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:11/18/2024

  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 received a letter from this company True Auto today on November 15th, 2024. The letter had no Return Address on it to identify it . I opened it but there was no name to identify the company. It stated: your Auto Warranty may be expiring or already expired. I have no idea who this is. I just want the BBB to tell these people to REMOVE MY NAME & ADDRESS FROM THEIR MAILING LIST, THEIR COMPUTER SYSTEM AND NOT TO CONTACT ME IN ANY WAY EVER AGAIN. THANK YOU

  

  Business Response

  Date: 11/18/2024

  We have added the complainant's information to our internal do not contact list. Please allow 6 - 8 weeks for the mail cycle to update.

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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 received a letter from this company True Auto today on November 5th, 2024. Their envelope is Very Deceptive, it states : Warning: $2000 Fine, or 5 years Imprisonment or both for any person who interferes or obstructs with delivery of this letter or otherwise violates 18 United States Code 1702et seq. The letter had no Return Address on it to identify it . I opened it but there was no name to identify the company. It stated that your Auto Warranty may be expiring or already expired. I have no idea who this is at this point. So I call the number in the *********** answers : True Auto. I have NEVER CALLED THIS COMPANY NOR HAVE I EVER HEARD OF THEM, SO I'D LIKE TO KNOW WHO GAVE THEM MY *************** I have an ********************* so I don't need another company. I just want the BBB to tell these people to REMOVE MY NAME & ADDRESS FROM THEIR MAILING LIST, THEIR COMPUTER SYSTEM AND NOT TO CONTACT ME IN ANY WAY EVER AGAIN. THANK YOU

  

  Business Response

  Date: 11/06/2024

  Hello Ms. ********* The label on the exterior is for individuals who may be tempted to tamper with your mail, not the recipient themselves, I apologize for the misunderstanding. Our name in on the letter about half way down. Some one would have sold your information, possibly your current auto warranty company. I have added you to our internal Do Not Contact list, it can **** * - 8 weeks for the mail cycle to update, so please do not be alarmed if you receive one more mailer. I hope I have addressed your concerns, have a blessed day.

  Customer Answer

  Date: 11/07/2024

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:09/27/2024

  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 is my problem my dad is 82 year old i bought a truck from the dealership 2021 it has bumper to bumper warranty so it is covered I got a letter in the mail called true Auto protections based out of ***** and they say my extended warranty is expiring and I need to act on this **** or I will lose coverage I gave him access to my credit. They are changing me ****** for 2 years on my credit card my son told me that I didn't need this and that they were scamming me I tried to get a hold of them the guy I talked to was rude called me big ***** come on what are you going to do tell me not to threaten them I did not threaten them I told him that I was going to have my lawyer look into this

  

  Business Response

  Date: 10/01/2024

  Hello, I was able to find the sales call with the information you provided, however, since you created the complaint with your fathers information, I cannot locate the other call you are referring to. If you could provide the phone number you called from, I would appreciate that, we do not condone that kind of behavior from our agents. I would be happy to cancel your fathers policy and issue a refund back to the card we have on file. Please let me know if the card we have on file is still valid. Again, I apologize for your experience.

• Initial Complaint

  Date:09/27/2024

  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.

  WAS INSTRUCTED TO TAKE MY VEHICHLE IN FOR REPAIR OF MY CHOICE SO I TOOK IT WHERE I ALWAYS TAKE IT TO KIA *********** THEY WONT PAY FOR IT.

  

  Business Response

  Date: 10/01/2024

  Hello Ms. Dickinson, I do not have a claim on record for you. On 9/3 you inquired about the claims process, stated your vehicle was leaking oil and your dipstick was dry. You told him you were adding oil and taking it to the shop. Our agent advised you to have them call us, we never heard from them. We have been trying to reach you to collect the past due amount that you owed on your policy, $420.48. Unfortunately since we were unable to collect the past due amount, your policy cancelled for non-payment.

• Initial Complaint

  Date:09/23/2024

  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.

  They did not honor their agreement of warranty they were rude all they are good for is to take people's money I am very disappointed with this company I want my money back

  

  Business Response

  Date: 09/23/2024

  Ms. ******** I am sorry we disappointed you. On page 6 of your policy book, section IV - Policyholder's Responsibilities, you will find the outline of what is required of you for us to be able to effectively process your claim. Since you did not adhere to the guidelines in Maintenance Requirements and Service History section of your policy, by providing us with the maintenance record in its entirety, we could not proceed with your claim. You then stated you do not have maintenance records and wanted to cancel your policy. We honored your request, cancelled your policy and will process the refund that is due to you per the policy contract.

• Initial Complaint

  Date:09/20/2024

  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 received a Notice in the mail that my automobiles manufacture warranty may be expiring, or is already expired. They included my name and address but did not identify my vehicle. However, they did check off some Approved Warranty Coverages:. How can they identify what Im covered for without identifying my vehicle or verify the manufacture warranty expiration? The notice does not identify True Auto until very end of the paper. At the top of the notice it also states that Immediate response requested. From what *** gathered this notice is to entice the receiver to call and sign up for True Auto Insurance. This practice seems very predatory as it could easily confuse other receivers that their warranty is expired and will need to contact True Auto to remedy this. I would like no further contact from this businesses

  

  Business Response

  Date: 09/20/2024

  Hello ************* you requested I have added you to our internal Do Not Contact list, please allow 6 - 8 weeks for the mail cycle to update. As for the "Approved Warranty Coverage", the items listed are offered for coverage on every policy we have available, and are components of the standard automobile, therefore we do not need to know exactly what make and model vehicle you drive. We do like to hear from recipients of our mailers, if they aren't interested in coverage, we can update our system and not send them any more advertisements. Hopefully, I have helped you understand our process a bit more. Have a great day!

• Initial Complaint

  Date:05/16/2024

  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.

  Deceptive business practices sending out mailers without the company name implying you have a warranty with True Auto. When I called to ask about the business practices I was told I am and idiot.

  

  Business Response

  Date: 05/21/2024

  Our mailers language have been approved by compliance lawyers in the states.

  The first sentence states, "...that your Auto Warranty may be expiring or may have already expired." - this is not a deceptive statement, as in most cases is true.  ******** we receive is for customers who MFR or Extended Warranty has expired is coming close to expiration.

  This language does not state anything about you having a warranty previously with us.

  Now in regards to someone calling you an "Idiot" on the phone, that is something I would like to handle. I will be looking up your information in our system and listening to the call so that it can be addressed with the agent you spoke with.  For that I am sincerely sorry, as that should NEVER happen.

  Customer Answer

  Date: 05/21/2024

  Complaint: 21718263
  
  I am rejecting this response because:
  
  The argument that this was reviewed by compliance lawyers in the states is neither saying that isnt misleading nor wrong as it is both.
  Regards,
  
  *********************************

• Initial Complaint

  Date:12/14/2023

  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 went to ******************#**;s dealership to have work done and they did not accept True Auto insurance. I paid $2,400 for these services but never used them because they were not accepted. They offered to give $600 back. That does not work for me.

  Customer Answer

  Date: 12/16/2023

  True Auto took my money and I would like it back ************************* said they dont Except     that insurance. I The man I talk to said take it to a smaller car company which I told him I only go to ************************* I never use the insurance before so they want to keep my money because I did a Cancellation they want to keep $1800.00 and give me back $600.00 thats not right I feel Like I been rob $2400.00 pay in full 

  

  Business Response

  Date: 12/18/2023

  ******************, I apologize that you had a difficult time finding a servicer, I wish you had reached out to us sooner. When you spoke with our agent on 11.14.23, we gave you two **** dealerships in your area that we have worked with before. You stated that you did not want the information.  He proceeded to ask what you were having done to see if we could still be of assistance. According to the call, you stated alignment, oil change, and tire rotation. We do not cover maintenance, as your agreement states. However, since you had been a policy holder for a long time, our agent offered for you to send us the invoice for review to see if management could make an exception. You told him no, and to proceed with cancellation, you confirmed the refund with the agent on 12.6.23. A check was issued to you on 12.11.23 for $681.51 per confirmation call and the terms and conditions. I cannot give you a full refund, however, once the initial check clears, I can process it as a "flat cancel" and provide you with an additional $1000. Please let me know how you would like to proceed.

  Customer Answer

  Date: 01/02/2024

  Complaint: 21000967
  
  I decided to expect the Offer of the refund of the sum of $681.00 so after I deposit the check and it clear . I will receive another check in the amount of $1000.00 for the rest of the Cancellation

   Regards,
  
  *****************************

  

  Business Response

  Date: 01/04/2024

  ******************, We have been trying to reach you by phone to confirm you have received the initial check since it has not cleared our bank and I issued it on 12.11.23. If you have not received it, I believe it is lost and I can VOID it and reissue another check for the full amount. However, I would like to confirm the status of the first check before proceeding.

  Customer Answer

  Date: 01/12/2024

  Complaint: 21000967
  
  I am rejecting this response because: I will except the $ ******* refund. The check for $685 was Stolen out of my car so can you please send me a check for $1685.00. I been calling to let you know that .No one has reached out to me about nothing I would like my refund please
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/12/2024

  ******************, we have spoken to you on several occasions. I had previously asked you to confirm receipt of the initial check so I could send out the remaining balance. After multiple attempts to call you, one of our agents spoke with you on 1/4/2024, you confirmed receipt on the first check and stated it was in your truck and it was in the shop. I issued you the $1000 check on 1/9/2024. Today, 1/12/24, you called in and stated that your truck was broken into and the first check was stolen. I paid the stop payment fee of $20 and will reissue the check for $681.51 AFTER you deposit the $1000 one issued on 1.9.2024.

  Customer Answer

  Date: 01/18/2024

  Complaint: 21000967
  
  I am rejecting this response because: I received the check for $1000.00 on Saturday 1-13-24 and deposit on 1-16-24 so now can you please send me the $685 check and the matter will be resolved. Thank you very much.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/18/2024

  ******************, thank you for depositing the check for $1000. The check for the replacement of the one that was stolen for $681.51 was mailed out on 1.15.24.

  Customer Answer

  Date: 01/22/2024

  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. I received the check on Saturday **** ***** thank you very much .
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/07/2023

  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.

  On 12/7/2023 I called True Auto to cancel policy *********. I have paid $585.32 so far by credit card, but just recently discovered that I had been duped into opening this policy - - I thought I was merely extending a different policy that I was already paying for. A few days earlier I had contacted Paylink to block any further charges to my credit card. When I spoke to someone at True Auto on 12/7, I was told that the policy was already cancelled, and because I had not been home to answer the phone when they called me, I was not going to get any kind of a refund. I do not understand what difference that makes, since I did call them back. They kept saying I could not get a refund because of lack of communication. This does not make any sense. Do not use this company, they just take your money for no services.

  

  Business Response

  Date: 12/08/2023

  Hello ************************, your auto policy was renewed on 9/15/2022, with an original effective date of 7/28/2014 for your Equinox. We did not dupe you into opening this policy. However, I do apologize for the confusion with the refund. The cancellation request came over from PayLink. Since it is policy for us to speak with the customer, we tried to reach you to verify pertinent information, when the agents were unable to reach you after 4 days, the policy auto cancels and goes into a no refund status that a manager would have to override. If you would please give us a call, we can discuss getting you a refund. Keep in mind, we need to speak with you, or your POA.

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the prorated refund check received after *******'s intervention in this matter.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  This is in regard to BBB complaint ********, and letter code 6E6BA, which I just closed out on your system in error. I had originally asked for a refund of $585.32, since ******* had told me over the phone that I had made 4 payments of $146.33 to True Auto, but then after that I received a statement in the mail from PayLink showing that I had actually made 14 payments, equaling $2,048.62. In the meantime I have received a check in the amount of $585.32 from True Auto (which I am not going to cash just yet), but I was waiting for *************************** to review the PayLink records that I emailed to her on 12/14/23, and let me know if she could adjust the refund being requested. I received one phone message from ****************** that she needed additional information, but have not had any communication with her since 12/19/23, other than sending her an email on 12/20/23 to find out what other information she needs. Please let me know if it is too late to re-open this matter regarding the actual amount paid to True Auto. Thank you, *****************************
  

  

  Business Response

  Date: 12/26/2023

  Hello, I believe this was rejected in error as you agreed to the refund and it was sent out. Please correct or let us know if we can be of further assistance.

  Customer Answer

  Date: 01/04/2024

  Complaint: 20974390
  
  I am rejecting this response because: I am awaiting a review by the BBB of the PayLink records submitted regarding the full amount of payments made to True Auto, and the adjusted rebate requested.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 01/09/2024

  Complaint: 20974390
  
  I am rejecting this response because:  At the time of entering the complaint against True Auto I based the dollar amount sought ($585.32) on my understanding, from a phone call with PayLink, that I had made a total of four payments.  However, according to the attached document from PayLink, I actually made a total of fourteen payments totaling $2,048.62.  Would it be possible to amend the complaint and refund requested to this full amount of $2,048.62?
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/12/2024

  Hello ************************, the total prorated refund amount available is $1,204.03. As ******* had the policy from 9/15/2022 until cancelled on 12/6/2023. I can make an additional refund of $618.71, which would total $1,204.03. Please let me know how you would like to proceed.

  Customer Answer

  Date: 01/12/2024

  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.  I will accept the additional refund of $618.71, and will also now deposit the first check received in the amount of $585.32 (for the full prorated refund amount of $1,204.03).  Thank you.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  Receiving mail with info that does NOT exist. I need all MY INFORMATION removed from their system. Dont know this company and NEVER requested any service or anything from them. If Im not removed I will take further legal action.

  

  Business Response

  Date: 11/27/2023

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

  I have added you to our internal do not contact list. Please allow 6 - 8 weeks for the mail cycle to update.