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:20/10/2022

  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.

  I booked travel and purchased comprehensive travel insurance with BCAA including weather cancellation project. When a storm caused my trip to end and the incurring of expenses I initiated a travel claim. BCAA farmed my claim out to ****** ****** a company with Serious integrity issues. Provided written direction on acceptable proof of trip payment for a travel claim, then didn’t accept the proof provided on the claim (paid invoice), provided multiple messages saying claim resolution was imminent, and then eventually one day explained the claim had been stalled due to rejecting the paid invoice as proof and requiring credit card records without informing the claimant. Claim is still unresolved at time of writing, 6 months into claim period (Over double industry standard) and ‘claim resolution is still immanent’. Worst part? I never bought insurance with them, I bought insurance with BCAA and they farmed the claim out.

  

  Business Response

  Date: 20/10/2022

  Hi ******

  Thank you for purchasing your travel insurance with BCAA. I am sorry to hear that there have been delays during the claims process with our partner, ****** ****** over the past six months and understand your frustration. I I have forwarded your concern to our Travel Claims Manager and asked to have your travel claim resolved in on an urgent basis.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

• Initial Complaint

  Date:19/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 15th i tried changing my plan on the BCAA website. https://www.bcaa.com/Apps/Membership/AddAssociate/Applicants I was not able to change my plan because their system did not accept a hyphen in a first names (see attached image). My legal name uses a hyphen therefore my name in their system is incorrectly recorded. BCAA is a private insurance company and I find it strange that they are ok with their customers not using their legal names in their system.

  

  Business Response

  Date: 19/10/2022

  Hi *** ******,

  Thank you for reaching out to BCAA and I can understand your concern. One of our Customer Care Advocates, Bhupinder, has left you a voicemail with her direct contact information.  She will reach out to you again once she has had time to look into our online system processes and limitations. In the meantime, please do not hesitate to contact her with any further questions or concerns. 

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care, BCAA

  Customer Answer

  Date: 24/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I didn't receive her phone call nor the voice mail, perhaps they don't have the correct number in their file, but i would doubt it since we just signed up with them in February 2022, anyhow...  

  Their response is acceptable, and reviewing the limitation of their system is a first step. 

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

• Initial Complaint

  Date:14/10/2022

  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.

  I had a bank issue and my month lo y payment didn’t go through. I paid it off and I was told that it was done and I can renew for 2023. I got a letter stating I kisssz the October payment. Saying they tried to take it out but I had closed my account and I was going to call them to give me my new new banking information. They couldn’t give me a monthly amounts. She was insisting it was it was $348 a year because I apparently Missed a payment. But I kept asking her what will my my monthly payment be if I paid off the off the misses payment t. She told me it would be $303 a year so o kept asking her what will my payment be she kept saying I can’t give you that because it will confuse me. It’s $303 a year so I told her that would be $25 a month. She th tells me she going to recommend that I not be put on a payment plan because it get confused. I just want to k a why my monthly payment will be for the renewal. Apparently there was amiss understanding because I was under the impression I was caught up. With the supposed maw t I missed my yearly would be $348. Because they asked $44 Misses payment. I asked her to please tell me what the monthly payment would be after I paid off the $44 and renewed for the next year. She kept telling me it wasn would be $303 a year but she wasn’t going or give me the monthly payment. Pan cost. She going to recommend that I pay out the year because I am confused about the payment plan. ALL I WANT TO KNOW IS HOW MUCH MY MONTHLY PAYMENT WILL BE FOR THE YEAR. She said she will be recommending not to give me a monthly payment plan I am on disability and my complex requires insurance. I can’t pay out a year that is why I need a payment t plan. I now have no insurance. Even though I told her to take the outstanding missed payment and start the new contract and to just tell me why they will be taking out of my bank so I know. I am on a limited budget and she wouldn’t tell me the ****** amountt

  

  Business Response

  Date: 14/10/2022

  Hi ********,

   

  Thank you for reaching out and I am sorry to hear you experienced trouble with your BCAA home insurance. I have taken a look at your account and see that you have just spoken to one of our Assistant Managers and resolved your concern. We value our members and I am happy to know that she was able to determine your monthly payment amount, along with crediting the outstanding balance with goodwill.

  Should you have any further concerns, please feel free to reach out and we are happy to help.

  Have a wonderful weekend,

  Ruth-Anne F*******

  Manager, Customer Care - BCAA

   

   

  Customer Answer

  Date: 17/10/2022

  
  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:23/09/2022

  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 sent to a location suggested by the CAA agent that was not equipped to service my vehicle. The agent could have called to confirm they could handle a motorhome. The agent did not. This resulted in waiting another 8+ hours for another tow that CAA counted as another of my service calls. It was their mistake and technically the same roadside service call so they could take it to a location that was equipped to service the vehicle. I had no choice but to spend two nights in a $500 a night hotel (all I could find on a Saturday night) until they opened on Monday. I went to the CAA office at Broadmead Village and a supervisor took down my report regarding the incident on Aug 5/22 at 4pm in Chilliwack. She said someone would contact me in 4-5 business days. This was weeks ago. I have heard nothing. This is commonplace now. There is no response and no way to talk to someone to resolve anything. I have no choice but to make a complaint with the BBB.

  

  Business Response

  Date: 23/09/2022

  Hi Mr. ******,

  I am so sorry to hear about your Roadside Assistance experience with your motorhome and that you have not heard back from us. I have forwarded your concern to our Customer Care team in Road Assist and they will reach out to you within 2-3 business days.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care, BCAA

  Customer Answer

  Date: 27/09/2022

  
  Better Business Bureau:
  
  This is what I was told by a supervisor. In person. A month ago. Okay, but I won't be holding my breath for them to reach out and do their jobs. 
  
  ****** ******

• Initial Complaint

  Date:12/09/2022

  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.

  I started having serious issues in trying to secure services from BCAA since I paid for a Premium Membership on Sept 29, 2021. I have been unable to obtain auto, dental, health, or travel insurance after multiple in person and online requests for insurance quotes from BCAA. In December 2021 I attempted to secure a reservation for accommodations at a BCAA/CAA advertised partner. BCAA claimed that Best Western was, "Not a specific BCAA partner.", and refused to provide me with any assistance. * ********* ******** ******* ******** ******* *** ***** ** ******** ** *** ******** ******* **** I sent copies of my emails concerning the matter to the BCAA President Eric H******, and BCAA Board Chair S******. With copies of the shipping receipts for repayment, $30.35. No response from either individual and no repayment. I was denied access to service at ****** for a rental moving truck on Jan 27, 2022. Once again, BCAA claimed this was, "Not a specific BCAA partner" and refused to help me. On Feb 7, 2022 I paid $98.54 to BCAA South Surrey Auto Repair. They claimed only after doing the initial diagnostic work that their Red Seal Technicians don't actually conduct basicrepairs to vehicles like mine. A very common ***** *****. They referred me to ****** ******* ***. They also claimed that they don't work on vehicles like mine and haven't for years. My emails concerning this matter were responded too by a Jose G********, who was caught lying about me in writing. Then BCAA Manager Customer Care Ruth-Anne F****** emailed me. She largely ignored the issues of concern, and deflected. Wanting to forward my concerns to another department. She offered to refund my Premium membership of $152.25, but nothing else. I would like the $30.35, $98.54, and 152.25 refunded for a total of $281.14. I want nothing to do with BCAA, it's business practices, or it's 'leadership'. I really feel taken advantage of at the worst possible time, and on multiple occasions by this previously great company.

  

  Business Response

  Date: 12/09/2022

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

  As mentioned in my email on February 16, we are sorry that your BCAA membership has not acted in the way that you expected.  We have previously offered to refund you $40 and your membership fee of $152.25 however, it does not appear that you responded to my last email. The ASC Manager had attempted to contact you on February 8 to discuss your concern but was unable to reach you. As noted in my email on Feb. 16, we would be happy to have him try to reach out to you again. I have requested a refund cheque of $192.50 to be mailed to your address on file and can confirm that your membership will lapse on Sept. 28/22. 

  Thank you,

  Ruth-Anne F******

  Manager - Customer Care Department

  Customer Answer

  Date: 12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response makes no sense whatsoever. Her numbers just don't add up. In addition, her subordinate staffer offered "40 CAA Dollars to your account". CAA dollars are not actual currency, and my account is about to be permanently cancelled due to identified issues not being addressed professionally.  Once again, BCAA Senior Customer Care Manager Ruth-Anne F****** is refusing to simply resolve the countless, well documented, customer service related failures. She doesn't address the issues, and actively deflects to a subordinate staffer to extend the time for resolution and growing complexity with the belief that if she just delays long enough the victim will give up in frustration.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/09/2022

  Hi *******,

  We are sorry that we are unable to come to a mutual resolution. To clarify, the cheque we have ordered for you today in the amount of $192.50 is to refund your membership fee of $152.50 and the $40 our Customer Care Team Member originally put on your account in CAA $'s.  Regrettably, we are unable to refund for courier fees or services rendered at one of our Auto Service Centres.

  Thank you,

  Ruth-Anne F******

  Customer Care Manager - BCAA

   

  Customer Answer

  Date: 13/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response from BCAA Customer Care Senior Manager Ruth-Anne F****** just keeps changing. To begin with, I checked my BCAA account before and after this complaint was filed. On both occasions there was/is no mention of their "40 CAA dollars" added to my account. None. Once again, 'CAA Dollars' are of course like ******** **** Money. Only to be used with in the company. They aren't legal tender, and the account is about to be closed. Second, it's taken since February 2022 for Ms F****** to mention that BCAA is "unable" to reimburse for my costs to communicate with the BCAA President and the BCAA Board Chair concerning staff misconduct allegations. When staff wouldn't put me through to the aforementioned for a chat, and writing to them was my only option for resolution. Third, she's only now stating that BCAA is "unable" to reimburse for my costs for highly questionable services, or perhaps more accurately lack there of, at a BCAA Auto Service Centre. Is BCAA now also conveniently claiming that it's legally registered businesses with the registered BCAA Auto Service Centre name aren't actually associated with BCAA? They are now different business entities? Is that legal to misrepresent the owners of a company? Once again, I respectfully request that Ruth-Anne F****** do her job on behalf of BCAA and polity end this nightmare not of my creation. BCAA doesn't appear to care about it members, and this case demonstrates that.
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 20/09/2022

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

   

  As per our response to the email you sent to BCAA directly, BCAA has mailed you a cheque in the amount of $192.50 and considers your file closed.
  
  No further responses will be provided to your inquiries regarding this matter.

   

  Thank you,

  Ruth-Anne F******

  Manager - Customer Care - BCAA

  Customer Answer

  Date: 20/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: My confidential email was addressed, once again, to both the BCAA President and BCAA Board Chair for an immediate response regarding their staffs behaviour, BCAA's questionable business practices, BCAA's lack of integrity, and BCAA's open contempt for myself as a ******** ******** ****** ******* who was severely injured in the line of duty. Not their subordinate Ms Ruth-Ann F******. I do not accept her ever changing stories, nor do I appreciate her dictating terms as to how this will be resolved. Whether I like it or not, and even though I've clearly demonstrated that BCAA is 100% in the wrong on this file. In addition, Ms F****** has now stated in writing as BCAA's representative, that BCAA is now refusing to engage in any further respectful dialogue with me to find polite resolution. As a due paying member with an active  Premium Account BCAA will no longer be responding to me if I need services. I will update this file when, or if the cheque she claims is being sent arrives. Thank you to the Better Business Bureau for their amazing work in helping me resolve this troubling matter. I really appreciate all BBB staffer ****** *******'s assistance! Thank you.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:24/08/2022

  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.

  July 06/22 used BCAA to have my car towed to garage. Tow operator towed car backwards blew spoiler off back caused 3700 dollars in damages. Contacted BCAA sent them pics of the car and a quote for damages. They sent it to towing company. Towing company admitted that towing car backwards could cause this damage refused to pay damages but would send me a used one to put on myself stating it was probably loose. Car had a safety done on it prior to this happening. Told BCAA employee I was very disappointed and expected better service than this then was totally ignored cannot find anyone from BCAA to help me

  

  Business Response

  Date: 25/08/2022

  Hi Mrs. Koopmans,

  Thank you for reaching out to BCAA and I am sorry that you have had a hard time contacting the right person to help you with your concern. Our Customer Care Manager of Automotive has left you a voicemail with his contact details.
  

  Kind Regards,

  Jasmine G*****

  Assistant Manager, Customer Care, BCAA

  Customer Answer

  Date: 01/09/2022

   
  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:08/08/2022

  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.

  On July 29 my car ran out of gas in an underground parking. I put $70 the day before and my gas gage doesn’t work. I ran out of gas in a underground parking. Lot at 10 pm ish. I called BCAA & was on hold for 30 mins to many callers waiting. There happen to be a bcaa driver, I stopped him. He was great & said he would help me get gas the dispatcher( Laurie S****) was arguing with him. He got my gas and it all came too $75. 3 days later My dog locked my key in my car. My car was running. My phone was in my car. My dog and I used the landline at apartment . I called for a tow truck to open my car door & they quoted me $80 with BCAA discount. I said no that is way too expensive to unlock a car. They put me through to ****** towing without me wanting too. I called them back and got Laurie sweet. I told her I am not paying $80 to unlock a car. Can you find it cheaper She said no. I told her my car is running and I have already wasted 30 plus mins. I need to know how much it will cost. Can you get a price before you send him. She said the driver will call me when he arrives, I said no I don’t have a phone it’s in the car. I need a price she said can’t help and she’s ending the call. I called again and asked her for different tow companies since I don’t have a phone/internet or a phonebook $80 is too much. She again disconnected the call & I called again a different agent answered and I told her My car is running I have no phone. I was hung up on 3 times by Laurie S****. I need a few tow Numbers because $80 is crazy. This agent did help with numbers under $60 and I paid $40 plus tax to unlock the car. Within 10 mins was told by Ms S**** it was going to be 90 mins or more. The last agent was amazing she saved from a medical emergency as I was having an anxiety and panic attack. I was hysterical. It won’t make a difference but I canceled my BCAA membership. She ended the last conversation with it’s not my job to give you numbers. Check recording

  

  Business Response

  Date: 09/08/2022

  Hi ********,

  I am so sorry to hear about your experience with BCAA and understand how upsetting this was for you. We will have one of our Customer Care team members from our Road Assist Department reach out to you.

  Thank you,

  Ruth-Anne F******

  Manager, Customer Care - BCAA

   

   

  Customer Answer

  Date: 09/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: nobody had contacted me as said in the response 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/08/2022

  HI ********,

   

  I am sorry you have not yet been contacted. I have reached out to the Customer Care team over in Road Assist and someone will connect with you by the end of the week.

  Thank you,

   

  Ruth-Anne F******

  Manager - Customer Care - BCAA

• Initial Complaint

  Date:04/07/2022

  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 May 3, 2022 I used an *** car that was completed out of gas. I phoned *** and was told to fuel the car using my credit card and I would be reimbursed. I submitted the credit card charge by email on May 4, 2022. *** responded by email on May 12th, advising that a refund for the amount, $66.12 had been issued to my credit card. As of today's date, July 3, 2022, I still have not received reimbursement or any response to my multiple emails to ***.

  

  Business Response

  Date: 04/07/2022

  Hi *******,

   

  Thank you for reaching out. I am sorry to hear about the delay in receiving your gas refund. I have forwarded your concern to the *** management team and they have said they will have someone reach out to you.

   

  Thank you,

  Ruth-Anne F******

  Customer Care Manager  - BCAA

  Customer Answer

  Date: 05/07/2022

   
  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.

  *** refunded the gasoline purchase I made to a credit card that is no longer in use. I was expecting to see the refund on the credit card that is currently on my *** account since before this issue. 
  
  Sincerely,
  ******* *****
  

• Initial Complaint

  Date:10/06/2022

  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.

  I am a BCAA member. On 24th May '22, I called BCAA for towing services. BCAA's tow truck driver insisted on removing the bike rack which was attached to the rear hitch. It was suggested to the BCAA driver that other tow truck drivers raise the rear of the vehicle without incident, since the car has a manual transmission and there is a rack installed on the rear hitch. BCAA's driver ignored this advice and proceeded to use a power tool to remove the bike rack, immediately breaking the bolt that attaches the bike rack to the hitch. I never authorized BCAA's driver to remove the bolt. BCAA's driver then towed the vehicle causing the rear rack to scrape along the tarmac, removing paint from the bottom of the rack and exposing the metal to rust. BCAA has been informed of the above and denied the claim for damage, indicating they will only consider compensation for the value of the bolt that their driver broke. BCAA also claim they have photos of pre-existing damage, however they refuse to share them with me. The deplorable level of customer service is astonishing.

  

  Business Response

  Date: 10/06/2022

  Hi Mr. ************

  Thank you for reaching out. I have spoken to our Customer Care Manager in our Road Assist Department who has been communicating to you by email. Please review these emails and the options provided to you as an impartial opinion is needed. We look forward to hearing which option you would like to proceed with and we will move forward towards a resolution.

  Kind Regards,

  Ruth-Anne F******

  Manager - Customer Care - BCAA

   

  Customer Answer

  Date: 13/06/2022

  
  Complaint: ********
  
  I am rejecting this response because the information provided to me by email by the BCAA Automotive Manager is simply false. I would like to pursue Management Review.
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 14/06/2022

  Hi *****

  Please refer to the email from the Automotive Manager at 2:18pm, June 13, which advises that your file has been reviewed by multiple Managers. While we understand this can be frustrating, we are handling your concern using the same process as other concerns of the same nature. As per our conversation, your next step would be to get an independent third party opinion with ****. You can start this process by calling **** Dial a Claim at ************. Please provide the Automotive Manager with your **** claim number once this has been completed and he will be happy to work with you for a resolution.

  Thank you,

  Ruth-Anne F******

  Manager - Customer Care - BCAA

  Customer Answer

  Date: 14/06/2022

  
  Complaint: ********
  
  I am rejecting this response because it simply does not make sense.

   

  Why am I required to get an opinion from **** when I know what happened?  Indeed, I saw it: the BCAA driver, without my permission, attempted to remove the bike rack and in doing so, broke a bolt which is used to secure the rack to the hitch. This is a fact. The driver then drove off with the vehicle being towed scrapping the underside of the bike rack on the tarmac. This is also a fact. Why is BCAA denying responsibility for the damage they caused?
  
  Sincerely,
  
  **** ***********