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

  2347 W 41 Ave Vancouver, BC V6M 2A3

  
• 

  B C A A

  18 1470 Harvey Ave Kelowna, BC V1Y 9K8

  
• 

  B C A A

  596 Baker St Nelson, BC V1L 4H9

  
• 

  B C A A

  Unit 1 45609 Luckakuck Way Chilliwack, BC V2R 1A3

  

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:08/03/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Order 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 recently noticed a charge on my credit card from bcaa. I did not make any changes to my account so I called to ask what it was. They had added somebody else to my account without my permission and charged me. They did not contact me about this. I did not receive an email, phone call, or any mail regarding changes to my account. If I had not checked my credit card statement I would not have even known I was being charged more for an additional member that I did not add.
  
  The person added was my father who has not left the house in 7 years. My mother had stopped into the Maple ridge BCAA for a quote on house insurance. They had determined that my family's house was too expensive to insure so my mom left without purchasing anything. A couple weeks later a membership card arrived in the mail with my dad's name.
  
  My mother did not ask to sign up for a BCAA membership. She was only there for a quote on house insurance. Even if she had signed up she would have done it in her own name not my father's name. And if she had signed up it would have been her own separate account for her. Why was it tacked on to my account and charged my credit card? They did not have permission to charge my credit card.
  
  Can anyone just walk into a BCAA office and be added to someone else's account, and not be charged, and have the account holder charged for the membership? If they were putting charges on my credit card they should have contacted me for my permission. If they're making changes to my account they should have contacted me for permission.
  
  I did not give permission to add members to my account or to use my credit card. They pulled up my profile based on a last name and added people to it. This is more than a simple mistake. **** ** ****** There are so many things wrong here. You can't just add people to someone's account without permission. And, the thing is my mom didn't even ask to be added. The lady signed her up on her own. Do they get a commission fee for adding people?

  

  Business Response

  Date: 08/03/2023

  Hi Ms. *******,

  Thank you for bringing this to our attention and we fully understand and appreciate your concern. I have cancelled the Associate membership that was incorrectly created under your household and requested a refund on your credit card. This could take 3-4 business days to appear on your card.

  I have left you 2 voicemails with my contact information should you wish to discuss this further.

  Thank you,

  Ruth-Anne F******,

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 14/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and reluctantly accept even though no apologies were offered from BCAA via phone, email or BBB correspondence. It's a shame that they will not even accept blame for their mistake. They have carefully worded all of their replies in a way to make sure they have accepted no responsibility. I am extremely disappointed. Since there's nothing more I can do about this you may close the case.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:27/02/2023

  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.

  In August of 2022 I added my daughter as part of a family promotion. The quote stated, that since I was already a client, it would only be an additional few dollars per month making my monthly payments just under $12. At the end of September over $50 was taken out of my bank account, this was after I had contacted them about my daughter not receiving her membership card. In October my monthly payments started coming out at the original price the website had quoted me which was just under $12. I contacted the customer ********************** line, explained it in detail to the agent who had trouble making sense of it as well. It seemed like there was a glitch on the website and she was having trouble trying to sort it out, it seemed my daughter had two memberships but of course still no card. In talking with the agent I explained $50 had been taken from my bank account as a mistake and I wanted that money back. While on the phone with her I canceled my daughters membership to avoid any more confusion. The agent then told me she was too overwhelmed to deal with the issue, that it was causing her anxiety and suggested I contact someone else. I would like to add I was polite and patient, I always am, I have never been verbally abusive to a customer ********************** agent especially since that was a position I held for some years so I know how tough it can be. From there, I took the information into my local BCAA office and spoke with a woman, *********************, who asked me to leave everything with her and she would sort it out. That there had in fact been mistakes made on my account. That was in December. So my daughters card was officially canceled, after it was canceled she received two different membership cards in the mail. I received one new one. No refunds were processed. So, I tried contacting the woman, left phone messages and emailed but received no response. It is not the end of February and I have not received any refund for the error on the part of BCAA.

  

  Business Response

  Date: 27/02/2023

  Hi ****************,

  I am sorry to hear this. It does sound very frustrating. We will have someone one from our ************************ look into this and reach out to you to resolve.

  Thank you,

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

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

  Customer Answer

  Date: 17/03/2023

  Regarding complaint ID ******** filed Feb. 24, 2023. 
  
  Customer Care Advocate *************************** did try and contact me, but even after I gave him the hours I was available, he would only call when I stated I wasnt available. I even gave him my cell phone number and still there was no call. 
  I explained to him I have a very busy schedule and did schedule a time with him, giving him my cell number, that was two days ago and havent heard anything. 
  I answered his email, asked him to respond by email but that wasnt addressed at all. Please reopen this complaint until it is resolved and perhaps there is someone else who can contact me? 
  
  Thank you,
  *******************
  ************** 

  

  Business Response

  Date: 17/03/2023

  Hi ****************,

  I am sorry that you experienced challenges connecting with us and apologize for the extra frustration it caused you. I reviewed your file with **** and it looks like you were able to resolve this with him on March 14 over the phone. I just received this message this morning so am wondering if there is a delay while the BBB reviews your messages to send over to us. If you do require anything further, please let us know as we are happy to help and appreciate that you provided feedback to us and gave us the opportunity to make this right.

  Thank you,

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

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

• Initial Complaint

  Date:09/02/2023

  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 a claims-free customer of BCAA's home insurance policy for 17 years. After becoming suspicious of year-over-year premium increases, I began to receive quotes from other local competitors. I found that the price I had been paying all these years was far out of line with every number I was quoted for similar or better coverage. I called to cancel and was told that $250 was normally levied for a mid-term cancellation but it would be waived as I was clearly dissatisfied with my "BCAA member" and "claims free" discounts I was supposedly benefiting from. I completed the cancellation request form but one of the names was a deceased family member. After much back and forth with BCAA management, I was told that a ** ***** ********** official Death Certificate doesn't meet their standards for proving that someone is deceased. I have a complicated family involving an outside executor, but supposedly the only way out of this policy is having people physically go to the retail storefront across town. This is despite the fact that they made my seasonal home cancellation possible with a well-known online document signing service. I have a stop payment on the account now and they are attempting to intimidate me with an unexplained bill for the remainder of my policy ($1530), despite the fact that I haven't received these services as I am on a monthly plan. The Ombudsperson is useless and refuses to do anything but pass me on to lower level clerks who are powerless in doing anything. This is supposedly a respectable BC institution, but I am convinced that they exist only to abuse and bully customers into grossly high insurance premiums while hoping they don't shop around and find out they have been scammed after 20 years of claims-free payment.

  

  Business Response

  Date: 09/02/2023

  Hi Mr. *******,

  As per our previous response, we are sorry to hear that you remain unsatisfied. Our Customer Care Team Member did try to work with you to cancel the policy as per your request, and all cancellation fees were waived. Regrettably, required documents were not provided. The cancellation letter you are referring to is our legal obligation to advise that your policy is being cancelled. If you would like to re visit cancelling the policy and can provide the additional required information, our Customer Care Team member will be happy to assist.

  Thank you,

  Ruth-**** *******

  Manager, Customer Care - BCAA

   

   

  Customer Answer

  Date: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is a worthless non-response and you know it.  You have not addressed the issue of demanding payment for the remainder of the year.  We obviously both want my policy to be cancelled.  I have submitted the document, you have acknowledged that.  I have the email to prove so.  You chose not to accept a death certificate as proof of someone being dead, although it is a legal certificate from ** ***** **********.  You claim that I have to send people to talk to you in person, yet you cancelled my seasonal policy remotely with ********.  I am done playing games with you.  *** *** ** **** ** ******** **** ** **** *** *** ** ********** **** ***** ********* ********* *** *** ****** ******* **** ***** ******* ***** **** ********* ******** ********* *** ******** *****
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:20/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the early morning of Dec 24, 2022, there was an *** rental car parked on our driveway. It was not our rental car. We have contacted *** Car Share to have their rental car removed for 5 consecutive days, and the *** rental car is still parked on our driveway. I have read other homeowners complaints about the same issues with *** Car Share which cars parked in private. properties and driveways. Their business model is encouraging this kind of irresponsible behaviour of drivers who disregards of others' personal space for the sake of their own convenience. ***'s lack of action to fix the issue by not removing the car from our driveway also condone to this type of irresponsible behaviour. Their poor business practice is ******* *** *********.

  

  Business Response

  Date: 21/01/2023

  Hi ******,

  Thank you for reaching out. I have forwarded your concern to our *** Management Team and asked for them to connect with you.

   

  Ruth-Anne Fanning

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:13/12/2022

  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.

  Paid last year 162.75 for bcaa membership , for renewal bcaa send me a bill for 231 $ , since I had no claims it is ridiculous to raise the membership around 40 % from one year to another year .
  Membership #
  *** *** ******* *** Thanks for looking into this . **** *****

  

  Business Response

  Date: 15/12/2022

  Hi Mr. ******

  Thank you for your inquiry regarding your memberhsip renewal. I took a look at your account with us and the increase in your membership premium this year. When you joined last year, you received a new membership promotion of $20 which applies to a new membership and not on subsequent renewals. BCAA did adjust our prices this year to help offset the impacts of inflation and increased operating
  costs that are required to fulfill our Membership product and to continue to provide the Best Roadside Assistance to our Members and support communities across British Columbia. Rest assured that as a not-for-profit organization, all Membership dues always go back into providing the best products and services for our Members.

  I will have someone from our Customer Care Department reach out to you to discuss further.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care Department - BCAA

• Initial Complaint

  Date:01/12/2022

  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.

  On November 4th, I requested my home insurance to be cancelled. I was told it would take 5-7 business days to process a refund to my credit card.
  
  On November 10th, I received an email from BCAA requesting additional information. I responded within 30 minutes of the receipt of email with the requested information.
  
  On November 22nd, I contacted the customer support as I had not received my refund. The agent investigated the issue and determined the refund had not been processed. They admitted it was an oversight on their part. I received a confirmation number from the agent and an indication that the refund was processed. But I would have to wait, 5-7 business days to see it on my credit card.
  
  On November 30th, I checked both the pending and authorized transactions on my credit card. No refund was received. I contacted BCAA again and the agent indicated that they needed to follow-up with the accounting department. The BCAA agent contacted the accounting department. The agent called me back and indicated a refund had been processed but would not give a confirmation number or date of processing. While speaking with the agent, I checked my credit card statement again, both the pending and approved transactions online. The credit card does not show a refund. The agent claimed that they have a confirmation number that the refund was processed. They refused to provide, in writing, a copy of the confirmation number or information like the date BCAA completed the refund. The agent claimed the denial was on the basis it is internal information. I have asked for someone with the authority to investigate the lack of refund and ability to process a refund to contact me today. The agent was going to followup with the accounting department again. I have not received a follow-up phone call.
  
  My desired resolution is to receive the agreed apon refund plus refund interest up to the actual confirmed refund date due the delay in processing.

  

  Business Response

  Date: 01/12/2022

  Hi *** ********,

  I am so sorry to hear about the delay in processing the cancellation for your home insurance. You have been more than patient and I understand your frustration. I do see that the refund has been requested and approved by Finance so I will connect with our Finance team for further information and then will reach out to you by end of day.

  Thank you,

  Ruth-Anne F******,

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 02/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution we discussed is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *

• Initial Complaint

  Date:17/11/2022

  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.

  On September 8, 2022, I was presented with a parking ticket fine followed by a towing charge on September 16, 2022. The ticket was issued for a vehicle I had driven on September 7, 2022, a day prior, and parked at the 600 block of Seymour street where I ended my trip at 7:02 pm.
  
  The parking rules did state a no parking enforcement between 7:00 and 9:30 am. The vehicle was not booked by another customer; hence, it remained at that parking spot and, being the last person to drive the vehicle, the ticket and subsequent towing charges were issued to me.
  
  I called and emailed *** car share (subsidiary of BCAA), to explain that I had tried to rebook the same vehicle after I was done with my meeting but did not find it on the map. Meaning: I was within the same vicinity as to where I parked the car and went on ***'s App to look for vehicles near me. I knew where I parked my last vehicle booking and when I went to locate it on the map, it did not appear in the location I previously parked it at.
  
  I explained the situation to *** car share via an email sent to info@***.com. I received a reply from Alexandra (member services), who said, and I quote:
  
  ************* *** **** *** **** **** ** ** *** *** ** ******* ******** *** ******* ******* *********** **** **** *** **** ** *** ********* *** **** *** ** *** *** ** *** ****** *** ** *** *** ** ** **** **** 
  Upon receiving the information, I asked for map logs regarding the vehicle in question. I needed to know if that is the reason why I did not see the vehicle on the map and if so, how could that be my liability? In other words, if *** car share had put the car out of service leading to my inability to see it on the map and consequently not being able to book it, how could the ticket and towing charges be my responsibility?
  
  I was given the run around and never received a reply. The amount is over $430 in total and it is only fair to see the logs and determine whose liability this was.
  
  I kindly seek your guidance.
  
  *****

  

  Business Response

  Date: 18/11/2022

  Hi *****,

  Thank you for reaching out and I am sorry to hear that you have experienced frustration to have your questions answered. I have forwarded your concern to the *** Management Team and requested that someone connect with you to discuss.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

  Customer Answer

  Date: 18/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and await further action as per what they outlined in the email.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:27/10/2022

  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 filed for a reimbursement against my membership with BCAA on Aug 10th. This was for a claim under the roadtrip interruption coverage benefit under membership. After not hearing back for a couple weeks I called for an update and was told the only person who deals with that was away and it could take longer and to try calling back. essentially the next 6 weeks involved me calling back once a week and being told different information each time. Eventually I got a call back from a manager who told me she would deal with it and would speak with the manager of that department. So now I have 2 managers working on this. On Oct 5th, the manager of the department emailed me saying a cheque was cut and mailed out. It has now been 3 weeks and still nothing so I used the online chat with the company and was told that the cheque was cut yesterday instead. I have zero confidence that any of this has happened as I have been consistently told different information by various people in the last 2 months. I am debating if this is legally considered ***** as I have paid for a service that the company is all but refusing to honour. Membership number: *** *** ******* ***

  

  Business Response

  Date: 27/10/2022

  Hi Mr. ********,

  I am sorry to hear about your concerns related to receiving your reimbursement cheque. I have checked with our Road Assist Team and your cheque was prioritized and has been mailed out. One of our Road Assist Managers will be following up with you at the end of the month to confirm your cheque was received.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

   

  Customer Answer

  Date: 28/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: frankly I don't trust what you have said. I have had 2 other managers tell me the same thing and nothing happened. Your response I found a little offensive as it was more like a non-apology, that you were sorry that I felt I needed an apology. I want some accountability. I want to pick up the cheque in person or at the minimum take a picture of the cheque for proof that it is real. I don't think you have actually looked into this matter beyond where the cheque is otherwise you would see the tons of notes from the other managers and agents and would not have left such a cold and disingenuous response.

  Please review the case and have a customer service manager reach out to - I doubt it will happen as 5 other agents told me someone would and each week I would have to call back again. I have been beyond patient but this is just ridiculous. Please go talk with ******** ****** *** ****** ***** *** ***** **.
  

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

  

  Business Response

  Date: 09/11/2022

  Hi ******,

  I have just left you a voicemail and an email to follow up on your concerns. I do understand your frustration and will work directly with the Road Assist Department to resolve this for you.

  Krista B****, one of our Road Assist Managers, received your escalated concern on October 4, and actioned it the next day, with your request being approved on October 5. You were sent an email on October 5 advising of the approved reimbursement and, in part,

  "For the above- mentioned reasons, a cheque in the amount of $420.00 will be processed and sent to you at the above address via Canada Post within 2-4 weeks."

  After the request was approved, you were back in touch with BCAA 3 weeks later and you spoke to one of our Road Assist Managers, Ann Dunn, on Oct 26. Ann confirmed with you that the cheque request was with our Finance Department and would be mailed by October 28. During this call with Ann, she did ask to confirm your address however, you would not confirm your address with her as you stated we should have it on file. As such, the cheque has been mailed to the address on file. You called and spoke to one of our team members on October 31 who confirmed that the cheque was printed and mailed and, as per your previous conversation with Ann, she would follow up with you on November 15 to confirm you received the cheque.

  That being said, I am happy to complete your request to proceed with a stop payment on that cheque and have a new cheque issued and couriered to your preferred Service Location for pick up. As per my voicemail and email, can you please let me know if you have received the cheque? If you have not, I will action your request as soon as I hear back from you. I have also added a note on file to have your concerns referred directly to Customer Care to avoid any further delays.

  Kind Regards,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

   

• Initial Complaint

  Date:25/10/2022

  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.

  Battery died, BCAA sent a 3rd party towing company after 2 hr wait, boosted my sportscar backwards which caused my fuse to blow. Thank God not my engine. After diagnostics at *****, towing company tried to blame me, saying they have audio of a janitor in a shopping center trying to help me? * *** ******* **** ***** **** ** **** * *** ** ****** *** ****** Further I was not offered a rental car as it's not considered an Accident? It's BCAA and the towing company's negligence. Then I'm advised it could take months for the part. After weeks I pick it up only to find out my audio isn't working. Need to go back again. Obudsman, customer care and managers are all the same people and department. They didn't contribute to the repairs nor compensate me with a replacement vehicle.
  
  RV Plus Membership was useless as well. Waiting 9 hours in a heat dome when my ******* overheated. Another time, stranded in California called roadside assistance 4 times and got nowhere, thanks to the US highway patrol man that came to my rescue. Next adventure, Eurovan breaks down, need to ferry it from Vancouver Island to the mainland. BCAA covers nothing, taxis, ferries or the tow. RV Plus another waste of money

  

  Business Response

  Date: 27/10/2022

  Hi ******,
  
  
  We have reviewed your concerns as mentioned. We have included multi levels of Road Assist Managers while investigating each of your concerns and, subsequently, reviewed each individual decision with you. Please review our membership terms and conditions which have been provided to you by email and, should you need further clarification, please continue working with our Automotive Manager, Josh S*****, and he will be happy to review these again with you.
  
  
  Thank you,

   

  Ruth-A*** *******

  Manager, Customer Care - BCAA