Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of Transaction: September 17, 2024 Amount of money paid: $23,000 + Repairs The business committed to provide: A well maintained, functional 2016 Jeep Wrangler, free of disrepair.Nature of the dispute:I originally contacted Navy ******************** (****) in assisting with the purchase of a vehicle. **** placed me in contact with ******** (a trusted partner) for this service. TruCar then sourced a vehicle from ***************** (Tarvana).The vehicle was late upon arrival. Door to door delivery did not occur. The vehicle arrived without all of the required paperwork to title and register it in the state of ********. The vehicle arrived with only 1 set of keys. The vehicle was delivered without temporary license plates rendering it useless, initially. Upon returning from a funeral out of state, I now have no transportation, **** and rental costs, repair costs and an engine replacement on top of the improper and incomplete documentation.Throughout this exchange and process, I have contacteed NFCU, TrueCar and multiple members at ******* in an effort to gain any assistance in this matter.Whether or not the business has tried to resolve the issue:At no point has any of the listed entities attempted to provide any resolution or restitution regarding this matter. NFCU, TrueCar and Tarvana have all taken the position that it is the fault of one of the other entities.

  Business response

  01/09/2025

  Hello *******. Thank you for your feedback. We take these concerns with high importance and appreciate the opportunity to assist you. We have been in communication with you and will continue to work diligently toward a resolution. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Customer response

  01/18/2025

   
  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 assuming there is complete follow through, as promised, until a proper resolution/settlement is reached.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TrueCar is offered to me through two companies, ************* and ***********. I wanted to redeem my benefits through ***********, so before finishing buying the car I called TrueCar to see what I needed to do. Do I need to do anything specific to redeem one and not the other? Can I redeem both? How does this work?It seems the ***resentative was not trained on how to answer my questions. They said nothing was needed if the company was connected with the dealership I wanted to buy from. I had first used the **** Club portal to find my car, so I navigated to the Progressive portal, found my car listed there as well, and finished buying the car. I called within the 45-day window to redeem my benefits. The new ***resentative explained I had to click a certain button on both websites to be able to choose which benefits to redeem. I had clicked on one of the two websites, called the dealership to confirm theyd meet or beat the price, then confirmed with the dealership and with the TrueCar *** that the car was linked to Progressive. Let me be clear, there are not any instructions or details included in TrueCars advertising or FAQs that explains this as a prerequisite. Other information, such as explaining that they are not the method for the funds transaction, actually detracts from their desired effect of having the user click member pricing. The *** I spoke to tried to be helpful, but she had not run into this before either. By no fault of the lower workers, but very poor planning and advertising at the higher level, the steps necessary to use the service are not specified. The one-up manager was also unable to resolve this, understandably as they dont make company policy. Those who DO make these policies and signed off on vague, misleading advertisement and are leading poor training for their workers, need to make this right for me and for those who run into this in the future. Let me redeem my benefits, and drastically improve your website information.

  Business response

  01/09/2025

  Hello *******. Thank you for taking the time to talk to us this past week regarding your feedback. We are pleased to have been able to assist you and find a resolution. If you have any questions please do not hesitate to contact us at the number that we were communicating on. Have a great day!

  Customer response

  01/20/2025

   
  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. They fixed the problem affecting me personally, by "making an exception", so I wanted to mark it as completed.

  However, TrueCar did not make any indication that they will Discontinue the Advertisement Means that lead to the issue. I wanted the BBB to be aware of that. I'm not sure how else to communicate this. Thank you for your services and time!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Via US News (usnews.truecar.com) they collected and handed out my contact info without my *clear awareness and consent.*. I have been bombarded nonstop for hours by dealerships.This is a scummy business that deserves nothing but the worst. I am seeking complete and utter destruction of my personal contact info from any and all records in addition to them contacting everyone they previously provided my contact info to and getting THEM to remove my contact from their files.This is only fair and reasonable.

  Business response

  12/13/2024

  Hello Mr. ******** Thank you for taking the time to provide your feedback. We truly appreciate it and take your concerns seriously. We attempted to reach you via phone and email but were unfortunately not able to connect. As requested, we have sent you detailed instructions on how to submit a "right to delete" request. Additionally, we have contacted the relevant dealerships to request that your contact information be removed from their systems. Because dealerships are a separate entity, we do recommend reaching out directly to them to request that they remove you if they continue to call you. If you need any further assistance or have additional questions, please dont hesitate to reach out. We are here to help and are committed to resolving any outstanding concerns. Thank you again for your feedback.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We inquired about purchasing a 2024 Jeep Gladiator, using Truecar as a auto buying service. Truecar emailed us a price to purchase a 2024 Jeep Gladiator. We contacted ******** Jeep, to purchase the 2024 Jeep Gladiator. ******** Jeep would not honor the price, they stated "Truecar price is inaccurate"We contacted Truecar, Truecar stated "they don't know why the price was inaccurate"Truecar buying service would not stand behind the price, Truecar/ ******** Jeep quote d and sent us an email offer.

  Business response

  11/19/2024

  Hello Mr. ******* Thank you for taking the time to share your feedback and speak with us about your experience with our program and Certified Dealer. We greatly value your input and want to assure you that we take it seriously. As a result of your feedback, we have implemented corrective measures, and the pricing on our website has now been updated accordingly. This improvement is a significant achievement, thanks to your contribution. Should you have any further questions or need assistance, please dont hesitate to contact us at *************
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company has a car advertised starkly different than the real price I believe that they're practicing price deception and price dripping. They will not honor the price they're telling me that it's wrong on ********* thing, ******, and the website,.

  Business response

  11/18/2024

  Hello ********. Thank you for reaching out to TrueCar with your concerns, and for taking the time to speak with us. We truly appreciate your feedback. If you come across any additional information that could help us better understand and address your concern, or if you need further assistance, please don't hesitate to give us a call at ************. Were here to help and look forward to resolving this for you.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against TrueCar for false advertising and misleading pricing information. On 08/22/2024, I used TrueCar's website to research prices for a new vehicle. I found a listing on TrueCar's website for a 2024 ****** Rogue SL FWD, which displayed a total price of $35,717, including estimated taxes and fees.Based on this information, I contacted ******** ******* the associated dealership, to proceed with the purchase. However, upon speaking with a representative from ******** ******* I was informed that the price listed on TrueCar was inaccurate and could not be honored. The dealership provided a different price that was significantly higher than what was advertised on TrueCar's platform.This discrepancy caused a great deal of frustration and wasted time. I relied on TrueCar to provide accurate and transparent pricing information, which is a key part of its advertised service. The misleading pricing practices led me to engage with ******** ****** under false pretenses, believing that I would be able to purchase the vehicle at the advertised price.

  Business response

  09/09/2024

  Hi *******. 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. The dealerships are responsible for the pricing on our site, however, should be adjusting the pricing to reflect a transparent price. With this feedback we will take necessary corrective action on our end. We have attempted to contact you by phone and email, but were not successful in reaching you. If you would like to provide addition information please give us a call at ************. 

• Initial Complaint

  07/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 ************. 

*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. ↩