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:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I request a refund back from this company and I was told that I would only be getting back 3 ****** for both of the warranty the first one cost ******* and the second one cost ******** I should be getting back ******** that is the total of both I was told I would be getting back 100 percent of the purchase price for both warranty this is not fair for me to lose over 2 ******

  Business Response

  Date: 07/07/2023

  The dealership is responsible to distribute the full amount of the cancellation to the customer and lender.
  ********************** is partially responsible for the refund and that amount has been sent to the dealership in question on the day of the cancellation. We have contacted the dealership about this issue, and they assured us that the full refund for both policies was sent to the client on 06/27/23, and until 07/05/23 the check hadn't been cashed.

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased gap insurance through truwarranty, I had a accident and submitted all the documentation required and they keep changing the documents to not pay my claim I have been emailing, calling, to get the required documents they add more to the list

  Business Response

  Date: 06/21/2023

  We have administered this claim according to our standard business practices and have requested all necessary documents per the terms and conditions of the GAP contract. As this claim stands in its current state, we have received all of the necessary documents, and this claim is in final review. The claim is set to be paid next week when all of our claims are paid.

• Initial Complaint

  Date:06/18/2023

  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.

  May 10th 2023, I filled out the required documents provided by TruWarranty to process a cancellation request including a notarized odometer statement and uploaded it. After no word from the company for over a month I also submitted a contact request on their website; not surprisingly, no reply has ever been made to that either. I would like contact from TruWarranty and for them to process my cancellation request.

  Business Response

  Date: 06/19/2023

  On our process when we receive a cancellation request we forward the request along with all documents to the dealership and they are the one responsible to cancelling the contract and maintaining the client on the loop. We have forwarded *****'s documents to ******* ***** on May 11th. The dealership usually asks for 4-6 weeks to process the cancellation. The policy in question was cancelled on June 12th. We have no records of a contact request. 

   

• 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:02/01/2023

  Type:Order 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 took my 2015 *********** (only has ****** miles) to the service department at the dealership due to the check engine light being on and the idling running really rough. The shop found the problem which was a cracked pvc in the valve. The dealership was able to get the part (same day) and sent the paperwork into Tru-Warranty. ************ decides that they personally have to come out to inspect the car and that would be 3 days later. I was not offered a loaner or a rental. I'm losing three days of pay (possibly more) on top having to pay out of pocket for my own way back and forth to the dealership (which is about 45 minutes away from my house). I am looking for Tru-Warrant to reimburse me for out-of-pocket expenses due to their decision to hold my car without providing one for me. I am losing more out of pocket than if I was to pay for it myself.

  Business Response

  Date: 02/03/2023

  Discussing with customer next course of action with selling dealer. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18968500
  
  I am rejecting this response because: I did nothing wrong. I received a phone call yesterday from a claims adjuster supervisor and he approved it. However, now another person sent me an email (pasted below) canceling the warranty, giving me a refund minus the cost of the approved repairs. I have a voicemail message stating the claim was approved and now they are going back on their word. If you look at the complaints within the last two years, I'm not the first person to say this. This is a pattern with this company. I was going to let it go, but now it is a matter of principle. 

  At the time of sale, the dealership should have sold a commercial contract for you. Since labor hours total were less than 4 hours, it was below the threshold for rental reimbursement per the contract details. 

  
  Our claims team contacted management for the selling dealer and the dealer agreed to cancel and refund the contract less the claim approved amount, per terms and conditions of service contract.  Our Service Advisor is finalizing the claim payment and once that is complete, we will be canceling the contract.  The refund will be sent by the selling dealer. 

  
  The selling dealer management advised that you are welcome to purchase a service contract with commercial coverage if you choose to do so.  Their sales team can go over the differences in the contract terms with you.  I am waiting on a response from the selling dealer to get you contact information if you are interested in doing that.  Once I receive that information, I will pass it along to you. 

  
  I did respond to your BBB Complaint in their portal with a simple comment that we are reaching out to you directly to resolve this issue with the selling dealer.  In the meantime, please let me know if you have any questions or concerns. I will be in touch with you next week to follow up on the cancellation process.
  
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/16/2023

  The business Tru Warranty and I reached a fair agreement and came to an understand that we were both wrong in the matter. It takes a lot from a business and an individual to admit that they were partially wrong or misunderstood the situation which happened in this case.

• 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.