Complaints

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:07/21/2024

  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 was the victim of a prank involving this company. Someone created a Truecar account and submitted my information to Truecar pretending to be me interested in buying a car. They submitted my phone number and email address and I was INUNDATED with calls, texts, and emails from salespeople at car dealerships. I received over 150 of these messages within a week. With Truecar there is no confirmation process to show the person requesting information, is in fact that person. Once your contact info is submitted to Truecar - they blast that info with all of the car dealerships in their network. And once your info has been received by a dealership, there is no way to cancel it; you have to individually tell each person who calls - 'please take me off your list' or you'll have to block numbers as the calls come in. This could easily be resolved if Truecar sent an email and text back to the requester after the initial reachout to confirm that yes in fact this person is requesting information. I spoke with a customer service *** at ******************** who confirmed that they do nothing to confirm the information coming in is correct. So even if someone legitimately wants to be contacted by dealers with a specific car, if they put in incorrect info, then the other person will be bombarded with requests.It is also unclear what Truecar's method is for ensuring that the info they share is only going to dealerships. So basically, if you put your info into their system, any bad actor will now have your info. I honestly cannot believe this is legal. I recommend avoiding this company at all costs. And I strongly advise them to update their system.

  Business Response

  Date: 08/08/2024

  Hello *****, thank you for reaching out to TrueCar regarding your concerns and for taking the time to talk to us over the phone. We have reached out to the dealerships that received your contact information from us and requested that they cease contact. We also blacklisted your contact information so that if used in the future it will not be sent to the dealership. If you have any questions please give us a call at the number provided to you during our conversation or call us at ************. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21985196
  
  I am rejecting this response because:
  

  As stated on the phone, I heard from hundreds of autodealers.  You told me your system only showed 5.  I received no proof that even those companies were contacted to have my information removed from their systems.  I continue to get lingering outreach from this incident.  Also - this complaint is designed as a warning that this company will take anyone's information and does nothing to verify that is actually a person requesting their services.  Also - once this company has your info - it's out there.  You can expect to be getting spam from companies that they share your info with.  I don't understand how it is legal.  The call I received was not adequate.  The company is not addressing this issue.  

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

  Business Response

  Date: 08/19/2024

  Hi ***************. Thank you for getting back to us with your additional feedback. When we talked to you we advised that when your information was used to set up and account that it was sent to five dealerships. We have requested that they cease contact from you. We did not share your contact with anyone else other than: Envision ************************************** (CA), Hayward Honda, ************************* ****** If you are still receiving calls from these stores please let us know and we will reach out to them again. Since they are their own entity they do have their own policies so we also suggest that when they call to request to be removed from their contact list and unsubscribe from their emails. If you would like further options you may also visit our "Privacy Policy" and our  "Do Not Sell Or Share My Personal Information" links at the bottom of our website. If you have additional feedback or questions please give us a call back at the number we provided when you were talking to our escalations department. Thank you. 

• Initial Complaint

  Date:07/11/2024

  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 writing to file a complaint regarding my recent experience with one of your partner dealership.On May 8, I used TrueCar to find a competitive price for a 2024 ****** Versa advertised at the price of $22,000, which led to an "Out the Door" price agreement of $21,500, yet this was contingent upon fulfilling certain conditions of add-ons set by their sales manager. Trusting the dealership to follow through and their commitment to TrueCar, I agreed to purchase the car under these terms. The original sales manager stabled the calculations to the purchase contact including the $999 charge for the protection plan (ceramic coating) and taxes.Even with using the truecar platform 1. The dealership did not honor the original agreement. Under the guise of a protection plan they added an unwanted ceramic coating, without properly informing me of the application and the option to refuse consent.2. Despite assurances that these additional contracts could be canceled, the dealership has refused to refund the mark-up of $1,337 over the agreed price insisting there is no refund on ceramic coating regardless of the circumstances.3. Attempts to resolve the matter with the dealership have been met with a refusal of the original term, a lack of transparency regarding the contact and the details of the departure of original sales manager.Given that this situation involves the price and terms advertised through TrueCar. The dealership's practices have not only caused financial distress but also undermined my trust in the TrueCar platform and the dealerships they advertise.I do not know if TrueCar intercedes and helps facilitate fair resolutions over misuse of add-ons or how they respond with dealerships who do not adhere to their policies. Let me know what steps I need to take or provide any additional information to support my complaint.

  Business Response

  Date: 07/22/2024

  Hello ************. Thank you for taking the time to provide us with this feedback and giving us the opportunity to assist you. We have talked over the phone and are currently waiting to hear back from the dealership regarding a final resolution. Notwithstanding, we will take any necessary internal corrective action with the dealership. We appreciate you bringing this to our attention as it helps us develop a more curated dealer network. Although we are still waiting to hear back from the dealership, if you have any questions in the future please give us a call back at ************ or at the number you have been communicating with us on. 

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising 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.

  Dealers do not honor quoted price and try selling other vehicles even if still in inventory. Below is my quote that dealer would not honor even though in inventory when i called to check. our Deal Code P2WFEWJ27W Present your personal Deal Code at the dealership.Review Your Deal 2024 ****** RAV4 Limited AWDVIN: ***************** Limited AWD VIN: ***************** $41,573 Cash price with ************ Amount Due At Signing $41,573.38 Sales Price $41,573.38 Sales Price $41,573.38 Total MSRP $41,630.00 Dealer Discount -$4,866.00 Accessories $997.00 Dealer Fees $849.00 Government Taxes and Fees $2,963.38

  Business Response

  Date: 05/21/2024

  Hello *****. Thank you for taking the time to provide us with this feedback and for the update you provided when we reached out to you. We do take feedback like your seriously. This helps us evaluate our relationship with our dealer partners. We will also escalate this internally and be sure to take any necessary corrective action. If you have any questions please give us a call back at the number we provided you.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21710511
  
  I am rejecting this response because:

  to Little to late.  The party tried to up sell when they wouldnt honor the price from your website, so I moved on.  Seems like you are simply a lead generator for dealers and not a valid agent. 

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

• Initial Complaint

  Date:10/25/2023

  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 tried to use their Truecar Auto Buying Program for Uber instead of ***'s Club but their clunky website link automatically logged me into my ********** account since my Uber and ***'s Club both use the same email. I tried emailing and messaging their customer service right away but received no guidance or customer service in a timely fashion when I could have still searched the car I bought properly. If Uber or Truecar had an option to select Uber over ***'s Club this whole issue would have been avoided. I even provided them documentation of my vehicle search under the matching email on both my ***'s Club and Uber accounts with matching vehicle VIN. Truecar said sorry you didn't follow the fine print to a tee. Even though I asked Uber for specifics on how to properly claim the bonus. Uber and Truecar totally lacked any and all information to properly claim this benefit being offered.

  Business Response

  Date: 10/30/2023

  Hello. ******************. Thank you for taking the time to talk to us regarding your concerns. We look forward to receiving any additional screen records to send to the appropriate teams. This will help better assist with us looking into this issue.  If you have any additional documents, feedback, or questions, please do not hesitate to contact us at ************. 

• Initial Complaint

  Date:01/26/2023

  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 asked the business to not sell my information. TrueCar sent me a link to a form to fill out. After, I submitted it via the website, I was denied. I asked TrueCar to delete my account and stop selling my information. They sent me the same link and told me to select "delete account". After I selected the submit button the page went blank. I tried 2 more times. Please have them stop selling my information and delete my account. I signed into truecar using my ****** account: ***************************** and my email account used: *********************** The 3 attachments (1) the form (2) blank page (3) confirmation form was sent. I am not sure if using 2 different emails ( one to login & one for contacting)

  Business Response

  Date: 02/07/2023

  Thank you for reaching out to TrueCar. We tried to contact you via phone, but were not successful. We sent you a follow up email providing you with details regarding accounts for both of your email addresses and their status and next steps to complete your request for "Right to Delete" and "Do Not Sell My Personal Information" for the email we do have on file. In the meantime we have blacklisted your email address and removed your from our marketing emails. If you have any questions or need assistance please call us at ************ or at the number on your email correspondence. 

  Customer Answer

  Date: 03/07/2023

   
  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

  Date:01/04/2023

  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 received a $500 off Truecar Dealer certificate on a purchase of a new jeep. I purchased my new jeep on November 16th from Tasca, in ************. They tried to submit the certificate and it came up as invalid. I spoke with ******* at TrueCar, after much back and forth it was deemed that it was an internal error and the 500 dollar certificate was valid. She reached out to **********, who should be honoring the $500 certificate. ********** stated they would contact my dealership, this was at the end of November. As of today they have not been contacted.

  Business Response

  Date: 02/07/2023

  Hello ******. Thank you for reaching out to TrueCar regarding your experience utilizing our program We understand how this could be frustrating and will take any necessary corrective action on our end. If you need any additional assistance please do not hesitate to reach back out to us at the number at the bottom of your email correspondence. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19318574
  
  I am rejecting this response because: I was advised I would be receiving a $35 amazon gift card, I have not received further information on this nor have I received anything in the mail. Please confirm this is still accurate and I will accept the response.

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

  Business Response

  Date: 03/24/2023

  Thank you for bringing this to our attention and taking the time to talk to us today. We started the process on your goodwill and you have our contact information if needed. Please reach out to us at the number provided if needed. We will be sure to take care of you.