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:04/26/2023

  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.

  Bought car from Scottsdale car company. Sold car a month later to GMC. Called to cancel warranty on old car to get refund. Was told multiple times when cancelling they would send a check in the mail to the SCC who set up insurance. 2 months later and many calls to truwarranty later we get told that instead of the check they gave SCC a credit for the amount we are owed. SCC can't give us our money because it's a credit. We need that money to put down on the replacement car. We just want our money returned via check or someother form.

  Business Response

  Date: 04/27/2023

  Initially, we processed the Admin portion of cancel refund as a statement credit to the dealer.  The dealer is responsible for then creating the full refund to the customer.  We will reach out to the dealership to investigate and move the refund process along today.

• Initial Complaint

  Date:04/20/2023

  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.

  The statement that I failed to maintain the tire is false. I went to 3 different locations including the place I bought the car, and no one would help me. Until I tracked down the Finance manager that sold me this package warranty, which works at a totally different dealership.
  
  Not only that but I got there and one of the service reps were in my face disagreeing with me.
  
  No where in your information of purchase does it state a thread depth requirement as well. This has been a scam, if TruWarranty can't get it fixed soon. I'll replace the items personally and get my money plus much more back in court.

  Business Response

  Date: 04/26/2023

  Hello *****,

  Upon review of your case we contacted the dealership which whom your name was attached to in our system.

  We came to find that all five policies that were under your name are voided.

  Brandon Honda confirm that the policies were never activated due to the purchase of the car never been finalized.

  The VIN attached to your voided policies is now under another persons name.

  We will be glad to look into this further if you have any proof and documents to send to our support team ([email protected]), that can confirm you do own the vehicle and that the policies in question were paid for.

  Thank you,

• Initial Complaint

  Date:03/13/2023

  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.

  We bought a 2020 Nissan ****** with only 5000miles from a used car lot . They advised us to get the extended warranty for the car so we did. they said any happens to the car they will cover it expect the normal wear an tear.
  On Tuesday 7 2023 my son was driving the car he stop at a fast food place when at drive-thru he hear a big bang when he was about to turn to paid. He call me to notify me . He an other people help him move the car to a parking spot. I call him to send me a picture it was the Inner tie rod end that had broken at the end where the threads connect to the outer tie rod. We had it tow to a shop. they call me about the repair and the cost $651. We decide to contact the warranty claims. We sent them all the info . They reponed quickly. a week went by . I call the repair center. they said the car was ready. i contacted the warranty department . They said it would be until Monday or Tuesday when they had the results from the inspector. They email us back denying the claims because they said the car had an impact. I not a mechanic but if that was the case the lower ball joint control arm and the cv axle should have been damaged as well look at picture . We contacted back the warranty department an ask for a copy of the inspectors report. They denied a copy an said if we wanted a copy of the report we would have to contact the dealership we have purchase the car from. What kind of practice is that. We are paying a loan to a Leander not the dealership. Why wont the cover it its a faulty part not impact.

  Business Response

  Date: 03/16/2023

  Hi ******,
  
  
  I’m sorry to hear your experience with Tru wasn’t as expected.
  As mentioned by our claims department, after reviewing the inspection results our team notice clear signs of impact damage on the undercarriage that came to cause the inner and outer tire rod to rupture. And your coverage did not covered impact, that’s why the claim was denied. 
  It’s part of our standard practices to not forward report documents directly to the customer, and it has to be requested through the dealer where the warranty was sold.
  Although the parts damage were not covered by the policy we granted $95 for the inspection report fee.
  
  
  We at TruWarranty thank you for your feedback, please contact us if there are any further questions or issues we can help you with.

• Initial Complaint

  Date:01/18/2023

  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 bought my car from *** *** *****s (who is now out of business) in 2020 and they recommended the extended warranty for a high mileage vehicle and that when I do oil changes myself to keep all the receipts in which I did. I received one page of my warranty agreement and no policy/stipulations... fast forward to 2022 and my car breaks down on the side of the highway, I had to leave overnight due to safety reasons and when we went back the next morning my car had been broken into and vandalized. EVERYTHING was stolen out of my car including every bit of paperwork in my glove box including my maintenance receipts, in which I have a police report stating all this. So not only do I have to repair my vehicle, I have to fix all the damage. I reach out to truwarranty because I have been paying on a coverage for 3 years, my engine is locked up and I need a whole new motor ($10k + estimate) and they refuse to honor my warranty because they tell me it was my fault because of improper maintenance and I have no receipts to prove anything. They did not care what I had to say, they took nothing into consideration and now I have a hunk of junk that I still owe over $12k for and no money to fix it. I can't file a complaint with *** *** because they are closed . What the heck is the point in buying a warranty when they will not honor it. My money was put in someone's pocket and now I am without a vehicle. I have reached out several times to truwarranty to fix my car now I would like a refund for the warranty I paid for and they would not honor. I have attached the only page of the warranty agreement I received.

  Business Response

  Date: 02/02/2023

  We will be contacting the customer directly to discuss resolving this issue, but additional information is needed from the customer.  The customer will be phoned on 02-04-23. 

  Business Response

  Date: 02/04/2023

  We have reached out to the customer regarding the complaint and will be offering the resolution the customer requested in the original complaint.  Additional details are needed for the customer to finalize the resolution, which were requested on 02-03-23 via email.  Once we receive the details, we will be able to complete the customer's request.