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:04/17/2024

  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.

  After an accident with Total loss the car insurance The General pay to the bank Santander the value of the car, however the *** insurance Truwarranty don't want to pay the rest of the debt to the bank $4,797.10 and the interest still running per day. Truwarranty value the car on $29,513.62, the car insurance value the car $24,421.00 and the original price from *********************** was $27,500 on 07/15/2023 the accident was 01/23/2024. I want they pay the rest of the money that i owe to the bank Santander because that is the reason to pay a *** insurance.

  Business Response

  Date: 04/19/2024

  This claim was calculated by determining the Net Payoff at the Date of Loss and the Actual Cash Value according to the **** value from JD Power. The Net Payoff consisted of the Amortization schedule derived from the Retail Installment Contract and the Service Contract refunds. After calculating the Net Payoff at the Date of Loss and the Actual Cash Value, there was no difference remaining for the *** claim to waive which resulted in no payment from the *** Claim. According to the terms and conditions of the *** Addendum Definitions Section: "Actual Cash Valuation" as well as "Gap Amount" we reserve the right to use our own ACV calculation method to determine the market value of the vehicle which we then use for our calculations. 
  
  
  The Customer's loan still held a balance due to the ***************** Settlement being less than the Actual Cash Value that was determined by JD Power. The customer was informed about this, and they were instructed on how to appeal.
  
  
  As a courtesy to the customer, additional valuation sources were reviewed during the appeals process. ****** Blue Book and Comparative Vehicles verified that the Actual Cash Value used in this claim from JD Power was an accurate representation of the Actual Cash Value of the lost vehicle. Therefore, there was no payment waived for this claim following the appeals process due to the claim being processed according to the terms and conditions of the *** Addendum. The customer was encouraged to ask their primary insurance carrier to evaluate their market valuation as it was lower than ****** Blue Book, JDPower, and the comparative vehicles in the area.
  
  

  Customer Answer

  Date: 04/22/2024

  Complaint: 21590888
  
  I am rejecting this response because: I have not control of the methods for value a car and the original price from the dealer was less then the amount they dont want to pay. In this case they need to honor the contract and pay the rest of the money. 
  
  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/24/2024

  At this point, the customer has gone through the appeals process, and it was found that the valuation of the vehicle was correct. If the customer has any questions or requests concerning the documents or how we arrived at the data we did, then they can reach out to *************************************

• Initial Complaint

  Date:04/01/2024

  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.

  This complaint is about my gap insurance not paying the remaining balance owed on my vehicle after it was considered a total loss. On 1/24/2024 I had a vehicle involved in an accident and it was deemed a total loss. My insurance has paid out the portion they were responsible for. My insurance company used a report from CCC to calculate the value of my car. My gap insurance which is Truwarranty will not pay off the remaining amount on the loan of $4,647.85. They are saying that the value had to be calculated through ***** In my contract it states that on the Date of Loss as listed in a national or regional guide, such as ***** is how the retail value is to be figured. They are leaving me with around $1,000 to pay out of pocket. I asked to see their report on how the value was calculated and got no response. I filed an appeal like they told me too with no response at this time. I cant give an exact amount of the remaining balance because it changes due to interest still being added.

  Customer Answer

  Date: 04/02/2024

  Truwarranty sent me a screenshot of number but not how they got them from **** and KBB. I forwarded those pictures to my adjuster and she was more than will to run other comps and speak with Truwarranty but they arent interested until they make a decision on my appeal. They are inflating the cash value of my car so they can pay less.

  Business Response

  Date: 04/03/2024

  The customer has initiated an appeal regarding the determination of their claim. Upon thorough examination of comparable vehicles and valuation sources, it has been determined that the initial valuation provided by the insurance company undervalued the vehicle in question. Consequently, our decision remains unchanged, and the amount previously disbursed stands.
  We will duly inform the customer of the outcome of their appeal.
  

  Customer Answer

  Date: 04/03/2024

  Complaint: 21512293
  
  I am rejecting this response because:
  When I was sent Truwarranty's numbers I could not see any of the information they used to get their numbers. My insurance company sent the full report so you could view all options that were listed to obtain the value. Also my insurance adjuster said she would run comps on other cars with Truwarranty to see how they came up with their numbers. My adjuster's name and contact information is *************************; *************************, email-*********************** Also by NADA ********** the value has to be comparable in my area and the information I was given was not complete enough to determine what area they are using to get their value.  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/05/2024

   The customer is welcome to emails us at ************************************* and initiates the conversation between us and the insurance company, we would be more than happy to have the conversation with the adjuster as to how we arrived at our settlement!

  Customer Answer

  Date: 04/11/2024

  I have already went through the appeals at Truwarranty. Why do they not have to provide me the information that they used to come up with their numbers. I can go to the same sites and make the car only with around $8,000. All I got was a screen shot of final numbers none of the details used to get the numbers. I will start the conversation between my insurance and Truwarranty, but I would like to see all the information used to get numbers. If not as far as I am concerned they are being deceptive.

• Initial Complaint

  Date:02/29/2024

  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.

  On 12/21/2023 I purchased a 2023 Mini ****** convertible from **** *****. I also purchased a pre paid maintenance program for $2,245.00 which I do not need at the present because Mini ****** does this service till 12/01/25. I also purchased Ultimate security TRUVSC vehicle service agreement for $4,867.00 which I also do not need because Mini has a 4 year bumper to bumper till 12/1/26. When I realized the full story I cancelled these 2 agreements tru Audi/***** on 1/10/24. I had started the process on 1/2/2024 but it took sometime getting to the correct people. On 1/10/24 I I filled out the paperwork with the dealer who said it would take 4-6 weeks. It has now been 7 weeks. I spoke with the warranty company on Monday 2/26/2024. The woman I spoke with was very pleasant and told me that my warranty was still active in the system. She also stated that as soon as this cancellation is in the system they will send a check to Audi for their part and Audi should send it to ******** of America. This tells me that although Finance from Audi told me they cancelled the warranty they did not. So both **** of America and the warranty have not heard from the dealer. I have read that dealerships will stall in order to make a few more bucks. Meanwhile it has cost me over $216 in finance charges. I am a 73 year old woman on a fixed income.

  Business Response

  Date: 03/01/2024

   The dealership has cancelled the contract on Feb 28th with a full refund. 

  Customer Answer

  Date: 03/10/2024

  Complaint: 21365892
  
  I am rejecting this response because:

  My complaint is with the *************

  I have spoken with the Warranty Company who states that after they received the cancellation request from 
  ************* they refunded the full amount to the ***** dealer on 2/28/2024.  According to the Cancellation request this amount was for $4867. I Spoke with the Bank Of ****** on Friday 3/8/2024. They have not received anything from *************. I have also emailed the ************* of **** on Friday 3/8/2024 asking  when the refund will be sent to BOA and if it has already be sent I have requested information on how it was sent and the tracking number.  I have not heard back from the **** ************** The amount expected is 

  $2245 **** Dealer

  $4867 Warranty Company ( This was the amount sent to the **** Dealer on 2/28/2024

  $7112 Total refund expected and should be sent by ************* for the entire amount

  When the Bank of ****** has received the entire refund and has documented it I will be happy to accept the response. 
  

   

  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/12/2024

  As stated in the customers response, truWarranty's, the warranty company, portion of the refund has already been sent to the ********** is the dealers responsibility to refund the full amount to the customer or lender. 

   

  Customer Answer

  Date: 03/14/2024

  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.
  The dealer sent the refund to the lender on Monday 3/11 and the Lender  posted the credit on Thurs 3/14. Thanks to all who worked to make this happen
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/26/2024

  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.

  Just off leasing of **** ********** stole ******* through deceptive sale practices. After further investigation from Tru warranty. They only gave the warranty company ******. The warranty company told me the warranty is null and void because of chemical spray on the car prior to my purchase. Now I asked ******* (customer service representative how would she be able determine if chemical are use. She told me all dealerships do it this is why we void all warranties. even after purchase. Again I asked her how does she know this she informed me that all dealerships do this for the second time. Update Truwarranty only refunded me ****** prorated. Now as for Just off Lease they are now a closed business noone picks up the phone and I am out of *******. Can someone tell me how I CAN GET BACK TWO thousand dollars. Please note on the TruWarranty paper work states Just off Lease got Paid ******* of which ******* their representation stated the company only received ******. Somebody Lying.

  Business Response

  Date: 02/27/2024

  During the initial conversation with our team member, the customer failed to mention that this was a total loss of the vehicle case. Therefore we informed the customer that this was a noncancellable contract. After analyzing the case further, our team was able to identify that it pertained to a total loss case, we then made them aware that the policy could be canceled by using the date and mileage from the loss report, and that they would receive a prorated refund.
  It was explained to the customer that ********************** would refund our portion directly to her since the loan is paid in full.
  They found the answer to be unsatisfactory and demanded truwarranty to pay the full amount they paid the dealer for the coverage. We then explained that the dealerships purchase our warranties and add their markups and that we did not receive the amount they paid, but would be happy to refund the prorated amount of our portion. 
  
  The policy was then canceled and our portion will be sent to the customer directly. 

• Initial Complaint

  Date:01/28/2024

  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.

  Have car warranty and truwrranty did not honor the warranty, car engine blown had car less than 2yrs. Denied the claim for repair
  Try warranty voided the claim stating car wasn’t serviced on time, car was serviced 3 times within 1 and 1/2. 13,000 dollars to replace engine in 2014 GMC terrain.

  Business Response

  Date: 02/07/2024

  Customer failed to follow manufacturer service intervals. Evidenced by sludge and varnish found by repair facility and also independent inspection.
  
  
  Original failure on the claim was for a starter which was approved. Additional findings after replacing the starter motor were that the timing system had failed with resultant damage to the motor.
  
  
  Improper maintenance was grounds for claim denial.

• Initial Complaint

  Date:01/26/2024

  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.

  (See attached PDF for full details)
  ***** purchased VW Passat & extended warranty from Specialty Auto, Suamico, WI.
  Discovered the warranty received was not the warranty that was presented.
  TruWarranty issued a flat cancel of the warranty & says ***** is owed $2,606 full refund:
  TruWarranty sent Specialty Auto/**** ****** a check for $1,549. TruWarranty states that **** should refund the full $2,606 as **** is the current owner of Specialty Auto. TruWarranty also states that it is ****’s responsibility to collect the remaining $1,057 from ******* *******, the previous owner of Specialty Auto at the time of the vehicle and warranty purchase. **** ****** responded that he did not purchase the previous owner’s liabilities when he purchased Specialty Auto and states that it is not his responsibility to collect the $1,057 from previous owner.
  When we relayed the information from **** ****** to *** ******* at TruWarranty he suggested that we file a complaint on the previous owner. We have been informed by Better Business Bureau WI that we are unable to pursue a complaint on the previous owner ******* M ******* as he is no longer in business. We feel that TruWarranty has relinquished all interest in this and is not pursuing the collection of the $1,057 and has implied that it is *****’s responsibility to collect. This does not make sense; TruWarranty had the relationship and agreement with the previous owner, TruWarranty sent **** ****** only $1,549, **** states it is not his responsibility & he is not liable, and the responsibility to correct the mistake should be TruWarranty’s.
  As of the time of this complaint filing, ***** has not received any of the $2,606. We believe that it is TruWarranty’s responsibility to send ***** the check for full refund of $2,606 and to provide him with the appropriate documentation for him to be able to submit a claim to ********* ********** ** ******* to receive the refund of the taxes he paid for the warranty as well.

  Business Response

  Date: 02/02/2024

  1 - truWarranty sent a check for $1,549 to **** ******, which represents the full amount of money received by truWarranty from Specialty Auto for the administration, servicing and claims handling for the service contract that was originally issued to ***** ********. The remaining $1,057 of the total purchase price of $2,606 is the ****up (profit) that was retained by Specialty Auto from the sale of the service contract to ********
  
  2 - we have communicated to Ms. ******** that she should collect both the $1,549 as well as the $1,057 (total of $2,606), from Specialty Auto, since that is the entity that sold the service contract to Ms. ********. If there was a previous owner involved by the name of ******* *******, then the normal industry practice is outlined below:
  
  **** ******, the new owner (buyer) of Specialty Auto refunds the full $2,606 to Ms. ******** as **** is the current owner of Specialty Auto.  Next, it is **** ******’s responsibility to collect $1,057 from ******* *******, the previous owner (seller) of Specialty Auto at the time that ******** purchased the vehicle.
  3 - Ms. ********’s BBB complaint states that ******* ******* is out of business. Mr. ******* sold Specialty Auto to **** ******; and it is our understanding that Mr. ******* now owns and operates a car dealership in Florida. It is also our understanding that Mr. ******* can be reached on his cell # ************.
  
  We have worked diligently to assist Ms. ******** in this situation. truWarranty refunded $1,549 to **** ****** at Specialty Auto in an expeditious manner, which was 100% of the money received by truWarranty as outlined in #1 above. truWarranty has also provided the normal industry practice for the payment of the refund to ***** ******** as outlined in # 2 above. We are hopeful that this communication to you and Ms. ******** is helpful.
  Please let us know if you have any questions or need any additional information.

  Customer Answer

  Date: 02/05/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  **** ****** refuses and will NOT refund the full $2,606 or return calls or texts.  **** ****** did not take the previous owner's liabilities when he purchased Specialty Auto.  

  It is our understanding that Mr. ******* is no longer in the auto business in FL, **** ****** informed us that Mr. ******* is not willing to provide any refund, and we do not have a way to collect from Mr. *******.

  We
  feel that TruWarranty has relinquished all interest in this.  We are left with NO refund, NO warranty and essentially out of $2,606 that is owed to *****. 

  We
  believe that it is TruWarranty’s responsibility to send ***** the check for the full refund of $2,606 since the error in selling ***** the incorrect warranty, according to **** ******, is within the training, brochure and paperwork provided by TruWarranty.  

  The refund
  of $2,606 needs to be in one check to provide the appropriate documentation for ***** to be
  able to submit a claim to ********* ********** ** ******* to receive the refund
  of the taxes he paid for the warranty. 

  Sincerely,
  
  ***** And ******* ********

• Initial Complaint

  Date:01/18/2024

  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.

  Well I purchased my dodge Ram from Tampa bay dodge dealership and upon getting the truck I was talked into the warranty. The dealership let me know that the power train would cover anything that makes the truck operate like engine or transmission and so forth. Well that’s not the case with tru warranty they have denied me every way with excuses that my truck ran hot and warped my cylinder head. Not true, I took it to another dealership precious before I took it to dade city dodge Ram and that dealership never said anything about it being warped. I truly believe they don’t want to cover it because of the amount being charged. If they’re not going to fix anything I would like a full refund of my money that was hat to obtain this warranty.

  Business Response

  Date: 01/19/2024

  There were two claim for this contract. The first was for non covered components on the High Mileage Powertrain Plus service contract; and the second claim was denied for overheating and continued operation on the same service contract.

  Customer Answer

  Date: 01/25/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: Tru warranty comes up with any and every excuse not to cover your vehicle. I have decided to fix the issue myself and learn from my mistake of purchasing a useless warranty from Tru warranty. I really would like to get a refund for the warranty that I had paid for. I would like to discontinue my coverage if it's possible as well.
  
  
  Sincerely,
  
  
  
  ** *****

  Business Response

  Date: 02/07/2024

  We have cancelled the customer's contract in question and issued our part of the refund to the selling dealer.

• Initial Complaint

  Date:01/15/2024

  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.

  My car has been in the shop since January 8th, it got evaluated and was the dealership sent out how much the repairs would cost to the dealership. It took forever for them to answer back and get an adjustor out there to review the car. I am in up to $400 plus dollars in Ubers to get to and from work. I called their customer support line and was hung up on, I was the next caller in line for over 20 mins and a prerecorded message came on saying they cant take my call and leave a message. Its already so hard being without my vehicle. I have no problem waiting as long as I can get into a rental. I was supposed to speak to management and no one called me back. I’m growing restless and out of money to go to work. I work at the hospital and could lose my job.

  Business Response

  Date: 01/17/2024

  While it may have been in the shop since the 8th, our team only received the repair order and estimate from the shop on Jan. 11th. The repair required an inspection and we received it back late, on Jan. 15th. The review has been completed and approval for repairs was sent this morning.

• Initial Complaint

  Date:12/22/2023

  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.

  Hello BBB of Joplin!
  
  I am here to file complaint regarding SideCars, Inc located at *** ** **** *** ******* ** ***** regarding their GAP coverage I purchased.
  
  I have included all of the information regarding the GAP coverage purchased, including my contract, the brochure and all the paperwork given regarding this $1200.00 purchase for my 2016 Ram Promaster Wagon Base.
  
  Unfortunately, my vehicle was recently totaled and the GAP coverage that I purchased and filed a claim for was denied by SIdeCars, Inc for being a "cargo van" when that is not the description of the vehicle OR what is written on the contract as the style of vehicle that was purchased.
  
  My expectation is that SideCars, Inc pay the GAP coverage, as promised in a timely manner, and based on the contractual agreements listed and included with this complaint.
  
  I am attempting to settle this with the proper solution outside of legal means. I have sent an appeal to the organization along with letters to their CEO and COO for a diplomatic solution to this issue before 12/31/2023.
  
  Thanks BBB of Joplin for your assistance, please let me know if you have any further questions.
  
  ****** ****
  ************
  ********************************

  Business Response

  Date: 01/03/2024

  Our team contacted the agent and selling dealer and came to an agreement to canceled the contract in question and refund the customer for it.

• Initial Complaint

  Date:12/01/2023

  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.

  I have a valid *************** Agreement with Exclusionary Coverage through TruWarranty for my **** Explorer. On Monday, November 6, 2023, I filed a claim with TruWarranty through their claims portal for repairs related to the vehicle's electrical generator. I submitted all the required documentation as outlined in the Service Agreement. I have not received any response to the claim from TruWarranty. I have attempted to contact their claims department multiple times since then, with absolutely no response.

  Business Response

  Date: 12/01/2023

  The contract in question was VOIDED in our system by the dealership. Therefore, we are unable to open a claim for it until it's been paid for by the dealer. 

  We have contacted the dealership in *******'s behalf, and are waiting for next steps. 

  Customer Answer

  Date: 12/16/2023

  TruWarranty called me and told me that the dealership failed to remit payment to TruWarranty and thus the warranty was voided. I called the dealership and they indicated that they were in contact with TruWarranty and that the issue was resolved on their end and payment was remitted. TruWarranty indicated that they would open the claim once the issue was resolved with the dealership. The issue has been resolved with the dealership and I have not heard anything back from TruWarranty regarding resolution. This complaint should remain open until TruWarranty resolves the issue. 

  Business Response

  Date: 12/18/2023

  Our claims team is working on this case and will be reaching out to the customer soon.

   
  

  Customer Answer

  Date: 12/18/2023

  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,
  
  *******************************