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:04/16/2024

  Type:Service or Repair 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.

  Car Brain told me that I would get $1430.00 for my truck guarantee. Then had more paperwork and then told me that I would get $800.00. My v truck is a 2012 Chev Colorado

  

  Business Response

  Date: 05/01/2024

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

  Thank you for your feedback regarding the offer for your 2012 Chevrolet Colorado. The initial estimate of $1430 was based on the preliminary details provided. Upon further review, it was noted that the truck had significant rust damage, leading to an adjusted offer of $800 to more accurately reflect its condition.

  We aim for transparency and announce adjustments to offers prior to scheduling pickup. If you have further questions or wish to discuss this matter, please contact us at ************.

  Best regards,

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair 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.

  11/22/2023 CarBrain offered a "guaranteed" price of $395 for my **** F-150.I was completely honest with the online information regarding my truck.They sent a THIRD PARTY tow company to pick it up and pay the $395 Driver spoke no English and communicated with me uncomfortably through his translator app on his phone.He immediatly offered only $50. I refused. He then contacted CarBrain (twice) and came back with an offer of $100, all the while using his phone to awkwardly communicate.I still refused and he called again. He came back and said the $100 was firm.I sensed the driver was becoming irritated after going around with him not understanding for 2 hours.I am 70 years old and having believed he was speaking with a CarBrain representative and having told everyone I sold my truck, I felt somewhat intimidated and believed that I had no choice and I reluctantly took the offer, just to get him to leave.That day sfter contacting CarBrain and speaking with ***** (who was very professional) I insisted on my truck back or the $295 shortfall on their promise.12/8/2023 ***** said my truck had already been stripped for parts and offered a $50 Amazon GC. I refused and they would not offer an optional resolution.They guaranteed $395 and the driver swindled me by renegotiating the CarBrain quote with their permission.I wanted my truck back. That not being possible I want the $295 difference to fulfill their $395 promise to settle this matter.ATT: Copy of Email from CarBrain Rep

  

  Business Response

  Date: 12/18/2023

  Hello,

  CarBrain offers are guaranteed contingent upon an accurately described vehicle. If the tow provider finds that the vehicle was not described accurately, the offer may be changed at pickup.

   This most commonly occurs with the catalytic converter being aftermarket.Offers come with no obligation, and clients have the option to turn the offer down at any point, including up to the ***************. Because you accepted the altered offer at pickup with our service partner, we could not return the vehicle to you.

   A manager reached out to you and made an offer for a gift card for the difficulties experienced, which you refused.The partner who picked up your vehicle is a recycler, and signing over the title is not required.

  We will review your file internally to learn what we can do to minimize last-minute offer changes in the future.

   -The CarBrain team

  

  Business Response

  Date: 12/18/2023

  Hello,

  CarBrain offers are guaranteed contingent upon an accurately described vehicle. If the tow provider finds that the vehicle was not described accurately, the offer may be changed at pickup.

   This most commonly occurs with the catalytic converter being aftermarket.Offers come with no obligation, and clients have the option to turn the offer down at any point, including up to the ***************. Because you accepted the altered offer at pickup with our service partner, we could not return the vehicle to you.

   A manager reached out to you and made an offer for a gift card for the difficulties experienced, which you refused.The partner who picked up your vehicle is a recycler, and signing over the title is not required.

  We will review your file internally to learn what we can do to minimize last-minute offer changes in the future.

   -The CarBrain team

  

  Business Response

  Date: 12/18/2023

  Hello,

  CarBrain offers are guaranteed contingent upon an accurately described vehicle. If the tow provider finds that the vehicle was not described accurately, the offer may be changed at pickup.

   This most commonly occurs with the catalytic converter being aftermarket.Offers come with no obligation, and clients have the option to turn the offer down at any point, including up to the ***************. Because you accepted the altered offer at pickup with our service partner, we could not return the vehicle to you.

   A manager reached out to you and made an offer for a gift card for the difficulties experienced, which you refused.The partner who picked up your vehicle is a recycler, and signing over the title is not required.

  We will review your file internally to learn what we can do to minimize last-minute offer changes in the future.

   -The CarBrain team

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20980436
  
  I am rejecting this response because:

  611342678FD5F
  Thank you for your reply..
  I do not accept the response.
  ? I described my one owner vehicle precisely and accurately.
  ? I submitted pictures as required and all of the information requested was true and
  authentic.
  ? I purchased my truck brand new in **** and the Catalytic Converter was original
  equipment and operating on the vehicle.
  ? Never once did CarBrain mention the catalytic converter, until AFTER I COMPLAINED.
  ? CarBrain GUARANTEED their $395 quote in their advertising and IN WRITING to me.
  ? After complaining, CarBrain offered a $50 gift card which was still short by $295 of the
  amount I was PROMISED by them.
  ? At pick-up the Tow driver said he was on the phone with CarBrain and that they were
  the ones offering the lower price than the quote. And at the time I had no idea they were
  a third-party.
  I am 70 years old and the tow driver spoke absolutely no English, and continually used a phone
  app to translate.
  When I refused the initial $50 offer that was $300 less than the AGREED TO PRICE, I was intimidated and confused by the tow drivers BULLYING TACTICS and his constant back and forth and LYING to me for two hours by saying he was ON THE ***** WITH THE CARBRAIN REP and that CarBrain was making the lower than their ADVERTISED GUARANTEED PRICE QUOTE.
  I expect the agreed to price $395 and will accept no less.
  Thank you,
  *******************
  
  

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  8/9/23 ****** came up to me, 1 of the fastest Mexicans I've ever seen, but besides that he claims I had 2 different license plates which is a fat a** lie, just another reason to cheat me out of my money, also he (was) talking on the phone with NO BODY, saying his boss doesn't want to give what the car is worth, I heard NO one on the phone when he was talking, ****** was only 4 feet away almost, and one more thing HIS BOSS IS A WOMAN NAMED *****,. All the parts that are to the Chrysler Pacifica were in the car but not all we're put on, so ****** says if it's not on, ITS DAMAGED, ain't that some ****, knowing all the while he put the extra 320 in his pocket or I'm taking a real good guess here but I would say his BELLY, dam he's fat

  

  Business Response

  Date: 08/11/2023

  *******,

  Our service provider sent us pictures demonstrating what they meant when they indicated you had two license plates: the license plate on your vehicle, which started with a 7, was different than the plate number listed on your vehicle title, which started with a 6. 

  Additionally, when you requested a quote, you indicated that no parts were missing. One of the questions we ask is if the parts are removed, but still available. However, you specifically noted that they were intact. A dismantled vehicle, even if the parts are still available, is very different from a vehicle where all the parts are present and intact in the car. Because you did not describe the car accurately, the driver wanted to change the offer. 

  Our service partner also confirmed that the tow truck driver did speak with the owner on the phone while there. The owner encouraged the driver not to take the car at all, and to cancel the pickup. Instead, the driver offered to purchase the vehicle at a reduced rate. You accepted the offer, and completed the sale. Because you accepted the offer and sold the car, we cannot retroactively change the terms or find you a buyer willing to offer a higher price for a dismantled car. 

  If you have any more questions, feel free to contact ******************************* or call us at **************. 

  

  Business Response

  Date: 08/11/2023

  Attached are two photos demonstrating that the car's physical license plate number was different than the license plate number listed on the title.

  As a side note, the complainer made many rude comments about the driver, and if you publish this review, I would appreciate if you could censor those portions. 

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair 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.

  On 4/10/23 we inquired about selling our **** 4Runner to CarBrain. They offered ** $650. We accepted and sent them copies of title, registration. We arranged for CarBrain to pick up our car in ***********, ** where our son goes to college - he had the car. On 4/20/23, CarBrain picked up our car at ******************** ***** parking lot. Our son gave the person the keys, title and registration. We were told that they would mail ** a check for $650. They had our names, address, phone number and email ****************** On 4/30/23 an email was sent to the CarBrain person who was working with **, ******: ************************************ (phone # ************** and text # ************) asking for an update on the $650 check. He replied on 5/1/23 saying "thank you for informing me" and nothing else. On 5/6/23 another email was sent to ****** which asked again when we would expect our check and included full name, address and phone number. We did not receive a response. We then called ****** on 5/15/23 and was told that CarBrain does not issue the checks and to contact IAA @ ************. We were told that a batch of checks was sent out on Friday 5/12/23 but could not verify that our check was part of the batch and to wait about a week. Not receiving a check in the mail, we called IAA again on 5/23/23 and was told that our check was mailed to some address in ******* and no one had our actual residential address in ** on file. We were told that they needed to stop payment on the check that was mailed to ******* and a manager would need to decide when we would get our check. We need help in resolving this matter and just want our $650 check. We feel we have been quite patient but are not getting the run around.

  

  Business Response

  Date: 05/30/2023

  Hello,

  After speaking with IAA and the client, we have successfully cancelled the original check and mailed the client a new check to their home address with ***** tracking. The client has been provided a ***** tracking number for the check, which should arrive by end of day on 5/31. 

  -The CarBrain team

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20097904
  
  I am rejecting this response because CarBrain did not ***** the check to our address which we provided MANY times over the course of trying to get our check.  They sent the ***** package to our sons college where he had to obtain package.  Upon opening package discovered that the check has again the wrong address on it.  It has the ******** and ************************* but some unknown address in *********** ** and not ****** ** OUR HOME ADDRESS. Our son attempted to deposit check into his bank account electronically but bank denied check.  Our son now has to mail ** the check using own money for postal service tracking.  We do not know if our bank will accept the check when we take it to them in person.  We have to wait another week or so to receive the check and go to bank as we work! Received phone call from CarBrain this morning verifying we received check and told them about address and was told there is nothing they can do! Again we still do not have check/money in our possession and instead of stopping payment on incorrect check and ***** new one with correct address of *******************************************************, we are told there is nothing that can be done now and if we cant cash check at bank TO CALL THEM BACK. Unacceptable behavior from this company. 
  ******** and ***********;
  
  
  Sincerely,
  
  *****************************

   

   

• Initial Complaint

  Date:05/02/2023

  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.

  On March 27, **** I sold my 2008 Chevrolet Cobalt to Carbrain. They told us they would take care of all the paperwork, we just had to provide a signed and notarized title. That sounded awesome. It was also too good to be true. Two weeks after the transaction they had still not sent the promised Bill of Sale. 4 emails (between the two cars my partner and I sold to them that week) and 16 days after the transaction I finally got an (incomplete) Bill of Sale and their latest email suddenly said "Dont forget to notify your state that you sold your vehicle to CarBrain. Print out and complete the Bill of Sale, then turn it in to your local DMV according to your states instructions." **. So they DON'T take care of all of the paperwork. This is where it gets a little inane. The **** BMV, both locally via phone and online through the state's live chat line separately confirmed to me that a Bill of Sale will NOT release all liability like a transfer of title does. The best it can do is allow you to cancel the registration/tag, which releases you from liability ONLY IF the plates are lost or stolen (and we had removed ours so that's not even an issue here). The kicker: Carbrain REFUSES to transfer the title. I've sent 4 emails and 1 text relaying the **** BMV's statements only to have them reply every time that their title department says the Bill of Sale will release liability and I just need to take it to the **** I even attached screenshots of the entire transcript of my conversation with a live **** BMV agent to the last message 5 days ago and that's when they just stopped responding. I've heard horror stories of people selling cars to these online places, their titles not being properly transferred, and then they end up being left on the hook for damage caused by a car that's no longer theirs. I don't want any chance of that happening to me.

  

  Business Response

  Date: 05/15/2023

  Our operations manager has reached out to the client by phone, discussed the CarBrain title transfer process, and provided additional documentation to the client confirming that they are no longer liable for the vehicle after it was sold to CarBrain. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20006417
  
  I am rejecting this response because: The woman who contacted me from Carbrain stated that junkyards are different and do not have to comply to the **** state laws regarding title transfer and ownership and asked if I had mentioned I was selling to a junkyard when I had obtained my information (I had not). She also supplied a letter from the junkyard containing the *** and sales amount of the purchase stating that I had junked my car with them. She stated that this letter was adequate for releasing me from liability. I followed up with the **************** of the **** BMV to verify that the law agreed with her statements. The gentleman I spoke with confirmed my concerns and said it doesn't matter who you are, junkyard or not, that car belongs to me for the rest of my life unless Carbrain finishes transferring that title. Letter from the junkyard or not, it doesn't matter. The title transfer is what matters to release the ownership liability. I provided my contact at Carbrain with a full recording of that phone call with the **************** of the **** BMV as well as the direct contact number to said department so that she can verify for herself. I sent this information 3 days ago and have not heard back until this BBB response. The issue is NOT resolved as legally I am still liable for any harm caused by my car, even in the junkyard, because I'm still legally the owner on the title. I still request that Carbrain finish the job and complete the transfer of the title. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/25/2023

  ****,

  In the case of the partner who purchased your vehicle, the partner is a scrap metal recyclist. That means they will not be selling the vehicle to someone else they will be tearing the vehicle apart for its metal. Under **** law (specifically, Section *******), a scrap metal recyclist does not need to get a new title issued in their name. Instead, they contact the local county clerk that issued the title in your case, that would be Cuyahoga County and cancel the title completely. Our partner has confirmed with ** that they followed all standard procedures for your vehicle. At this point, the best next step to confirm that the title was cancelled would be to contact the county directly to confirm that the title has been submitted for cancellation. 

  -The CarBrain team

   

• Initial Complaint

  Date:04/17/2023

  Type:Order 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.

  Provided details to this service to sell my car , after rejecting their offer and after selling the car somewhere else and telling them the car has been sold they continue to send me email and text message offers for a car I no longer own.

  

  Business Response

  Date: 04/19/2023

  The client's file was closed on April 17 per his request, and he will receive no further communication.