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:12/19/2024

  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.

  This company is a complete scam! They promise you the world they take your money and then its impossible to get a hold of anybody on the Phone to help you complete the title process then they tell you to email a general email that takes 3 to 4 days to get back to you. For context, I purchased a car with a bill of sale and title. I ended up losing the title. I was told by this company that they can help me retrieve a title since I was no longer able to get a hold of the seller. They charge me $270 for the service I was told on the phone that they will help me with the entire process and all I needed to do was sign paperwork. I was also told that I will only be charged $270 for the entire process and that the title will be mailed to my address. This was all a lie. They charge you $270 for paperwork that you can find right online for free and they dont tell you that you have to pay a separate court fee which in ********** is a whole 300 extra dollars now making the cost of this $570 with no guarantee of me receiving a title. Of course, unfortunately I was not able to receive a title from the courts and when I brought this up to the company, they said theres nothing they can do to help me and they are not entitled to give me my $270 back after telling me that if I didnt get Any title, I will be compensated with my return. This company is one of the biggest frauds stay away. What theyre promising to help you with they really cannot all they do is send you a packet of paperwork you can find for free on the *** website and thats it. They do not help you with the court process at all. And its literally almost impossible to get a hold of someone to help you with this process. I spoke with two different people who told me how to do the process two completely different ways.. do not count on these people helping you to get a title. You will lose your money instead go to the *** and see how you can get a title. Or youre better off hiring an car title attorney.

  

  Business Response

  Date: 12/23/2024

  Do NOT use our professional service to attempt claiming a vehicle which you have no rights to. We urge prospective clients NOT to order from us if you know you are not supposed to be getting a title for your vehicle. This customer was in posession of a vehicle that they knew other parties have valid ownership claims on, and was trying to use our services to ake away valid ownership from another owner. We discovered that the customer knew that they were not supposed to be the owner of the vehicle, and advised them of this. The customer responded with abuse of our staff. 

  We love working with clients who have legitimate ownership of their vehicle, if it is your car, you deserve to get a title. However, if you are trying to use our professional servies and inside connections to improperly take away someone elses vehicle ownership, do not make us part of your efforts. Our court ordered title process is a powerful method to bypass the *** and get a title for a vehicle that you legitmately have aquired, even on a bill of sale. Or to remove a lien which is not valid. But don't try to use it for other puposes, that is just wrong.

  Quality honorable clients we welcome, those looking to take inapproprate actions we do not. We have access to all title records so we can see what is supposed to happen and make the proper reports on filings.

   

  Customer Answer

  Date: 12/23/2024

  I am rejecting this response because:   I bought the vehicle from a private seller, I was given a signed titled including the bill of sale and reassignment of title which you see above attached. I lost the title because it was a holiday weekend and I was moving by the time my dmv appointment came up, I realized I no longer had the title, I was told by this company that this is a common issue they help customers with getting a court ordered title for a lost title prior to the new buyer registering the vehicle on our recorded call you hear their *** saying this is more common then you think. They made a promises they could not keep. I even went to the police station and *** to make sure I was not sold a stolen vehicle and they both confirm the vehicle was not stolen and has no current owner. Obviously I wasnt the owner by paperwork because dmv doesnt let you register a vehicle without the title, i was sold the vehicle directly by the owner who gave their plates in. 
  

  Real funny they have this responsible on here but when I asked for my refund they had no legitimate response to give me. Now there calling me a lier and thief ? When clearly I have the proof that i was sold the vehicle right above. I even have a photocopy of the title from the seller which i cant use at dmv. 
  

  Stop robbing and misleading people with false promises. I have all the translations from email to text that show your company said I could be helped as a New buyer of a vehicle which I did not own yet which is the purpose of a court order title. I was very transparent about my situation before you took my money.

  Customer Answer

  Date: 12/23/2024

  I would also like to mention this company runs a Carfax before sending over the court order title paperwork, So if they believe the vehicle was stolen, then why sending paperwork to continue on to get a title? What sense does that make? Clearly, theyre only interest was taking my $270 and not caring if I resulted in receiving a title also they were not transparent about the  full fees i would have to pay in order to receive a title. when I went to submit the paperwork to the court I bumped into a problem The only reason why I could not move forward was because the court wanted an additional $300 to file the paperwork which I cannot afford. I was not told about this by this company so in result, I asked for a refund and I was told to fill out a refund form and that I shall receive a refund due to the fact of me not being able to receive a title.  So I am not sure why they are lying and making false claims. Also, I have all of the emails and text messages from me speaking with their staff. There is nowhere that you see that I am being abusive towards the staff. Please have them submit further proof. They are a scam Im trying to protect people from falling for the lies at this company gives, this company has no type of jurisdiction to actually  help anyone get a title. All they do is collect a hefty fee to give paperwork that a client can find for free online, which also was not disclosed to me when I purchased their service because if it was, I wouldve never paid for their service. I have been completely blindsided and now I am fighting for my refund for a service. They did not help me with. This is a shame. Ive also attach the second part of the bill of sale  and also the actual photo copy of the title which I received directly from the seller. How could a regular person like me receive a photocopy of a title if I wasnt given this by the seller?. And as I mentioned in the beginning, why would they give me paperwork to pursue a title if they felt it was stolen? Which I confirm both with the police station and DMV that in fact this vehicle is not stolen. There is no current owner on this car because I unfortunately was able to register it due to their lives of helping me get a title.

  

  Business Response

  Date: 01/02/2025

  Customer said:

  ------"All they do is collect a hefty fee to give paperwork that a client can find for free online"-------

  Yes, this is absolutely correct. Many clients find the convenience of having a company locate the correct documents, preparing them, intepreting them, and filing them for the client worth the cost of our professional services. For duplicate titles we also pay the government fees which are up to $90 in some states, priority shipping costs, and deal with the *** regulations. For all of this we charge $189. 

  However, we do understand some clients are on a budget and wish to save a few bucks. We welcome this clients notice for prospective customers on a budget who want to save money and do-it-yourself. 

  For those people, we provide FREE instructions on our website for do-it-yourselfers who want to save a buck, and love assisting those who want to perform their own title work. Our website is a free consumer resource with over 3000 free instructional videos, 100o blank forms, and checklists. The only time you have to pay is if you prefer to have a company work for you.

  Now, the customer also said this in their message:

  ------"and, which also was not disclosed"-------

  This is COMPLETELY FALSE. Here are the EXACT words we provide on our website, repeated 6 times in multiple locations. The customer also signed a farm agreeing that they read this and agreed to it.:

  -----"The title documents provided with this order can be searched, selected, located, prepared, and filed by the vehicle owner on their own for a lower cost. By ordering title services from CarTitles.com I am electing a higher cost for this document assistance compared to a do-it-yourself process."-----

  (screen image of this from the website is enclosed with this message)

  In fact, a customer has to click a box "yes" next to these exact words before they can even place an order. Then they have to manually sign a document confirming that.

  This is another example of the customer making clearly false claims regarding their purchase, in an attempt attempting to portray the company in a poor opinion. We do welcome honest feedback, but we are disappointed when a customer intentionally misleads the pblic for their own selfish gain. 

  You can take this customers good advice in one aspect; if you want an EASIER title process, order from us. If you want a cheaper budget result, don't give us any money, we welcome you to use our website as a free consumer resource and you can do your own title documents with our compliments.

• Initial Complaint

  Date:11/09/2024

  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.

  ON 3/20/24 I PURCHASE A SERVICE TO ASSIST GETTING A ***** FOR A CAR FROM ************. I BROUGHT THE CAR IN SEPT 2020 IN ***********. I EXPLAINED THAT I HAD THE ***** OF PURCHASE AND THE SELLER AGREE TO SEND THE ***** LATER TO MY HOME IN *******. I NEVER RECIVIED THE *****. WHEN I PURSHASED THE SERVICE I WAS TOLD , THEY HANDLE EVERYTHING, JUST SENT IN ***** OF PURCHASE AND ANY OTHER PAPERWORK I MAY HAVE. SENT MY PAPERWORK IN AND I RECIVIED A STACK OF PAPERWORK BACK FROM ************ AND WAS TOLD TO TAKE THE PAPERWORK TO THE *** (*******)TO APPLY FOR THE CAR *****. WHEN I TRIED TO APPLY FOR THE *****, I WAS TOLD THE *** COULD NOT ***** THE CAR. I SENT EMAILS TO ************ ABOUT THIS ISSUE . NO RESPONSE

  

  Business Response

  Date: 11/16/2024

  We have confirmed that this customer was attempting to use our title ******************** to obtain an official title document for a vehicle which was not eligible for a title.The customer was aware that they were not supposed to be getting a title for this vehicle, which was legally owned by another party. The attempted title transfer was properly blocked by the DMV.

  Our terms of sale clearly state that clients are only supposed to be using our services to obtain titles for vehicles they already know are eligible for a title. The service is not to be used in an attempt to bypass legal title processes.

  A screen capture from the relevant terms and conditions which were agreed to by the client is enclosed.

  The file has been referred for further investigation.

• Initial Complaint

  Date:06/24/2024

  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.

  I was sole a car with a bill of sale, and I later found out there was a lien on the vehicle. I contacted cartitles.com, they told me they could help getting the problem solve and the cost. I sent them the money ,they prepared the notice package and they sent documents to lien holder, the lien holder never replied , then they prepared a court order petition which cost me an extra $ ****** dollars to file the petition in *************, today June 24th the petition was denied and petition dismissed, the defendant cartitles.com cited in the patition was the *** as the defendant.

  

  Business Response

  Date: 06/30/2024

  We have performed a full investigation of this matter. The client placed an order for document preparation for a "Court ************** ******** The firm prepard the documents as requested, and provided them to the customer confirmed receipt. Subsequently, it was discovered that there was a lien recorded against the vehicle the customer was trying to get a title for. In spile of this, our firm then prepared lien release documents (at no additional cost to the customer) and filed them with the lienholder. As of this date, the lienholder has not acknowledged that the lien is released. We are undertaking further action with the lienholder to determine their intentions with this vehicle.

  In addition, when the customer placed the order, they agreed to this in writing and signature acknowledged: "We are preparing documents only per your request. It is entirely the responsibility of the client to determine if the title process you have selected is processed by your jurisdiction, and if your vehicle is eligible." We also make it abundantly clear that the customer could have prepared these *********************** themself for free, using the free instructions on our website. The payment for document preparation is entirely voluntary. 

  We will post additional updates once further response is received from the lienholder.

• Initial Complaint

  Date:03/07/2024

  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.

  Subject: Alert Regarding Fraudulent Use of New Mexico MVD Application by CarTitle.com Failure to Provide the Services to obtain a Copy of the Certificate Title of my Husband Car I am writing to bring to your attention a concerning matter regarding the fraudulent activities of a company named CarTitle.com. It has come to my attention that CarTitle.com is unlawfully using the application form provided by the ********** ********** of ***** Vehicles (MVD) as their own, and charging exorbitant fees for a service that can be obtained directly from your agency at a significantly lower cost.Recently, I engaged the services of CarTitle.com and paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico **** which is freely available to the public.This discovery has left me feeling scammed and deeply concerned about the deceptive practices of CarTitle.com. Not only are they misrepresenting themselves by using state documents as their own, but they are also exploiting unsuspecting customers by charging unjustifiable fees for a service that should be accessible at a reasonable cost.I believe it is imperative that the New Mexico MVD is made aware of this fraudulent activity so that appropriate action can be taken to protect consumers and uphold the integrity of state documents and services. I have made a complaint with the **** New Mexico.I urge you to investigate this matter further and take any necessary steps to address the unlawful actions of CarTitle.com. Additionally, I would appreciate any guidance or assistance you can provide in resolving this issue and ensuring that others are not similarly deceived in the future.Thank you for your attention to this matter. I look forward to your prompt response and action on this urgent issue.Sincerely,Thais *********************

  

  Business Response

  Date: 03/07/2024

  
  Our firm has completed the initial phase of the investigation regarding the claims made pertaining to CarTitles.com.
  Client/Merchant: CarTitles.com - Records Processing LLC
  Subject of investigation:  ***************************************** / CONDE, *************************
  The client has indicated that following statements and claims were made by you;
  there seems to be a discrepancy between the services promised and those actually provided. I refuse to be misled into believing that all necessary steps were taken on your end when, in fact, my requirements were not met.
  I already had the Application for the title from the *** New Mexico from it webpage at no additional cost. That was the Document you sent, it doesnt make any sense.
  If I am expected to complete the work with the ***, New Mexico myself, then what exactly is the service that CarTitle.com provides?
  providing a generic application form and passing it off as a legitimate service.
  I want to highlight the deceptive terms and conditions included in your contracts, which are not clear to clients and serve to further exploit them
  It is abundantly clear that CarTitle.com is engaging in fraudulent activities by using state documents as your own
  paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico ***, which is freely available to the public.
  deceptive practices of CarTitle.com.
  misrepresenting themselves by using state documents as their own
  unlawfully using the application form provided
  I want to make it unequivocally clear that I am not naive nor ignorant of the procedures involved. Your attempts to portray otherwise are both insulting and unacceptable. I demand transparency and accountability in this matter.
  These are serious allegations. We have addressed each one separately below. Based on the facts and evidence obtained in this investigation it appears that each one of these accusations is entirely false. 
  
  
  
  
  
  
  
  
  All evidence excerpts listed below are taken from the service descriptions made on the website of the merchant. The relevant pages are:
  ********************************************************************************
  **************************************************
  ********************************************
  
  
  
  
  
  Claims list:
  there seems to be a discrepancy between the services promised and those actually provided. I refuse to be misled into believing that all necessary steps were taken on your end when, in fact, my requirements were not met.
  Findings: There is no discrepancy between the services described, and what was provided. The services were very clearly described as document preparation only. The client agreed to the terms and conditions multiple times, and signed a document acknowledging exactly what is being provided. This is the description copied EXACTLY from the service product web page where the order is started:
  
  
  
  
  
  
  
  
  I already had the Application for the title from the *** New Mexico from it webpage at no additional cost. That was the Document you sent, it doesnt make any sense.
  The merchants description does address this exact position in the written terms of the sale:
  
  
  
  
  
  If I am expected to complete the work with the ***, New Mexico myself, then what exactly is the service that CarTitle.com provides?
  Document preparation only, for convenience. Some clients prefer the convenience of not having to look for the forms, fill them out, and print them. That is who this service is offered for. The company highly discourages clients from improperly using the service by repeating the actual services offered over 12 **** on every page of the website.
  
  
  
  
  
  
  
  
  
  providing a generic application form and passing it off as a legitimate service.
  
  We have determined that the form is not generic. It is a state specific form, specifically for the official *** title application process. The service has been determined to be legitimate by multiple government agencies. The service is frequently used by financial institutions, insurance companies, car dealerships, and also government agencies regularly pay for title services from the company. Accusing the service of being illegitimate is a false claim and will be part of the purist of damages.
  
  
  
  
  
  I want to highlight the deceptive terms and conditions included in your contracts, which are not clear to clients and serve to further exploit them
  While this claim does not specify WHICH terms are claimed to be deceptive:, the investigation has found that the terms which relate to the complaints made by the subject of this investigation are very clear. In addition, the terms and conditions have been evaluated as proper multiple times by attorneys, consumer affairs departments, government agencies, and judges. 
  In fact, the subject also confirmed that they understood the clear terms & conditions, on 2 separate occasions PRIOR to placing the order for services.
  
  
  
  
  
  
  
  
  
  It is abundantly clear that CarTitle.com is engaging in fraudulent activities 
  This is a serious legal conclusion and charge made by the subject. This will be decided by a court. The evidence to clearly show this is a false claim is included in this investigative report. This, along with other evidence and testimony may be presented at trial.
  
  
  
  
  
  
  
  
  
  
  
  
  
  paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico ***, which is freely available to the public.
  The claim is false. The subject claims that the package contained nothing more than an application form, which is available for free. The investigation determined that full instructions were included, along with the form being properly prepared. The free: form from the *** is blank and not custom prepared for the client. In addition, the package also included a vehicle history report, which was necessary to confirm that the document which was prepared by the merchant (cartitles.com) was the correct one.
  
  
  
  
  deceptive practices of CarTitle.com.
  The claim does not specify which practices were deceptive. The investigation did not discover any deception of the subject. The only false statements found in the investigation were made by the subject.
  
  
  
  
   misrepresenting themselves by using state documents as their own
  The merchant made no such representation. In fact, the merchant clearly describes that they are a private company offering services at the request of clients:
  
  
  
  
  
  unlawfully using the application form provided
  This is an accusation that the merchant has committed a crime. No reference to a specific statute has been cited. The investigation found no evidence of criminal activity. This accusation has been forwarded to the legal representatives for determination of action appropriate for false criminal allegations. It is unknown to whom these allegations have been made, but we are reviewing ***** Penal Code ***** for more information.
  I want to make it unequivocally clear that I am not naive nor ignorant of the procedures involved. Your attempts to portray otherwise are both insulting and unacceptable. I demand transparency and accountability in this matter.
  It is unknown if the subject is genuinely misinformed and did not actually read what they were buying, or if they are misrepresenting their understanding in order to cause harm to the merchant. Further background investigation of the parties is ongoing.
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/07/2024

  Tell us why here...
  Our firm has completed the initial phase of the investigation regarding the claims made pertaining to CarTitles.com.
  Client/Merchant: CarTitles.com - Records Processing LLC
  Subject of investigation:  ***************************************** / CONDE, *************************
  The client has indicated that following statements and claims were made by you;
  there seems to be a discrepancy between the services promised and those actually provided. I refuse to be misled into believing that all necessary steps were taken on your end when, in fact, my requirements were not met.
  I already had the Application for the title from the *** New Mexico from it webpage at no additional cost. That was the Document you sent, it doesnt make any sense.
  If I am expected to complete the work with the ***, New Mexico myself, then what exactly is the service that CarTitle.com provides?
  providing a generic application form and passing it off as a legitimate service.
  I want to highlight the deceptive terms and conditions included in your contracts, which are not clear to clients and serve to further exploit them
  It is abundantly clear that CarTitle.com is engaging in fraudulent activities by using state documents as your own
  paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico ***, which is freely available to the public.
  deceptive practices of CarTitle.com.
  misrepresenting themselves by using state documents as their own
  unlawfully using the application form provided
  I want to make it unequivocally clear that I am not naive nor ignorant of the procedures involved. Your attempts to portray otherwise are both insulting and unacceptable. I demand transparency and accountability in this matter.
  These are serious allegations. We have addressed each one separately below. Based on the facts and evidence obtained in this investigation it appears that each one of these accusations is entirely false. 
  
  
  
  
  
  
  
  
  All evidence excerpts listed below are taken from the service descriptions made on the website of the merchant. The relevant pages are:
  ********************************************************************************
  **************************************************
  ********************************************
  
  
  
  
  
  Claims list:
  there seems to be a discrepancy between the services promised and those actually provided. I refuse to be misled into believing that all necessary steps were taken on your end when, in fact, my requirements were not met.
  Findings: There is no discrepancy between the services described, and what was provided. The services were very clearly described as document preparation only. The client agreed to the terms and conditions multiple times, and signed a document acknowledging exactly what is being provided. This is the description copied EXACTLY from the service product web page where the order is started:
  
  
  
  
  
  
  
  
  I already had the Application for the title from the *** New Mexico from it webpage at no additional cost. That was the Document you sent, it doesnt make any sense.
  The merchants description does address this exact position in the written terms of the sale:
  
  
  
  
  
  If I am expected to complete the work with the ***, New Mexico myself, then what exactly is the service that CarTitle.com provides?
  Document preparation only, for convenience. Some clients prefer the convenience of not having to look for the forms, fill them out, and print them. That is who this service is offered for. The company highly discourages clients from improperly using the service by repeating the actual services offered over 12 **** on every page of the website.
  
  
  
  
  
  
  
  
  
  providing a generic application form and passing it off as a legitimate service.
  
  We have determined that the form is not generic. It is a state specific form, specifically for the official *** title application process. The service has been determined to be legitimate by multiple government agencies. The service is frequently used by financial institutions, insurance companies, car dealerships, and also government agencies regularly pay for title services from the company. Accusing the service of being illegitimate is a false claim and will be part of the purist of damages.
  
  
  
  
  
  I want to highlight the deceptive terms and conditions included in your contracts, which are not clear to clients and serve to further exploit them
  While this claim does not specify WHICH terms are claimed to be deceptive:, the investigation has found that the terms which relate to the complaints made by the subject of this investigation are very clear. In addition, the terms and conditions have been evaluated as proper multiple times by attorneys, consumer affairs departments, government agencies, and judges. 
  In fact, the subject also confirmed that they understood the clear terms & conditions, on 2 separate occasions PRIOR to placing the order for services.
  
  
  
  
  
  
  
  
  
  It is abundantly clear that CarTitle.com is engaging in fraudulent activities 
  This is a serious legal conclusion and charge made by the subject. This will be decided by a court. The evidence to clearly show this is a false claim is included in this investigative report. This, along with other evidence and testimony may be presented at trial.
  
  
  
  
  
  
  
  
  
  
  
  
  
  paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico ***, which is freely available to the public.
  The claim is false. The subject claims that the package contained nothing more than an application form, which is available for free. The investigation determined that full instructions were included, along with the form being properly prepared. The free: form from the *** is blank and not custom prepared for the client. In addition, the package also included a vehicle history report, which was necessary to confirm that the document which was prepared by the merchant (cartitles.com) was the correct one.
  
  
  
  
  deceptive practices of CarTitle.com.
  The claim does not specify which practices were deceptive. The investigation did not discover any deception of the subject. The only false statements found in the investigation were made by the subject.
  
  
  
  
   misrepresenting themselves by using state documents as their own
  The merchant made no such representation. In fact, the merchant clearly describes that they are a private company offering services at the request of clients:
  
  
  
  
  
  unlawfully using the application form provided
  This is an accusation that the merchant has committed a crime. No reference to a specific statute has been cited. The investigation found no evidence of criminal activity. This accusation has been forwarded to the legal representatives for determination of action appropriate for false criminal allegations. It is unknown to whom these allegations have been made, but we are reviewing ***** Penal Code ***** for more information.
  I want to make it unequivocally clear that I am not naive nor ignorant of the procedures involved. Your attempts to portray otherwise are both insulting and unacceptable. I demand transparency and accountability in this matter.
  It is unknown if the subject is genuinely misinformed and did not actually read what they were buying, or if they are misrepresenting their understanding in order to cause harm to the merchant. Further background investigation of the parties is ongoing.
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/07/2024

  I am rejecting this response because:Subject: Notice of Breach of Contract and Deceptive Practices by CarTitle.com
  
  1. The Application Form provided by CarTitle.com is a state-specific document available to anyone on the ****New Mexico's webpage.
  2. Despite my explicit request for a Copy of the Certificate of Title, CarTitle.com failed to provide any such document.
  3. CarTitle.com did not offer nor inquire about providing a service beyond the mere procurement of forms readily accessible to the public.
  4. The Terms and Conditions outlined in the contract do not align with the services offered by CarTitle.com.
  5. CarTitle.com is unlawfully using state documents as their own, as evidenced by the inclusion of the ****New Mexico's application in their package.
  6. The package received from CarTitle.com solely contained an Application from the ****New Mexico, with instructions to fill it out.
  7. CarTitle.com advertises specific documents as part of their services, yet failed to complete the process in this instance.
  8. CarTitle.com's use of state documents as their own is unlawful and constitutes a breach of contract and deceptive trade practices.
  
  It is abundantly clear that CarTitle.com has engaged in deceptive practices and breached our contract. I demand immediate action to rectify this situation, including a full refund of the fees paid and an acknowledgment of their wrongdoing.
  
  Failure to address this matter promptly will leave me no choice but to pursue legal action to seek restitution and hold CarTitle.com accountable for their actions.
  
  I trust that you will take this matter seriously and act accordingly to ensure a swift resolution.
  
  Sincerely,
  [Your Name]

  

  Business Response

  Date: 03/08/2024

  Our firm has completed the initial phase of the investigation regarding the claims made pertaining to CarTitles.com.
  Client/Merchant: CarTitles.com - Records Processing LLC
  Subject of investigation:  ***************************************** / CONDE, *************************
  The client has indicated that following statements and claims were made by you;
  there seems to be a discrepancy between the services promised and those actually provided. I refuse to be misled into believing that all necessary steps were taken on your end when, in fact, my requirements were not met.
  I already had the Application for the title from the *** New Mexico from it webpage at no additional cost. That was the Document you sent, it doesnt make any sense.
  If I am expected to complete the work with the ***, New Mexico myself, then what exactly is the service that CarTitle.com provides?
  providing a generic application form and passing it off as a legitimate service.
  I want to highlight the deceptive terms and conditions included in your contracts, which are not clear to clients and serve to further exploit them
  It is abundantly clear that CarTitle.com is engaging in fraudulent activities by using state documents as your own
  paid them a fee of $189 under the impression that they would assist me in obtaining the necessary documentation for my vehicle. However, upon receiving their package, I discovered that it contained nothing more than the application form provided by the New Mexico ***, which is freely available to the public.
  deceptive practices of CarTitle.com.
  misrepresenting themselves by using state documents as their own
  unlawfully using the application form provided
  I want to make it unequivocally clear that I am not naive nor ignorant of the procedures involved. Your attempts to portray otherwise are both insulting and unacceptable. I demand transparency and accountability in this matter.
  These are serious allegations. We have addressed each one separately below. Based on the facts and evidence obtained in this investigation it appears that each one of these accusations is entirely false. 
  

  

  Business Response

  Date: 03/11/2024

  This client purchased title document preparation and spent $189 for a duplicate title application. The customer could have done this themself for free instead of paying a company for the service of preparing the document. But that is what the service is, researching the correct documents, doing a vehicle background check, requesting a lien release, and preparing them for signature and filing. 
  Prior to purchasing the service, the client was informed of the following description: (excerpts from the service description)
  *****Company is not affiliated with any **************** of ************************** does not issue or print titles but may act as an third party administrator
  *****Much of the process is performed by the company but some action on behalf of the client may be necessary. Examples are signing forms.
  *****The fee paid to CarTitles.com is for preparing documents. You may prepare these documents on your own at no charge, so that you only have spend your own time, and not pay a fee to CarTitles.com for document preparation
  That is how the service is described to clients before ordering. 
  ******We recommend being fully informed as to how to obtain a title on your own before deciding to pay money for title service. You may decide that the convenience of document research and preparation is worth the cost, or decide that you want to save money as a do-it-yourselfer.*******
  
   Either way, we are glad to help. Our website has all the blank forms you can download FOR FREE, and over 2000 FREE teaching videos on how to prepare them. The only time you have to pay is if you want us to do the work for you. Please make yourself available of our FREE resources.
  We hope that this case file creates further awareness for future prospective clients:
  Please do not order unless you want to have a company do title work for you.
  We love to help do-it-yourselfers, our website CarTitles.com provides full instructions and video tutorials FOR FREE to anyone who wishes to do their own title work.
  When ordering anything online, please take the time to read and understand exactly what you are purchasing so that you are a fully informed consumer..
  You are not required to pay anyone to get a vehicle title. Anything that a title company does for a cost, you can do yourself for free if you prefer, all it takes is your time and research.
  In this case, it is unfortunate because all that the customer had to do was sign the prepared forms we sent, and mail them in and they would have received a title. We had already done the vehicle history research, prepared the documents, and requested the lien release from the bank. The only thing we could NOT do is sign the customer's name, (that would be forging a signature.)
  We would still be glad to help. If the customer just signs the *********************** we provided, and mail them in, well get the title.
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  I contacted car titles to find out on how to get my motorycle titled. in paid the ***** for the phone consultation and was told that i could find all the needed documents on their website, and they would be avaiable to answer questions if i had any. well i emailed them to ask where the documents were located but no reply for months. in the phone conservation they stated information that was not correct, like i neede to just go down to the *** and show them the paperwork i have and i would get a title. but that is not the case. they also stated that the ***** would be credited to me if i wanted them to prepair the documents fro me to submitt to my state but when i tried to fill out the form ther was no place fro me to enter in any information for me to get the credit i paid for the original consultation. they also stated they would like my feedback on thsi site but there is no place for me to leave any feedback.Thansk.

  

  Business Response

  Date: 12/28/2023

  Yes, if the client places an order, they will get a credit for the consultation. We have no record of the customer placing an order, just a consultation. The customer can order any time, they do not need to enter any code for the discount. Once the order is placed, the system will recognize their email address and automatically refund back the credit to them.

  So far, this customer has not actually placed any order for us to credit against.

  Customer Answer

  Date: 12/28/2023

  Enclosed is my payment for the phone consultation. I misspoke earlier it was a ***** fee. The fact that they dont have a record of this transaction is very troubling. Additionally they do not reply to my email questions like I was told in my phone consultation they would. 
  the phone appointment was on Nov 3 at 6p cst, see enclosed snapshot of appointment email confirmation. That appointment could not be made without the payment being made. 
  i have looked on their website and it seems that the ***** consultation is no longer available. 

  Customer Answer

  Date: 01/05/2024

  I am rejecting this response because:   

  Enclosed is my payment for the phone consultation. I misspoke earlier it was a ***** fee. The fact that they dont have a record of this transaction is very troubling. Additionally they do not reply to my email questions like I was told in my phone consultation they would. 
  the phone appointment was on Nov 3 at 6p cst, see enclosed snapshot of appointment email confirmation. That appointment could not be made without the payment being made. 
  i have looked on their website and it seems that the ***** consultation is no longer available. 

  

  Business Response

  Date: 01/10/2024

  We did locate the consultation record with the information provided. The original amount reference was incorrect, so the new information helped locate it.

  The reference information and links to documents the client refers to is at the following link on our website: ***********************************************************

  The credit for consultation would be automatically applied, there is no action necessary on the part of the customer. If they place an order for title services, the refund is automatically sent to the customer within 24 hours of the actual title service order being placed.  

  We hope this answers both questions asked by the customer. We are glad to be of assistance.

  Customer Answer

  Date: 01/10/2024

  I am rejecting this response because:   i tried to emaul them and they were non responsive and i had to get tmy vehicle titled so i ended up hiring a someone to file the necessary paperwork with the courts.  I would like compensation for this.  I started the process with them back in October/ early november and they ignored me untill i got the BBB invloved.  

  Customer Answer

  Date: 01/11/2024

  I am rejecting this response because:   this is the text message they sent me when yhey changed my appontyment.  I made that appontment and talked witht he guy and was told all the documents are on their web page and If i had questions I could call, or emals.  I tried both and received no responses fro months.  Additionally the required forms are NOT on the wed page and when i did try and submitt for them to fill out the required paperwork fro me at the higher fee, when i got to the pay page I was not credited the initial concultation fee.  I obviously did not ********* because i was not getting the credit. Like I stated prior, I had to seek advice elsewhere, and want at minimum the original fee returned to me at best reimbursment for the addres fee i had to pay for someone else to help me, $1,00.00

   

  ***************************;

  

  Business Response

  Date: 02/08/2024

  No, we are not going to pay this customer money for fees they spent elesewhere for getting a title. The customer chose NOT to hire ** for ********************, and then had problems with theit title. We provided a private 1-on-one consultation for them, with full instructions for how to get a title for their vehicle They DID NOT pay us for title services, we only gave them advice for how to do it themself. We sent them a link to where to get all the documents they needed. It soulds like they were not able to figure it out. Had the customer hired us to get theior title, we can assure them that it would have *** done property. Accourding to their message, it seems like they paid $1000 for a title. We would have charged $269. Sorry we were not able to help. We are researching their title records to see exactly how they got their title, for reference.

• Initial Complaint

  Date:10/26/2023

  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.

  FYI: According to the Vermont DMV, the ******* Loophole that is mentioned on this website is no longer considered a loophole as it was being exploited, as stated in the ******* article published 06/24/2023 by *******************.

  

  Business Response

  Date: 10/26/2023

  Yes, our website already states in large bold letters: "THE ******* LOOPHOLE IS NO LONGER AVAILABLE."

  This notice has been in place on our website for over 3 months. In addition, the website has been advising against the selection of the "******* Loophole" for over a year. 

  Our firm has been an advocate for the more appropriate legal processes (alternatives to *******) for obtaining a vehicle title for more than a decade. 

  In addition, this "complaint" comes from a "*****************************", who gave a fake phone number that is a pizza joint, and a fake email. (At least the pizza place the fake customer used to get a phone number is a good choice. The pizza at *****'s in ********* is excellent!).

   

• Initial Complaint

  Date:08/01/2023

  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.

  Upon reviewing the Car Titles website, the claim of ********* titles processes and also mentioned as *********, are mathematically impossible in the time frame they have been in business. And the ** address is just a mail drop address that many businesses use, upon investigation. Just letting the BBB know of these falsehoods. I got a bad vibe when I spoke with them.

  

  Business Response

  Date: 08/03/2023

  We have received this message. The writer is correct, 1 million is not the current accurate number of title cases assisted. The number is now closer to 2 million. We will be adjusting our message according shortly, once it actually reaches that milestone. We serve hundreds of clients daily, and have for 20 years. Our clients are lenders, auctions dealerships with batches of vehicles, and we also assist consumers.
  In addition, our investigative division has researched the records for that person. We have no record of ever having been contacted by such a subject. There is no record in our phone or email for having communicated with that person. In addition, a background investigation does not show anyone by that name at the location specified. There is a person with a slightly different spelling, but that person has a different phone number. The email address and phone number provided did not trace back to any found individual. Further research is ongoing.
  If "******************" is actually a genuine concerned citizen, please contact us and we would be glad to have our client relations staff walk them through our process so that they can be confident of what their options are. You can contact us at ******************************* and we will take good care of you as we do all consumers and institutions. Also, we do not require title customers to pay any fees, we assist do-it-yourselfers for free, as a consumer resource. So the customer has nothing to lose by using our site resources for free. Paid document preparation is only a voluntary option for clients who wish more convenience, not required.

  If you "******************" is not an authentic person, please come forward and acknowledge your mistake.

• Initial Complaint

  Date:06/01/2023

  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.

  I have contacted this company and sent them $200 ive used them in the past thats why I was using them again. I was in contact with someone over the phone and havent received any information regarding my title. I have emailed them 6 times and called and left messages as well as my husband since this was his doing for a car he purchased. I dont understand why they have not reached back out but they had no problem taking my money. very unprofessional. this has been going on for 2 months.

  

  Business Response

  Date: 06/01/2023

  This client ordered a "Lien Release Request" for a vehicle title in March of 2023. This was sent out successfully within 3 business days of the order being placed. About 3 months later, the client requested a "Court Ordered Title" document package. This would normally cost $270 but in this case the package was prepared AT NO ADDITIONAL COST to the client. The documents were printed and shipped via **** Priority mail. We have sent numerous calls and emails to this client responding to their inquiries, and have performed additional FREE title work for their vehicle. Most of the calls go to voicemail as the client never answers their phone. The last email sent to the customer asked them for specific questions, they never responded. We wish to assist the client, and were willing to continue to do more FREE title work, but we are unable to reach the client. Our investigative division has determined that their may be an open lien on the subject vehicle, and that the *** may have a hold on the title. We are getting verification and documentation from the lienholder and as to whether the client has a valid claim on the vehicle ownership. The account will be on hold until the client is able to be contacted by phone or email. If the client reads this, please respond to any of the emails we have sent in the past few weeks.

   

• Initial Complaint

  Date:04/28/2023

  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.

  I brought the car feb17th,2023, in ************ @ faith auto sales Llc and I left with the car and came back a few days later for the title but when I went to transfer the title over in ********** the ************* signed on the wrong spot , so than I took the title back to them to have them transfer it to the dealership or replace it some how and they said within a week in the mean time I had to buy another temp tag for the second time for $150 now the end of the month is coming and my title is still not back they keep giving me the run around and I still cant take ownership of the car until I have a title!! I just want money back in full now because why did they sell me a car if its no title

  

  Business Response

  Date: 04/29/2023

  NO, this customer did NOT do business with our company. It sounds like this consumer purchased a vehicle and got ripped off by some random car dealer (because the dealer did not give them a valid title.)

  We are a private document preparation company, and have NOTHING to do with this dealership, this customer, or issuing them a vehicle title. It appears that the consumer just did a ****** search for "car title", found our company, and somehow thought we had anything to do with them.

  Remove this customer message immediately, and inform the customer that they need to contact the correct business, not some unrelated company.

  Do NOT **** this as "Resolved", or "Answered", this should be removed completely.

  The customer CAN find FREE information on our company website on how to fix a title problem, but do not confuse that with having any thing to do with the dealership or lender that ripped them off.

• Initial Complaint

  Date:04/11/2023

  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.

  04/05/2023 $189.00 Assist with getting a bonded title Requested a cancellation and refund.Business denied my claim for cancellation and refund Order #*****

  

  Business Response

  Date: 04/11/2023

  Yes, this is correct. After ordering vehicle title documents from us, the client sent an email requesting a return of her payment for the service we provided. "5 days ago (Thu, 6 Apr 2023 at 7:19 AM)
  
  To:*******************************
  Is there a way to cancel this order? I was able
  to locate my title.
  
  
  *******"

  Our office responded to the client advising that according the the purchase agreement, this was not available:

  "The Company will not provide a refund to Customer if after ordering ******************** with Company the Customer receives the title through any other means.  "

  We prepare title documents immediately upon receiving a transaction and request from the customer. We do not like to delay order ********************** to wait to see if a client obtains their title from some other means, because our service would not have a fast turnaround. We clearly describe that: "Orders, once placed are not refundable." and it is required to agree to this prior to placing your order.

  We understand that it is a disappointment when the customer finds their lost title after placing an order. We are just glad the customer does have their title by any method, and can be less stressed about title documents.

   

  We did reply to the client as follows:

   

  To:"CarTitles Support" <*******************************>
  I am very disappointed in this service. 
  
  Shannon 
  
  C
  Client Inquiries
  replied
  4 days ago (Fri, 7 Apr 2023 at 7:54 AM)
  
  To:*******@gmail.com
  Hi ******0,
  
  We understand, we are disappointed that we were not able to assist you.
  
  CarTitles.com

  We do advise any customers considering our service, to make sure you are completely ready to order a title. We do not want to place you on a position of having to make us prepare documents if you are not sure you really need them.