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:11/12/2024

  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:10/24/2024

  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.

  Consumers beware, this is a business that lacks ethics, professionalism and violates its fiduciary duty. We purchased a vehicle from a dealership with complete coverage, including warranties and gap. Vehicle was irreparably damaged and dealer initially would not and still has not completely refunded pro rata warranties. Furthermore, they sell you a third party gap insurer called TruWarranty who hides behind a contract that violates Florida law. As per regulation, gap is defined as and obligated to bridge the difference between vehicle value and loan value. Not only was the dealership impossible to get in touch with or hear back from but so too was their choice of gap provider. As per Florida regulation, the primary insurer is the sole party who's valuation is to be upheld. TruWarranty's valuation dramatically differed from that of both the primary insurer and an independent third party which I was forced to pay out of pocket to contract. First TruWarranty was so far off in valuation that they subsequently amended, but were still miles away. Of course it is in their interest to overvalue a vehicle so that they don't have to pay out and can look more profitable as a thieving business, conniving and stealing from regular, hardworking folks. I am still servicing a loan without having a vehicle and am unable to afford another vehicle. Their appraised value uses retail price as if you were to buy a vehicle new, while insurance and third party appraised the vehicle at its true market value. TruWarranty didn't even go look at the vehicle, they just use inaccurate comparables for vehicles that have never actually sold. Please avoid this counterparty at all cost and do your homework when it comes to the counterparties you are forced to accept if you want to protect yourself from unforeseeable adverse circumstances. Thank you

  Business Response

  Date: 10/31/2024

  Hello, 

  Our team has reached out to the customer in question on October 30th at 8:00 AM.

   

  Customer Answer

  Date: 11/01/2024

  Complaint: 22471470
  
  I have reviewed the business' response and am rejecting it because:
  
  The nada you use is a skewed outlier too high relative to kbb and comparables as well as primary insurer and independent third party . You know this and implicitly admit this is the case when you first provided nada and a negative payout decision and then Subsequently amended by taking into consideration more realistic valuations . 
  
  This is clearly to your business prerogative and can be plainly considered price gouging . 
  
  The nada value should have no basis in the equation. The average should be taken between kbb and comps, Which would still price you higher than both the insurer and third party . Without the nada you would have had to satisfy your fiduciary duty which was to pay off the entirety of the difference between loan *** and insurance payout at time of loss.

  The fact that your contract defines acv subjectively as it pleases is irrelevant and contradicts your legal obligation.
  
  Even the kbb report indicated the vehicle condition as excellent yet you never even came out to inspect it . Clearly attempting to pay out as little as possible. 
  
  Whereas the ccc report shows the condition as average and was actually inspected by a true professional who took their responsibility seriously versus a Ponzi scheme that cares only about its P/L. 
  
  While I have been servicing the loan since your failure , If you are willing to compensate for the balance of the loan (around 2k) I will consider this issue closed. If not I will be posting same to bbb for the public to be fairly forewarned.
  
  You are a fraudulent organization and future potential consumers need to be made aware.  The choice is yours. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 11/08/2024

  Hello, 

  While we understand the customers frustration, the signed *** Addendum clearly states what the definition of Actual Cash Value (ACV) is, and the *************************************** (****) is a nationally recognized guide for determining the ***.  Sidecars, Inc. used this value along with ***** Blue Book and a comparable vehicles to determine a a fair value of the vehicle.  Sidecars, Inc. has continued to supported our decision of the *** Payout amount.

  Customer Answer

  Date: 11/11/2024

  Complaint: 22471470
  
  I have reviewed the business' response and am rejecting it because:
  
  Business continues to evade the point that their valuation methodology overestimates the value of a destroyed vehicle. They value vehicles higher than both the primary insurer's payout and an unbiased third party's consensus. Again it is in their favor to do so because this results in a lower GAP payout and greater P/L for their business. Totally understandable yet totally unethical. Imagine buying insurance on your home and then getting hit by a hurricane and then having insurance refuse to pay to fix your roof. This is exactly the same thing. The importance is that consumers are now made more aware. All one needs to do is check the multitude of other BBB complaints about this company to see that this is their unapologetic modus operandi and steer clear. The only unfortunate part is that this comes to light after the fact, and one should hope other members of the community never have to experience such events leading to this. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:10/17/2024

  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 purchased a vehicle and extended warranty coming from Truwarranty.l, which I paid just under 3000$ for. Not even two months in and theres front end repairs that need to be done. They require an independent inspection but do not provide you any transportation in the mean time, then blame the independent inspector for taking so long when THEY REQUIRE IT. By the time I get my vehicle even inspected it will be a Friday, nearly an entire week without transportation and here comes the weekend but guess what, they dont cover loaners for the amount of time your car is in the garage, only the amount of work done. I will get a loaner for MAYBE a day out of over a week, if they even help. I was hung up on when asking why they blame independent workers for the time frame that they require. The dealership said it was a nightmare getting ahold of them. Feels like a complete scam. Less than two months in and Im stranded daily.

  Business Response

  Date: 10/18/2024

  October 18, 2024
  
  VIA BBB Online
  Better Business Bureau
  **************************************************************************************************
  
  
  RE: ******, ****** Agreement Number: VSC10582696
  Case #: ********
  
  To Whom It May Concern,
  
  After a review, a claim was received from Ms. ****** on 10/14/2024 and an inspection of the vehicle was assigned on
  10/15/2024 to verify the cause of failure in order to properly adjudicate her claim. As stated within *******************
  Service Agreement (herein referenced as VSA), COVERAGE, 4. PLATINUM COVERAGE; B. RENTAL CAR Fifty
  dollars ($50.00) per day for up to seven (7) days after a claim has been approved. We are not responsible for the repair
  centers inability to schedule repairs or obtain parts. We will reimburse You up to fifty dollars ($50.00) per day for every
  eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days.
  In order to be eligible for rental reimbursement, Your Vehicle must be inoperable or unsafe to drive requiring that it be
  retained by the Repair Facility overnight or the covered repair must exceed a minimum of four (4) hours labor, as
  defined in the current year manufacturer or other accredited flat rate repair manual. This coverage does not apply to
  the time waiting for parts, services, weekends, or other delays beyond the control of the Repair Facility or the
  Administrator. An inspection is currently scheduled for 10/18/2024. Unfortunately, Sidecars, Inc. is not responsible
  for any delays outside our control.
  
  If you have any questions, you may contact **************************************
  
  ***** ******
  Compliance Manager
  

• 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

• Initial Complaint

  Date:10/05/2024

  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.

  I am writing to express my deep dissatisfaction with Truwarranty gap insurance company at ***************************** and ***************** Buick GMC car dealership at *****************************************************************************************************. On June 6, 2024, I was involved in an accident for which I later received a payout from StateFarm and Truwarranty. However, the payout from each does not cover the amount of the car financing. The Truwarranty gap insurance I purchased from ******** to cover the $3,538.80 balance on my car financing only paid out $1708.05, leaving me with a significant financial burden. Truwarranty did not fulfill its obligation and is refusing to do so. Ettleson is not supporting me in ensuring I am able to use the gap insurance I bought from them. They sold me a service and are refusing to deliver it now when I am asking for it. In addition, Truwarranty informed me that the dealership lied to the financing company GM Financing and stated my car was equipped with running boards, a drivers assistance package, a luggage rack, a sports package, towing, and a camper package. My car was not equipped with these items. In addition, I made two payments in June and July, each of $800, while Truwarranty and Ettleson were settling the gap payment. I want assistance enforcing Truwarranty to provide the gap insurance and pay for the total loss of the car, as I paid them and Ettleson to do. In addition, both Ettleson and Truwarranty should be investigated for selling gap insurance and refusing to provide the insurance at my cars total loss. I also want a refund for the two payments I made in June and July while Truwarranty and Ettleson discussed payment of the gap amount.

  Business Response

  Date: 10/15/2024

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

• Initial Complaint

  Date:09/19/2024

  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.

  **** purchased my 2014 Jeep Cherokee about 2 years ago, and also purchased a vehicle warranty through Truwarranty on 12/08/2021. The warranty is called TruVSC Exclusionary. I took my jeep to Cardinal Dodge and jeep in **********, KY off of ***** Hwy, they told me my Cam and lifters are bad and need replaced. These are supposed to be covered under the warranty. The warranty is ****** miles/36 months. I am about 300 miles away from being over the allowed miles, but still within the time frame.Truwarranty is refusing to cover their warranty policy and pay for my Cam and lifters to be replaced. They are saying that I have not serviced my vehicle properly. But I have documentation proving that I have! I have my oil changed (synthetic) every time the light comes on according to jeep manufacturers recommendations. (There is also nothing written in fine print on the warranty regarding how often oil changes are required.)Furthermore when I have tried to reach out to Truwarranty, they will not answer their phones, and it seems extremely scam like. Every time I call I am hung up on and when I actually am able to get a person on the phone it sounds like an AI recording, and they always say the person I need to talk to is not there. The jeep dealership said they have had a hard time getting ahold of truwarranty too and have had my jeep for over a month now. No work has been done it''s just been sitting there. I don''t know what to do at this point. Why buy a warranty if they will not cover their end of the deal. It''s awful I am so upset I have been having chest pains. I paid $1500 for this warranty and for nothing but more trouble and a loss in money.

  Business Response

  Date: 09/25/2024

  Please see attachment for official response.

   

• Initial Complaint

  Date:09/17/2024

  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.

  Truwarranty is the ************* that was supposed to cover my Jeep Cherokee. Date of Loss: 4-25-2024 The company originally stated they would not pay because I drive it to work. Car was driven to work to a company lineman truck and parked. After many letters from my supervisor truwarranty stated they would pay. It appears they sent fake tracking numbers and stated it was delivered Thurs 9/12/24, five months after accident (totaled hitting a deer) finance company has not received payment or communication from truwarranty. They are still charging interest and monthly payments on the totaled vehicle while ruining my credit. I have not had possession of the vehicle since 4/26/24. ************** handled their claim in a timely manner. I spoke with the dealership we got the jeep from and they stated they no longer use truwarranty related to these repeated issues. I fear that payment will never make it to the loan company and my credit will continue to suffer. Attention needs to be brought forward to all affected by this company and I need to know how to proceed and if I need to seek further legal counsel. Several of the desired list apply. Refund, repair credit, fulfill ************* contract through back dated payment to extera the auto finance company

  Business Response

  Date: 09/25/2024

  Update regarding the *** claim payment for the account referenced in previous communications.
  After several discussions with the customer over the past two weeks, we can confirm that the initial payment check was sent on August 9th to the verified address provided by **************, as shown below:

  
  ******************
  Attn: Payment Processing
  P.O. Box 650693
  ****************

  
  However, ************** later informed us that they were unable to locate the check. As a result, we issued a stop payment and verified the correct address once again with Exeter, who confirmed that this was indeed the correct address. They also provided the account number to include in the memo section for added accuracy.

  
  On September 9th, we reissued and resent the check to the same verified address, this time including the account number as requested. This morning, ******** spoke with **************, who confirmed that the *** amount of $7,624.17 was successfully applied to the account on September 18th.

  
  I would also like to confirm that each tracking number provided to the customer was accurate, and each check was sent to the correct address. Based on the information provided by **************, it appears the initial issue originated on their end, rather than from any actions on ours.

  
  Please feel free to reach out if further clarification or assistance is needed.

• Initial Complaint

  Date:08/29/2024

  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 bought the Tru warranty for my used **** RS5. My coolant pump is bad and was leaking coolant. First time I ever tried to use my warranty and they didnt want to pay for it because of the price to fix. They sent their own inspector out and then denied my claim stating the after market air intake was the cause of the leak. **** and their mechanics say this is bogus! The intake had nothing to do with it! The water pump diaphragm is bad and its obvious. Tru warranty or Sidecars (whatever they are called now) is falsely denying my claim to get out of paying! My policy does have a clause regarding modifications to the power train, exhaust system, and suspension including the failure of a custom part. The intake box has nothing to do with that! This warranty company is trash and if they are not going to fix my car and say my warranty is no good because of an air box I want a full refund of the amount I paid!

  Business Response

  Date: 08/30/2024

  The Administrator/Obligor stated within this agreement is ****** ****************** Company as stated within the Definitions section, not Sidecars, Inc.  Please instruct the customer to contact ****** ****************** Company via email at ************************ or via telephone at ************** for any further questions.