand that this decision by the underwriters is unfair and problematic, particularly after so many years being a dedicated customer who never had to make a rental ********************** claim. Thank you for your time.

  

  Business Response

  Date: 29/06/2023

  Hi Azura,

  Thank you for reaching out regarding your BCAA renters insurance policy. One of our ************* Team Members has reached out and left you a voicemail with his contact information and is looking forward to connecting with you to discuss your concerns.

  Thank you,

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

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

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

• Initial Complaint

  Date:23/05/2023

  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.

  They are taking money from my bank account and I did not sign up for any roadside assistance

  

  Business Response

  Date: 23/05/2023

  Hi *****,

  Thank you for reaching out. I looked into your account and found that you had a BCAA membership that was included as a rider on your home insurance policy that you had with **. As your home policy was cancelled for non payment in March/23, the pro rated membership fee for the remainder of the year was transferred to the membership account in the amount of $46.26. I am unable to see that this was taken from your account as it has been written off. Your membership has also been cancelled as the payment attempt was unsuccessful. Can you please provide ** with a statement showing the date and amount that has been taken so I can look into this further for you?

  Thank you,

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

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

  Customer Answer

  Date: 23/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You are still taking money from my bank account and have been for at least 6 months and also taking money from my credit card?
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 24/05/2023

  Hi *****,

  I am wondering if your resonse was submitted before we connected over the phone yesterday. As per our discussion yesterday afternoon, I had not seen your duplicate account with ** as it was under *************************** rather than *************************** and had a different address. 

  During our discussion, you advised that you had not intended to renew your membership after the first year of membership in Sept 2020-21. As such, I have requested a refund cheque to refund you in full for the membership term of Sept 2021-22 $142.25 and payments you have made thus far in the Sept 2022-23 term ($114.21) for a total refund of  $256.46. The refund cheque will be mailed to your new address on ************** in ********.

  Your duplicate membership, which was attached to your renters insurance policy, has also been cancelled in tandem with your renters policy.

  I trust this resolves your concern.

  Thank you,

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

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

  Customer Answer

  Date: 25/05/2023

  
  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:23/05/2023

  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.

  I had a BCAA contracted tow truck result in my transmission needing replacement of my 2007 ******* ***** ** (automobile). The date of the incident was May 24th, 2022. Josh Smythe made an email commitment to provide me with out of pocket costs on July 22nd, 2022. The cheque was requested for just my car insurance during this time ($525.53). More recently on March 3rd/2023, Josh confirmed he would send me a cheque. I have had numerous correspondence with Josh since this time who has not provided confirmation the cheque has been sent and I have not received it. When I asked him about it, he claimed that he needed me to send a picture of my personal mail in order to send me the cheque. Otherwise, he could not confirm that my address was correct. Despite me confirming on multiple occasions. Additional complaints with the business: 1) BCAA contracted a towing company that was unfit to provide a service. 2) They had automobile repairs completed that were inappropriate (undocumented transmission replacement) 3) They provided verbal assurance of a safety test and safe car, when subsequent mechanics confirmed the car was not safe to drive. 4) They asked me to keep all my out of pocket expenses, but could not confirm if I would be refunded for any car rentals. I was without my car from May 24th, 2022 until the week of Nov 5th. 5) The car was returned to me in an unsafe driving condition. Josh was clear he would not pay for diagnostics to facilitate bringing it to safety. 6) The transmission repairs had not been adequately documented, so I could not sell the car for market rate. I donated it to the kidney foundation with full disclosure of the unfortunate repairs that had been done. I then bought a car at used car market peak.

  Customer Answer

  Date: 23/05/2023

  I am looking for a refund of $500.33. 

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

  

  Business Response

  Date: 25/05/2023

  Hi Mrs. ********

  Thank you for reaching out. I have touched base with Josh in our Automotive Customer Care Department regarding your concerns. I was also brought into an email thread with our Accounts Payable Team as the cheque was issued and mailed out on previous occasions however, it appears that the reason it was not delivered may be due to the postal code. The good news is that Josh had already requested a new cheque to be issued and approved. As soon as he hears back from our Accounts Payable Team that the cheque is ready for pick up, Josh will reach out to you to arrange delivery, along with addressing any other concerns you may have.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 30/05/2023

  
  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:18/05/2023

  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.

  My husband and I had booked a trip to Costa Rica, leaving January 15, 2023. We had renewed our BCAA Travel Insurance effective January 14, 2023; the previous policy expired January 11, 2023. On January 12 I discovered my passport was missing. We tore the house apart, but it was nowhere to be found. On January 16 I filed an insurance claim with ****** *****, BCAA’s insurance company. I put on the claim that the date of the incident was January 12, because that was when I realized the passport was gone, although the trip would not have begun until January 15. After 17 weeks (it was supposed to take 6-8 weeks, I called five times and a supervisor was supposed to have called me back last week, but did not), they have denied my claim, saying I had no insurance coverage. The trip, which cost $7000, was non-refundable. My husband and I should have received $4000 from our insurance ($2500 on each policy, less a $500 deductible). We paid over $1000 for travel insurance this year. I am heart sick, and very disappointed. I would like BCAA to stand behind their product and pay us for this claim. The date that of travel is within the coverage terms, which is what I paid for: travel insurance.

  

  Business Response

  Date: 18/05/2023

  Hi Mrs. *******,

  Thank you for reaching out and I am so sorry to hear that you were unable to go on your trip. We will have someone from our Customer Care Team look into this for you and will connect with you within 2-3 business days.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:12/05/2023

  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 have BCAA home insurance They keep taking my payment earlier than expected. My payment is due April 25. Today I received an NSF because they took out a payment May 5. They keep saying it for ****** I spoke to an agent on April 26 because I received a letter in the MAIL saying my payment didnt go through bc on April 25. There is no possible way canada post can mail me a letter within hours. And the BCAA agent said they alway prepared the letters in advance. Advance for what, so they can take it out earlier and charge mw NSF fees. They took the payment out earlier again May 5. When I called the agent on April 26 she said that they were having problems with my **** and suggested I go through a bank Payment. So I did and it went through and she told me to remember that my payment will on every 25 of each month, they recorded their conversations. I. Suggest they listen to them. I have spoken to them almost every month since I joined. I am done with them. I want them to cancel this and to stop going into my bank account. Again I am done. I have a new home insurance. They are causing me a lot of stress.

  

  Business Response

  Date: 12/05/2023

  Hi ********,

  Thank you for reaching out and I am sorry to hear that you are frustrated regarding your home policy's payment request.

  I have looked in your policy and confirmed that BCAA has not taken scheduled payments out early, however, we have attempted to collect failed payments. I have attached a document showing your payment plan's scheduled payments which, in part, shows the following:

  March 25/23: Monthly payment of $26.34 failed

  March 28/23: You spoke to one of our team members by phone who collected the March payment in full and re set your payment plan for payments to come out on the 25th day of each month. I have confirmed this was set up correctly

  April 25/23: Monthly payment of $26.34 failed. A letter advising of the failed payment was generated through our operating system and mailed

  April 27/23: You spoke to one of our team members by phone. During the conversation, you were advised that, when a payment fails, BCAA attempts to take the payment again in 10 days. She further advised that the April 25 failed payment would be withdrawn on May 5th. She also advised that your payments would resume as normal again on May 25.

  May 5/23: Payment in the amount of $26.34 failed. This was not an attempt to withdraw your May payment early, rather this was an attempt was to collect the April 25 failed payment, as communicated to you by phone on April 27.

  I do see that you phoned and spoke to a team member yesterday, May 11, and have sent ** a request to our administrative email address with a request to cancel your policy. To avoid any further payment requests, I have closed your payment plan as we had re scheduled the missed payments to come out on May 20.

  I also see that the team member you spoke to yesterday advised that we require a signed cancellation form in order to cancel your policy with **, as is standard with all insurance companies. The agent offered to send you the request via Docusign, which you can sign electronically however, you declined. He also offered the option of visiting one of our Service Locations and this was also declined. I do see that he did email you a cancellation form which you can sign and return. I do encourage you to sign the cancellation form as we are unable to cancel your policy until this is received. For time efficiency, most of our customer do take advantage of receiving a Docusign cancellation request as you can open your email and electronically sign the cancellation in a couple of minutes.

  Please note, as is standard with all insurance companies, that a mid-term cancellation is cancelled on a short rate basis, rather than pro rate, and time on risk from April - present will also need to be collected. 

  If you would like to proceed with the cancellation, kindly arrange to sign a cancellation form and we will be happy to assist you with the cancellation. Please also note that, as I have cancelled your payment plan, our system will generate a payment notice in the amount of $203.31, which includes time on risk since April through to your expiry date. If you have already cancelled your policy when this is received, you can go ahead and ignore the payment request. 

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

   

   

• Initial Complaint

  Date:05/04/2023

  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 purchased BCAA travel insurance in Dec 2022. I made a claim (2188708) on December 16,2022. BCAA advertises that claims will be processed in 8-10 weeks. It has currently been almost 4 months and my claim has neither been approved nor denied. I have made 9 phone calls over the past 2 months and have been told a manager would contact me (several times) and that my case has been prioritized as “high priority.” To date no one has ever contacted me. I have been reassured over and over again that all my documents are submitted and correct. When I speak to agents on the phone they can’t understand why my case isn’t being worked on. No one is able to provide me with correct information and no one is contacting me. I want a BCAA manager to call me and help me settle this outstanding case.

  

  Business Response

  Date: 14/04/2023

  Hi Mr. ******,

  Thank you for reaching out to BCAA and I am so sorry to hear about the frustration you have experienced with your travel insurance claim. This does not meet our service level expectations for our Claims Partner and we will follow up with claims and have someone from our Customer Care Department connect with you.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 19/04/2023

  
  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:29/03/2023

  Type:Product 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 an active BCAA membership and on Jan. 6 I contacted the company for towing services. By midday, the company said it was already booked up and that I would have to wait the next day -- pathetic service. They said they would reimburse for payment if I needed to use another towing service. On the company's page for reimbursement it says the following: ************************************************************  "Members must provide a copy of the applicable receipt(s) in the Member’s name." "Important: After submitting the form below, you will be redirected to a confirmation page that will provide you with an email address to send us a copy of your receipt(s). Please note that we are not able to process reimbursement requests without a copy of your receipt." Receipt, receipt, receipt. The towing company I used Square for payment and they provided a receipt via email. I attached that and sent that to BCAA. The response I received months later was: "Interac receipts, generic till receipts, *************** receipts/statements, work orders/estimates cannot be accepted, as our Auditors require the invoices for auditing purposes. Please send an image of the original paid invoice to ***********************." Either BCAA does not understand the difference between a receipt and an invoice, or they are just outright *****.

  

  Business Response

  Date: 29/03/2023

  Hi Mr. *********,

  Thank you for reaching out and this does sound frustrating. I have forwarded your concern to our Customer Care Automotive and Reimbursements Team and asked that they connect with you.

  Thank you,

  Ruth-Anne F******,

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:23/03/2023

  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 had a BCAA membership but I moved to Alberta on April 1st 2022. I am 100% CERTAIN that I called and cancelled my BCAA membership at the end of March 2022, and then I purchased an *** (the Alberta equivalent to BCAA) membership that same day. Today, almost ONE FULL year later, I noticed that BCAA did not cancel my membership and has been charging me $10.09 a month for the last 12 months. I called the customer service line and they said that they have no record of my call (how convenient) so they cannot help me, even though I was happy to show them the date of my move and the fact that I have been paying for the *** membership since March 2022 (supported document attached). I did not put in ANY claim for the last 12 months either, so I would like a refund of $121.08 for a service that I have NOT been using and that I couldn't have used since my legal residence is not even in BC.

  

  Business Response

  Date: 23/03/2023

  Hi Ms. *****,

  Thank you for reaching out and I am sorry to hear that we continued to charge you for your BCAA membership after you requested cancellation.

  I have ordered a cheque in the full amount you paid last year, $120.75, to be mailed to your new Alberta address.

  Please allow 7-14 business days for the cheque to arrive.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 24/03/2023

  
  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:21/03/2023

  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 attempted to purchase a BCAA membership today. I received an offer through the mail which stated that the temporary card I received was a priority membership and would be active as soon a dues were paid. Normally BCAA has a 48 hour wait until you can have full access to 24 hr road side Assistance. I called in to sign up only to be told that I’d have to wait 48 hours to use or pay an extra fee to use my membership immediately. This is false advertising and goes against our advertising standards here in BC. They did admit that it was confusing and did Read as I stated but we’re unwilling to do anything about it. I have photos of both sides of the card they sent.

  

  Business Response

  Date: 23/03/2023

  Hi Ms. ******

  Thank you for your feedback. I viewed your account and see that you spoke to one of our Managers in our Contact Centre and he offered to have someone from our Customer Care Team connect with you however, you did not wish to continue the conversation. If you would like someone on our team to reach out, please let us know and we would be happy to speak with you. As our Manager stated, the card is active right away, subject to terms and conditions. We do thank you for your feedback regaring clarity of our advertisitng material to our Marketing team.

  Kind Regards,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:08/03/2023

  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.

  ********************* from ********* ********** ********* was hired by ******************* with *************** on behalf of BCAA. **** was contacted by **** in Novemeber 2022 to come out to our property and give a second opinion on the condition/replacement of our retaining wall. **** never showed. He was contacted again to come and assess it and didnt show. We were then told by **** that he would be there Monday Feb 20th and would let us know what time he was going to show. Never showed up, was supposed to come again Feb 23rd and didnt show. So we contacted **** directly and he said he would come out Feb 24th at 930am. We waited until after 10am and no word or show from **** so we left for the day. **** then rang our doorbell cam shortly after we left. He was disrespectful and aggressive so we told him to leave. We had made a point to both him and **** that we needed to be present at the time of the inspection so we could stress our concerns. **** did not leave as asked and proceeded to take photos from the road and the neighbours property which are no where near the wall. He then wrote a report submitted to **** that our retaining wall was perfectly fine with no cracks or signs of disrepair. How can he assess that information from not even looking at the wall? This false spiteful report has now gone to our insurance at BCAA and they have now decided to not repair our wall. This report needs to be repealed and **** needs to admit that he was neglectful and dishonest in his findings. From the get go **** has had ZERO interest in being professional or ethical with our claim. He has done nothing but waste our time and now commit fraud by creating a false structural report.We are very frustrated and upset with the poor treatment from this company and the only way to rectify this situation is for **** to repeal his report.

  

  Business Response

  Date: 08/03/2023

  Hi Mr. ***********,

  We are sorry to hear you are unhappy with your claims experience.

  Please refer to your BCAA Ombudsperson Final Decision Letter which does offer for the decision to be reviewed if BCAA is provided a report from an Engineer. If the damage is deemed to be caused by the water loss, you will be refunded the cost of the inspection. Should you wish to appeal the decision, please contact the General Insurance Ombudsperson for an independent review.

  Kind Regards,

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

  Assistant ******** *************** **********************