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:07/11/2024

  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 am writing to file a complaint regarding my recent experience with one of your partner dealership.On May 8, I used TrueCar to find a competitive price for a 2024 ****** Versa advertised at the price of $22,000, which led to an "Out the Door" price agreement of $21,500, yet this was contingent upon fulfilling certain conditions of add-ons set by their sales manager. Trusting the dealership to follow through and their commitment to TrueCar, I agreed to purchase the car under these terms. The original sales manager stabled the calculations to the purchase contact including the $999 charge for the protection plan (ceramic coating) and taxes.Even with using the truecar platform 1. The dealership did not honor the original agreement. Under the guise of a protection plan they added an unwanted ceramic coating, without properly informing me of the application and the option to refuse consent.2. Despite assurances that these additional contracts could be canceled, the dealership has refused to refund the mark-up of $1,337 over the agreed price insisting there is no refund on ceramic coating regardless of the circumstances.3. Attempts to resolve the matter with the dealership have been met with a refusal of the original term, a lack of transparency regarding the contact and the details of the departure of original sales manager.Given that this situation involves the price and terms advertised through TrueCar. The dealership's practices have not only caused financial distress but also undermined my trust in the TrueCar platform and the dealerships they advertise.I do not know if TrueCar intercedes and helps facilitate fair resolutions over misuse of add-ons or how they respond with dealerships who do not adhere to their policies. Let me know what steps I need to take or provide any additional information to support my complaint.

  Business Response

  Date: 07/22/2024

  Hello ************. Thank you for taking the time to provide us with this feedback and giving us the opportunity to assist you. We have talked over the phone and are currently waiting to hear back from the dealership regarding a final resolution. Notwithstanding, we will take any necessary internal corrective action with the dealership. We appreciate you bringing this to our attention as it helps us develop a more curated dealer network. Although we are still waiting to hear back from the dealership, if you have any questions in the future please give us a call back at ************ or at the number you have been communicating with us on. 

• Initial Complaint

  Date:05/15/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/25/2023

  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 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

  Date: 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

  Date:01/26/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/04/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/07/2022

  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.

  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

  Date: 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

  Date:09/17/2022

  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 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

  Date: 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

  Date:08/25/2022

  Type:Delivery 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 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

  Date: 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

  Date:08/18/2022

  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.

  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

  Date: 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.