ComplaintsforAutomotive Titling Corporation

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a car on March 6, 2024 from a dealership who uses ATC to process titles and tags for out of state customers. ATC was provided all of the required paperwork to process my title by the second week of March 2024. According to ATC and the dmv, ATC made an error on the paperwork and was notified of the error on April 6, 2024. Since April 6, 2024, ATC has provided multiple contradictory and incorrect information to the dealership and blamed the delay on the dmv, while never even responding to the dmv. Due to ATC's negligence, the temporary tags on my vehicle have expired and I am unable to drive the car. Sp far it has been 2 months where ATC has failed to do their actual job and failed to actually send my car paperwork to the dmv. This company is extremely unprofessional and misrepresents the actions they take for individual car purchasers. Based on the way this company does business, it appears to be a scam and I encourage buyers to avoid using ATC at all costs.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from an ******* dealership as an ******** resident back in May. ******* plates only last 45 days. The plates have expired and we can not get any new plates until the title has been applied for. Its been almost 60 days since purchase and after speaking with the dealer, both dmvs they have no completed application for my vehicle. ATC refuses to discuss with us since were not the dealership. And they refuse to give the dealer the tracking number of the documents they claim were delivered to the secretary of states office. The advice my *** gave is to contact the *** police which may lead them to not be able to continue performing business in ******** since they fail to title these vehicles in the time period legally required. This company needs to be closed since its leaving buyers with useless vehicles

  Business response

  08/09/2023

  Thank you for the feedback. We greatly apologize for the inconvenience and frustration. ATC did receive your paperwork on June 22nd, audited all documents, and the title was finished processing on August 3rd.
  
  We appreciate your feedback around communication as well. We do want to let you know that we have agreements with our dealerships that we are directed to send all communication back to the dealership for information on the transaction. We do share our state specific turn around times with the dealerships, which in this case was 20 business days from the time we had everything we needed. Again, we apologize for the inconvenience and thank you for your patience.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently bought a **** Fusion Titanium Hybrid 2020 from Suburban Cadillac in April 2023. I was told that ATC would handle my title and registration. The dealer told me that they had sent all of my information to ATC at the beginning of June, when my in transit plate expired. I reached out to ATC customer service to find out when my license plate would be getting to me, but all they could say was Oh, just reach out to your dealer for more information. We cant provide that information. Like, are you kidding me? What would be the point in doing that when ATC is supposedly the ones who currently hold my title? Im just frustrated because Ive been driving around with an expired in transit plate and no information has been given to me, and its **** 4-6 weeks with no sign of my actual plate. This is absurd and illegal and how could you want this for your customers? I just want my plate expeditiously so I can avoid any legal issues with my state.

  Business response

  07/28/2023

  Thank you for the feedback. We sincerely apologize for the inconvenience. We did receive this file on 6/30, and completed processing within 10 business days.
  
  We appreciate your feedback around communication as well. We do want to let you know that we have agreements with our dealerships that we are directed to send all communication back to the dealership for information on the transaction. We do share our state specific turn around times with the dealerships, which in this case was ***** days. Again, we apologize for the inconvenience and thank you for your patience with us.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle using ATC service from a dealer in **. I am located and titling the vehicle in MS. ** MS, we have a 7 day window to obtain license plates which ATC is well aware of. At this time, I still do not have the paperwork at my DMV. Also, I tried calling ATC multiple times with no call back. Finally got a hold of one of the reps. *** informed me she cannot give me any details on my situation because she will only speak to the dealer. How is that even legal!!!??? That is a terrible business practice. It is MY vehicle and it is ME who paid for this service as seen on my contract. This is ridiculous and I am about to have a $90k vehicle that I wont be able to legally drive on the roads because of ATCs unethical and improper business practices.

  Business response

  05/23/2023

  Hi ****** -
  
  Thank you for your feedback. We are sorry to hear about your experience with ATC. We connected with the dealership where you purchased your vehicle and are actively working with them to rectify the situation and get your information processed as quickly as possible.

  Customer response

  05/25/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from ********** ********, and they had used ATC for my registartion and plates because I am from **. All of the documents have been sent to ATC and they said that they have been sent to the **** I purchased the car a month ago yet have no update from ATC on what's going on. Can you tell me what *** you sent the paperwork too. I would like to pick it up from the *** if you cannot help. It should not take this long because all of my other out of state purchases have been done in under 3 weeks. The *** for my car is *****************. Please help with this because I now have a car sitting in my driveway that i cannot drive.

  Business response

  11/14/2022

  Dear **************,

   

  I understand your frustration and I want to ensure you, ATC did everything possible to get your plates and registration issued as quickly as possible. We received your paperwork on November 7th, audited all documents, and shipped your file to our ** processing center on November 8th. Your plates and registration were issued and mailed back to ** last Friday, November 11th. Based on tracking, we will receive your items tomorrow, November 15th and will immediately process and ship out. You should receive your plates and registration on Wednesday. Feel free to email me if you have additional questions.

   

  Sincerely,

   

  ***********************

  Director of Strategic Initiatives

  ****************************************

  Customer response

  11/17/2022

   
  Complaint: 18386624
  
  I am rejecting this response because:Hi it is Thursday but no signs of the plates to be found. Was there a delay anywhere?
  
  Sincerely,
  
  ***********************

  Business response

  12/02/2022

  Dear **************,

   

  I apologize that your plates and registration arrived one day later than what I had originally stated. As mentioned before, we received your paperwork on November 7th from the dealership and immediately audited and forwarded your file to our NY DMV processing center. Your file was processed by the state, and plates and registration were sent to you via *** on November 15th. We pride ourselves on our turnaround times and we truly strive to delivery excellent customer service. Enjoy the holiday season and have a safe and happy new year.

   

  ***********************

  Director, Strategic Initiatives

  Customer response

  12/08/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Would like to know why Ive had to drive a rental car for the past 3 months due to temporary tags that expired on 4/29/22 after purchasing from Vroom on 2/20/22.

  Business response

  10/18/2022

  Dear ****************,

   

  I do understand your frustration and want to ensure you that ATC is doing everything possible to get your plates and registration issued. When ATC received your paperwork on 9/9/2022 we noticed during the audit process that the insurance card provided was expired. On 9/7/2022, we requested an updated insurance card which we received on 9/9/2022. We updated your file and submitted to the Arapahoe County *** for processing. On 10/13/2022, we received a rejection notice from Arapahoe County due to an incorrect title number being recorded on the dealer reassignment page. This too was immediately corrected and submitted back to the county. The county is now in possession of everything they need to process. I have also submitted a request to the *** to expedite your file. I will be monitoring your file this situation and will be following up with Arapahoe County tomorrow to obtain an updated status.

  Sincerely,

  ***********************

   

   

  Customer response

  10/19/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rude managers, talking aggressively, did not want to provide any information and help!

  Business response

  03/31/2022

  Dear ****************,

   

  I want to sincerely apologize for your negative experience with ATC. I understand you are upset about how you were treated when you called ATC to obtain information regarding your vehicles registration. Please know that we are extremely limited on what we can share due to contractual obligations. Our intentions are not to further complicate or cause additional frustration and I do apologize for how you were made to feel. I did receive authorization to share additional details regarding your file. ATC originally received your file on March 16th and during the auditing process, we noticed that the insurance card provided to was about to expire on 3/21/2022. To prevent the file from being rejected due to the insurance card, we requested an updated card. We received the updated card recently and your file is being overnighted to Teton County for delivery tomorrow. We also notified Teton County of the inbound file hoping they will expedite the processing on their end.

  Again, I am sincerely sorry we did not meet your needs when you contacted us yesterday. if you would like to further discuss this matter, please contact me.
  

  Sincerely,

  ***********************

  Director, Strategic Operations

  ****************************************

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car in **** (I live in **) on 6/26/2021. Due to the transaction happening out of state the dealer used ATC for ********************** for the new vehicle. The dealer held the paperwork (to ensure financing went through- very understandable) and submitted on 7/11/21. Apparently ATC did not turn around and submit the paperwork to the *********** until 8/5/2021. My temporary plates EXPIRE on 8/10/21. I contacted the *********** to track down timing and was told nothing had been submitted for my VIN. I've attempted to contact ATC without a reply. The dealer is saying they can only see what is listed in the portal (which is the submission on 8/5/21), but that is not consistent with what the state is telling me. I'm 1 month over my expire tabs without the ability to get an answer on where my paperwork is in the process, this is completely unacceptable and very frustrating.

  Business response

  09/14/2021

  Dear ******************,

  On behalf of everyone at ATC, I want to apologize for our failure to process your new vehicle's title and registration in a timely manner.  The past year, we experienced unprecedented growth and significantly longer than normal processing times both internally and externally.  The industry landscape, including how consumers shop for cars, has changed dramatically and were working expeditiously to acclimate. While some of these challenges are out of our control, we acknowledge and share your frustration. The reality is that we should have been better prepared for this exponential growth, especially regarding higher volumes of online and out-of-state purchases.
  

  Sincerely,

   

  ***********************

  ATC

  Manager, **************** and DMV Relations

   

• Initial Complaint

  07/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We (******************* - *********, ** - ******************** are an automotive dealer and we have in the past used ATC to process all of our out of state titling and registration for our customers. Recently within the past few months the service there has faulted us and is causing issues with our customers across the country. Customers are driving around vehicles that are unregistered, but have paid in full for taxes in registration that we forwarded onto ATC. ATC has cashed all of our checks and has not provided us with any updates or status' of any of the transactions. We have sent multiple requests via their web portal and have left several messages via voicemail with nothing in return. Currently they have 6 files of ours that they have cashed checks for ($13,948.95 total) and another that was sent to them via ****** signed for and then lost there. This is unacceptable business practice and is horrible customer service that is now reflecting on us as a dealer to our customer

  Business response

  07/16/2021

  Hi ******,

  
  My name is ***********************, I'm the new Manager of CustomerService and DMV Relations at ATC.  I amsincerely sorry for the lack of service you have experience, and for the impactthis is having on you, your dealership group, and mostly, your customers.  Unprecedented growth over the past severalmonths caught us off guard and it greatly impacted our processing times as wellas our ability to delivery the level of customer service you and your customersdeserve.  Over the past 3 months, we havebeen diligently recruiting and hiring during a very challenging labormarket.  Since May, we have nearlydoubled the size of our Processing Team. This past Monday, I added 10 new *********** Reps to my Customer ServiceTeam.  This is going to drasticallyimprove our processing and service delivery levels. With a stronger, and fullystaffed workforce, we predict that our processing times will return to thestandard 3-5 day benchmark in September. This all sounds great for us, but your first priority right now is toyour customers and to International Autos. I would like to set up a call with you to discuss an action plan toaddress your concerns and to account back on track. We truly value ourrelationship with International Autos and I ask that you give me and ATC anopportunity to right this wrong.  Pleaseexpect a call from me tomorrow (July 16th) to discuss my plan in more detail.
  

  Sincerely,
  

  ***********************

   

   

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased new car from McGrath Acura in Chicago on 4/6. They retained Automotive Titling(AT) to handle getting title for the car to me. They have not done so. So I have a car with no title, license plates or registration(the temporary permit has long expired), and the Michigan Secretary of State will do nothing without the paperwork from the selling dealer or its agent(AT). I have called and emailed AT, and they have not responded and are ignoring me. I need them to do their job and get me a title so that i can register the car/ get license plates and have a legal and marketable vehicle.

  Business response

  06/23/2021

  On behalf of the Leadership team at ATC, I want to sincerely apologize for the negative experience you've gone through.  I understand that our team was not responsive, and we did not provide the level of service you deserve. We take great pride in giving our 100% every day to provide fast and friendly service to every customer who reached out to us, but in this instance, we failed. We do our best to rightly handle customers issues, but this concern was not handled properly. For that, we are extremely sorry.  I want to sincerely thank you for bringing this issue to our attention. We are always looking to improve our customer service, and your feedback is essential to that process. Please do not hesitate to contact me directly to further discuss this matter.

  Sincerely,
  
  Robert S
  Manager, Customer Service and DMV Relations

   

  Customer response

  06/23/2021

   
  Complaint: ********
  
  I am rejecting this response because: it does not address or resolve the fundamental issue of when will i get title to my car.
  
  Sincerely,
  
  ******* *********

  Business response

  07/14/2021

  Mr. *********,

  As mentioned in my email to you on July 12th, the dealership contacted us in late May and requested we send your paperwork back to them.  Please reach out to the dealership for an update on your plates and registration.  ATC is no longer the processing entity for your file.  As a courtesy, I also reached to ******* on July 12th and asked them to contact you.

  I am truly sorry about your situation, and understand wholeheartedly, your frustration.

  Thank you,

  Rob S

   

   

  Customer response

  07/14/2021

   
  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.
  
  Sincerely,
  
  ******* *********

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