ComplaintsforDealertrack Technologies

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 88 year old terminally ill grandfather paid off and purchased his vehicle from US Bank on May 19th, 2022. Today is August 16, **************************************************** the lien on the vehicle! I spent 6 hours over the last 2 days on the phone with Dealertrack trying to resolve the situation and get a title received in hand. Despite explaining that it's been THREE MONTHS since the payment CLEARED, paying off the loan, Dealertrack won't release the lien or the title. First they blamed the county clerk's office for an "ink error" on the original title. THEN they blamed the original dealer for filling out the title incorrectly. Dealertrack told me the next step was to overnight the title to the ORIGINAL dealership my grandfather purchased the vehicle from 2 years prior. They promised it would get sent out that day. So at noon the next day I call the dealership. Nothing was received. The business manager of the dealership who handles all the titles agred to assist with Dealertrack and exolained to them that the original title was correct per ****** law. And it is not appropriate nor legal for the original dealer to change a title several years later. That is the ***** COMPANY'S job after the lien is paid. Dealertrack (the title company) again gave us the run around and said they already fedex'ed it to the dealer, so now the dealer has to send it back and it will be another few weeks before they can release the lien on the vehicle and the title. My uncle already paid for the vehicle via a loan from another bank over a month ago. Now my uncle is being charged excessive interest by HIS bank because they still font have clear title. Dealertrack KNOWS the loan was paid 90 days ago and REFUSES to release the lien or title. I am now calling my ************ ******** and the **** for my state and Dealertrack's state. This is CRIMINAL! My grandfather now LITERALLY has days to live and no one ar Dealertrack cares to do their job so he can pass peacefully.

  Business response

  08/24/2022

  On 9/16/21 an OR title for VIN ***************** was sent to ** for a state change. The new ** title was received at DealerTrack on 10/21/21 and was incorrect as US Bank was not listed as an owner but rather the lienholder. Having US Bank listed as the lienholder should have raised a flag there was an issue with the title but that did not happen.US Bank released this ** title on 5/25/2022 and during DealerTracks release process, it was discovered that the ** title was issued with US Bank listed incorrect as the lienholder instead of the owner.  Once discovered,DealerTrack sent a request to US Bank on 5/26/22 asking how to proceed with the incorrectly issued ** title. DealerTrack held onto the incorrect ** title while pending a response from US Bank.  
  
  On 7/8/22, DealerTrack mailed a letter to ************************* regarding VIN ***************** of a potential issue DealerTrack experienced with ink used on titles during the release process.
  
  7/14/22 ************************* called DealerTrack regarding the letter mailed on 7/8/22 of the potential ink issue. During the call, DealerTrack leadership was engaged to review the account for VIN ***************** further and the call ended with *************During DealerTracks leadership review, it was determined that VIN ***************** was not impacted by the potential ink issue as the ** title had not gone through DealerTracks release process as DealerTrack was still pending a response from US Bank on how to proceed with the incorrect title. DealerTrack immediately escalated this issue to US Bank on how to proceed with the incorrect ** title.
  
  7/14/22 through 8/15/22, DealerTrack worked alongside US Bank to take steps towards having the incorrect ** title for VIN ***************** corrected. Per US Banks instruction,DealerTrack sent the incorrect ** title out to the dealership the vehicle was purchased in ****** to correct the ** title.
  
  On 8/16/22, the granddaughter of ************************* called in with the dealership in ****** where the vehicle was purchased on the line in addition. The dealership in ****** stated it was not their responsibility to correct the ** title as it had already undergone a state change from OR to **.The granddaughter for ************************* advised they would be filing complaints with the **** or state congressmen regarding the issues that have occurred on VIN *****************. DealerTrack escalated this issue internally and partnered with US Bank to come to the consensus that the dealer correction on the incorrect ** should be cancelled,that the incorrect ** title should be sent to the ******* *** for title correction.
  
  On 8/17/2022, the incorrect ** title was sent to the ** *** (SUBLETTE COUNTY CLERK OFFICE, ********************************************************) for correction via ***** ************ and delivered 8/18/22, before 4:30pm.
  On 8/18/2022, DealerTrack called the Sublette County ************** in **, and spoke with County Clerk, ********************* on the most efficient method to correct the ** title and release it to the owner, *************************. DealerTrack shipped documents via ***** to SUBLETTE COUNTY CLERK OFFICE, ATTN: *********************, **********************************************************************, with tracking number ************ which was signed for on 8/19/2022 at 12:03 pm by: *************, per *********************** instructions. DealerTrack sent an email to ********************* with a recap of the phone conversation and the plan to complete the *** correction on the incorrect ** title so the corrected ** title could be paired with the *** transfer of ownership documents that were delivered to the ** *** on 8.19.2022.
  Thanks,

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