BBB Business Review

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BBB Accredited Business since

True Auto, LLC

Phone: (877) 397-1022 Fax: (817) 348-9005 View Additional Phone Numbers 3100 W 7th St Ste 210, Fort Worth, TX 76107 http://www.trueautoprotection.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that True Auto, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for True Auto, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 25 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

25 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 5
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 15
Total Closed Complaints 25

Additional Complaint Information

BBB files indicate that this business has a pattern of complaints concerning sales practices, contract issues, and customer service issues.

Some complaints allege after potential sale of auto warranty contracts, automatic withdrawals from accounts were taken, without authorization, before sales representatives received further clarification from potential customers.  The business responded to the complaints with explanations and/or providing refunds and cancellations of policies.

 Other complaints allege warranty claims submitted for repairs and other transportation covered by the auto warranty contract were denied resulting in out-of-pocket expenses for consumers.  The business responded to the complaints with explanations and/or providing refunds and cancellations of policies.

Some complaints allege difficulty reaching the business by phone or mail to receive contract refunds after sending the required letter of contract cancellation.  The business responded to the complaints with explanations and/or providing refunds and cancellations of policies.

June 2013, the BBB sent certified correspondence to True Auto LLC requesting their voluntary cooperation in eliminating the pattern of customer complaint. June 2013 the business met with the BBB and discussed the history, structure, and complaint handling process of the business.  The BBB shared the current file condition and rating and discussed ways to improve the business review.  When additional information is received from the business the business review will be updated.

Customer Reviews Summary Read customer reviews

3 Customer Reviews on True Auto, LLC
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 3

Additional Information

BBB file opened: April 29, 2011 Business started: 12/01/1998 in TX Business started locally: 12/01/1998 Business incorporated 04/01/2010 in TX
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Abner (Andrew) J. Hillin Jr., President & CEO/Owner Mr. Matthew (Matt) S. Moseley, Vice President/Owner
Contact Information
Principal: Mr. Abner (Andrew) J. Hillin Jr., President & CEO/Owner
Principal: Mr. Matthew (Matt) S. Moseley, Vice President/Owner
Business Category

Auto Warranty Plans Auto Warranty Processing Service


Customer Review Rating plus BBB Rating Summary

True Auto, LLC has received 4.8 out of 5 stars based on 3 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.