Dealertrack Technologies

Review: Trading in a vehicle and did not realize that the lien had not been released off the vehicle by [redacted]. Contacted them and was told that since it was over 60 days I needed to contact mytitlesupport.com. Not able to call them and process unless I wanted to pay an additional 15% fee. I processed the request online and paid the fee for something that is rightfully mine and should have been sent to me after the lien was satisfied. Since I needed the lien release, I grudgingly paid the $23 fee. It asked if I wanted to have a fax notice prior to the arrival of the original document for an additional $5, I agreed. I have paid $28 which was immediately charged to my credit on 01/28/15 and have yet to receive the fax and the auto dealer has not received the lien release. How can you be charged for something that is rightfully yours and should have been sent to you at the end of the loan. Is this practice even legal?Desired Settlement: I would like a refund issued and the lien release sent to the dealership that is was requested to be sent.

Business

Response:

In response to a letter received from the Revdex.com, dated February 9, 2015, our employees investigated into the history of this matter. It appears from our records that on January 28, 2015, the complainant placed a web order for an additional “Lien Satisfaction” on a 2007 [redacted], Vehicle Identification Number (VIN) ending in [redacted]. On January 29, 2015 the complainant called and spoke with one of our representatives, asking to update the borrower name on the order that she had placed. The name that the complainant provided did not match the lender’s account records on file. The complainant was informed that they would need to provide a letter of authorization from the party that paid off the loan with the lienholder, and that we would not be able to process her request until we received authorization. Additionally, an email with a list of acceptable documentation and instructions on how to submit the required documentation to MyTitleSupport was sent to the complaint on January 29, 2015. We have had no further communication with complainant since January 29, 2015. After reviewing this case we find that we followed our policies and procedures and no errors were made on our part. Please do not hesitate to contact me if you have further questions regarding this matter.

Consumer

Response:

Well, you processed the request and accepted my payment. If you can not provide the information I should be refunded the fee paid. I also explained to the caller I was looking for the fax confirmation which was never received. I also stated, I had full power of attorney and would provide. Had I not called there would have been no question asked as I completed for [redacted]. This is unacceptable to take money and not provide a service. This was also not a request for a replacement lein release. The original was never sent when the loan was paid off. I do not understand how a company can withhold something that is rightfully mine and you must pay for something that should have been sent. A refund for a service not provided needs to be provided. If this issue is not resolved a lawyer will be contacted through the military to assist a disabled veteran. Thank you.

Business

Response:

In response to the rejected complaint received from the Revdex.com posted 2/26/15, our employees have further investigated the history of this matter. In response to a letter received from the Revdex.com, dated February 9, 2015, our employees investigated into the history of this matter. It appears from our records that on January 28, 2015, the complainant placed a web order for an additional “Lien Satisfaction” on a 2007 [redacted] Fusion, Vehicle Identification Number (VIN) ending in [redacted]. On January 29, 2015 the complainant called and spoke with one of our representatives, asking to update the borrower name on the order that she had placed. The name that the complainant had previously provided did not match the lender’s account records on file. The complainant was informed that they would need to provide a letter of authorization from the party that paid off the loan with the lienholder, and that we would not be able to process her request until we received authorization. No further information was provided by the complainant at that time of the call. Additionally, an email with a list of acceptable documentation and instructions on how to submit the required documentation to MyTitleSupport was sent to the complaint on January 29, 2015. Our refund policy, which the complainant agreed to prior to placing their order, states ”Eligible requesters (as defined by the applicable lienholder) that have provided us with all necessary information required to fulfill their order may receive a refund if, and only if, MyTitleSupport fails to provide the documents ordered”. As mentioned above the complainant has not met the eligibility requirements, and has not provided the required documentation that was previously requested. Once the complainant provides the required documentation, MyTitleSupport would proceed with fulfilling the complainant’s order. We have had no further communication with complainant since January 29, 2015. After reviewing this case we find that we have followed our policies and procedures and no errors were made on our part. Please do not hesitate to contact me if you have further questions regarding this matter.

Consumer

Response:

The above referenced complaint has been closed. I was not able to follow up on this until yesterday. I was out of town and had no access to email. I would like to address that the lien holder has never even been changed on the credit report. I get one around after another. These people are holding a title to a vehicle that all that needs to happen is to be sent to the dealership. I am not even asking it to be sent to [redacted]. The lien holder was originally [redacted] and then was sold to [redacted]. If you pull the credit report, [redacted] never even updated that information. How can they do that and then sell my lien to a title place that won’t even give it to the person who now holds the property. This has become ridiculous. I am trying to obtain a bill of sale but it is difficult when the lien holder won’t even help you. All I ask is for the lien to be sent to [redacted] Racine, WI. Thank you for your time and reopening this request.

Review: Ever since this company bought out [redacted] and Central dispatch, they not only raised the prices, they lowered their standards. All of the sudden this company decided that they were going to up-charge our cost from $59.95 a month for unlimited postings to $149.95 for up to 250 postings a month. The only offer 30 listings at $79.95 and 250 @ $149.95 no in-between. So if you go over to 31-32 you have to pay the additional $70. This is extortion. I've requested for a bracket between these two so that owner-operators like myself that do not post over 40-50 can fit into. Waited patiently, nothing has been done. Now, with [redacted], also bought out from Dealer Track, I am the only user on. That's supposed to be $199 a month $50 each additional user. [redacted] offered me free sample pricing in Jan/February and I took it. I cancelled in Feb/March again I spoke to [redacted]. I got [redacted] on the phone on Friday April 26th to try and find out about this whole mix up with the sample pricing and all I got was an attitude and pretty much called a liar in so many words. Dealer Track Technologies is horrible. I am not satisfied with their services at all at this point.

Product_Or_Service: [redacted] Central Dispatch

Desired Settlement: I am requesting a refund of $70 per month from December on for my Central Dispatch account, $50 for the months of Jan/Feb for my [redacted] account and a tier level between 30-250... Their numbers and pricing is ludicrous.

Business

Response:

Business Response /* (1000, 5, 2013/05/13) */

We at Dealertrack take all customer issues seriously and appreciate the opportunity to respond to Ms. [redacted]' concerns. It appears that Ms. [redacted] has two separate issues -- one with our CentralDispatch pricing, and the other with how we charged her [redacted] account. With respect to CentralDispatch, we have been very careful in setting CentralDispatch pricing so as to ensure that usage is commensurate with fees. We think the value received by higher usage companies far exceeds the cost associated with our tiered pricing model. We are sorry that Ms. [redacted] is having difficulty with our fee structure, but we are confident that the service continues to bring great value for all our customers.

With respect to her [redacted] charges, Ms. [redacted] believes that she was overcharged for her [redacted] Sample Prices feature, and that she was offered a free month of Sample Prices. Ms. [redacted] may have been confused because the Sample Prices feature is billed in arrears since it is usage based. Ms. [redacted] cancelled Sample Prices in early March, but was still billed for it later for her February usage. Although our internal notes do not reflect a conversation about a free month of Sample Prices, as a courtesy, we have initiated a $50 refund for January's Sample Prices usage.

Finally, during the month of March, Ms. [redacted] activated, inactivated, and then activated and finally inactivated an additional user on the following dates, respectively: 3/6, 3/12, 3/18, and 3/25. We charge $50 for an additional user, and Ms. [redacted] was accordingly charged an additional $50 in April for the March user. Our review of the account shows that Ms. [redacted] was billed properly for her [redacted] account, and we are initiating the $50 courtesy refund as previously mentioned. Assuming she makes no additional changes to her account, Ms. [redacted] be charged $199 per month for her [redacted] account going forward.

Thank you for the opportunity to address Ms. [redacted]' questions.

Consumer Response /* (2110, 7, 2013/05/15) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I, [redacted] accept the $50 refund. I know I was not confused I spoke to [redacted] and I tried to call him several times in February and no answer or call back. I always have to sent an email or create a ticket. Why is it that such a "Large" company like DealerTrack cannot answer or return calls. I see your attempt to insult my company "We are sorry that Ms. [redacted] is having difficulty with our fee structure, but we are confident that the service continues to bring great value for all our customers." I know how to read between the lines. This company has been promising another Tier level for months. They have even mentioned that I am not the only one complaining about the tier levels. OPEN UP ONE WITH 100 POSTINGS. It's only fair. Why go from unlimited to 30 or 250 no in between.