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:12/08/2022

  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.

  12/6/2022 (Immediate Attention Required)To: True Auto Car Protection **************************************************************** To: Better Business Bureau Headquarters *********************************************************************** To: ********************************** South Tower, ************************************************************* Hello my name is **********************************. I am having to write this new letter because I am Very Unhappy with 'True Auto ************** I have had this service for about 7 years. My current policy # is 01MB007202. The policy # before this newer one was # MBW171007501. And we had one more policy number before those other policy numbers with True Auto. Now that I need True Auto's help they are giving me the run around. '''IF TRUE AUTO DOES NOT WANT TO HELP ME WITH MY VEHICLE AFTER ALL THESE YEARS OF PAYING FOR THE SERVICE WE WOULD LIKE A COMPLETE REFUND FROM PAYING ALL THESE YEARS.''' My Car is Still At ************************* **********************************************************. *************.Sincerely Thank You For Your Help.********************************** **************************************************************************************** **************** *************

  

  Business Response

  Date: 12/13/2022

  **************, I do show that you have been a customer with us since 3/13/2020. The only thing holding up processing the claim is ** receiving the service records that we have requested on multiple occasions from you. We spoke with you on 11/10/22, on 4 different occasions, on 11/11/22 regarding the need for the service records and then again on 12/7/22 when you asked to cancel. Since you cancelled your policy, we will be sending you a Letter of Cancellation, please fill it out and we will process the refund for you. I apologize for that we could not have worked this out in another way. 

  Customer Answer

  Date: 12/16/2022

  Complaint: 18539655
  
  I am rejecting this response because:
  
  Regards,
  
  **********************************

  Customer Answer

  Date: 12/19/2022

  I got a message saying that I have had service with TureAuto since 2020. That is not True. We have had service for three times already. So it's been way longer then year 2020...... If this TrueAuto does not want to help us We want a complete refund from all the Year's that We have been paying. As I have said many many many times We do not keep my service records. We Have Been Paying For ****************** Services but since you all are giving us the run around if TrueAuto does not help with our car WE NEED A COMPLETE REFUND FROM ALL THESE YEARS OF TRUEAUTO TAKING OUR MONEY ALL THESE YEARS OF PAYING.

  

  Business Response

  Date: 12/19/2022

  It seems there is some mis-understanding on how warranties work. They are similar to insurance, in the way that time and mileage is accounted into "usage" of the contract.  Your previous contract was expired, meaning either your mileage or time elapsed on the policy. In your case, you had reached the mileage for the contract. If you read through the terms and conditions of your contract, it will cover all of this as well.  So, for that contract, there is no refund to give as you went over the mileage expiration.  The second contract,you were not giving the run around, you were asked for maintenance records,which is also covered in your terms and conditions, and they were never received, so YOU decided to cancel the contract because you thought you were getting the run around, when we were just waiting for maintenance records from you in order to continue your claim.  Your claim *** have been covered, but you did not give us a chance to even go over the claim, because maintenance records are the first step of the process. Technically the refund due was only around $250, which is calculated by the amount paid into the contract and time used on the contract.  However, because you were with us prior, I approved them to give you a full refund, except for the finance fee due, as this is due directly to the finance company, so we don't have that to give back.
  
  I am sorry that your feel that you are getting the run around, but that is not the case at all.  We are going by the terms and conditions of your contract but we even approved a larger dollar amount due to you being a previous customer and will process it as soon as we receive the Letter of Cancellation that was sent out to you on 12/13/22.

  Customer Answer

  Date: 12/20/2022

  Complaint: 18539655
  
  I am rejecting this response because: I AM THE ONE THAT IS WILLING TO CANCEL WITH TRUEAUTO IF THEY ARE NOT WILLING TO attend to my vehicle. If I cancel service with TrueAuto We Will Go After A Full Complete Refund Of All The Years Of Paying Into that TrueAuto ************** And Once Again Like I Said ****************** We Have Been Paying Out Of Our Banking Account. So for them to say they need to pay the financial institution that sounds like bull. Before this TrueAuto was trying to say that my policy is expected. I said that is not true and I asked do they even know how many miles the vehicle has at this time? My car is still in the shop. TrueAuto is lagging taking to long of time to attend to my vehicle. Yes that is also called I'm getting the run around.
  Regards,
  
  **********************************

• Initial Complaint

  Date:10/19/2022

  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.

  So I had purchase the mechanical breakdown under the impression that it could be used if I had specific issues with my vehicle and would have it taken care of by True Auto and just pay a deductible and I experienced 2 incidents where they claimed they would not take care of the repairs which was odd because that is what I purchased the program for. I was lucky that I found out that my vehicle insurance had mechanical breakdown included which I was able to use them. But my complaint is the charged me over $3000 total and gave me no assistance and the program expired and I have been receiving notices to sign up again and that makes no sense when I would never do that again since they provided me without any service especially when I believe I was eligible. I want then to stop sending me notices I know now they will not help me.

  

  Business Response

  Date: 10/20/2022

  Ms. *****,

  I apologize for your frustration.  I was looking in your account and I do not see any history where you called in asking for breakdown coverage or to submit a claim. Can you tell me if you did in fact call us or maybe the mechanic that you chose to work on your vehicle told you this?  We have experienced this in the past where the mechanics don't want to use coverage because they are then limited to overcharging the customer and they prefer to make more money.  I am not saying this is your experience, I am simply saying I do not have any notes on your account that show you called in for a claim or coverage questions, so I am not sure who you spoke to.  Or if you did call us, do you recall who you spoke to and the date and time you called, then I can look up the information in our phone system and address?  Either way, your request is to be removed from the mailing list, so I have completed that request as of today 10/20/22 and the last mailing campaign you were listed on was our 10/11/22 campaign, so you should not receive anymore, unless you have not received this last one yet.  I have attached a screenshot of your contract history and you will see all the notes on your file and that I have changed your disposition to Take Me Off List.

  Customer Answer

  Date: 10/21/2022

  Complaint: 18246730
  
  I am rejecting this response because:
  

  Hello,
  
  I am replying to the last message you sent to me from True Auto LLC. I have emails that show the mechanic was never able to reach True Auto LLC nor did they return his phone call when I was trying to use my mechanical breakdown service I was paying for. And what I dont get is how after I made my last payment I decided never to use True Auto LLC because they seemed to come off as a scam company because on two occasions I attempted to try and use the service for mechanical breakdown which is what I was paying for and I was denied both times. 
  
  Then on top of they they have been harassing me by mail and by phone and if I wanted to renew I would have done so. Just taking off the list now that I have made a complaint to the BBB is not acceptable. And I feel more should be done. I never even gave you my new address so how is it that I am receiving the card to renew every week at my current address?

  Regards,
  
  ******* Itete

  SEE ATTACHMENT FOR RESPONSE DOCUMENT

  

  Business Response

  Date: 10/21/2022

  Can you send me the emails that you have? Also if you can send me the phone number they would have called in on, I can look it up in our phone system?  I have no way to actually address this issue if I don't have this information.  There are no notes on your account from anyone in this company other than back in 2018 when you purchased the policy.  The history doesn't even show that it has been opened since that date, until I opened it yesterday.  I am not saying you are lying, I simply want to fix the problem and if the mechanic tried to reach our claims department and they were unresponsive and you have proof of that, as you stated in your response, then I can address it.  So please send me the emails and the phone number they would have called us on and I will pull all the information together to accurately address the issue. 

   

  Part of your issue was that you wanted to be removed from the mailing list and I have done that and provided you with a screenshot showing this on your account. If you moved and we no longer have your current address, this means you were actually on one of the potential customer marketing lists we receive, that would be the only way we have your new address.  We purchase marketing lists from companies that purchase customer information from companies people do business with.  You would be surprised at how many companies sell customer information as an additional form of revenue. I have learned a lot about this since I started working here and now when I go anywhere, I make sure an request that they do not sell my information. 

• Initial Complaint

  Date:09/28/2022

  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.

  Sends intentionally deceptive mailers."MOTOR VEHICLE NOTIFICATION"Has an outline of the ******************* with a star over ********** to trick you into thinking it has something to do with the *** or other **************** agency despite being based out of *****."Your [Year, Make Model] is in need of vehicle protection in order to insure its continued safe operation."Sounds like a threat.

  

  Business Response

  Date: 09/28/2022

  Hello ****, if you would please provide me the name and ID number on the mailer you received, or email it to **************************** I will be happy to remove you from our system.

  Customer Answer

  Date: 09/28/2022

  Complaint: 18140614
  
  I am rejecting this response because:
  
  Business does not address any of the deceptive aspects of the mailer.
  
  Also including the front of the mailer which didn't get attached in the original complaint.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/28/2022

  Hello, the attachment is the original side you sent. I attached a screen snip. It must not have uploaded correctly. 

  Customer Answer

  Date: 09/28/2022

  Complaint: 18140614
  
  I am rejecting this response because:
  
  I tried to attach both the front and back in the original complaint but only the back side of the mailer was saved. In my first response, I tried to again include the front but somehow ended up resubmitting the back side.
  
  Trying again with a renamed file to upload the back of the mailer with the misleading **************** map and wording.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/06/2022

  The new image uploaded correctly, however, you marked out the record ID and customer information, that is what I need to be able to remove you from our mailing list so you won't receive further communications from our office. The information you have entered into you BBB complaint does not pull up any results. Please provide this information so I can complete your request. If you feel more comfortable, you can email that information to ********************************.

  Customer Answer

  Date: 10/06/2022

  Complaint: 18140614
  
  I am rejecting this response because:

  Business once again does not address any of the points in my original complaint.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/27/2022

  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.

  I have been receiving numerous notices of a warranty needed if to be renewed on a vehicle I do not nor have ever owned. 2015 ****** Corolla. Ive called numerous times to ask to be removed from your mailing list yet still receive mail concerning that vehicle. Id appreciate it to stop being mailed to my home and for your company to make sure to have correct information on what individuals actually own or have owner prior to mailing out what looks like a scam . So I agree with other comments extremely annoying and very unprofessional on part of this sham of a company DO NOT MAIL ME ANYMORE WARRANTY NOTICES I DO NOT OWN A 2015 ****** Corolla and HAVE NEVER OWNEd one

  

  Business Response

  Date: 09/28/2022

  Hello ******************, Thank you attaching the mailer you received. I was able to look up the account that way. I do not see where you have called into have your name removed from our system, however, I will be doing that today. Please allow a few cycles for it to update completely. As far as our company being a "sham", we are not, we have paid out more than $2 million in claims. 

• Initial Complaint

  Date:07/26/2022

  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.

  Last month I signed up for an extended warrant/maintenance coverage from True Auto. It went into affect to be used as of 6 July this month. I took the ***** 6 on the plan to my garage for AC check on 23 July. When the True Auto claims office called Monday (25 July) somehow in the conversation the date of 23 July was somehow conveyed or misunderstood to be 23 June which is incorrect and it was only through conversation not by the claims agent looking at an invoice himself. Several phone calls occurred to try to clear up the misunderstanding. When the manager of the garage where I take the vehicle called and tried to convey that a wrong date was somehow arrived at the claims agent would not listen. The manager of the garage said "basically the claims agent hung up on him". When I tried to convey the same thought the claims manager would not listen. When I tried to go to customer service I was given the same person I tried to talk to earlier.

  

  Business Response

  Date: 07/26/2022

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

   

  My name is ******************************* and I am the Operations Manager here at True Auto.  I was already familiar with your situation, as I sit very closely to the claims adjuster that you and the service center spoke with. I asked him about the situation because he took multiple calls back to back on the situation.  When the claims agent pulled up the customer's details, he saw that the service center called in to file claim on 6/23, at which time they were told that his coverage does not go into effect until 7/6. The claims agent asked for the mileage from 6/23 to confirm if this was a new issue or pre-existing issue, since the original claim was called in on 6/23, before his coverage started. Once she had the hard copy in hand, she gave him the mileage and then he asked why did ************ wait until 7/25 to call in the claim and she stated that the parts were ordered and they had just arrived. Since the policy did not go in affect until 7/6 and he reported an air conditioner issue on 6/23, this would be considered an pre-existing condition and would not be covered.  To try and cover a claim that is pre-existing is insurance fraud. When you called back and spoke to the claims agent, and stated it was a mis-understanding they had the dates wrong, he said that was fine, he would just need the hard copy from the appointment on 7/23 to show that it was in fact a mis-statement from the person he spoke with. 

  When the shop called back to speak to the agent, they begin with this is "our" error and "we" were wrong and that "we" needed to fix it. The claims agent said, I am not going to argue over the facts of what happened. Your shop called us on 6/23 regarding an air conditioner claim but now you are saying that is was actually on 7/23. The person from the shop continued to want to argue with the agent, so he stated, and I was a witness, "I am not going to continue to argue about this situation, Have a great day," and then the call was disconnected.  So the statement that he was hung up on is partially true, he was told he was not going to argue with him.  The claims agent also told you that he would just need the hard copy from the 6/23 appointment and everything could be fixed, but no one has provided him with that information.

  So as it stands today, we have a call from 6/23 from the shop asking how to file a claim on your vehicle for an air conditioner issue.  They were told it would not be covered because coverage does not go into effect until 7/6.  The same issue was called in on 7/23 and responded to on 7/25.  As it stands, without the hard copy from the visit on 6/23, this would be considered pre-existing if that issue was not resolved at that point in time. 

  We are happy to assist you further with the claim, please have the shop email the copy from the 6/23 visit so we can confirm the issue you are having now is not the same as the 6/23 issue and we can move forward with the claim.

  Customer Answer

  Date: 07/27/2022

  Complaint: 17622869
  
  I am rejecting this response because:
  
  Regards,
  
  *******************