ComplaintsforPinkham Lincoln Automotive

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ****** paid off the lien on her car on 6/28/2022 but the dealership has yet to transfer the title. We have contacted them numerous times, always receiving an excuse and trying to place blame on the finance company but they were the dealership we were dealing with and it remains their responsibility to transfer the title with the state.

  Business response

  08/24/2022

  ****** **** paid off her vehicle on 6/28/2022. All paperwork was completed via e docs.  The payoff to ******* ********** ********* Services was valid thru 7/22/22 which was when Pinkham Lincoln Automotive submitted the payoff electronically to ****, also the dealerships title clerk, ***** ******, faxed and emailed the buyers order and mileage statement to ****, verified **** receipt of buyers order and mileage statement with a follow up phone call.  On 8/10/22 ***** was made aware that **** told customer that they did not have the mileage statement, therefore they were unable to release the free and clear title to us.  At that time, ***** called **** and spoke with a representative by the name of *****. ***** confirmed that the customer had been told about the missing documents.  Upon further investigation by *****, she found where all documents from us were receipted in, but someone failed to scan the documents into the appropriate system. Once again ***** faxed the required documents to **** and ***** confirmed receipt of said documents.  ***** requested ***** contact the customer to inform them of Lincoln's error in processing the title in the normal fashion.  ***** did indeed call ****** **** via conference call including *****, ***** and Mrs. ****.  During this call **** accepted fault for the title delay and stated that it would be processed and mailed out by Friday, 8/12.  On 8/22 ***** called ***** @ **** about the title again and she stated that the title would be mailed out that day via ** ****** ******* from *****.  ***** asked about expediting the shipping to overnight *** and was even willing to supply **** with our account number, but ***** said that if we cancelled the current shipping method it would delay the process another 24-48 hours.  Wanting to get the title ASAP, she elected to accept **** assurance on the mail.  As of 8/24, we have not received the title from ****, but you have my assurance that the minute we receive it from ****, we will proceed with the appropriate transfers immediately.  It is indeed our responsibility to transfer the tile with the state but I disagree vehemently with ******* **** statement of creating excuses and attempting to place the blame on the finance company.      

  
  

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

  President

  
  

  Pinkham Lincoln Automotive

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Why the lengthy delay between receipt of funds from us (6/28/2022) and payoff of lien with finance company (7/22/2022) - almost 30 days lapsed before dealer began process of releasing the lien & transferring the title. Multiple emails from dealership indicated they were on top of the process, and never indicated they delayed sending the finance company our funds for almost 30 days.

  Does the dealership have the title in their possession yet?
  
  Regards,
  
  ******* ****

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