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:08/29/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  This company engages in highly unprofessional and deceptive communication and organizational practices. On Aug 26, I was presented a $940 offer for my 2015 Subaru Forester, to which CarBrain promised to temporarily store my car for up to 10 days (to have my title mailed to their office) immediately, in order to protect the vehicle from accruing daily fees ($30/day) from the tow yard where it was residing. I scheduled pickup on Aug 28, and was promised that the tow/pickup would be locked for the 29th (from 1-5pm), yet on the day of the 29th, their partner abruptly delayed the pick-up date by 4 days, without informing me. I had to call them to obtain this information about the delay. This increased the storage cost from $490 to $620, leaving me with almost no profit from the sale. CarBrain's communication practices forces customers to shoulder hidden costs not disclosed at the time of offer. Their communication has been unprofessional: they failed to act with urgency, ignored multiple text messages despite representing text as an acceptable communication channel, and offered no apology, adjustment, or remedy. This conduct misleads customers into believing pickup will be prompt and cost-free, while in reality, delays and fees are shifted onto the seller.I request that CarBrain discontinue advertising or implying immediate pickup or fee coverage unless they can guarantee it, and that they compensate for the storage fees caused by their delay.

  

  Business Response

  Date: 09/02/2025

  Hello Consumer, 

  Thank you for bringing this matter to our attention. Our dispatch manager is reviewing your file and will be in contact with you within 24 hours. 

  Best regards, 

  ***** ****

  Carbrain Customer Service 

  

  Business Response

  Date: 09/09/2025

  Dear Consumer, 

  The delay occurred due to the timing of the request coinciding with a holiday weekend, during which our operating hours and tow truck drivers were limited. While we strive to provide timely and reliable service year-round, holiday periods occasionally result in unavoidable scheduling adjustments.

  Thank you for your patience and cooperation while we completed the pick-up and resolved the matter. 

  Sincerely, 

  Carbrain **************** Team

   

  

  Business Response

  Date: 09/10/2025

  Dear Consumer, 

  The delay occurred due to the timing of the request coinciding with a holiday weekend, during which our operating hours and tow truck drivers were limited. While we strive to provide timely and reliable service year-round, holiday periods occasionally result in unavoidable scheduling adjustments.

  Thank you for your patience and cooperation while we completed the pick-up and resolved the matter. 

  Sincerely, 

  Carbrain **************** Team

   

  Customer Answer

  Date: 09/12/2025

   
  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

  Date:08/24/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Car Brain made an offer for my vehicle which is working order. The offer included free pickup. I specifically indicated that Nantucket was an island to the agent both in email , text and phone , she assured me there was no problem pickup was free . The day of pickup they did not show up and we were unable to contact anyone with the contact info provided on multiple tries to tow company and car brain rep. **** required my niece taking a day off of work. The following day the tow company told her there would be a $ 1400 fee because it was necessary to take a ferry . Now we are stuck because we cancelled our ferry reservation$400 to get a refund and it is impossible to book another due to end of summer wait list. They did not respond to my email and did not even seem to take any responsibility . I could have taken the car to Hyannis had they not been so insistent that the towing and pickup was free from Nantucket I am older and not tech savvy so I dont know how to upload you the correspondence but I could email it to you if send me the email address Thank you

  

  Business Response

  Date: 08/25/2025

  Hello Consumer,

  After reviewing your complaint, we found that the issue you experienced was the result of a system error within our processes. Were very sorry for the inconvenience this caused.
  At CarBrain, we take great care in providing a smooth and reliable experience.

  Weve taken this situation as an opportunity to learn and have already made the necessary adjustments on our end to help ensure similar issues dont happen again.

  Sincerely, 

  ***** ********************************* Manager

  Customer Answer

  Date: 08/25/2025

  8/25/25 carbrain contacted me, apologized, agreed to take island zip codes off their free pickup list so this problem will not reoccur. 
  They also are sending me a gift card for my  understanding and patience . That was a nice gesture. Not much compensation considering the gross inconvenience, stress  and loss of money if I had taken my car to ******** and sold it.  (Instead of cancelling my ferry reservation, at their guarantee of free pickup) there are no available reservations on the car ferry now , and a long waitlist. 
  I ended up giving the car away to a person who lives on Nantucket because my niece needs to go back to college and I am too far away and old to deal with this complicated matter. 
  However at least they made some changes and acknowledged their error.

  Customer Answer

  Date: 08/26/2025

   
  Better Business Bureau:
  
  8/25/25 carbrain contacted me, apologized, agreed to take island zip codes off their free pickup list so this problem will not reoccur. 
  They also are sending me a gift card for my  understanding and patience . That was a nice gesture. Not much compensation considering the gross inconvenience, stress  and loss of money if I had taken my car to ******** and sold it.  (Instead of cancelling my ferry reservation, at their guarantee of free pickup) there are no available reservations on the car ferry now , and a long waitlist. 
  I ended up giving the car away to a person who lives on Nantucket because my niece needs to go back to college and I am too far away and old to deal with this complicated matter. 
  However at least they made some changes and acknowledged their error.

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/03/2025

  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.

  Carbrain was supposed to pay me for my vehicle, once I told them that there partner ****** had the title and was already auctioning the van and I didnt appreciate being scammed they said theyd over night my payment via fed ex but never did. I am not sure if they are doing this because we are a jewish family but I want my money.

  

  Business Response

  Date: 08/04/2025

  Dear Consumer. 

  We sincerely apologize for the payment delay and the inconvenience it may have caused you. The payment was issued and delivered via ***** today 8/4/2025 at 10:23 AM. 

  Our customer service team will reach out to you today to confirm you received the payment. 

  Best regards, 

  ***** ****

  Customer Service Team

• Initial Complaint

  Date:07/23/2025

  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.

  Complaint Against CarBrain Company Name: CarBrain Company Address: ******************************************* Complaint Summary:On July 16, 2025, I received a bait-and-switch offer reduction from CarBrain when selling my vehicle through their service. I originally received a written offer of $945.00 via email, which I accepted in good faith. I fully disclosed that the vehicle had high mileage, did not start, and had minor damage (dent/scratches) to the rear panel; yet when the salvage company was contacted for pickup, I was informed that the offer had been reduced to $700.00a decrease of $245.00 due to the very issue I had already disclosed. This unexpected and unjustified price reduction appears to be a deceptive business practice. CarBrain never responded to my clear request for a resolution, and willingness to negotiate slightly due to a slight difference in reported mileage (initial requested an estimate and I provided a photo with exact mileage later). Their failure to address my concerns is both unethical and unprofessional.Desired Resolution:I am requesting that CarBrain honor the original $945.00 offer as agreed, and compensate for the price discrepancy. If the company refuses to resolve this issue, I would like the BBB to formally record this complaint and assist in holding CarBrain accountable for their misleading practices.I appreciate your time and attention to this matter.

  

  Business Response

  Date: 07/24/2025

  Hello Consumer, 

  Thank you for bringing your concerns to our attention through the Better Business Bureau.
  

  We want to assure you that we have received your complaint and are currently reviewing the details thoroughly. A member of our team is looking into the matter, and we are committed to providing you with a fair and timely response.
  We appreciate your patience as we work to address your concerns. You can expect to hear from us with a detailed reply within 1-2 business days. 

  Sincerely, 

  ***** ********************************* Manager - **********************

  Ph# ************

  

  Business Response

  Date: 07/28/2025

  Hello Consumer, 

  We received your BBB complaint and have reviewed the details of what transpired during the application process. I tried to call you to discuss a few details, but reached your voicemail. Allow me to write about the outcome of my review. 

  Your initial offer of $945.00 was generated with the mileage reading submitted as ******* miles and the trim as a Limited. We then requested photos of the vehicle, VIN, and the odometer reading for our evaluation team to confirm the best offer. The mileage reading image showed *******, which is slightly higher, but in the automotive industry, mileage is a crucial factor of the wear and tear of the vehicle. The Limited trim is a higher trim than the actual trim of a Latitude. This was the reason for the reduction in the offer, and you were not under any obligation to accept the offer.  I hope this explanation is was informative and helpful

  Where we should have done better is the communication and explanation of the reason for the reduction of the offer. A phone call to discuss the changes would have been more professional, and we apologize for the poor delivery and any inconvenience. We continue to improve our process and customer experience, and thank you for your feedback. 

  Please feel free to reply to my email that I sent to you directly or call me at your convenience. 

  ***** **** - Carbrain LLC

   

  

  Business Response

  Date: 07/28/2025

  Hello Consumer, 

  We received your BBB complaint and have reviewed the details of what transpired during the application process. I tried to call you to discuss a few details, but reached your voicemail. Allow me to write about the outcome of my review. 

  Your initial offer of $945.00 was generated with the mileage reading submitted as ******* miles and the trim as a Limited. We then requested photos of the vehicle, VIN, and the odometer reading for our evaluation team to confirm the best offer. The mileage reading image showed *******, which is slightly higher, but in the automotive industry, mileage is a crucial factor of the wear and tear of the vehicle. The Limited trim is a higher trim than the actual trim of a Latitude. This was the reason for the reduction in the offer, and you were not under any obligation to accept the offer.  I hope this explanation is was informative and helpful

  Where we should have done better is the communication and explanation of the reason for the reduction of the offer. A phone call to discuss the changes would have been more professional, and we apologize for the poor delivery and any inconvenience. We continue to improve our process and customer experience, and thank you for your feedback. 

  Please feel free to reply to my email that I sent to you directly or call me at your convenience. 

  ***** **** - Carbrain LLC

  
  

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recieved an offer on a vehicle on June 5th. I didnt do anything with it logged in they gave me the same offer again on 6/26 I accepted the offer on july 7th. I sent them all the info was told I needed to have the title notorized to schedule pickup. I went and did that sent pictures of the back or title then they tell me the sale is cancelled. ****** of doing business with this company. Any reputable place would not have you get the title notarized then bail on the agreement.

  

  Business Response

  Date: 07/09/2025

  Hello Consumer. Thank you for your feedback and for bringing this matter to our attention.

  Our evaluators are reviewing your file, and a customer service manager will contact you today. 

  Thank you, Carbrain Team

  Customer Answer

  Date: 07/11/2025

   
  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. They actually went ahead and did follow thru with the transaction and everything went smoothly for the rest of the transaction. 
  
  Sincerely,
  
  ****** Canada

  

  Business Response

  Date: 07/11/2025

  Dear Consumer. 

  Thank you for reaching out to us and working with us to resolve the situation. Again, thank you for your valuable feedback to help improve our service with providing the best customer experience in the automotive E-commerce industry. 

  Carbrain Team

• Initial Complaint

  Date:05/30/2025

  Type:Product 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.

  Why do you use handwritten checks?? Its nearly impossible to cash a handwritten check anywhere!! Now Im sitting on 1500 dollar check that I cant cash!!!! Thanks a lot!!

  

  Business Response

  Date: 06/25/2025

  Dear consumer. The check was hand written at the time of pickup to expedite the pickup and payment process. The check was issued 5/30/2025 and cleared the bank on 6/2/2025. Our apologies for any delays this may have caused you. 

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Complaint Against CarBrain Company Name: CarBrain Company Address: ******************************************* Complaint Summary:On February 12, 2025, I sent a formal complaint to CarBrain regarding a bait-and-switch offer reduction I experienced when selling my vehicle through their service. I originally received a written offer of $315.00 via email, which I accepted in good faith. I fully disclosed that the vehicles catalytic converter had been replaced in 2014, yet when the salvage company was contacted for pickup, I was informed that the offer had been reduced to $200.00a decrease of $115.00 due to the very issue I had already disclosed.This unexpected and unjustified price reduction appears to be a deceptive business practice. CarBrain never responded to my February 12, 2025 letter, despite my clear request for a resolution. Their failure to address my concerns is both unethical and unprofessional.Desired Resolution:I am requesting that CarBrain honor the original $315.00 offer as agreed. If the company refuses to resolve this issue, I would like the BBB to formally record this complaint and assist in holding CarBrain accountable for their misleading practices.I appreciate your time and attention to this matter.

  

  Business Response

  Date: 03/11/2025

  Dear ********,
  Thank you for reaching out to the Better Business Bureau regarding your recent concern. We want to assure you that your complaint has been received and is being thoroughly reviewed.
  We take all feedback seriously and are currently investigating the matter to better understand the situation. Our team is working diligently to resolve this issue, and we will keep you updated on the progress.
  If you have any further information or questions in the meantime, please feel free to reach out to us directly at *************].
  We appreciate your patience as we work to address your concerns.
  Sincerely,

  ***** ****

  Customer Service Manager

  Customer Answer

  Date: 03/19/2025

   
  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

  Date:12/24/2024

  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.

  Carbrain agreed to purchase my ****** WRX STI for $3670. Which is an absolute steal for them. They provided a check while picking it up through Copart in ****** OR. This check subsequently has bounced or is being held so they can flip the vehicle prior to providing actual payment. I have not received payment from Carbrain nor Copart as their account either had insufficient funds or they requested a hold on paying me through their bank even though handing me a check and having the title signed over. This would be not only highly unethical but questionably illegal. If this check is being held it strikes me as highly shady considering we share the same bank so a hold like that should not take place. Its clear this is an act of corporations skating on the edge. In addition, they have provided no bill of sale even though I have requested numerous times. I highly advise against people doing business with an organization unwilling to use cashiers checks to purchase vehicles. I not only will not do business with them in the future but will also be looking at potential litigation against them. An appropriate remedy would entail $150 per day additional compensation on top of the $3670 they owe me for the vehicle for each day they havent paid after taking possession of my property.

  

  Business Response

  Date: 12/30/2024

  
  
  To our valued client, 
  
  We sincerely apologize for any inconvenience caused by the check not immediately clearing when your vehicle was picked up on December 23, 2024. We understand the importance of a smooth and timely transaction and regret that this experience did not meet your expectations.

   CarBrain fulfilled our obligation of purchasing the ****** WRX STI for $XXXX, and our towing partner, ******, successfully completed the pickup as scheduled December 23, 2024. Payment was issued at the time of pickup in exchange for the vehicle, title and key.

   The check required a 2-4 hour period for activation (positive pay) once the tow truck driver reported the vehicle pick-up was completed to their dispatcher. If the check was immediately mobile deposited, the check may have not been activated until the tow truck driver confirmed the pick-up completion. We received confirmation on December 23, 2024, that the check was activated and successfully paid December 24, 2024. Copies of the check and confirmation from the bank have been emailed for your review and confirmation. 
   Once again, we sincerely apologize for any inconvenience this caused. We are committed to improving our processes and ensuring a seamless experience for our clients in the future."

  
  Sincerely,
  
  ***** Crum 
  Operations Manager

  
  

  

  Business Response

  Date: 01/02/2025

  Information of the reconciled check has been attached. The check was issued 12/23/24 and the funds were paid 12/24/24.

  

  Business Response

  Date: 01/03/2025

  Information of the reconciled check has been attached. The check was issued 12/23/24 and the funds were paid 12/24/24.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22728828
  
  I am rejecting this response because: 

  Carbrain issued a check that they intentionally had not activated nor disclosed in either verbal or written communication that it was not activated. This tactic caused the check to be held due to it being cashed before it was even a valid check. In turn resulting in the me not receiving the funds until 12/28. Their response that I was paid on 12/24 is blatantly false. This response from the business is consistent with their inability to take accountability and defer blame. Nowhere does this business disclose that they provide a check that is not activated upon you signing over a vehicle to them. I would never have sold them my vehicle if I knew that was the shady way in which they were issuing payment. Prior to the date of sale I requested a cashiers check from the associate buyer and was refused this. It is clear to me that Carbrain is well aware that most people will attempt to deposit these checks right away upon receipt. So, their non disclosure of issuing a check that has not been activated in combination with their deceitful language that they pay "cash or cash equivalent" appears to be intentional. I have given Carbrain the opportunity to take accountability for this yet they have opted to defer blame. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/13/2025

  The check our client received cleared and was reconciled. 

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 05/27/24, I engaged with CarBrain to sell my car, enticed by what appeared to be a competitive offer. However, my experience quickly turned sour due to what I can only describe as deceptive and misleading business practices.Upon receiving what was supposedly a "guaranteed offer" from CarBrain, I scheduled the pickup of my vehicle with BIG-H Auto Recyclers in ******* for May 27th, 2024. However, upon arrival, the tow truck driver immediately informed me that the offer would be significantly reduced due to the absence of a catalytic converter in my vehicle. This crucial detail was not disclosed to me during the initial evaluation process by CarBrain or during the scheduling of the pickup.Despite my protests & attempts to rectify the situation, both the tow truck ************* at CarBrain were unapologetic & dismissive. The lack of transparency and accountability displayed by CarBrain is utterly unacceptable. Not only was I misled about the value of my vehicle, but I was also subjected to rude and unprofessional behavior during the pickup process.Furthermore, my subsequent conversations with both CarBrain and BIG-H Auto Recyclers only served to highlight the lack of integrity in CarBrain's operations. Rather than taking responsibility for their misleading practices, CarBrain attempted to shift the blame onto the salvage yard, exacerbating an already frustrating situation.This experience has left me feeling deceived and exploited. It is evident that CarBrain engages in bait-and-switch tactics, luring customers with inflated offers only to drastically reduce them upon pickup. Such unethical behavior cannot go unaddressed.Therefore, I am seeking a full investigation into CarBrain's business practices and appropriate action to ensure that other consumers are not subjected to similar deceitful tactics in the future. Additionally, I am requesting compensation for the time and resources wasted as a result of this ordeal.I trust BBB will rectify the ordeal.

  Customer Answer

  Date: 05/28/2024

  I noticed some of the details of the complaint are missing and it has the "type of complaint" as "repair issues". It's not a repair issue, but moreover a bait & switch issue.

  You can also find a bit more information on my TrustPilot review; which gives a few more details due to the lack of BBB limiting my complaint to ***** characters. 

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

  If more details are needed on type of complaint or some of the details; please feel free to reach out. And I will respond with any additional information necessary. 

   

  

  Business Response

  Date: 05/28/2024

  Dear ***************************,
  To clarify, our offers are based on the detailed condition of the vehicle as provided by the customer during the initial evaluation. One of the crucial aspects of our engagement process is ensuring that all vehicle components, including the catalytic converter, are accurately reported. If any parts are missing or not disclosed, the offer may need to be adjusted during the pickup inspection to reflect the actual condition of the vehicle. In your case, the original offer of $450 was based on the questionnaire in which you answered there were no parts missing as depicted by the screenshot below. Upon inspection it was determined the catalytic converter was missing which resulted in the adjusted offer of $215. 

  We apologize for any misunderstanding regarding this aspect of our process. We will review our procedures to ensure better clarity and transparency in the future.

  Regarding your interaction with the tow truck driver and our representatives, we are deeply concerned about the unprofessional behavior you described. This is not the standard of service we uphold at CarBrain. We are taking your feedback seriously and will address this internally to prevent such incidents from occurring again.

  We understand the frustration and inconvenience this situation has caused you. A member of our management team will reach out to you to further discuss your experience.

  Thank you for bringing this to our attention. We value your feedback and are committed to improving our services. 

  Customer Answer

  Date: 05/28/2024

  Complaint: 21766779
  
  I am rejecting this response because:
  
  To whom it may concern,
  
  Thank you for your detailed response regarding the adjustment of the offer for my vehicle. While I understand the importance of accurate reporting of the vehicle's condition, I must express that the resolution provided is insufficient.
  
  At no point during the initial evaluation was I asked about the catalytic converter, nor was it mentioned as a crucial component that needed to be reported. The significant discrepancy between the initial offer of $450 and the adjusted offer of $215, based on the missing catalytic converter, was not clearly communicated during our engagement process.
  
  The GUARANTEED offer did not state it was contingent on the presence of a catalytic converter. Again the offered was GUARANTEED $450. Website, email, etc state that; it also states no haggle or hidden fees in that guaranteed offer of $450.
  
  When the CarBrain website asked if the vehicle was missing any major parts, it only inquired about the engine and transmission. Additionally, the representative asked if the vehicle had tires, a battery, keys, and a title. At no point was a catalytic converter mentioned. When clicking that parts were missing on the CarBrain website, it only asks about the engine and transmission. Nowhere is the catalytic converter listed, and the "hint" under the question does not sufficiently state that the price will be reduced by such a SUBSTANTIAL amount for a missing catalytic converter.
  
  Furthermore, I felt pressured to accept the adjusted offer during the pickup inspection. This, combined with the unprofessional behavior and intimidation exhibited by the tow truck driver and representatives, has not been adequately resolved through internal review alone. This experience has caused significant anxiety, frustration, and inconvenience.
  
  I have also observed that your reply to my BBB complaint is merely a copy and paste of the response you provided to my TrustPilot review, which does not adequately address my specific concerns.
  
  Unfortunately, after reading numerous complaints and reviews, it seems that the missing or altered state of the catalytic converter is a common tactic to reduce the price. I'm not the only one who this tactic has been used on. There's other TrustPilot reviews, BBB complaints, and BBB reviews from car sellers who state that it's common practice for the company to state the catalytic converter is altered or universal even to lower the guaranteed offer. When those sellers/customers state that the catalytic converter has never been replaced, repaired, or tampered with. 
  
  For further context, CarBrain's competitors Peddle and ******* SPECIFICALLY ASKED about the catalytic converter and gave me an offer of $335 with the catalytic converter missing. Unlike CarBrain never asking specifically about the catalytic converter. And the "hint" below the checkbox for missing major components mentioning the catalytic converter is not sufficient. When you click the missing components selection it ONLY asks about engine and transmission. 
  
  I also submitted two quotes on CarBrain for the same car afterwards stating that parts were missing; ie: the engine, and it gave me a quote of $425. NOT $215!! It was also for the same buyer; BIG-H Auto Recyclers. 
  
  I request a reevaluation of the offer and some form of monetary resolution to fairly compensate for this issue. I would also appreciate a formal apology and assurance that such incidents will be prevented in the future.
  
  Thank you for your attention to this matter. I look forward to a more satisfactory resolution, other than just a canned "lip service" response or the same copy & paste reply to my TrustPilot review.
  
  Sincerely, 
  ***************************; 
  
  ****************
  CarBrain Reference Number: OD-8671F
  BBB Complaint ID: ********

  

  Business Response

  Date: 05/31/2024

  Dear **************,
  
  We have reached out to you via text message requesting a preferable day and time you would like us to call and discuss the matter of reevaluation of the offer and come to a satisfactory resolution. 
  We will make another attempt to contact you today and hope to find you available. Your feedback and experience are important to us. 
  
  Sincerely, 

  ************** 

  Carbrain Management Team

  Customer Answer

  Date: 06/05/2024

   
  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.

  I would like to thank you for your attention to my concerns and for working towards a resolution. I appreciate the efforts made to address the discrepancies and the unprofessional behavior I experienced.

  I am satisfied with the resolution provided, including the reevaluation of the offer, the monetary compensation, and the Amazon gift card close to the amount I was shorted by the auto salvage company. I was also offered a check to be mailed, but chose the Amazon gift card. Your commitment to improving transparency and customer service is noted and appreciated.

  A special thanks to ************ [Manager] for her involvement and ensuring that this matter was resolved satisfactorily.

  Thank you once again for resolving this matter to my satisfaction. I look forward to a continued positive relationship with CarBrain.

  Sincerely, 

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

• Initial Complaint

  Date:05/17/2024

  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.

  Sold my old car to Car Brain. They showed up, took the car, and wrote a check. However, the check bounced and I didnt get paid. I'm at day three and still not getting paid; they are keeping the car. Said the are "looking" into it.

  

  Business Response

  Date: 05/18/2024

  Hello **************. Our apologies that the check printed without the account number and routing number. We have begun steps for a new check to be reissued and sent to you via overnight ***** by Tuesday 5/21/2024.