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:09/19/2024

  Type:Order 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.

  **** purchased my 2014 Jeep Cherokee about 2 years ago, and also purchased a vehicle warranty through Truwarranty on 12/08/2021. The warranty is called TruVSC Exclusionary. I took my jeep to Cardinal Dodge and jeep in **********, KY off of ***** Hwy, they told me my Cam and lifters are bad and need replaced. These are supposed to be covered under the warranty. The warranty is ****** miles/36 months. I am about 300 miles away from being over the allowed miles, but still within the time frame.Truwarranty is refusing to cover their warranty policy and pay for my Cam and lifters to be replaced. They are saying that I have not serviced my vehicle properly. But I have documentation proving that I have! I have my oil changed (synthetic) every time the light comes on according to jeep manufacturers recommendations. (There is also nothing written in fine print on the warranty regarding how often oil changes are required.)Furthermore when I have tried to reach out to Truwarranty, they will not answer their phones, and it seems extremely scam like. Every time I call I am hung up on and when I actually am able to get a person on the phone it sounds like an AI recording, and they always say the person I need to talk to is not there. The jeep dealership said they have had a hard time getting ahold of truwarranty too and have had my jeep for over a month now. No work has been done it''s just been sitting there. I don''t know what to do at this point. Why buy a warranty if they will not cover their end of the deal. It''s awful I am so upset I have been having chest pains. I paid $1500 for this warranty and for nothing but more trouble and a loss in money.

  Business Response

  Date: 09/25/2024

  Please see attachment for official response.

   

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  Truwarranty is the ************* that was supposed to cover my Jeep Cherokee. Date of Loss: 4-25-2024 The company originally stated they would not pay because I drive it to work. Car was driven to work to a company lineman truck and parked. After many letters from my supervisor truwarranty stated they would pay. It appears they sent fake tracking numbers and stated it was delivered Thurs 9/12/24, five months after accident (totaled hitting a deer) finance company has not received payment or communication from truwarranty. They are still charging interest and monthly payments on the totaled vehicle while ruining my credit. I have not had possession of the vehicle since 4/26/24. ************** handled their claim in a timely manner. I spoke with the dealership we got the jeep from and they stated they no longer use truwarranty related to these repeated issues. I fear that payment will never make it to the loan company and my credit will continue to suffer. Attention needs to be brought forward to all affected by this company and I need to know how to proceed and if I need to seek further legal counsel. Several of the desired list apply. Refund, repair credit, fulfill ************* contract through back dated payment to extera the auto finance company

  Business Response

  Date: 09/25/2024

  Update regarding the *** claim payment for the account referenced in previous communications.
  After several discussions with the customer over the past two weeks, we can confirm that the initial payment check was sent on August 9th to the verified address provided by **************, as shown below:

  
  ******************
  Attn: Payment Processing
  P.O. Box 650693
  ****************

  
  However, ************** later informed us that they were unable to locate the check. As a result, we issued a stop payment and verified the correct address once again with Exeter, who confirmed that this was indeed the correct address. They also provided the account number to include in the memo section for added accuracy.

  
  On September 9th, we reissued and resent the check to the same verified address, this time including the account number as requested. This morning, ******** spoke with **************, who confirmed that the *** amount of $7,624.17 was successfully applied to the account on September 18th.

  
  I would also like to confirm that each tracking number provided to the customer was accurate, and each check was sent to the correct address. Based on the information provided by **************, it appears the initial issue originated on their end, rather than from any actions on ours.

  
  Please feel free to reach out if further clarification or assistance is needed.

• Initial Complaint

  Date:08/29/2024

  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 bought the Tru warranty for my used **** RS5. My coolant pump is bad and was leaking coolant. First time I ever tried to use my warranty and they didnt want to pay for it because of the price to fix. They sent their own inspector out and then denied my claim stating the after market air intake was the cause of the leak. **** and their mechanics say this is bogus! The intake had nothing to do with it! The water pump diaphragm is bad and its obvious. Tru warranty or Sidecars (whatever they are called now) is falsely denying my claim to get out of paying! My policy does have a clause regarding modifications to the power train, exhaust system, and suspension including the failure of a custom part. The intake box has nothing to do with that! This warranty company is trash and if they are not going to fix my car and say my warranty is no good because of an air box I want a full refund of the amount I paid!

  Business Response

  Date: 08/30/2024

  The Administrator/Obligor stated within this agreement is ****** ****************** Company as stated within the Definitions section, not Sidecars, Inc.  Please instruct the customer to contact ****** ****************** Company via email at ************************ or via telephone at ************** for any further questions.

• Initial Complaint

  Date:08/27/2024

  Type:Order 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.

  Truwarranty gap insurance did not pay off my lendor like they were suppose to. $8000 is owed to my lender *** Truwarranty gap insurance only paid off $700. I have contacted them multiple times and they refuse to honor the contract.

  Business Response

  Date: 08/29/2024

  see attached response

• Initial Complaint

  Date:08/22/2024

  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.

  BEWARE BEWARE BEWARE. DO NOT EVER USE THIS POS COMPANY THEY DO NOT OUTLINE IN THE PAPERS YOU SIGN AT THE DEALER THAT IF THE VEHICLE THEY ARE COVERING HAS ANY TSB (TECHNICAL SERVICE BULLETIN) THEY WILL NOT COVER ANY REPAIRS IF THERE IS A TSB. I SPOKE WITH THE REPAIR COMPANY AND THEY STATED THE INSPECTOR ALSO IS AGAINST GETTING ANY WORK APPROVED AND WAS PROVED WRONG AGAIN AND AGAIN AND WROTE UP FALSE UNPROVEN CLAIMS , HE WAS CALLED OUT ON THIS AND HAD TO RETURN TO THE SHOP ANOTHER DAY. YOU CAN NOT GET ANYONE ON THE PHONE AT ALL AND THEY WILL ONLY COMMUNICATE THROUGH EMAIL. BEWARE AS ALL VEHICLES HAVE TSBs ON THEM THIS IS A EASY WAY FOR TRUWARRANTY TO NOT COVER ANY REPAIRS. BEWARE BEWARE BEWARE!!!!

  Business Response

  Date: 08/27/2024

  As specifically stated within ****************** *************** Agreement (herein referenced as VSA) on page 5: CONDITIONS NOT COVERED, This Agreement does NOT provide coverage under any of the following circumstances/conditions: g) A Breakdown that is the direct result of a mechanical or structural flaw that the manufacturer has acknowledged through any means, or that the manufacturer will repair at its expense, including but not limited to technical service bulletins.
  
  It would appear ****************** was not given the entire copy of the purchased VSA.  Please note, *************************** Insurance Company is only responsible for the administration of the purchased VSA and is not responsible for the sale/delivery of the VSA.  Any questions regarding the sale/delivery can be addressed to the selling dealer, ****** Motors. 

• Initial Complaint

  Date:08/22/2024

  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.

  This company is impossible to contact by phone. Online claims go into a black hole. Their obvious approach is to stall/delay responding to their policy holders since we are required to have their approval before proceeding with a resolution. Truwarranty knows if they don't respond to you then you will have to resolve your situation at your own cost. The phone system is a joke - you should try it. It tells you what caller number you are in the queue and estimated wait time, eventually, you are the next caller and then soon after that you are told they can not answer your call but you can leave a message. Once you've left a message you never get a response. I and the dealer where I have taken my vehicle are awaiting responses from the claims we have submitted on their website for 3 days now. I have a tire that needs to be replaced and am stuck without my car while Truwarranty stalls me.

  Business Response

  Date: 09/03/2024

  The Administrator/Obligor stated within this agreement is not Sidecars, Inc.  Please instruct the customer to contact the administrator via email at ************************ or via telephone at ************** for any further questions

• Initial Complaint

  Date:07/11/2024

  Type:Product 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.

  Ive actively been trying to cancel my automobile warrantys through the provider, truwarranty. There is a cancellation form on there website that I have a few questions about and no matter how many times I call or leave a voice mail I cant seem to get a response. The longer they dont answer the longer my warrants stay active meaning Im loosing money by the day. I need help contacting this company ASAP.

  Business Response

  Date: 07/12/2024

  Our team had no prior records about the customers inquiry. We have since then reach out to the customer and  resolved the issue.

   

• Initial Complaint

  Date:07/01/2024

  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.

  no good warranty they no pay mi problem in the truck don't buy this warranty i pay $4000 for nothing mi truck broken the motor and the warranty no coverage no good warranty mi troca se sesconpuso y mo se y sieron cargo que por que segun maneje muncho tiempo descompuesta y la dae muncho puras trabas nomas tiene un mes y nada **** fraude

  Business Response

  Date: 07/11/2024

  This claim was denied for continued operation in a failed state.

• Initial Complaint

  Date:06/29/2024

  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 took my **** Focus into the dealer as in the same week we had a issue with the Bluetooth stop working and a accelerating issue. Dealer said the **** Module was the reason for the Bluetooth. They found a engine bracket that bas bad and a clutch and misc clutch parts bad. My extended warranty approved basically everything except for anything to due with the clutch on the basis of "It's not internally lubricated, it is a dry clutch, basically a manual transmission with a computer that performs the shifting. There are also multiple TSBs and Recalls for this issue, and the contract specifically excludes coverage for failures that are acknowledged by ***************** Bulletins."I pushed back on this as I read my copy of the contract (Will attach) and it does not state this. The dealer says there is no such thing as a "Wet clutch" and all clutches are dry. The dealer also states yes there were known issues but my car is beyond what **** covers for that and again, I read my copy and it states the following under AZ "WHAT IS NOT COVERED section amended to include the following: Pre-Existing Condition(s) are not excluded, if such conditions were known or should have been known by Us or Dealer/Seller selling the Contract on Our behalf."I see nothing where it says anything about known TSBs. It states info about recalls but says it is NOT covered if it is covered under a recall. It is NOT covered under a recall as that was 7 yrs and ******* miles. I am at about ******* miles. I think their denial of my clutch is not per the terms of the copy of the agreement I have and am asking that they cover the clutch repairs due to this.

  Business Response

  Date: 07/11/2024

  We believe we have adjudicated this claim in accordance with the terms and conditions of the listed VSA below.

  After a review, the service technician at ********** (******) recommended replacing the radio, the main engine support mounts, and major components of the clutch to Ms. ******* vehicle. An independent third party inspector and the service technician reported the cause of failure to the clutch components was due to exceeding wear limits. Please note, Sidecars, Inc. has authorized a total of $2,110.44 for repairs to the radio and engine support mounts in accordance with the terms of *************** Agreement (herein referenced as VSA). The service technician recommended replacing the clutch assembly, cylinder assembly, both right and left side lever clutches and the transmission fluid. As stated within Ms. ******* VSA under: E. SCHEDULE OF COVERAGES; TRANSMISSION All internal lubricated parts within the transmission including torque converter, valve body, valve body shift solenoids, accumulator rings, accumulators, adjusters, bands, bearings, boost valve, center support chain, check *****, clips, clutch drums, clutch piston, clutch packs (automatic transmission only), control rings, counter shaft, detent valve, gears, governor, governor gear, output shaft, parking gear, planetary gears carrier, planetary gears, pressure regulator valve, pressure switches, ring gears, roll pins, separator plate, servo rings, servo sleeves, shift forks, shift shafts, shift valves, shifter shaft, snap rings, sprags, springs, sprockets, stator shaft, sun gear shell, sun gears, synchronizer hub, synchronizer key(s), synchronizer ring, synchronizer sleeves, synchronizer springs, synchronizer(s), transfer shaft. Transmission mounts; transmission mount bushings; drive axle shafts; constant velocity joints; flywheel/flexplate; transmission cooler; oil lines; detent cable; detent cam; detent cam spring; front pump; front pump gears; front pump guide rings; front pump vanes; range selector cable; retainers; side cover; vacuum modulator; external switches and solenoids; electronic controller; back up light switch; speed sensor; speedometer cable; neutral safety switch; auxiliary valve body; modulator valve; parking pawl; speedometer drive gear. Transmission cases, housings, and transmission oil pan are covered only if damaged by the failure of an internal lubricated part.; F.1. PARTS AND SERVICES NOT COVERED; This Agreement does NOT provide coverage for any of the following parts or services: (c) Service adjustments/cleaning. In view of the fact that the clutch assembly, cylinder assembly nor the lever clutches are listed as covered components or are internally lubricated components of the transmission and the service to flush the transmission fluid is specifically listed as not covered, the replacement of the components is denied. Furthermore, please note ********** Company has released several ***************** Bulletins, or TSBs, regarding Ms. ******* vehicle, please see the attached. As stated within Ms. ******* VSA under: F.3. CONDITIONS NOT COVERED This Agreement does NOT provide coverage under any of the following circumstances/conditions: (f) When the responsibility for the repair is covered by an insurance policy, manufacturer and/or dealer customer assistance program, or any warranty from the manufacturer, such as extended drivetrain, major component or full coverage warranties, or a repairers guarantee/warranty (regardless of the manufacturers or repairers ability to pay for such repairs) or event of a breakdown if the manufacturer has announced its responsibility through any means, including public recalls and factory service campaigns. (g) A breakdown that is the direct result of a mechanical or structural flaw that the manufacturer has acknowledged through any means, or that the manufacturer will repair at its expense, including but not limited to technical service bulletins.  

• Initial Complaint

  Date:05/21/2024

  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 purchased a 2017 ****** Altima April 14,2023 along with this purchase the dealership sold me an Extended Warranty with a company called Tru Warranty. The 1st time I tried to use the warranty they denied the claim and said it was pre existing condition. So fast forward to today I took my car to ******* in ************** because my car was driving funny. Come to find out the *** needed to be replaced. So I gave the dealership my warranty detail to file a claim so my car could get fixed this all happened in March 2024. The warranty company want proof that the Transmission was replaced so I provided them with an invoice showing the transmission was replace May 4,2024. Every time we call we get an automated system asking to leave a message. When finally getting someone on the phone the lady confirmed they received the invoice the adjust havent had time to look over it. Now we in month of May the adjustor still havent responded back to the dealership.. Tru Warranty only wants to cover 50 dollars a day for 7 days for a renter but takes forever to respond to the dealership to approval our claim. Between the dealership, I , and the manger at ******* we all have been playing phone tag with this company. I pay 620 a month for a renter car to get back and forward to both of my jobs. Its going on 3 months and still no response from the adjuster I email him every morning just to have a paper trail to prove I have been reaching out to them regarding my claim. I spent over 2000 dollars on this warranty and cant even rely on them for services including roadside assistance. The storage fees is racking up the longer my car sit at *******. On top of that Im still paying car note. This situation is very stressful, frustrating, and unprofessional it doesnt take long to approve a claim. This is my vehicle and my life Im about to lose my job. I cant afford to keep coming out my pocket all this money I still have regular bills. I purchase the warranty to be stress free.

  Business Response

  Date: 07/12/2024

  This claim payment was sent  5/31/24, the shop processed the payment on 6/5/24. As for the timeline it took our team a while to receive all the information needed for the previous transmission repair, that should of fallen under parts warranty. However, the shop is permanently closed, for that reason we ended up covering the transmission once all needed information was received on our end.