ComplaintsforTrueCar.com

• 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 ************. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buying a car through TrueCar+ has truly been one of the worst experiences. We purchased a car that upon delivery was a complete mess. The temporary tag was not sent. The car had undisclosed scratches and dents. There were half smoked cigarettes in the glove compartment. After finally receiving the tag, and driving it a couple hundred miles, we heard a horrible noise. Upon taking it to be inspected, we were informed the car was unsafe to drive. It had been in a previous accident, and the Carfax was listed as "very minor damage" "likely cosmetic." The frame of the car was completely bent, the transmission was inoperable, the seats belts were inoperable, etc. The dealership agreed to take the car back, but we were expected to eat the cost of the delivery fee to us, and schedule transportation to send it back. We were willing to accept the cost of the original delivery (although we were delivered a completely useless item of no value to us). However, we asked that in good partnership, TrueCar help with the delivery of the car back to the dealer. Although the negligence of passing the inspection falls on the dealer, TrueCar still facilitated the deal and allowed a car to be sold on their website that was completely inaccurate and deemed "unsafe." TrueCar washed their hands of the deal, and told us nothing could be done. We are now out over $1000 to receive and return an inoperable vehicle. I would never recommend this company to anyone if this is how they choose to manage their partnerships.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/10/14) */ Thank you for taking the time to talk to us regarding your experience with us and one of our in network dealers so that we have the opportunity to address your concerns. We take feedback like yours very serious as it helps us improve as a company and helps us evaluate our dealer partners. If you have any questions or would like to provide any additional feedback please do not hesitate to contact the representative that you were working with at TrueCar or call us at ***************

• Initial Complaint

  09/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went through TrueCar.com and was approved so I thought, they give me the monthly payment as well as my APR and Down Payment. I went to see the vehicle today and was told they had no idea what I was talking about but pulled up the info in the system? And tried to up my down payment over 3,000 more than what I was told not including my APR from 4% to 16%. Total BAIT AND SWITCH. now my credit report shows an inquiry and that's NOT OK!!! IF it isn't removed I will take legal action.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/20) */ Hello *****. Thanks for reaching out to TrueCar and for taking the time to talk to us last week regarding your experience with our program. We take feedback like yours serious as it helps us improve as a company and with our dealer partners. If you need any additional assistance please don't hesitate to reach back out to us.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a car almost 3 weeks ago. The price I signed for on the website, was not honored by the dealership selling it, so my monthly payments are higher than what they promised. To this day I I STILL DON'T HAVE THE CAR, they have taken over $2000 from me, including the delivery fees, and the explanation I got today when calling them was, they don't even have a pick scheduled for delivery of the car. I don't have a car, I don't have my money, and I don't have a delivery date.

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/14) */ Hello ********. Thank you for reaching out to us and discussing this over the phone. We appreciate the opportunity to assist you and take feedback like yours very seriously. We are happy that it has been resolved. If you have any additional feedback please do not hesitate to reach back out to us at the email and phone number we have been communicating on.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TrueCar is a service that claims to act as a middleman of sorts between car buyers and the dealers they represent. As a part of this service they provide the customer with a personal 'deal code' and an implied promise of a car price. This, in my experience, is patently untrue. For example I tried to make a purchase from a Dealer and after a little digging was able to get him to admit that the actually price of the vehicle would be an additional $8995 plus a myriad of imaginary administrative fees that don't exist in this state or any other I know of. This dealer (SC Car Zone) is one of their foremost advertisers and I'll bet they get complaints quite often about them and their bait and switch tactics. I have been purchasing cars for 30 years and expect a certain amount of 'massaging' when it comes to final pricing. Car dealers are legendary for this... but $8995? Imagine you drove and hour or 2 to close this very attractive deal only to find out that you had wasted your time not to mention very expensive gas? I called TrueCar to file a complaint and expect 0 to be done about it. I will accept nothing less than either SC Car Zone be forced to honor the deal or be removed from the TruCar search tool indefinitely. You shouldn't either. Thanks

  Business response

  09/28/2022

  Business Response /* (1000, 8, 2022/09/07) */ Thank you for taking the time to talk to and email us these last couple of weeks. We take feedback like yours seriously as it helps us evaluate our relationship with the dealers and take any necessary corrective action. If you have any other questions or would like to discuss this further, please give me a call back at the number at the bottom of your emails.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **************************** were searching truecar to find a vehicle for her. We found a 2020 Jeep *********************** for $31,999 and decided we'd like to buy it. We filled out truecars form to confirm our interest and get a quote directly from ****** that was selling the vehicle. ****** informed us Truecar made the mistake of not updating their system for 3 days causing a lag time from when ****** corrected their price to when Truecar updated their price on their website. The vehicle price was actually $39,999 so there was an $8000 discrepancy between the automated offer we received in our email for $31,999, and that was "GOOD FOR 7 DAYS", was actually going to cost us an additional $8k if we wanted it. True car keeps passing the blame to ****** that had no control over the update time.

  Business response

  09/29/2022

  Business Response /* (1000, 8, 2022/07/01) */ Hello *****. Thank you for reaching out and providing your feedback via ***. We have tried to contact you but were not successful. We did leave a couple of voicemails. We were able to connect ************** to discuss the experience you both had utilizing our program earlier this month. To confirm, any discrepancies regarding vehicle pricing are the responsibility of the dealership and should be directed to the dealership. However, we encourage the feedback so that we can be sure it is corrected on our site and we take any necessary dealer corrective action. We also wanted to confirm that we do update our site several times a day so any changes made by the dealership would have been updated on our site within hours. We are happy to discuss this further if you have any concerns please don't hesitate to contact us at************** Consumer Response /* (3000, 10, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have proof it was updated by ****** days before being updated on your website. It was an error on TRUECAR. Quit passing the blame to them! Your mistake. Your problem. Business Response /* (4000, 14, 2022/08/16) */ Thank you for reaching out with the additional information. We have escalated this internally for further review. We would like to connect with you to discuss any additional questions you may have regarding an update on your inquiry. Please give us a callback at *************** Consumer Response /* (4200, 16, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like SOMETHING to be done about this. This caused a significant issue with both our financing and insurance.l that caused delays in purchasing. Please don't call. Email is best. Thank you.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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.

*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. ↩