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:06/30/2025

  Type:Product 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.

  Delete my account! You have no right to keep this email in your system!

  Business Response

  Date: 07/11/2025

  Hi Junior,

  Thank you for reaching out to TrueCar regarding your concerns. After connecting, weve submitted your request for "Right to Delete" and have submitted the request for processing. If you have any questions or need further assistance, feel free to give us a call at ************ or reply to the email thread we have been communicating on.

  Customer Answer

  Date: 07/12/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/08/2025

  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.

  TrueCar's slogan is "No haggle, no hassle". Unfortunately, the service does not do a good job policing their dealership clients. I've experienced numerous bait and switches from dealerships now, meaning that I have initiated a purchase through the web site only to be told by the dealerships that they would NOT honor the deal terms put forth in the purchase initiations. I was not able to proceed without adding expensive add-ons to my purchase. As such, "No haggle, no hassle" is completely false advertising. If a dealership is in non compliance with TrueCar's terms, then TrueCar needs to be swift and BAN the dealerships. I do not see this happening, therefore, the blame falls on TrueCar for the false advertising.

  Business Response

  Date: 04/09/2025

  Hello *************** you for reaching out and talking to us about your concerns regarding one of our certified dealerships. We truly value your feedback and take matters like this very seriously. While dealerships in our program are responsible for setting their own pricing on our site, we are committed to transparency and a positive customer experience. We are looking into the situation. If necessary, we will require the dealership to list any mandatory add-ons directly on our platform to ensure full clarity. We will also continue to monitor the dealership closely and will not hesitate to take corrective action, including potential suspension, should this issue persist. If you have any further questions please dont hesitate to contact us at the number we previously provided.

• Initial Complaint

  Date:02/24/2025

  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 checked the prices of 2025 ****** Kicks in the ********* region recently with AAA auto buying service and **** ************* I received a message from Findlay ****** ********* acknowleding my AAA truecar quote. The quote for VIN: ***************** was $26207 excluding taxes and fees. Sales *** was ***** *****. Once he did the final quote the dealership failed to honor the TrueCar price and would only sell the vehicle for the **** of $27,765.00. I'm not happy with the results of this and feel that the Findlay ****** ********* only uses the TrueCar service as a way to get leads of prospective customers. Then when the customers come in, the dealership fails to advertise the rate offered on TrueCar just so they can get more money. I feel Findlay ****** ********* should be removed from your program due to this bait and switch.

  Business Response

  Date: 03/03/2025

  Hello Mr. ***** Thank you for bringing your experience to our attention. We sincerely apologize for any inconvenience you may have encountered during your interaction with ************** ********** We take all feedback seriously, and please rest assured that we are working closely with the dealership to address your concerns and implement any necessary corrective actions. Our team has made attempts to contact you at the phone number ending in 1798 and has also sent a follow-up email. If you still require assistance or have any further concerns, please dont hesitate to reach out to us at the contact information provided in our email. 
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/30/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/07/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:11/14/2024

  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.

  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

  Date: 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

  Date:11/06/2024

  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.

  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

  Date: 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

  Date:08/29/2024

  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 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

  Date: 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

  Date:07/21/2024

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date: 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.