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Complaint Details
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Initial Complaint
05/20/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I used TrueCar as a part of the employee new car purchase program through my employer. In doing so, several dealerships contacted ME and NONE were willing to honor the "TRUE CASH OFFER" on the price of my trade in at $****** or the additional $*** off **** certificate simply because "they didn't have to". I was able to get them to an unreasonable ****** for the trade in PERFECT condition. They also did not honor the pricing on the new vehicle and bait and switched the 2022 4x4 with a 2021. The dealership tried to use a number of misleading tactics including a "lower" interest rate upon the purchase of a vehicle service contract. I had to cancel the service contract resulting in an inflated monthly payment for the vehicle. I am severely disappointed with the misrepresentations from TrueCar and the dealership that they gave my contact information to. This resulting in thousands of dollars of an overpriced vehicle, ********* lost in the trade in, damage to my credit and the ruined experience of purchasing a new vehicle. ************************ forged a customer satisfaction survey and engage in completely unprofessional and highly questionable business practices and should not receive referrals to take advantage of customers.Business response
07/15/2022
Business Response /* (1000, 9, 2022/06/13) */ Thank you for taking the time to talk to us regarding your experience with one of our in network dealerships. We will be taking any necessary corrective actions. This feedback also helps us evaluate our relationship with the dealership. If you have any questions please give us a call back at ************ and we will get you in touch with your case representative. Consumer Response /* (3000, 11, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response from TrueCar is a non-response to all the concerns raised, including the dealerships deceptive and illegal business practices. The dealership continues to be a partner of TrueCar advertising programs and discounts that will not be honored. There is zero solution presented here and a clear admission of unwillingness to address the issue. Business Response /* (4000, 13, 2022/07/01) */ Hello *******. Thank you for your additional feedback. We have tried reaching out to you again to discuss this further, but have only been able to leave voicemails. When we originally talked, any concerns regarding your trade in was not discussed. After further investigation we can confirm you received an estimated offer that is subject to the dealership's appraisal. In addition, the $*** incentive was exclusive to a 2022 vehicle and your purchase was a 2021. This was not brought to our attention until after your purchase was completed. At that time it would be at the dealership's discretion to unwind the deal. Any concerns regarding the service contract, interest rates, and the survey is outside the scope of your TrueCar offer. We are happy to discuss any of these matters directly and address any remaining concerns. Consumer Response /* (4200, 15, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I did receive this voicemail, still not addressing any of the concerns. I will take this response as TrueCar condoning the actions of the dealership and taking responsibility for releasing my information to a third party that had zero intention on honoring the promises made by TrueCar. I guarantee this will not be the end of the actions that to be taken against both. I would also like in writing where it states the coupon was only for a certain year model and not all "new" vehicles.Initial Complaint
04/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
$****** was offered to me to sell my truck to a True Car partner. I contacted ******************* in ******* for appointment to sell them my truck. Wil asked for pictures and my registration so I sent them. Wil said that the offer quoted by Truce Car was too high and the most they could maybe give me would be $****** but they would need to do a vehicle inspection.Business response
06/13/2022
Business Response /* (1000, 8, 2022/05/27) */ Hello *****. thank you for your feedback and for taking the time to talk to us. If you have any additional questions please do not hesitate to contact us directly at **************Initial Complaint
04/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The service is fraud. The companies that give offers on automobiles from this service routinely try to scam customers for amounts up to $***** and higher.Business response
05/11/2022
Business Response /* (1000, 5, 2022/04/29) */ Hello *****. Thank you for taking the time to talk to us this week regarding your experience. As a reminder, TrueCar is not responsible for the pricing on the site, but we encourage the feedback if there are any discrepancies as we want to be sure the pricing is correct on our site. If we can assist you any further please give us a call at XXX-XXX-XXXX.Initial Complaint
03/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
used True Car Perks at work they were supposed to give you this ******* value and WOW Points(10,000 = $100.00 x2) bought 2 cars nothing, lots of promise's on email from there "support team" 60 days later no wow points postedBusiness response
05/09/2022
Business Response /* (1000, 5, 2022/04/22) */ Hello *****. Thank you for taking the time to talk to us this week. We appreciate the opportunity to assist you and happy that we were able to connect you with the necessary tools to resolve your concerns. If you have any questions or need any additional assistance please reach back out to your point of contact or call us at *************Initial Complaint
01/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I did a car search- reviewed truecars website- FOund a few I would be interested in. I was forced to register to be able to see where to actually purchase the vehicles- After I began to recieve emails/calls I determined the vehicles in question do NOT exist! This appears to be a way to increase flow to their website and give dealers "live" customers. So now I have to deal with car salespersons/dealers harrassing/pressuring me- I feel like this is just another scam- I regret registering *funny how they don't have an unsubscribe button*Business response
02/17/2022
Business Response /* (1000, 5, 2022/02/10) */ Hello *****. Thank you for providing this feedback. We understand that your experience can be frustrating. To clarify, we only provide contact information to a dealer after a consumer chooses to view available inventory or get their TruePrice which in both cases notes that by choosing to do so your information will be shared. This is disclosed to the consumer prior to their choice to be connected with dealers. We apologize if you did not expect to be contacted by dealers. We have unsubscribed you from any TrueCar marketing emails. We have also tried to reach out to you to confirm if you would like us to connect with any dealers on your behalf that you have been introduced to and asked them to stop calling, texting, or emailing you. If you would like us to move forward with this request and to also discuss in more detail your experience with the dealerships, please call us at ************. Consumer Response /* (2000, 7, 2022/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Good enough....i just dont want to be hassled by dealers and/or true car if they dont have the cars they advertised. I have purchased a vehicle that was legit elsewhereInitial Complaint
12/17/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Truecar offers are a lie. I contacted at least 6 dealerships in the area and not one would honor the truecar price. They all wanted at least **** to **** more than the truecar offer and they did not include all the accessories, market adjustment fees, etc. In particula, Spreen Honda in Conora offered the car at about ****** and then told me the car was actuslly *******Business response
01/11/2022
Business Response /* (1000, 5, 2021/12/23) */ Thank you for taking a moment to share your feedback. We're disappointed to hear that you had anything but an exceptional experience with us. We have attempted to reach you several times by phone and email, but were not successful. We would like to gather additional details. Please give one of our team members a call at ************.Initial Complaint
10/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used TrueCar.com two days ago to browse vehicles and see estimates as I am considering trading in my own. Over the past two days I have been inundated with emails and phone calls from sales people across the state trying to sell me a car or purchase my own. I did not want to have my email address given away to third parties, especially in this intrusive manner when I was only beginning to weigh options, and did not expressly request to be contacted when I have nothing of substance to discuss with any salesmen. I am now getting more emails and calls (as is my husband somehow.) This event has hit a particular nerve with me as my other email was recently "spam bombed" while my bank account was hacked and ID stolen. I am requesting to have my information purged from this website, to have the numerous third parties with whom it was shared with contacted to cease unsolicited communications, and to have TrueCar.com cease any further sharing of my information unless expressly requested.Business response
11/12/2021
Business Response /* (1000, 5, 2021/10/26) */ Hello *******. Thank you for contacting us and for your feedback. We only provide contact information to a dealer after a consumer chooses to view available inventory or get their TruePrice which in both cases notes that by choosing to do so Certified Dealers will be contacting you via phone, email, or text. We have already reached out to any dealers you have been introduced to and asked them to cease contact with you. We have also unsubscribed you from any TrueCar marketing emails. We apologize if you did not expect to be contacted by dealers and for any inconvenience this may have caused. If you have any additional questions or concerns, please don't hesitate to contact us directly at (888) TRUECAR.
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Customer Complaints Summary
18 total complaints in the last 3 years.
3 complaints closed in the last 12 months.