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:02/12/2025

  Type:Billing 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.

  They denied to pay the remaining balance on the auto loan after the car was totalled

  Business Response

  Date: 02/13/2025

  To Whom It May Concern,
  After a thorough review, we confirm that the loan balance on the date of loss (July 14, 2024) was $30,649.23.
  The Actual Cash Value (***) of the vehicle, as determined by TruWarranty on the date of loss, was $27,314.81. This amount includes taxes and title fees and accounts for the $1,000 insurance deductible covered under the *** Addendum. The *** was established using the **** Power Used Car/Truck Guide and ****** Blue Book, following an appeal. Based on this valuation, the primary insurance companys settlement amount was $4,152.13 less than the *** determined by **** Power. Additionally, refundable products associated with the vehicle were factored into the *** settlement calculation.
  As the administrator of this *** Addendum, we have determined that the final settlement resulted in a Negative *** Settlement, even after an adjustment to the ***. Consequently, no payment was required or issued for this claim.
  It is important to note that the primary insurance carrier determined the *** using a CCC One report, which valued the vehicle at $24,119.00, plus applicable sales tax ($2,461.40) and minus the deductible ($1,000.00). While we understand Mr. ******* concerns, TruWarranty has fulfilled its contractual obligations in processing this claim. We are not responsible for the *** determination made by Mr. ******* primary insurance carrier.
  This claim has been adjudicated in strict accordance with the terms and conditions outlined in the *** Addendum, and we stand by our decision regarding this matter.

• Initial Complaint

  Date:01/09/2025

  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.

  Other see below, Im not sure of the exact amount of money we paid for this service

  Business Response

  Date: 02/05/2025

  Initially, the claim was denied due to a discrepancy between the signature dates on the *** Addendum and the Retail Installment Contract. Per the terms of our agreement, we can only process claims when all documents are signed correctly at the time of sale.

  However, once we received the corrected documentation, we promptly reviewed the claim, overturned the denial, and informed the customer via email of the additional required documents needed to proceed.

  At this time, the claim has progressed to the processing stage, and a payment exceeding the originally requested $1,000 will be issued. We appreciate your patience and are committed to ensuring a smooth resolution.

  We will provide any further updates via email."

   

  Thank you,

• Initial Complaint

  Date:12/18/2024

  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.

  repair claim filed in September 19, 2024 has not been paid. Received check that was stopped payment one day after being deposited. I cannot speak with any one at the company regarding this issue any longer due to hang up and no return calls. They have stopped responding to email request without any explanation. I am just trying to get them to respond.

  Business Response

  Date: 12/19/2024

  Our team has tried to contact Mr. ****** on different occasions to return his calls, most recently today at 2:20 PM and on Thu, Dec 12, at 12:40?PM.

  We will be happy to address Mr. ******** concerns, the best way to reach our claims team is by emailing ***********************************************************.

• Initial Complaint

  Date:12/11/2024

  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.

  The purchase date of my dodge challenger rt **** pack 2022 was approximately May *******. This vehicle was brand new with 15 miles on the odometer off of the lot. I purchased GAP coverage on vehicle and an interior/exterior package to fix any and all problems. I also had travelers insurance due comp and collision, liability and non insured motorists, etc. this car was totaled out in mint condition with ***** miles on it around Oct 20, 2024 due to hurricane ****** and flooding causing the car to be totaled out. Due to wiring harness, ECU inside of floor board and started to start off with. Within two weeks the insurance company being travelers payed 41k and change toward the payoff of vehicle which 53k still being owed. SideCar Addendum/TruWarranty is scheming to defraud myself and others who have them after having their vehicles totaled out and reading reviews from their claims after the hurricanes flooding took out their vehicles. And just as TruWarranty is s******* them saying that they insurance companies arent paying out enough for these losses when in all actuality they are. This company says that my insurance provider under paid by almost 11k. They are full of c*** I just needed to drop my extra warranty to take another four grand off and they are supposed to cover the difference hence Gauranteed Asset Protection coverage. Wheres that guarantee at. They said they were only paying out 544.59 out of 10,742.98 balance owed to bank. Saying my insurance provider under valued my car at ********, less my service contract refund of ******** being returned in 6-8 weeks. Then they want you to file an appeal through them like they are a court. TruWarranty is definitely a scam be ware consumers drop these people or walk away from buying a vehicle when you see their name. Please save yourself from this hassle. Now I will be filing with the federal district of Florida courts for consumer fraud violations under 18 U.S.C statute 1343 and wire fraud 18 U.S.C. Statute 1341.

  Business Response

  Date: 12/17/2024

  December 17th, 2024
  
  VIA BBB Online
  Better Business Bureau
  *************************************************************************************************
  
  RE: ******, ******* Agreement Number: ***10182872
  BBB Case: 22676192
  
  To Whom It May Concern,
  
  After a review, the loan balance was $30,719.99 at the date of loss (09/27/2024).
  
  The Actual Cash Value (ACV) determined by TruWarranty on the date of loss was $48,111.33, which
  includes taxes, title and less the $1,000 insurance deductible covered under this *** Addendum. This
  ACV was determined by the **** Power Used Car/Truck Guide ($46,200.00). Based on this Actual Cash
  Value, the primary insurance company paid $6,378.08 less than the Actual Cash Value determined by
  JDPower. This vehicle also has active refundable products that were factored into the *** Settlement
  amount. This vehicle has a refundable Anti-Theft Product, *************** Contract, and TruBundle product
  that can be cancelled at the selling dealership for a quoted refund of $4,809.47. In view of the above
  information, as the administrator of this *** Addendum, we have determined the *** settlement resulted
  in a Negative *** Settlement of -$544.59 ($52,376.21 - $41,733.25 - $6,378.08 - $4,809.47), which led to
  no payment for this claim. or no payment required.
  
  Following additional review of this claim, the Actual Cash Value has been adjusted to $45,421.07 following
  review of ****** Blue Book. This has resulted in a net *** payment of $2,145.67.
  
  Please note that the primary insurance carriers ACV value was determined using a *** One report
  valuing the vehicle at $40,190.00, adding sales tax ($2,461.40), license / transfer fee ($81.85) and
  subtracting his deductible ($1,000.00) and making a payment to the lien holder of $41,733.25. While we
  understand Mr. ******* frustration and complaint, TruWarranty has fulfilled our contractual obligations with
  this claim and is not responsible for Mr. ******* primary insurance carriers ACV determination.
  
  I have enclosed a copy of the **** Power Used Cars/Trucks Values report, TruWarrantys ACV calculation,
  and the *** One report for your review.
  
  We have adjudicated this claim in accordance with the terms and conditions of the above listed ***
  Addendum and have supported our decision of this claim. If you have any questions, you may contact me
  at ***************************************************************.
  

• Initial Complaint

  Date:11/20/2024

  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 purchase an extended warranty through "Truwarranty" when I purchase my used, but very clean and like new, car. After a few months, my car developed an oil leak diagnosed to be the oil filter housing gasket that needed replaced. I took the car to the dealership who diagnosed the problem, and estimated the repairs to be around $3,000. After a few days they sent an "inspector" to the dealership to gather the repair paperwork. Several days later, the Service Manager contacted me and said that "Truwarranty" denied my claim due to a "pre-existing condition". I contacted "Truwarranty" and talked to "*******" who claimed to be a manager, and he explained that the car had this "pre-existing" condition prior to me purchasing the car. I explained to ******* that the car was like new, had low miles (*******) and that I would have never purchased a car with a known oil leak without first making the dealership fix the oil leak prior to me purchasing, or I would not have bought the car at all, since oil leaks are considered a safety hazard, due to fire. ******* just said, "all *** cars leak oil" and that was his basis for denying my claim. I told *******, "what if the car leaked all of the oil out and the engine blew up, that would be costing "Truwarranty" a new motor, instead of a much cheaper repair. ******* replied "no, we wouldn't be replacing the engine." Basically, I purchased this "Truwarranty" for nothing, as it is very apparent that they are true SCAM ARTISTS. "Truwarranty" is located at ********************************************** Telephone number **************. This company is nothing but complete SCAM ARTISTS.

  Business Response

  Date: 11/25/2024

  November 25, 2024

   

   

  VIA BBB Online

  Better Business Bureau

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

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

  RE:         *********,*** Agreement Number: VSC10582689

                  BBB Case: 22583136

  To Whom It May Concern,

  After a review, Sidecars, Inc. received a claim from *** of Loveland on 11/12/2024 for a fluid leak at the left front of the engine area.  On 11/13/2024 an independent third-party inspector was dispatched to verify the cause of failure.  The inspector reported Findings are consistent with the material failure of the oil filter housing,there were no conclusive cause of failures demonstrated other than normal wear over time and mileage of the vehicle.  The inspector also reported The technician showed me the oil filter housing has been leaking long term using a mirror to see it..  As stated within ********************** agreement: EXCLUSIONS WHAT THIS AGREEMENT DOES NOT COVER, IN ADDITION, WE WILL NOT PAY BENEFITS: 15. FOR A MECHANICAL BREAKDOWN WHICH EXISTED PRIOR TO,OR WAS CAUSED BY A CONDITION WHICH EXISTED PRIOR TO THE AGREEMENT PURCHASE DATE.  When Mr. ********* purchased this agreement on 8/19/2024, the odometer reading at the time of sale was ******* miles.  In view of the fact the vehicle only traveled 623 miles within 85 days and the inspectors report noted long-term failures that developed over time, this claim has been denied.

  We have included a copy of the inspectors report and highlighted the appropriate statement for review.

  We believe we have adjudicated this claim in accordance with the terms and conditions of the above listed service agreement and have supported our decision of this claim. 

  
  

  ***** ******

  Compliance Manager

• Initial Complaint

  Date:11/13/2024

  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 WAS TOLD WHEN I BOUGHT THE ESCAPE LESS THAT 2 YEARS AGO THIS WARRANTY WOULD COVER EVERYTHING NOW THE DEALER IS TELLING ME THAT TRUWARRANTY WILL NOT COVER THE ***** VALVE THIS IS TERRIBLE FOR BUSINESS

  Business Response

  Date: 11/19/2024

  
  November 19, 2024
  
  
  VIA BBB Online
  Better Business Bureau
  *************************
  ************************
  
  
  RE: *****, ******* Agreement Number: LWPT10229781
  BBB Case: ********
  
  
  To Whom It May Concern,
  
  After a review, a claim was received from Round Tree ***** **** to replace Ms. ****** purge valve on 11/13/2024.
  As stated within Ms. ****** coverage agreement Limited Warranty Coverage; Covered Parts are limited to: ENGINE:
  All internal lubricated parts; Cylinder Block; Cylinder Heads; Cylinder Head Gasket; Flywheel; Manifold, exhaust;
  Manifold, intake; Oil Pan; Oil Pump; Thermostat; Thermostat Housing; Timing Chain Cover; Timing Chain, gears or
  belt; Turbocharger/ Supercharger unit factory installed. In view of the fact that the purge valve is not listed for
  coverage, her claim has been denied.
  
  We believe we have adjudicated this claim in accordance with the terms and conditions of the above listed Agreement
  and have supported our decision of this claim.
  
  
  ***** ******
  Compliance Manager
  

   

• Initial Complaint

  Date:11/12/2024

  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 was purchsed Anti- thief Protection with TruWarranty insurance on 4/5/2022. Totle amount for this insurance is $1180.00.The agreement term is 60 months and max benefit level is $25,000 if my car is stolen or determing as totle ******* car was stolen and I contacted ********************** immediately after the theft to inquire about my insurance coverage. Specifically, they did not tell me that in order to receive the compensation of the policy, I had to purchase the new car at the same dealer. My English is limited, so I can only rely on them to explain the content to me. However, due to their irresponsibility and failure to clearly explain the terms of the contract, lead toTruwarrany refused my compensation, resulting in my loss.Given that I was not informed about this inportant condition, I am requesting that TruWarranty reconsider my claim under this circumstance. I believe that TruWarranty should honor the term of the policy, as the filure to communicate critical condition has left me in a difficult situation. I hope for a fair and timely resolution.

  Business Response

  Date: 11/22/2024

  Please see the letter attached.

• Initial Complaint

  Date:11/05/2024

  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.

  My car was deemed a total loss from flooding caused by Hurricane ******. After dealing with my insurance company, I then initiated a gap claim with TruWarranty/sidecars **** They send a list of a ton of different paper work you need to get to them prior to them even opening a claim. You then wait 7-10days and find out your claim is denied because insurance didnt pay out enough. Now the only option is to take care of the remainder of the auto loan myself while I wait for the refund to come through, which takes 6-8wks for processing. Make sure you do not a get car from a dealership that uses this company for anything. They will not help when you need them most!

  Business Response

  Date: 11/08/2024

  Hello,

   

  Please considered the attached as our official response.

  Thank you.

• Initial Complaint

  Date:10/13/2024

  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.

  Loss of 6-21, Dodge Charger Daytona 392 owned for roughly 6 months. Filed police report day of theft, contacted insurance (GEICO) same day. Waited advised 30d to get info from ***** about total loss. Car was never recovered, still hasn't been 4mo later. --------Did all leg work for GAP, contacted dealer, insurance, financing company *********** to gather ALL documents to submit while working closing 2-11pm every day at my job that I was in danger of losing because of the theft, as well as threat of losing apartment for lack of transportation.-------Been 4+ months since the theft and Ally is saying GAP hasn't paid off the loan, leaving me to scrape up $1250 to pay off the remaining value. I don't have it. I needed a car, I got a car no thanks to anyone but myself. I try to talk to Ally & get hung up on, or looped around their automated menu system until it tells me they don't recognize my # and hang up again. TruWarranty/SideCars started off very helpful and promising. However my addendum states 150% *** of my car which GEICO seemed $29,360. After deductible, that should put me at $43k give or take to cover the loan. Now, GAP is saying they won't help me and I have to speak to Ally or my Insurance to get them to make it right. Something is missing here. -------I've attached screenshots of my addendum, my attempted contacts and I have many more calls and emails to submit regarding how hard I've tried to have them do something to help me out and save me from this absolute nightmare. -------Seeking remaining loan payoff ($1250 to *************** and nothing more. I don't need anything else but to be made whole. Beware of dealing with ***, because their **************** claim was AMAZING and easy and problem free. No idea why I'm being punished for my car being stolen. I worked so hard, that was my baby.

  Customer Answer

  Date: 10/13/2024

  The $933 payment in my Account screenshot is what *** deemed appropriate to pay towards my loan. They have stopped responding to me and reject my calls, only insisting that I go after Geico and Ally to make the loan right. I forgot to note that, and thank you for publishing my complaint. 

  Business Response

  Date: 10/15/2024

  Hello, please accept the attached as our official response. Thank you.

• Initial Complaint

  Date:10/12/2024

  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.

  February 2024 I purchased a 2024 ***** CRV. June of 2024 my car was totaled by another driver at 800 miles. My insurance had to determine actual cash value, it has to be approved by gap. I contact my dealer to go over the value in comparison to JD Power/ NADA. We even did ***. So I challenged the cost, insurance adjusts, GAP approves, finance company is paid. Now I'm left with a few thousand dollars left. I cancel my warranties with the dealer and get $1700 in refunds. After gathering paperwork I filed a gap claim thru truwarranty. Nobody answers the phone but when finally do they send you a email. They ask for a ridiculous amount of docs that you have to get from the dealer, insurance, and finance *** Then use all those docs to justify not paying. They basically said my insurance undervalued my car THAT GAP APPROVED, that was corrected by me. Bc they get to guess my car value right?! I appeal and ask for proof. The first value has ALL THE NUMBERS WRONG. But don't bother calling, no one answers. Be ready to go back and forth via email. They pretty much force you into paying for a totaled vehicle while you try and find a new one. 7-10 business days. I ask for a update, they say it isn't one. The next day I get a letter dated 2/3 days b4 I called that I guess they just wanted to make me wait for. Guess what it says? We owe nothing! That the value they decided was worth is MORE than my car, with interest, with finance charges!! My car msrp was 35-36ish NEW. Why did they say it was worth ******? I ask for proof, it isn't provided. I appeal it, another 7-10 days. Back and forth via email. Still not proof, now they consider kbb. Now my value is ******. What changed is 7-10 days? Nothing. They just use any method avaliable to avoid paying ANYTHING. I have received nothing to justify how they got to decide the value. The amount still isn't correct. Now they've decided to stop responding. They abuse their discretion and forget you have the contract and the fine print.

  Business Response

  Date: 10/15/2024

  Hello, please refer to the attachment as our official response letter. Thank you.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 22414440 and am satisfied with this resolution. 
  
   
  
  Sincerely,
  
  
  
  Victoria Washington