Here is the full text so far from the BBB complaint I filed. YOU be the judge.
BBB CASE#: 708723
*** Your response has been recorded, and will be reviewed by BBB. No further action is required of you at this time. Click here to print a copy of your response.
If you have information you would like to provide regarding this complaint or need to upload a document, click here. ***
Attached documents, if there are any, can be found in the "Complaint Status" area under the various links. Or they can be found below in the section called "All attachments for this complaint."
Complaint filed by: XXXXXXXXX (More) Complaint filed against: TrueCar.com (More) Complaint status: Activity Date Activity Description 07/02/2019 BBB Reviews Consumer Rebuttal to Business Response (The consumer indicated he/she DID NOT accept the response from the business.)
Auto Web Expo is an accredited member of the dealer network that pays for all of TrueCar's operations. The dealer and TrueCar share responsibility for truth-in-advertising.
What both have displayed is false advertising, plain and simple.
That TrueCar's response does not contain a single word of contrition or responsibility (and therefore, no offer of compromise); shows exactly that my allegations are valid.
I did not have any expectations that the BBB would actually assist: as its model is the same as TrueCar's: the entire business is paid for my it's members who pay substantial amounts to BBB for the benefit of the "A+" and Accredited ratings.
It's enough money that my next steps include complaints to the California and Texas consumer affairs units. There are enough complaints across the US that eventually one or both will take enforcement action.
07/02/2019 Forward Business response to Consumer 07/02/2019 Receive Business Response Thank you Mr. XXXXXXXXX . The best time to rectify any pricing issues would have been before your purchase. When you bought the vehicle as part of an as-is purchase and agreed to all pricing via your signed contract, you also agreed to all aspects of your transaction.
We thank you for using TrueCar and as you have before, please reach out to us directly for any additional information. 06/28/2019 Notify Business of Dispute 06/28/2019 Send Acknowledgement to Consumer 06/28/2019 Case Reviewed by BBB 06/27/2019 Case Received by BBB (Less) Case Description: Fails to enforce Certificate features including price.
Here is the text of my email to TrueCar which explains the issues:
Greetings -
I'd like to understand what the attached certificate really means, because I purchased
the car today and I was not impressed with the dealer's answers or the actual condition.
1. The dealer put on a $1500 "reconditioning" fee. How does that reflect the "Upfront Price"
when the dealer told me they charge this fee (or more) on every car? Because the tires only
have 2/32nds (before warning bar), I asked the dealer to take $400 off. So the price before tax was $40,799 - not $40,135. That's 1.5% more.
2. The car was not washed. While I was watching, they sent a guy with some rags and Armor-all to wipe off the car inside and out - leaving oily fingerprints everywhere. Tire pressure were not checked.
Fluids were not topped off.
3. Does "scheduled maintenance" mean the maintenance due up to the time of purchase
or some period after? The reason I ask is because the engine oil light came on, which resulted
in almost an hour at their other facility for someone to learn how to reset the oil level
setting.
Per the attached page 10, no service was performed (at least, none recorded)
since the vehicle was received by Auto Web since 10 JAN 2019.
For further example, the following BMW service interval maintenance was not done:
Air filter (Replace)(Every)36,000 miles
Brake fluid (Flush/replace)(Every)30,000 miles
So, while this car sold at a big discount compared to the average market value - because it has a
permanently clouded title (due to the Lemon Law buyback); TrueCar, the dealer and I had an
agreement, So far, this collection is mostly minor annoyances. The tires are the biggest part -
since I will have to replace them at the end of the Summer for about $1600. Dealers should not
be stating that the recondition fee includes replacement tires when the tread life is below 50% - when that
obviously is not what happened. (The original tread depth is 10/32nds. 6/32nds are gone. Only 40%
remains.)
I spoke with Crystal at TrueCar the next day, and then with her Escalation Representative, Lisa who informed me that since I did not contact TrueCar prior to the actual purchase (!), there was nothing TrueCar could or would do.
Extra Detailed Info Date of last interaction with business: 06/18/2019 BBB Designated Category: Service Issues Case opened date: 06/28/2019 Case closed date: Desired Resolution: I am seeking the difference between the actual price paid (base car) and the TrueCar Upfront Price as stated on... (More)
Optional: You may download a copy of this complaint so you can print it for your records
Once you have submitted your response, you can download a copy of this complaint including your response by clicking the link above.
Here is the full text so far from the BBB complaint I filed. YOU be the judge.
BBB CASE#: 708723
*** Your response has been recorded, and will be reviewed by BBB. No further action is required of you at this time. Click here to print a copy of your response.
If you have information you would like to provide regarding this complaint or need to upload a document, click here. ***
Attached documents, if there are any, can be found in the "Complaint Status" area under the various links. Or they can be found below in the section called "All attachments for this complaint."
Complaint filed by: XXXXXXXXX (More) Complaint filed against: TrueCar.com (More) Complaint status: Activity Date Activity Description 07/02/2019 BBB Reviews Consumer Rebuttal to Business Response (The consumer indicated he/she DID NOT accept the response from the business.)
Auto Web Expo is an accredited member of the dealer network that pays for all of TrueCar's operations. The dealer and TrueCar share responsibility for truth-in-advertising.
What both have displayed is false advertising, plain and simple.
That TrueCar's response does not contain a single word of contrition or responsibility (and therefore, no offer of compromise); shows exactly that my allegations are valid.
I did not have any expectations that the BBB would actually assist: as its model is the same as TrueCar's: the entire business is paid for my it's members who pay substantial amounts to BBB for the benefit of the "A+" and Accredited ratings.
It's enough money that my next steps include complaints to the California and Texas consumer affairs units. There are enough complaints across the US that eventually one or both will take enforcement action.
07/02/2019 Forward Business response to Consumer 07/02/2019 Receive Business Response Thank you Mr. XXXXXXXXX . The best time to rectify any pricing issues would have been before your purchase. When you bought the vehicle as part of an as-is purchase and agreed to all pricing via your signed contract, you also agreed to all aspects of your transaction.
We thank you for using TrueCar and as you have before, please reach out to us directly for any additional information. 06/28/2019 Notify Business of Dispute 06/28/2019 Send Acknowledgement to Consumer 06/28/2019 Case Reviewed by BBB 06/27/2019 Case Received by BBB (Less) Case Description: Fails to enforce Certificate features including price.
Here is the text of my email to TrueCar which explains the issues:
Greetings -
I'd like to understand what the attached certificate really means, because I purchased
the car today and I was not impressed with the dealer's answers or the actual condition.
1. The dealer put on a $1500 "reconditioning" fee. How does that reflect the "Upfront Price"
when the dealer told me they charge this fee (or more) on every car? Because the tires only
have 2/32nds (before warning bar), I asked the dealer to take $400 off. So the price before tax was $40,799 - not $40,135. That's 1.5% more.
2. The car was not washed. While I was watching, they sent a guy with some rags and Armor-all to wipe off the car inside and out - leaving oily fingerprints everywhere. Tire pressure were not checked.
Fluids were not topped off.
3. Does "scheduled maintenance" mean the maintenance due up to the time of purchase
or some period after? The reason I ask is because the engine oil light came on, which resulted
in almost an hour at their other facility for someone to learn how to reset the oil level
setting.
Per the attached page 10, no service was performed (at least, none recorded)
since the vehicle was received by Auto Web since 10 JAN 2019.
For further example, the following BMW service interval maintenance was not done:
Air filter (Replace)(Every)36,000 miles
Brake fluid (Flush/replace)(Every)30,000 miles
So, while this car sold at a big discount compared to the average market value - because it has a
permanently clouded title (due to the Lemon Law buyback); TrueCar, the dealer and I had an
agreement, So far, this collection is mostly minor annoyances. The tires are the biggest part -
since I will have to replace them at the end of the Summer for about $1600. Dealers should not
be stating that the recondition fee includes replacement tires when the tread life is below 50% - when that
obviously is not what happened. (The original tread depth is 10/32nds. 6/32nds are gone. Only 40%
remains.)
I spoke with Crystal at TrueCar the next day, and then with her Escalation Representative, Lisa who informed me that since I did not contact TrueCar prior to the actual purchase (!), there was nothing TrueCar could or would do.
Extra Detailed Info Date of last interaction with business: 06/18/2019 BBB Designated Category: Service Issues Case opened date: 06/28/2019 Case closed date: Desired Resolution: I am seeking the difference between the actual price paid (base car) and the TrueCar Upfront Price as stated on... (More)
Optional: You may download a copy of this complaint so you can print it for your records
Once you have submitted your response, you can download a copy of this complaint including your response by clicking the link above.
TrueCar, Inc. Reviews
Here is the full text so far from the BBB complaint I filed. YOU be the judge.
BBB CASE#: 708723
*** Your response has been recorded, and will be reviewed by BBB. No further action is required of you at this time. Click here to print a copy of your response.
If you have information you would like to provide regarding this complaint or need to upload a document, click here. ***
Attached documents, if there are any, can be found in the "Complaint Status" area under the various links. Or they can be found below in the section called "All attachments for this complaint."
Complaint filed by: XXXXXXXXX (More) Complaint filed against: TrueCar.com (More) Complaint status: Activity Date Activity Description 07/02/2019 BBB Reviews Consumer Rebuttal to Business Response (The consumer indicated he/she DID NOT accept the response from the business.)
Auto Web Expo is an accredited member of the dealer network that pays for all of TrueCar's operations. The dealer and TrueCar share responsibility for truth-in-advertising.
What both have displayed is false advertising, plain and simple.
That TrueCar's response does not contain a single word of contrition or responsibility (and therefore, no offer of compromise); shows exactly that my allegations are valid.
I did not have any expectations that the BBB would actually assist: as its model is the same as TrueCar's: the entire business is paid for my it's members who pay substantial amounts to BBB for the benefit of the "A+" and Accredited ratings.
It's enough money that my next steps include complaints to the California and Texas consumer affairs units. There are enough complaints across the US that eventually one or both will take enforcement action.
07/02/2019 Forward Business response to Consumer 07/02/2019 Receive Business Response Thank you Mr. XXXXXXXXX . The best time to rectify any pricing issues would have been before your purchase. When you bought the vehicle as part of an as-is purchase and agreed to all pricing via your signed contract, you also agreed to all aspects of your transaction.
We thank you for using TrueCar and as you have before, please reach out to us directly for any additional information. 06/28/2019 Notify Business of Dispute 06/28/2019 Send Acknowledgement to Consumer 06/28/2019 Case Reviewed by BBB 06/27/2019 Case Received by BBB (Less) Case Description: Fails to enforce Certificate features including price.
Here is the text of my email to TrueCar which explains the issues:
Greetings -
I'd like to understand what the attached certificate really means, because I purchased
the car today and I was not impressed with the dealer's answers or the actual condition.
1. The dealer put on a $1500 "reconditioning" fee. How does that reflect the "Upfront Price"
when the dealer told me they charge this fee (or more) on every car? Because the tires only
have 2/32nds (before warning bar), I asked the dealer to take $400 off. So the price before tax was $40,799 - not $40,135. That's 1.5% more.
2. The car was not washed. While I was watching, they sent a guy with some rags and Armor-all to wipe off the car inside and out - leaving oily fingerprints everywhere. Tire pressure were not checked.
Fluids were not topped off.
3. Does "scheduled maintenance" mean the maintenance due up to the time of purchase
or some period after? The reason I ask is because the engine oil light came on, which resulted
in almost an hour at their other facility for someone to learn how to reset the oil level
setting.
Per the attached page 10, no service was performed (at least, none recorded)
since the vehicle was received by Auto Web since 10 JAN 2019.
For further example, the following BMW service interval maintenance was not done:
Air filter (Replace)(Every)36,000 miles
Brake fluid (Flush/replace)(Every)30,000 miles
So, while this car sold at a big discount compared to the average market value - because it has a
permanently clouded title (due to the Lemon Law buyback); TrueCar, the dealer and I had an
agreement, So far, this collection is mostly minor annoyances. The tires are the biggest part -
since I will have to replace them at the end of the Summer for about $1600. Dealers should not
be stating that the recondition fee includes replacement tires when the tread life is below 50% - when that
obviously is not what happened. (The original tread depth is 10/32nds. 6/32nds are gone. Only 40%
remains.)
I spoke with Crystal at TrueCar the next day, and then with her Escalation Representative, Lisa who informed me that since I did not contact TrueCar prior to the actual purchase (!), there was nothing TrueCar could or would do.
Extra Detailed Info Date of last interaction with business: 06/18/2019 BBB Designated Category: Service Issues Case opened date: 06/28/2019 Case closed date: Desired Resolution: I am seeking the difference between the actual price paid (base car) and the TrueCar Upfront Price as stated on... (More)
Optional: You may download a copy of this complaint so you can print it for your records
Once you have submitted your response, you can download a copy of this complaint including your response by clicking the link above.
Here is the full text so far from the BBB complaint I filed. YOU be the judge.
BBB CASE#: 708723
*** Your response has been recorded, and will be reviewed by BBB. No further action is required of you at this time. Click here to print a copy of your response.
If you have information you would like to provide regarding this complaint or need to upload a document, click here. ***
Attached documents, if there are any, can be found in the "Complaint Status" area under the various links. Or they can be found below in the section called "All attachments for this complaint."
Complaint filed by: XXXXXXXXX (More) Complaint filed against: TrueCar.com (More) Complaint status: Activity Date Activity Description 07/02/2019 BBB Reviews Consumer Rebuttal to Business Response (The consumer indicated he/she DID NOT accept the response from the business.)
Auto Web Expo is an accredited member of the dealer network that pays for all of TrueCar's operations. The dealer and TrueCar share responsibility for truth-in-advertising.
What both have displayed is false advertising, plain and simple.
That TrueCar's response does not contain a single word of contrition or responsibility (and therefore, no offer of compromise); shows exactly that my allegations are valid.
I did not have any expectations that the BBB would actually assist: as its model is the same as TrueCar's: the entire business is paid for my it's members who pay substantial amounts to BBB for the benefit of the "A+" and Accredited ratings.
It's enough money that my next steps include complaints to the California and Texas consumer affairs units. There are enough complaints across the US that eventually one or both will take enforcement action.
07/02/2019 Forward Business response to Consumer 07/02/2019 Receive Business Response Thank you Mr. XXXXXXXXX . The best time to rectify any pricing issues would have been before your purchase. When you bought the vehicle as part of an as-is purchase and agreed to all pricing via your signed contract, you also agreed to all aspects of your transaction.
We thank you for using TrueCar and as you have before, please reach out to us directly for any additional information. 06/28/2019 Notify Business of Dispute 06/28/2019 Send Acknowledgement to Consumer 06/28/2019 Case Reviewed by BBB 06/27/2019 Case Received by BBB (Less) Case Description: Fails to enforce Certificate features including price.
Here is the text of my email to TrueCar which explains the issues:
Greetings -
I'd like to understand what the attached certificate really means, because I purchased
the car today and I was not impressed with the dealer's answers or the actual condition.
1. The dealer put on a $1500 "reconditioning" fee. How does that reflect the "Upfront Price"
when the dealer told me they charge this fee (or more) on every car? Because the tires only
have 2/32nds (before warning bar), I asked the dealer to take $400 off. So the price before tax was $40,799 - not $40,135. That's 1.5% more.
2. The car was not washed. While I was watching, they sent a guy with some rags and Armor-all to wipe off the car inside and out - leaving oily fingerprints everywhere. Tire pressure were not checked.
Fluids were not topped off.
3. Does "scheduled maintenance" mean the maintenance due up to the time of purchase
or some period after? The reason I ask is because the engine oil light came on, which resulted
in almost an hour at their other facility for someone to learn how to reset the oil level
setting.
Per the attached page 10, no service was performed (at least, none recorded)
since the vehicle was received by Auto Web since 10 JAN 2019.
For further example, the following BMW service interval maintenance was not done:
Air filter (Replace)(Every)36,000 miles
Brake fluid (Flush/replace)(Every)30,000 miles
So, while this car sold at a big discount compared to the average market value - because it has a
permanently clouded title (due to the Lemon Law buyback); TrueCar, the dealer and I had an
agreement, So far, this collection is mostly minor annoyances. The tires are the biggest part -
since I will have to replace them at the end of the Summer for about $1600. Dealers should not
be stating that the recondition fee includes replacement tires when the tread life is below 50% - when that
obviously is not what happened. (The original tread depth is 10/32nds. 6/32nds are gone. Only 40%
remains.)
I spoke with Crystal at TrueCar the next day, and then with her Escalation Representative, Lisa who informed me that since I did not contact TrueCar prior to the actual purchase (!), there was nothing TrueCar could or would do.
Extra Detailed Info Date of last interaction with business: 06/18/2019 BBB Designated Category: Service Issues Case opened date: 06/28/2019 Case closed date: Desired Resolution: I am seeking the difference between the actual price paid (base car) and the TrueCar Upfront Price as stated on... (More)
Optional: You may download a copy of this complaint so you can print it for your records
Once you have submitted your response, you can download a copy of this complaint including your response by clicking the link above.