ComplaintsforAudi Frederick

• Initial Complaint

  03/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sold Audi my car on February 19th with $7,800 (est) remaining on a loan. They offered $15,500 for my car. Audi paid for my car to the bank on the 24th of February. I have not received the remaining equity. The reason I have been told is that Audi will not pay me until the lien release is provided by the bank. Audi has sold my car, and I still have not received a payment. When I contacted the bank (Bank of America) I was informed the lien release had been mailed on the 7th of March. When I contacted Audi to tell them, they said they have not received it, and I am not entitled to my equity check until they have the lien release

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/23) */ Mr ***** is correct in his overall description of the situation. We purchased his vehicle and promptly made payoff to Bank of America. Bank of America has not provided a free and clear title and as such we cannot issue an equity check. We have communicated with Mr. ***** ongoingly and the process was crystal clear when Mr. ***** initially sold the car. This is the same process at a Carmax or anywhere else. We have reached out to Bank of America multiple times trying to have them track the lien release, but since they sent it regular mail they simply do not know and as everyone is aware the mail isn't reliable currently. We have asked them to reissue it and send it certified. The vehicle being sold also puts us at risk and the vehicle may have to be returned if we cannot provide clear title to the new owner. The dealership is not made whole on the new transaction until titling paperwork is completed. In order to do that we need the lien release from Bank of America. While I understand why Mr. ***** is frustrated the policy is standard procedure for not only us but all major dealer groups due to titling issues and fraud. It was explained clearly and he has been communicated with consistently which is on record in our CRM with two managers as well as the sales representative. Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, your sales representative Jordan, who was later described to me as new to the team and learning processes, told me that I would get my check in a couple of days once the bank verified the payment had been made. That date was 24 February. I was never told once about a lien release until after I asked why I had not been paid for the car. I am not responsible for what the bank does or does not do. No more so than the bank cares or has any concern for my equity check. This business is holding my check at ransom for a process to which I have no control over. I have also contacted Bank of America and informed them of the situation to which I was told they mailed the lien release on the 7th of March. I offered a verification statement to be faxed in and your dealership denied the offer. By selling the car you have assumed more risk but under your own desire. I would like to be given my check now. I do not care about your risk. That is the concern of the dealership at the time of purchase. You also assume the risk that until I have been paid I am well within my right to ask for my car back. I have exercised patience to my fullest extent at this point. If the dealership decides to retain their position with this aggressive policy of holding money hostage while two major corporate offices exchange paperwork, I will elevate this to a civil dispute via Frederick District Court. Business Response /* (4000, 9, 2022/03/25) */ We are aware Mr. ***** does not care about our risk, nor should he. I was simply responding to his implication that due to the car being sold to a new owner that we now should release funds with his sale of the vehicle to us. Yesterday once I received the BBB complaint I escalated this with Bank of America and requested a certified mail of the lien release, which Matt D. explained was required to release the equity check from the very first interaction with Mr. *****, as it is with all purchased cars. If Bank of America does not respond today with confirmation of a certified lien release mailing I will request that the company policy and regular business policy of really any automotive dealership, certainly a responsible one, be overlooked due to the lien release being delayed, whether that be from mail or Bank of America. Mr. ***** is welcome to pursue any action he chooses of course with Frederick County Civil court, but since to this date we have not been provided a free and clear title it seems mute. The dealership is the customer in this transaction. The alternative option was for Mr. ***** to pay off his loan in full with Bank of America, then bring the free and clear title to us and then receive a check. The timeline for issuing a check for those funds should Bank of America not be able to produce the Lien Release today via mail or pickup in person would be Monday 3/28.

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