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:11/13/2023

  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.

  On 10/27/2023 I received a letter from True auto insurance services, this is the second letter, saying that my car insurance warranty had expired, etc. Which is false. I have read other complaints about this being a scam and want to know why this company is allowed to continue? **

  

  Business Response

  Date: 11/16/2023

  Hello ******************,

  The letter you received was found to have been misworded and has since been corrected. As for your question about us being a scam and why are we allowed to continue, you have to take what you read on the internet with a grain of salt. The reason we are allowed to market potential customers and provide our services, is simple. We are not a scam and have paid out of $2 million in claims for our loyal policy holders. I was able to locate your file within our system and added you to our internal do not contact list. Please allow 6 - 8 weeks for the mail cycle to update. Thank you.

• Initial Complaint

  Date:11/03/2023

  Type:Billing 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 am 91 years old and my wife who is 84 moved to SC in May 2023.In April a company called True Auto starting taking money from our account at ************** in ***** **. I sold my car when I moved here in June 2023. It was a 2020 Plymouth caravan with ****** miles on it. I had to stop driving in February 2023 because of my age and cognitive impairment.My so ******* has been helping us with our finances and he came across 8 charges on our account from **********************. He called them and they said that I called in April 2023 to sign up for an extended warranty on my Plymouth Caravan, that was still under factory warranty, for $157.10.They also signed me up for an extended warranty on my home that I sold in 2019 for $157.10. My son ******* called them and was told Too Bad because supposedly I called them and wanted the warranties which makes no sense. I do have a cognitive impairment and I don't know why I would call them for extended warranties on a home, when I was living in an apartment, and a car that was already under warranty and I was going to sell in June 2023. They refused to consider my age and impairment when my son called. According to my son this is blatant Elder Abuse and should be dealt with in a harsh fashion to ensure that no other senior get taken advantage of. My bank is investigating the charges as well but I wanted to give you a heads up. The person my son talked to was ****** and his phone number is ************ or ************ Thank You *************************** ************ my son *******

  

  Business Response

  Date: 11/06/2023

  Hello *******,
  I am sorry you are having to go through this with your parents.As you and ****** had discussed on 10.31.23, your father did call in and purchase a warranty for his home and his vehicle. ****** never told you "too bad", as you stated he did. He did tell you that he would send the issue to management and they would call you back. At the time of the sale we had no way of knowing the age of your parents or their cognitive impairment that you state they have. If a customer calls in, wants to purchase coverage and provides all of the pertinent information, i.e., VIN number, credit card or banking information, etc. Your father provided all of the information. We would have been happy to refund your parents money, however, you had already reported them as fraudulent charges on 10.19.23, which ties the money up. The funds are taken from us until the issue is resolved. Had you called prior to reporting the payments as fraudulent and given our management team adequate time to listen to calls and reach you for a reasonable solution, we would have be more than happy to refund your parents account.

  Customer Answer

  Date: 12/04/2023

  Complaint: 20820338
  
  I am rejecting this response because: 

  I have attached the same letter that my dad got from these people only this one was sent to me.

  As you can see on the mailer True Auto already has my VIN number, make of vehicle, and my address.

  When I talked to ****** he "basically"  told me too bad. Your father called us and we did not call him. He gave us the vin# which is a lie because they already had it as well as the make of the car. He also told me that they record every conversation so I asked for the recording. Would love to hear that one. They sold him a home warranty because he gave them his address is what ****** told me.

  My dad was living in an apartment, had his car sold, and was moving into an Assisted Living Facility.

  I told this to ****** and yet I have not heard back from him since. Management has not tried to call me either. I'm not sure what they mean by the money is tied up until resolved? They would have given my parents their money back if only I hadn't filed fraudulent charges? Really

  I've attached the two checks that True auto used to set up my parents Withdrawals. It came out of my mothers checking account but my father supposedly authorized that. His name is not on her account. There are two different amounts and neither of them are what True Auto took out. The withdrawals after these two withdrawals were $157.60 and every month thereafter and it wasn't under True Auto but many different names such as WarrantyAutoHome **********, WarrantyAuto HomeWalco, WalcoPayplansWalco.

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/07/2023

  Hi *******,

  Unfortunately your attachments are not viewable to me. So I cannot speak on the exact mailer you claim you received, however, a VIN number includes data that refers to the make/model/year of a vehicle, that is the only information we have. We do not have VIN numbers in their entirety, the customer has to provide the unique information.

  The last note I have in our system, you had told the agent that you were expecting to hear back from the bank that day (10.31.23) and you would let us know what you had found out. While our agent was investigating your claims, you filed this complaint with the BBB, once that happens, management takes over the account. ***************, so you have heard from us. And as I stated previously, when you chargeback a payment with the bank, the money is taken away from us until there is a decision made, this can take several weeks. The funds are returned to the customer until the investigation is complete since you filed them as fraudulent. 

  As for the checks you are referring to, again, there are no attachments for me to review. What I can address is that we are NOT affiliated with WarrantyAutoHome **********, WarrantyAuto HomeWalco, or WalcoPayplansWalco. If you see charges from them, I would contact those companies.

  Customer Answer

  Date: 12/07/2023

  Complaint: 20820338
  
  I am rejecting this response because:

  As I mentioned already, my Dad is 91 years old and has a cognitive impairment. He lived in an apartment when you sold him a home warranty. He could no longer drive and was selling his car when you sold him an auto warranty. The vehicle had ****** miles on it and was still under factory warranty. This is not the first complaint that you have had regarding your sales tactics to the elderly but I hope I can make it the last. I will not let this go because of your business philosophy and the fact that there is a class action suit against another organization like yours. It is deceptive and by the way, I am still waiting for the recording of my father on the phone. 

  My father was a State Representative for 30 years in **. He helped ********************* and *********************** both get elected as Governor of **. They are two of his best friends and I will not hesitate to take this issue of you and your company to their attention. I will also notify the Federal Trade commissioner, the Attorney General, and the ************** Inspector. 

  I don't care that you can't read the attachments that I sent nor will I spend any more time on this. I expect a refund to *************************** immediately or I will take this to the next level.

  Regards,

  
  ***************************

  Customer Answer

  Date: 01/12/2024

  Complaint: 20820338
  
  I am rejecting this response because: 

  True Auto has paid back 5 of 6 charges 0f $157.60 and still owe one more for 05/29.

  They have not paid back the 2 checks that they used to set up the withdrawals . 4/27 $143.73 and 4/27 $151.05

  You told me to wait 10 days to see if those charges would get credited. Well, they haven't so I'm sending this to you as you recommended in order to re-open the complaint.

  Paying back 60% of the money due does not work for me. The checks they used to set up the account don't match the the other numbers and the money was taken out of my mothers account and not my fathers.

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 01/12/2024

  Hi *******, thank you for providing the attachments that I could not view before, they are helpful for clarification. 1. The warranty letter you received is NOT from our company. If you call the number, you will see it is not us. 2. We have not charged your parents in the amount of $157.60, according to the bank statement you provided, those charges are from WalcoPayPlans Walco, NOT us. 3. As for the payments you mentioned for $143.73 and $151.05, since we were found to not have been in the wrong by the bank, I can now process those refunds. I will send a check to the address we have on file for the amount of $294.78 and consider this matter resolved since the other charges you are referring to are clearly not from us.

  Customer Answer

  Date: 01/18/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/29/2023

  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.

  The mail and post cards sent to my house are stating false facts. Not only are those stating false facts but I called today and the gentleman on the phone said in fact my warranty was expired and he would help me get a new one lying to me over the phone. My CAR IS UNDER FACTORY WARRANTY STILL! If someone didnt actually know that their warranty was still in tact they would in fact possibly buy another warranty which is not needed. This is a scam. The awful lying mailers need to stop. Not just to me but to EVERYONE. Im not even mad they send them to me. Im mad they send them to people who might not realize whats happening.

  

  Business Response

  Date: 08/29/2023

  *******, the letter you received (in the section you attached) states "if your factory warranty has expired", our agent did not get to the point of the call to confirm eligibility (as he would have done with others) before you cursed at him. Multiple factors play into eligibility, age of vehicle, mileage, and a combination of the two, that is how you would have received a pre-screened advertisement. You have been added to our internal do not contact list as you requested. 

• Initial Complaint

  Date:08/14/2023

  Type:Sales and Advertising 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'm receiving junk mail from True Auto. I live in ********** and ALREADY have insurance. They are falsely stating I have a 2021 Chevrolet Traverse ** License #*******. I don't own a 2021 Chevrolet Traverse.I don't want mechanical breakdown insurance.I'm not a client of True Auto.I've called and told them to cease and desist contacting me. They've not.Thank you.

  

  Business Response

  Date: 08/14/2023

  ****************,

  You are correct that you asked to be removed from our list in January of this year. If you will see the attachment I provided, your request was honored at that time. There was a marketing error recently and your name got back on the list 7/27/23. You received 2 advertisements, one in January and one in July. I apologize for the error, it has been corrected. Please allow 6 - 8 weeks for the mail cycle to update. According to the Federal Trade Commissions website, you can opt out of prescreened advertisements by visiting optoutprescreen.com.

  Customer Answer

  Date: 08/14/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  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.

  ************* delivery about a warranty on a 2021 kia **** I do not own.

  

  Business Response

  Date: 06/23/2023

  ************,

  I have added you to our Do Not Contact list. Please allow 6 - 8 weeks for the mail cycle to update. I apologize for the vehicle error on your advertisement. In the attachment you will see that we only send advertisements in the mail via ***** if you are receiving advertisements through email, it is not True Auto Protection. If you have and further questions, please let me know.

• Initial Complaint

  Date:03/29/2023

  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 got the policy last year December. I got mail so I called asking what they covered. True Auto said they covered any mechanical issue only. I loved that so I promptly signed the contract over the phone and since then I have been paying 150 every month except for December when I paid 200. Fast forward to Friday March 24th when the gear shift in my car stopped moving, stuck on park. I towed my car Monday to a licensed repair shop and after performing a diagnostics they found the issue. I needed a new part for my car. Anyways, I told the shop to call True Auto and give them the diagnostics so they could cover at least part of the cost ($753). Tuesday morning the repair shop called Mensaying that True Auto refused to cover any expenses. Confused and angry, I called True Auto. I had a long argument with a worker who kept saying they couldn't cover anything because the issue was "preexisting" to my purchase of the policy. I was so shocked. I said NO the issue was not preexisting. All I had mentioned to to earlier was that I took my car to my dealerships because something was wrong with it and since it worked fine I drove back home. Zero diagnostics zero repairs were performed. At most, the interaction lasted 3-5 minutes. I was then tranfered to claims manager after requesting to speak to him. I explained again the issue could not have been "preexisting" because I did not know what it was before and zero diagnostics were performed. I said that I now knew what it was since Monday when the repair shop told me the issue. The director was very stubborn and rude to me with zero intention of helping. Desperate I begged asking if they could cover at least a part of the cost. He kept repeating he already told me no cause it was preexisting. I could tell he was insincere and he talked down to me, basically saying oh well you're screwed. I feel played and stupid. I just want my money back and to warn others of this unprofessional company that's basically a scam.

  

  Business Response

  Date: 03/29/2023

  ******************, the effective date of your policy was 12/13/2023. I have listened to all of the calls between you and our agents. You did state that the issue started in October/November but had gotten better so you chose not to stay at the shop and have it checked out. We were even willing to work with you on this claim if the shop had documentation that they could not find anything wrong. The issue you stated you were having prior to the policy is related to having the Gear Shift Actuator repaired, therefore it is a preexisting condition. Our agents were very kind to you and tried to explain the situation several times, once you finally accepted our decision you called one of my agents a f**king a**hole, even though he had tried to explain the best he could. Just because you chose not to have the problem diagnosed does not make the problem go away. We cancelled the policy per your request and are standing true to our word on reimbursing you $100 towards the tow truck and I will process the refund you are due when I received the notarized Letter of Cancellation that my agent verified you received when you called on 3/28/23.  

• Initial Complaint

  Date:03/21/2023

  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 have been receiving notices regarding my insurance policy is/has been expired when I do not do business with them and I do not own the vehicle they state I do.This causes me mental stress thinking there is fraud or idenity theft where I cannot sleep.

  

  Business Response

  Date: 03/21/2023

  I apologize for the stress our marketing mailers have caused you. There are companies out there that sell customer information to marketing companies, and the information is not always accurate when we purchase it, such as vehicle information. I assure you, this is not because anyone has stolen your identity, it was some type of mix up with the people that sold your information or the marketing company that bought it, that we purchase lists from. I am happy to get you removed from the list.  Please note, that when we remove you from our list, it does not mean you will be removed from other companies they may have bought your information.  I would just recommend in the future, to reach out to the businesses directly and ask them to remove you from the list versus submitting a BBB complaint, because marketing to possible customers is not illegal, so submitting a complaint makes it look like we have done something wrong, which in this case, all we did was purchase a bad list and send you a letter. It is much easier and faster just to reach out to the companies to get your name removed via phone call or email.

  Customer Answer

  Date: 03/31/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/20/2023

  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.

  The advertisement practices followed but this business is borderline unethical. They mention that they have a file and your vin and put you on a clock(give you 5 days) since their **** marketing mail gets in your mailbox. It does not say that this is from TRUE AUTO and only mentions it in passing in the footnote.I am only mentioning this as I believe that their marketing material which could be from any state agency as it does not have any identifiers. And it does not have their letterhead. I truly believe that this is supposed to generate call volumes as the target audience for this mail is predisposed to believe that it is from their personal car insurance agent, dealership or the state dmv agencies.This is the sole reason I would NEVER buy anything from this company. Had they reached out in a more professional way I might have been interested in their services. I would like the business to not contact me for anything in the future. And the complaint is to achieve that. If the business is claiming its innocence and is truly sorry for this awful interaction. Id say please mention here how anyone who has received a piece of mail can get their data deleted in your database without launching a BBB complaint.

  

  Business Response

  Date: 02/20/2023

  ********************,

  I am sorry that our advertisement upset you so much. It is the first you have received from our company and a simple call or email to us directly would have resulted in your removal from our mailing list. It is that simple, you didn't have to file an official BBB complaint to achieve this. I have removed you from our local data base as well as added you to the National Do Not Call list to help you not receive advertisements like these from other companies as well. Please allow 4 - 6 weeks for full removal, if you are still receiving advertisements from OUR company at that time, please reach out to our **************** team and let us know so we can follow-up.

• Initial Complaint

  Date:01/05/2023

  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.

  I have been regularly contacted by Tru Auto regarding warranty expiration. It is painfully evident with my name and address in poorly manufactured pixels that this is a scam. They claim to have information related to my vehicle but in the "document" itself it has incorrect information. I am on a no contact, no call, no mail list registered with the ******************* and will be notifying them as well. The number listed to call is ************** for *****************************, Program Coordinator but in actuality it feeds directly to an automated line stating it is a sales department. I have repeatedly expressed not only that I am not interested but am a resident of ********** which in part states: ******************************* The California Consumer Privacy Act of 2018 (****) gives consumers more control over the personal information that businesses collect about them and the **** regulations provide guidance on how to implement the law. This landmark law secures new privacy rights for ********** consumers, including:The right to know about the personal information a business collects about them and how it is used and shared;The right to delete personal information collected from them (with some exceptions);The right to opt-out of the sale of their personal information; and The right to non-discrimination for exercising their **** rights.Businesses are required to give consumers certain notices explaining their privacy practices. The **** applies to many businesses, including data brokers.If you are a ********** resident, you may ask businesses to disclose what personal information they have about you and what they do with that information, to delete your personal information and not to sell your personal information. You also have the right to be notified, before or at the point businesses collect your personal information, of the types of personal information they are collecting and what they may do with that information.

  

  Business Response

  Date: 01/05/2023

  ******************, I apologize you received a mailer advertisement from us. I was able to look up your account with the name and zip code you provided. Our records indicate that this is the FIRST and ONLY request from you to be removed from our system. I will be adding you to the National Do Not Contact list. See attachment. Please allow 4 - 6 weeks for full removal. We do not actually sell or share any of the information we obtain, however, the information we get was shared by someone you have had contact with in the past. For example, It could have been where you got your oil changed and the attendant keyed your vehicle information in incorrectly. As for being a scam, I assure you we are not, we have paid out over $2 million in claims to our customers.

• Initial Complaint

  Date:12/12/2022

  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 had been going back and forth with the warranty company for the last four weeks as the part breakdown was from a seal leak that then caused sludge. They stated it was because of poor maintenance by the repair facility who is a manufacturer of the car. They started the inspection report after they said it had to be a tear down done for the inspector to come out. The dealership mechanic stated to them it was wear and tear however the inspector said it was negligence even though the vehicle was driven in when this noise became apparent and for oil change. Now they are blaming the dealership and myself for poor maintenance along with two prior incidents of failing to uphold to their warranty services. This was very misleading and deceptive business practices in which they have not upheld their part of the deal. They are making up reasons along with having unethical inspectors state character assassination against the customer(Myself). Its almost $6,000.00 in repair costs.I have been going to the dealership since I purchased the vehicle yet even on the report they omit service history on the report as well.(Because it would contradict maintenance record).

  

  Business Response

  Date: 12/12/2022

  ******************, I am sorry that we could not cover your claim according to the Terms and Conditions that you received, see attachment. If you see the inspection report attached, the cause for the sludge buildup is from lack of lubrication, which would be caused by not addressing the leaking seal in the appropriate time. If it had been addressed in a timely manner, the sludge would not be present. We have not blamed anyone, we requested an inspection that you agreed to and the inspector reported their findings, the inspector is an impartial 3rd party. You requested to cancel your policy, if will complete the letter of cancellation that was sent to you, I will process the refund you are due.