ComplaintsforAMA

• Initial Complaint

  19/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Complaint involves Alberta Registry Services, at the St Albert Trail location ************. My husband and myself are in our 70's and have used AMA Registry Services for the past 10+years. A couple of years ago, when we were purchasing registrations, we were offered verbally automatic registration renewal for all our vehicles. We accepted this offer,gave a credit card method of payment and auto-registered all of our vehicles at the office. Currently AMA holds requests for five vehicles belonging to us - 3 cars, a motor home and a motorcycle. The auto-renewal appears to have worked sucessfully since 2022. However, yesterday (March 18, 2024), we were pulled over by the Red Deer police and told that our 2010 SmartCar (********) was not registered for 2023-24 (all our vehicles renew in April of each year). We were then given a ticket for $324. When we got home, we immediately called AMA Registry Services and were diverted to the Registry Services Call Center in Edmonton. We spoke to ***** ******, who then conferred with her colleague *** *******. We told them what had happened and asked for an explanation. (All of our other four vehicles had a current registration for 2023-24). ***** said that the auto renewal didn't go through because someone had changed the name of the Auto Registration from *****, to ***** and ******, without appearing at a Registry Office. We said that we did not recall making such a change; all of our vehicles have always been registered just under my husband's name. We said that even if such a change had been made, why would AMA not contact us? She said they had sent an email on April 21, 2023 advising us and that a phone call (robo) was made if there was no response.We said we had not received an email or a phone call. I called back the next day and spoke to a Team Leader, ****** *. and got no satisfaction. We want a letter, for court, saying that AMA did not do due diligence and was partially responsible for this situation.

  Business response

  22/03/2024

  Thanks for the opportunity to respond to Ms. ********’s complaint. Our Registries Supervisor contacted her on March 20 to discuss the situation, and we provided her with a written statement of what occurred. She can use this in court regarding the ticket she received. We’ve also updated our processes to ensure one of our agents follows up by phone with any member whose auto-renewal is rejected by the Alberta motor vehicle system in the future. Ms. ******** was satisfied with these actions.

  Customer response

  22/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21456249, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August I ordered a personalized plate for my vehicle. After 10 weeks I haven't receive this one. I come back in AMA office ****** * * ********* *** *** ********* to know what's happen. It turned out, that an agent (*********), who filled out my file, indicated a wrong address in my dossier. This address doesn't appear in any of my documents. My personalized plate was delivered to a wrong address and wasn't returned. I was obligated to cancel this order. Finally, I spend many my personal and business time and can't order the same personalized plate again. Nobody from AMA isn't responsible!!!!!!! - ***** * ***************** * ******* ******** ***** * **** * *********** ******************** ** **********

  Business response

  17/11/2023

  Thanks for the opportunity to respond to Mr. *********’s complaint. We’re truly sorry that the wrong mailing address was entered into his order for a personalized licence plate and know this was a huge disappointment for Mr. *********. We reached out by phone last Friday to discuss the possibility of ordering a similar personalized plate, but we understand that his heart is set on the original request.
  
  As compensation, we’ve added $100 in AMA Rewards dollars to Mr. *********’s account, and we’ll continue checking to see if the original plate is returned to Alberta Motor Vehicles. Should that occur, we’ll reach out to Mr. *********. Thank you for bringing this matter to our attention. 

  Customer response

  21/11/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20844253, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went on to register my Alberta Identification Card for my student loan on June 16, 2023. I need it to get my Alberta Account verified and I paid $49. When I received it, 2 weeks later and got my account verified about 1 week after, I immediately applied for my student loan and I got a letter from them about one week after the application saying I have issues with my Social Insurance Number. I went to Service Canada and they said there’s no issues with my SIN and they suggested it that it might be my name. I checked my ID and compared it to my mom’s drivers license and there it was! My last name and first name was switched that’s why it is having an error on the student aid website. I went to complain in AMA at the 45 St location and they still charge me $15 when it’s on their end who made the mistake. If I don’t get my student confirmation letter at the end of the month. I will be suing this company in court.

  Business response

  21/07/2023

  We’re sorry to hear that ******* *****’s interactions with us caused this frustration. On June 16, 2023, ******* ***** came into Calgary Main Registry department and requested a government identification card. There was an error in the transaction where the first name and last name were reversed. On July 12, 2023 ******* came back and names were corrected. During both transactions, an acknowledgement form would have been signed by Aleiyah confirming information is correct.
  
  We’d like to issue a refund to ******* ***** but unfortunately aren’t able to process it using the information provided as their name isn’t associated with a membership number in our system. They can reach out to ********************** to schedule a convenient time to return to the AMA Calgary Main Centre ***** ** *** *** and process the refund.

• Initial Complaint

  23/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have ama plus membership.i have now needed a tow and each time I have had to fight for my tow to happen. I called needing a tow from Lacombe to ponoka I had 2 kids in my car one being a infant and I understand not wanting the kids in the tow truck so I found us a ride which made it so I could not wait with my car I have always been able to show my ama membership and I'd upon them arriving to my location this time the lady said I was to wait ** ***** ** *** ******** **** ** **** ****** ***** *** ***** *** ****** **** ******* ** ***** ** ** *********** *** ** ****** ** *** *** *** *** *** ****** * ***** *** ********* ******* ****** ** ***** ***** **** ****** **** ** ******** ******** Since I'm never able to get a tow without such harassment I'd like my money back as it's a waste of my money to pay for ama plus if I am always going to be stranded

  Business response

  07/07/2023

  Thanks for the opportunity to respond to this concern. At AMA, our top priority is the safety and security of our members and what matters most to them. Calls are prioritized based on a number of factors, so we’re not always able to respond to calls in the order they’re received. In some cases, we also need to make special arrangements to ensure we’re able to provide service as soon as possible.
  
  We have spoken with Ms. ***** directly about her concerns and she was pleased that we reached out. She has decided not to cancel her membership.
  
  We’re glad we were able to resolve this issue and that we’re able to continue to serve Ms. ***** as a member of AMA.

  Customer response

  10/07/2023

  
  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

  23/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife died and I am trying to have her name removed from my polices. I presented her death certificate, her will, and her power of attorney, yet I still can't get them to remove her name from the policies.

  Business response

  01/03/2023

  We’re deeply empathetic to Mr. *******’s situation and appreciate why this experience has been frustrating for him. Having to navigate these legal complexities, all while coping with profound personal loss, would be a lot for anyone. We don’t want to add to that stress.
  
  Mr. ******* can be assured that our intention is to help support him through this process, which we understand can be a challenge. Alberta Motor Association Insurance Company is bound by strict legal policies and procedures designed to protect the privacy of our policyholders and the financial interests of their estate, should anything happen to the property. In this case, there were outstanding documents required from Mr. ****** to complete his request. We apologize if this wasn’t communicated clearly and have reached out to provide assistance. We’ve since received those documents and were able to remove his wife from the policy.
  
  

  Customer response

  02/03/2023

  
  Complaint: 19454491
  
  I am rejecting this response because: I think that the AMA oversimplified their response. I did supply all the documents required. I had several different answers from the various people that I talked to, it was a very stressful experience. They didn't seem to be able to get their act together. Member since 1954.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  16/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were taking advantage of and giving a bait and switch for hotel on our wedding in the Bahamas. We were lied to by the ama representative om what we paid for and what we got. It was so bad the hotel said they would compensate the booking agent ama with a 50% refund of the holiday almost $9000.00 however ama falls to provide us with the refund. There is much more to this however doesn't fit in the space. We paid for a wedding King suite Ocean view and got a double broken room with no view. Was a disaster wedding We were also lied to about the flights and forced by the agent to stay over and spend another night for no reason

  Business response

  24/02/2023

  Thank you for the opportunity to respond to this complaint. We pride ourselves in taking care of our members like they were our own family, so hearing about the trouble Mr. ****** and his partner encountered on their trip is certainly concerning. To clarify, Mr. ****** booked the wedding package directly through this hotel prior to reaching out to us to book flights and accommodations.

  
  We met with Mr. ****** to discuss his concerns when he returned from his trip. A summary document of the conversation has been created. Once Mr. ****** has verified that his concerns have been laid out in the document, we will reach out to the supplier and the resort to have them review what occurred, including the services the couple booked independently through the resort. We will advocate for Mr. ****** as appropriate.  Mr. ****** stated he is happy with this plan to move forward.

• Initial Complaint

  16/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called for home auto insurance quote. Was refused service based on home is in Fort McMurray. AMA stands for Alberta motor Association. Their home page says providing home and auto insurance for Edmonton, Clagary and all of Alberta. Was refused service based on the city I live in Fort McMurray.

  Business response

  27/01/2023

  The Alberta Motor Association Insurance Company (AMAIC) can provide Mr. ****** with a quote for their automobile insurance, but we are not providing new homeowner insurance quotes to those in the Fort McMurray area who do not have an existing relationship with AMAIC. Our priority at this time is to support our current customers and focus our resources on ensuring their insurance needs are met. Sometimes this may mean we need to restrict our sales of new policies in some areas.
  
  We understand this situation may be disappointing to Mr. ******. We know that this is not the result they are looking for and we can understand their frustration. We have a responsibility to serve our current customers as best we can, and this decision allows us to do that.
  
  If Mr. ****** would like to discuss automobile insurance, we encourage them to connect with an AMA Insurance advisor at **************.

  Customer response

  30/01/2023

  
  Complaint: 18820199
  
  I am rejecting this response because: Their front page on their website says serving Edmonton, Calgary and all of Alberta. 
  If that is not the case then change it and list all the Albertan communities the AMA doesn’t choose serve. I spent 30 minutes on the phone, AMA gladly collected all my personal information, ran a credit check only to reject my application by geographical location.
  
  Sincerely,
  ******* ******
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined AMA back to around 2017. During the year I feel it is not useful as I expected, so I didnot renew the membership. Till today, I surprised found out from my credit card statement that they are still charging me membership fee! Because they charges me only once a year from my credit card, that is why I didnot notice it for years till today. I never agree to automatically renew my membership and I have not use their service for years. Who is willing to continue to pay the membership for years without using it? Why they did not charge me month by month as there is no installment fee? afraid be noticed by me? It is not the the way to do business by tricking people to pay membership! Please help me recover my membership they charged in the previous year. Really appreciate your help Best Regards, *** **

  Business response

  18/01/2023

  We’ve had a chance to review Mr. **’s concern and reach out to him directly. Although we confirmed that we mailed Mr. ** a paper statement notifying him of the membership renewal each year and providing the opportunity to cancel the membership prior to that renewal date (as is our practice), we also found that during this time, the member did not place any roadside calls or use any other AMA services. As an act of good faith, we’ve confirmed with Mr. ** that he will be refunded his membership dues as of the date of his intent to cancel.  
  
  We appreciate Mr. ** taking the time to share his concerns and connect with us on this issue.

  Customer response

  18/01/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18713257, and find that this resolution is satisfactory to me.
  
  

  I really appreciated your help.

  
  Sincerely,
  
  *** **

• Initial Complaint

  21/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 21 AMA came to render out 4 hours late then said they had a RCMP call and left and never came back.

  Business response

  29/12/2022

  Thanks for the opportunity to respond to this complaint. We have spoken with Mr. **** and explained that RCMP calls take precedence over other calls. Mr. **** said he understood, and also let us know that he cancelled the call for roadside assistance himself, as he had to leave town for work and didn’t want to wait for service.
  
  We apologized for the situation, and Mr. **** seems satisfied with our response.

• Initial Complaint

  30/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing on behalf of my niece, ****** **, to express our dissatisfaction with her driving instructor ****** *******.  Since the start of her driving lessons, he has not fulfilled the expectations we had and, more importantly, has not lived up to what AMA prides itself on with respect to the quality of its driving instructors. He has not demonstrated that his goal is to see her succeed. In fact, it is quite the opposite. She has completed 18 hours of driving instruction with Mr. ******* and each class with him causes increasing anxiety and stress with his verbal abuse and lack of professionalism. He regularly tells her that she will fail and if she is unable to perform a driving skill, he shows his frustrations. He does not always take the time to inform her of the errors he observes, nor does he necessarily provide corrective instruction so she can prevent it from recurring. Furthermore, he has, on occasion, taken time away from her lessons to deal with his own personal matters and does not make up that lost time. These are just some examples of her experience with Mr. *******. Lacking any visible improvement of the situation over the past many weeks, she would like to request a new instructor for her lesson on Sept 11. We had trusted AMA with her driver’s training however, Mr. ******* has failed to create an environment conducive to learning and in developing a confident driver. Consequently we are also seeking compensation for what has been a traumatic experience.

  Business response

  08/09/2022

  Thank you for bringing Ms. *** and her niece’s experience with our Driver Education program to our attention. Learning to drive is an exciting and important milestone, so we do everything we can to make the experience a positive one; we’re disappointed to hear that wasn’t the outcome here. The goal of our driving program is for students to feel more confident in their abilities behind the wheel, and it’s clear we didn’t meet that standard.

  Our Driver Education team has reviewed Ms. **’s experience and will be providing our instructors with additional coaching to ensure better experiences for students moving forward. Working directly with Ms. ***, we’ve been able to schedule driving lessons for Ms. ** with a senior instructor that will be a better fit to instill confidence behind the wheel. We want her to have the positive experience she expected and deserved from AMA.

  We appreciate Ms. *** taking the time to reach out.

  We trust that this adequately addresses this complaint.

  Customer response

  08/09/2022

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

  i appreciate AMA’s responsiveness to the concern and offering a clear game plan to remedy the situation.
  
  Sincerely,
  
  ***** ***

*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. ↩