Non-delivery of the title and key upon payoff of the loan.
I contacted JD Byrider to payoff my car loan early at the end of October, 2014. At the time I was in Austin living with my aunt because I had surgery on my spine and requested that the title and key be sent to her address since I was not at my home address and hadn't been for the last 7 months. My account representative (*****)took my payment over the phone via debit card, updated the address the title and key was to be sent to and congratulated me. He told me that I should have received the document and key in about 2 weeks.
I waited about 3 weeks and I didn't receive anything, I called him back (*****)and he told me that per their policy, they wouldn't send the documents until after 30 days of the date I made my final payment. He apologized as he is new to the company, he verified the address in Austin, once again and we disconnected the call.
I waited a couple of more weeks and still I didn't receive the package. I called ***** and he indicated that the package had actually been sent via priority mail, USPS and delivered on the day I called to THE WRONG ADDRESS...my home address on record, instead of the address I gave him. He stated he would go to my home since it was only a few miles away, and check to see if the package was there. If so, he would have it redelivered correctly. When he called me, he told me that although the tracking number indicated delivery, that the package wasn't at my house and only a few pieces of mail were in the mailbox.
At this point, we have been going round and round while ***** was trying his best to get it resolved. He was extremely apologetic and indicated he updated the address in a note, per direction from someone at JD Byrider, but it was overlooked. He also indicated that he would see what he could do to get a duplicate title ordered and another key made and have them sent. After speaking with his manager, it was decided that they would wait until I got back to my home to check the mail that was collected by my neighbors to make sure they didn't have it.
When I got back to my home on December 26, 2014, I checked the 6 pieces of mail my neighbors collected on my behalf. The title and key were not present.
I requested to speak with *****' manager ******** He transferred me to her and here is where we really began to have a problem. Basically, ******* kept telling me WHERE the package was sent, that the USPS states it was delivered and there was nothing she could do. After telling her that they COULD order a new title and make another key and also explaining how concerned I was that there is a missing key and title to my car, she was rude, threatened to hang up on me and when I thought she did (the phone became silent), I simply hung up (too) and called back. ******* answered the phone, I requested to speak to her manager and she told me he wasn't there. When I requested his name, she wouldn't give me his name and indicated AGAIN that she couldn't help me, told me that I hung up on HER and told me she heard me say,"I'll call her a** back." When I didn't deny it, she wanted to do the typical sales/collection game and go around with me instead of solving the issue. She then told me, she would give me a release of lien and make me a key, but I would have to pay for a copy of the title. Then she finally got tired of me asking her WHY they were unwilling to assist a customer who paid her loan off EARLY and was NEVER late, despite the hardships I was up against. She told me without feeling, "Look, how do you want to resolve this? I keep saying the same thing over and over and we've been on the phone for 30 minutes." ******* showed no emotion and didn't seem to care that my key and title are missing, just stating she was unwilling to provide me with a replacement at THEIR expense seemed to be her only concern.
I simply want a copy of my title and a key to be provided at JD Byrider's expense. I paid my loan in full, never missed a payment and now I want my title and I don't believe I should have to go see them to get more paperwork and then go find a county office to PAY for a document that wasn't delivered to the correct address to begin with. It's a simple resolution.
The customer has been fully satisfied. She gave us an address to send her title and key and that address did not match what we had on file and the title was mistakenly send to a previous address. We paid to get a duplicate title and the customer now has another key. This should have resolved any outstanding issues.
(The consumer indicated he/she DID NOT accept the response from the business.)
JD Byrider was given the alternate address because I was recovering from surgery in Austin as was explained to them. This customer is NOT satisfied because I had to wait from November to January AFTER my car was paid BEFORE the end of the original terms to go to the office to pick it up. When I got there I was given paperwork to go get a title and was told the Service department was closed and to come back AGAIN to get the key made! No one has time for that. I NEVER got the second key for my car and since they have the VIN, one should have been sent as originally promised. I will tell everyone I know to NEVER visit that business. They need to work on their customer service and appreciate those who actually pay on time and complete their contracts.
Final Business Response
JD Byrider understands the customer was dissatisfied but at this time it our understanding that the customer has the title to the vehicle and a key. This was the specific nature of the original complaint. We also understand the customer does not like the manner in which the title was delivered (after a misunderstanding on our part that we acknowledged). To that point, the customer is entitled to her opinion and at this point we are unsure what additional remedy the customer is requesting.
JD Byrider would like to point out that any additional key(s) that we made prior to selling the car are the property of JD Byrider. JD Byrider incurred the cost of making a second key and never indicated at the time of sale that it would provide an additional key to the customer. As the customer asserts in the complaint, we do have the VIN and can duplicate a key but that comes at a cost and had asked the customer to pay for that cost and nothing more.
If the customer has the title and an additional key, then how is the complaint not resolved? Because that is what the customer asked for in the original complaint.