Complaints

This profile includes complaints for ICBC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ICBC

  118 151 W Esplanade North Vancouver, BC V7M 3H9

• 

  ICBC

  1720 Springfield Rd Kelowna, BC V1Y 7W2

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:29/08/2023

  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.

  I am adding a picture to show you what the scene looks like because ICBC never bothered to look. ICBC did not give me all the break down on how this 94 truck was appraised. I took the photo to a dodge dealer and their appraiser told me that it not worth more than **** due to its condition. Does ICBC inflate their appraisal to gab more cash. I showed the photos to my friend who owns a German and luxury exotic cars body shop ICBC approved . He approved it less than ****. I asked ICBC how they came to that. All they told me they cant divulge any information privacy thing but ICBC can scam and do not look at the truth. ICBC called the **** for a welfare check on me. I have been trying to speak with them for 3 days. Nobody gives a ****. A welfare check isnt going to keep me from loosing my job, a welfare check isnt going to keep me from being evicted because I loose my job and cant afford to pay $90 more insurance. I am on disability. ICBC did not do an investigation. I have added a picture of the scene but you need to go look at it. The **** you sent saw it and agreed with me. I added prices of that 94 truck from a few sites. How the did your estimator come up with a price they is unrealistic of the truck. I want an investigation and I want to file a complaint as ICBC took away my rights when it did it do a proper investigation.

  Business Response

  Date: 06/09/2023

  This matter is resolved. 6Sept2023, The ******************** reviewed the complaint and subsequent claims file. We found no admirative unfairness in the handling of the claim. The customer was sent a letter advising as such.
  **** *** ***** *******

• Initial Complaint

  Date:26/05/2023

  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 bought a new car .At that time in January the new car was registered and the process kept resetting so it took 6 x to get my plate registered. The first payment was taken right away since then i have been double charged.I have been fighting to get my money back for the past months .I have been told that its my tuff luck and they cannot do anything.Im a single mom raising 2 kids and this has put a mental and financial strain on me.The issue is not mine they made the mistake and they should fix this.I want to be compensated for the error and it made right as I cannot afford this. ** ***** ****** ** *** *** *** *** **** *** ****

  Business Response

  Date: 19/06/2023

  Dear *************************:
  
   
  
  Thank you for reaching out with regards to a concern you have around an ICBC-related experience. Unfortunately, we are not able to address the situation through this venue. We would, however, like to investigate further and to provide a solution if we are able.
  
   
  
  Customers are able to reach out to us directly on our website. For your ease, I have provided a direct link to our complaints and disputes process: *****************************************************************************************************************.
  
   
  
  For privacy purposes, we cannot respond to your complaint on the ************* Business website, but we hope to hear from you soon through the process outlined above.
  
   
  
  Thank you,
  
   
  
  ********
  
  Fair Practices Advisor
  
   
  
  *******

• Initial Complaint

  Date:12/05/2023

  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.

  ***** ********* refused to estimate damage to my vehicle on May 10, 2023 at 4:15PM. This is not in accordance with the agreement they have with ICBC, and cannot refuse to provide a damage estimate. My time was wasted and now I have to wait weeks for another appointment at an alternate ICBC accredited collision repair facility.

  Customer Answer

  Date: 19/05/2023

  After further research, my complaint shall be filed with ICBC, as it appears there is no system in place to ensure a motor vehicle insured with them will receive a damage estimate. I’ve tried 2 shops (most recently ***** *********) and both have denied to estimate. I’ve spoken to an ICBC representative who told me there is no obligation for any approved shop to estimate damages, and ICBC will not estimate it themselves either. I have waited months for estimates and cannot have ICBC fulfill their insurance obligations.

• Initial Complaint

  Date:11/05/2023

  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.

  My issue is with ICBC (Claim *******) I know they're just waiting this out so I can't do anything quite frankly I have no idea what to do or if this will do anything at I'm really grasping at straws.
  
  My vehicle was rear ended and at first ICBC was being OK and I was on their side all seemed to be good then came the misinformation and disinformation and in my opinion lies by call centre and the lying, screwing around, and dodging by my adjusters.
  
  I will admit when this started happening I started getting very angry I could have dealt with it a little better. There is to much to put in this, but it is all backed up in emails. Every time I called ICBC I asked to be recorded. I never received a dime for lost wages for 6 weeks I got Employment Insurance on the 6 week mark or I would have been screwed.
  
  I thought about apologizing for being angry but now if I had it in my head I wouldn't because ICBC has now shown my safety is of no concern to them. My adjuster ***** ***** made the comment when I brought up safety concerns about my car and I quote ""*** *** ***** ******** ** **". I brought this up with a passing Police Officer and he gave me his opinion. He said it's unfortunate what ICBC is putting me through and he felt the answer to my safety concerns by the adjuster were inappropriate.
  
  I drove the car like that for approximately 6 months with safety restrictions on the dashboard. There's over $15000 damage and the adjuster ***** ***** persist on fixing it. There's no more accelerated depreciation anymore to make up for my loss "even though a court of law said ICBC was on the hook for that" so the car is garbage and I'm stuck now. Car had no accidents, had warranty, and low KMS. Car was mint and now very hard to find.
  
  I have much more information on this. There's too much to put in this little box. I sent pics of the car to show what the adjuster saw when he made that ignorant comment. I do admit I could have dealt with this a little better, but this is wrong.

  Business Response

  Date: 15/05/2023

  We have a robust process for customers to bring their
  concerns forward. This process also ensures customers’ privacy is protected
  because the matters we deal with are often about confidential information,
  including health information. Customers with concerns should contact ICBC
  directly so we can assist with their concern while still maintaining the
  confidentiality and privacy of their information. For more information on
  escalating a concern related to a claim, please visit: *************************************************************************

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don't feel comfortable making my complaint with icbc where I'm sure it will get swept under the carpet. Consumers need to know what icbc is up too. I have tried working with my adjusters that hasn't worked.  That in my opinion has just been misinformation,  disinformation, and dodging me. My adjusters have been unfair and unreasonable.  The customer service has been awful. This includes the call center,  misinformation and disinformation are the key words.

  Haha I can't believe in the beginning I was siding with icbc on the changes they've made,  man I was an ***** to think this would go smoothly.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:25/04/2023

  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 was in a single car fender ****** May8/2022 with my 2020 ***** and to this day still do not have my car back Im been told they cannot get a part.I have no where else to turn all I want is my car fixed I had full insurance with ********* *** and ICBC why is it taking g this long. I need help

  Business Response

  Date: 01/05/2023

  This matter is resolved. 1May2023, ICBC Claim manager reached out to complainant directly by telephone and complainant confirmed complaint is with her private insurer for their optional vehicle coverage and not ICBC. No further action required from ICBC. 

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

  Customer Answer

  Date: 02/05/2023

  
  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:07/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2015 ***** ******* was towed to maple ridge ***** on July 15,2022. I filed a claim with ICBC due to Rodent damage and because the wiring had been chewed, i presumed that the dealership would be the best choice for fixing the problem.
  I have gotten no communication from Chuck on the progress. Unless I call. My car gas been at ***** for 3 months now and I am so distraught over the length of time to fix my car. I am supposed to begin a new job in two weeks and am fearful that I will STILL NOT have my car. On oct 7th, i am supposed to drive to my elderly parents in Kamloops BC for thanksgiving.
  Chuck (my service advisor) blames ICBC because they keep rejecting his submissions. I called ICBC and they told me that he has no idea of ICBC protocol. . But he said he told Chuck how it needs to be done and STILL chuck hasn’t submitted a proper estimate to ICBC. I calked Chucks supervisor James and he completly downplayed the situation. . I NEED A CAR. A repair that hasnt even begun yet and is 3 months + in ****** possesion and no communication with me has really left me distraught.

• Initial Complaint

  Date:23/09/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a loyal customer of ICBC for years. In spring of 2017 I moved to Alberta, sent in the cancellation forms along with my license plate, which ICBC claims they never received. I’ve spoke with them multiple times via email trying to cancel my insurance, was provided with the documents to fill out and send back, have sent in all the required documents multiple times, but ICBC will not cancel my insurance. I have not lived in BC for 5 years. I’ve tried calling them, and have waited hours on hold without being connected to an agent. This is negatively impacting my credit because every month they’re reporting a missed payment. I’ve done everything I can think of to resolve this issue and have emails from ICBC stating they would cancel my policy retroactively if I could provide proof of out of province registration. I have attached the completed cancellation request document along with my proof of registration and insurance in Alberta.

• Initial Complaint

  Date:13/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car hit by my neighbour in our building garage and ICBC fully paid my accident but No 1 Collision not fixed properly.
  I am going to explain accident detaily . My neighbour was coming backwards from her parking spot and I parked backwards because I have ***** and I need to park backwards because of charging reason.
  And her left back hit my right front , I wasn’t in there so I didn’t see accident.
  Because of accident my headlight and fog light broke, until this point everything looks normal but later on I found out it wasn’t just headlight and fog light.
  My fender was bended so little and because of this my headlight was sitting outside of it’s frame and my fender wasn’t flush with my hood.
  My hood right side hinge and my right side front door hinge start to make sound and most worse one is my right side brake start to make very strange sound.
  Even I wasn’t braking when I turn my wheel full right at slow speed my right front tire making strange sound.
  First I went No 1 collision 3rd avenue location they fixed my headlight and I took my car after that I found out my headlight didn’t fit properly because of small bend on fender, i went back and they fixed it, and I found out my fender was not straight, I went back again and they said it’s because of ***** factory mistake ( I clearly remember my fender wasn’t like this) but I went ***** and they said this is not factory mistake. After that I opened my case 3 times by ICBC and went to lougheed location because I couldn’t solve my problem with 3rd avenue location but every time I opened my case and went to No 1 collision they said they are going to call but never called and they closed my file. And later on I learned from ICBC because they already charged labour to them so I think ICBC not paying them more because they already paid .
  So as a result , No 1 collision returned my car without checking my car’s mechanic parts with ***** Center.
  If you need more information, please ask me , thank you.

  Customer Answer

  Date: 14/09/2022

  Hi,

  my claim number and date is below

  
  Claim number *********
  Date of loss September 10, 2021

  Thank you,