Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Failing to Register Vehicle Dear Sir/Madam, I am writing to file a formal complaint against ******* *** (Tremonte Auto Group), located at *** * **** *** ********* ** *****, for failing to register my vehicle within the promised timeframe. Below are the details of my purchase and subsequent issues: Date of Purchase: 2-24-2024 Make and Model of Vehicle: 2020 ******** *** VIN (Vehicle Identification Number): ***************** Upon purchasing the vehicle on February 24, 2024, I was assured by the dealership that the registration process would be completed promptly. Despite numerous follow-ups and assurances from the dealership, it has now been close to 90 days, and the vehicle has yet to be registered. The lack of registration has caused significant inconvenience and concern, including potential legal issues and the inability to properly use the vehicle. I have attempted to resolve this matter directly with the dealership on several occasions, but they have failed to provide a satisfactory resolution or a clear timeline for when the registration will be completed. They keep providing me with dates of when they will get the title and process the registration but none of the dates have been proven true. My insurance company has notified us that they are canceling the insurance because it is not registered. This has caused us not to be able to drive the car causing great financial harm and inconvenience. I kindly request the Better Business Bureau to intervene in this matter and assist in resolving this issue promptly. I am seeking the following resolution: Immediate registration of my vehicle as per the state laws. • Complete the title and registration process. • Compensation for any inconvenience or legal risks incurred due to the delay. • Assurance that such delays will not occur in the future for other customers. Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.

  Business response

  05/21/2024

  Mr. ******** was notified a week after his purchase the title was lost at the ** *** *nd they were unable to complete the registration until a duplicate title was received. We immediately applied for a duplicate title through ** ********* as that is who the vehicle was purchased from. We have been in communication with ** ********* on status updates weekly. Every update we receive from them, we have passed to Mr. Holleran. He is correct as their dates have not been true but it is the information we are given. Unfortunately we are at the mercy of ** ********* and the ******** motor vehicle to provide us with a duplicate. We have given Mr. ******** a temporary plate to drive his vehicle legally until the registration is complete. There is nothing I can do other than wait for the title to come in to complete the registration and Mr. ******** is aware of this. 

  Business response

  05/21/2024

  Mr. ******** was notified a week after his purchase the title was lost at the ** *** *nd they were unable to complete the registration until a duplicate title was received. We immediately applied for a duplicate title through ** ********* as that is who the vehicle was purchased from. We have been in communication with ** ********* on status updates weekly. Every update we receive from them, we have passed to Mr. Holleran. He is correct as their dates have not been true but it is the information we are given. Unfortunately we are at the mercy of ** ********* and the ******** motor vehicle to provide us with a duplicate. We have given Mr. ******** a temporary plate to drive his vehicle legally until the registration is complete. There is nothing I can do other than wait for the title to come in to complete the registration and Mr. ******** is aware of this. 

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The day I took the car home I was told that the temporary plates were only good for traveling to my house in **. Their direction changed after the registration did not come to my house as promised. The state of ************* prohibits me as an **-licensed driver from using a car with ** temporary plates. I allege the dealer knows this as any Google search will confirm this law. It is also unlawful to sell a car without a title. There was recently two dealers in NH that were arrested because of this same issue. I suggest the dealer look at  *************************************************************************************************************************************************************** The car is not drivable and I have no beneficial use of it. 

   

  The dealer also knows the legal timeline in ** to provide the buyer with title to a vehicle they sell. Nick has been in the business long enough to realize the ramifications of the situation he is in but continues to make false promises. 

  I am contemplating filing a criminal complaint next week to protect my interest in the car along with all remedies under the law. I did not want to go in this direction but I don’t know who owns the car and I put down nearly 50% of the value. On 5-2-24 Mr ******** told me to contact ** ********* which I did, and they stated a duplicate title should not take more than 10-15 days. This is certainly significantly less than the 90 days I have been patiently waiting. The new temporary plates expire on May 26th what is the new plan?
  
  The dealer has not offered a rental car or other remedies until this is rectified. As Mr ******** confirmed they keep providing dates that do not come true. I recommend that the BBB downgrade their rating and continue to support the customer in this matter. 
  
  Sincerely,
  
  **** ********

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The day I took the car home I was told that the temporary plates were only good for traveling to my house in **. Their direction changed after the registration did not come to my house as promised. The state of ************* prohibits me as an **-licensed driver from using a car with ** temporary plates. I allege the dealer knows this as any Google search will confirm this law. It is also unlawful to sell a car without a title. There was recently two dealers in NH that were arrested because of this same issue. I suggest the dealer look at  *************************************************************************************************************************************************************** The car is not drivable and I have no beneficial use of it. 

   

  The dealer also knows the legal timeline in ** to provide the buyer with title to a vehicle they sell. Nick has been in the business long enough to realize the ramifications of the situation he is in but continues to make false promises. 

  I am contemplating filing a criminal complaint next week to protect my interest in the car along with all remedies under the law. I did not want to go in this direction but I don’t know who owns the car and I put down nearly 50% of the value. On 5-2-24 Mr ******** told me to contact ** ********* which I did, and they stated a duplicate title should not take more than 10-15 days. This is certainly significantly less than the 90 days I have been patiently waiting. The new temporary plates expire on May 26th what is the new plan?
  
  The dealer has not offered a rental car or other remedies until this is rectified. As Mr ******** confirmed they keep providing dates that do not come true. I recommend that the BBB downgrade their rating and continue to support the customer in this matter. 
  
  Sincerely,
  
  **** ********

  Business response

  05/22/2024

  It is extremely disheartening to hear you would like our business to suffer for a situation that happened that was out of our hands. We did not sell a vehicle without a title. We had a title, original is scanned to prove so. The title was lost at *** during the registration process. The previous owner, ** ********* has been handling the duplicate title process. They have continuously given time lines that have not come to fruition but again, this is coming from them. I asked the ** ********* representative handling the case to reach out to you directly yesterday to explain this. The day we were told the title was lost we immediately contacted your insurance company to confirm you are legal to drive on a temporary plate. A loaner vehicle was never requested nor offered since you were legal to drive. We have renewed the temp plate before and will do so again if need be. You and I were both told yesterday from ** ********* directly that they are expecting the title any day now. If there was anything more I could do to get a title any sooner I certainly would have done so. 

  Business response

  05/22/2024

  It is extremely disheartening to hear you would like our business to suffer for a situation that happened that was out of our hands. We did not sell a vehicle without a title. We had a title, original is scanned to prove so. The title was lost at *** during the registration process. The previous owner, ** ********* has been handling the duplicate title process. They have continuously given time lines that have not come to fruition but again, this is coming from them. I asked the ** ********* representative handling the case to reach out to you directly yesterday to explain this. The day we were told the title was lost we immediately contacted your insurance company to confirm you are legal to drive on a temporary plate. A loaner vehicle was never requested nor offered since you were legal to drive. We have renewed the temp plate before and will do so again if need be. You and I were both told yesterday from ** ********* directly that they are expecting the title any day now. If there was anything more I could do to get a title any sooner I certainly would have done so. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 21, 2023, my husband and I went to the dealership to test drive a 2016 ***** ******. We put a $4000 down payment on it that day, received financing, signed the contract and was told to give them about a week for them to be able to register the car. On Friday, July 28, I sent an email to the salesperson making sure our car was ready for pick up, and he said yes, it was just waiting for us to get it. We drove down on Saturday, July 29 only to find out that they still didn't register it. They said it had something to do with a new registration because we weren't able to transfer the plates because only ***** (my husband) was on the loan. We were then told that they would deliver it to us hopefully by Tuesday, July 31. On July 31, I made contact with the dealership inquiring about when my car was going to be delivered and they said they weren't sure as the payment had not gone through yet. On Wednesday, August 1, I received a call for a GM of sales telling me that they have 10 business days to register he car and they are well within the time frame and that we would have it within the alotted time. On August 3, I received a text from the finance person with a snapshot of a conversation he sent to the guy who goes to the *** asking him to make sure to pick up the ******* plates. That was the last communication I received from the dealership. On Friday, Augusdt 4, I tried calling multiple times and kept getting voicemails. I then called on a business phone that has a blocked number and he answered and told me that the business office was supposed to get in contact with me but nobody had. He then inquired to the guy that goes to the *** about picking up my plates and he said that they are not being released because the *** was unable to process online payments. My insurance agent saw that the car was fully registered at the *** as of Thursday, August 3 at 2PM. They are now telling me that I will have to wait until Monday for the transaction to be completed.

  Business response

  08/09/2023

  Unfortunately most of this matter is out of our hands. The vehicle was purchased on On July 21th. Our office would process the paperwork needed for registration on Monday July 24th, sent to the runner on July 25th, and driven to the *** on July 26th. Typically *** processes registration within 5 business days. Because the Fairman's tried to transfer plates that were in two names and now only in one, the *** denied the transfer. We then had to resend the paperwork in only ******* name. We did drop the ball by telling them on Friday July 28th that everything was all set and ready for pickup when indeed it was not. We offered to deliver them the vehicle when the registration was completed for the inconvenience. It was completed and ready for payment on Thursday August 3rd however the *** would not take payment online due to a system outage. On Friday the payment was processed. We then picked up the registration on Monday August 6th(the first day it was ready for pickup) and delivered the vehicle to them the very next day. We take full responsibility for the estimated time for completion however the reason it took longer than expected was on the ***, not us. We followed through with our promise and delivered the vehicle the first day we were able to. 

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The statement they responded with is false. We purchased the car on July 21 and at that time we were told that we would be receiving paperwork via email within the hour that we needed to get to our insurance agent and then return required paperwork. On Monday, July 24, I made a call to the dealership in regards to not receiving that paperwork and I needed it ASAP so I could get the process going. At that time they asked for my insurance agents contact information and they said they would deal directly with them. At 4:25 PM on Monday, July 24 I received a call from my insurance agent asking what vehicle we were purchasing because they were sent paperwork for a Chevy Tahoe. I told her no, that we were purchasing a 2016 ******. Since it was close to the insurance office closing, the agent called first thing on Tuesday, July 25, to ask for the correct paperwork, only to be told that either person they needed to speak with was off on Tuesday. She then called again on Wednesday, July 26 and asked for them to send the correct paperwork. It was received, unsigned by us, the buyers, but the agent sent it back stating that before it went tot the registry they needed to have us sign it. I then reached out on the 27th to make sure it was all set and going to the registry and I was told yes. I asked how it would go to the registry if it was not signed by us, and they said they do this all the time and the registry will process it with no problems. Now we move to Friday, July 28th and I email them and ask if the car is all set, and the response was, yes, it is just waiting for you, what time will you be here i the morning. I responded by telling them by 10. Saturday, July 29, we drive 2 hours South to get our car only to find out "there is an issue with getting it registered." They did have us sign the registry paperwork, the one that the insurance agent questioned earlier in the week, supposedly only to send it to the agent. We didn't understand why we were being told this because the email stated it was all set. They did accept accountability for this mistake and we were told that they would make it right by delivering it Monday, July 31 or Tuesday, August 1st even if they had to do it personally.  Tuesday, Aug 1 I texted them asking for an update with no response. Wednesday,, August 2 I sent another text asking for an update no response to that text, late morning I asked for someone to call me, I received a call form the GM of sales stating that they have 10 business days to get a car registered and they were well within their window of completing this task. His voice got elevated and was very annoyed with the questions I was asking, Shortly after that I received a call saying that we must have some unpaid obligations because the registration is stalled. I had my insurance agent look through everything and we do not have any unpaid obligations, so that , we feel , was another stall tactic. I had been notified by my insurance agent that a registration was issued on August 1, so I was completely baffled on what they were trying to tell me. On August 3, I then called the GM back and was asking for clarification and he got very short with me, told me they had 10 business days to complete this and that he didn't know if I thought Saturday and Sunday counted as business days, because they don't! Then I was informed that the registry was down and they weren't processing payments, but yet as soon as the insurance company received notice that the registration had been issued, I needed to put a down payment for the insurance plan since it was a new registration. We then move to Friday, August 4, where I received a text saying that if the registration is ready, they will pick it up if it was paid. I finally got ahold of them early Friday afternoon and was told that they honestly don't know what is happening because they do this all the time and this never happens. They couldn't answer why I have proof that a registration was issued, but they don't have it. All I kept getting was the run around. That is when I filed with the BBB. On Monday, August 7, I received notification that they have the plates and registration but didn't have a driver until Thursday. That was not at all acceptable to me and told them it needed to be Monday afternoon or Tuesday morning because this is ridiculous. I then received text asking if Wednesday would be okay and I responded no. Later in the day I received a call from the GM of sales saying they had drivers on Tuesday morning, and I said that was fine. My car was to be delivered with a full tank of gas, the drivers would let us know when they were 15 minutes out, neither of which happened. They delivered my car with 3/4 of a tank of gas. Consumers need to know that the service that we encountered here was awful. We kept getting different answers, demeaned and not a valued customer. They were also rude to my insurance agent and even hung up on her. I have bought many cars during my life, and this situation, by far, was the worst situation I have ever been involved in. I feel that the owner of the 13 dealerships, needs to know what kind of people he is employing. 
  
  Sincerely,
  
  **** *******

  Business response

  08/14/2023

  The fact of the matter is we had the registration in hand the very first day we are able to and delivered the vehicle the following day. If communication was poor, I apologize but I do not control ***. When it was able for pick up, we picked it up and delivered you the vehicle the very next day.

*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. ↩