Consumer complaint received 2022-05-17
Company: Byrider Franchising, LLC
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/XXXX I agreed to purchase a vehicle from XXXX XXXX XXXX ( J.D. Byrider ) for {$12000.00} at an interest rate of 21 % and a total cost of {$20000.00}. I completed my final payment on XX/XX/XXXX. I never received a lien release or title from them after this date. As I was still living in XXXX  I was able to register my car each year without issue and thought nothing of the title. 


In XXXX of XXXX I moved to XXXXXXXX XXXX. On XX/XX/XXXX I attempted to register my car and was informed that I would need the title. I searched through all of my important documents and then realized my car title wasn't among them. 


I called XXXX XXXX sometime before XX/XX/XXXX to inquire about getting a copy of the Lien release or title. The representative I spoke to informed me that they only send them electronically DIRECTLY to the DMV, and that I would need to reach out to the DMV. 


Taking the representative on their word, I decided to fill out the " Duplicate Title/Lien Request and Receipt '' form for the XXXX  DMV XXXX The DMV denied the first request stating that it needed to be signed by a witness. I then sent the form a 2nd time and this time it was rejected due to a lien still being on the title. 


I reached back out to XXXX XXXX on XX/XX/XXXX to request a copy of the lien release or have them provide me with a new one. I explained to the rep that I never received the release and would like a new one sent to me. This rep told me that they don't keep copies on file and once a lien release has been sent they can't send another. After explaining to the agent how that makes no sense if it was all done electronically, the rep said they would request for one of their admins to email it directly to the DMV again. I asked them to please send me a copy directly and at first they refused and stated they would only send it to the DMV. The rep finally agreed to request a copy be sent to me and the DMV for electronically. I did not receive a lien release to my email. 


I called XXXX XXXX on XX/XX/XXXX and asked if they saw the request for it to be sent out. This rep said that they would mail it out and so I provided this rep with my updated XXXX  address and again I was reassured that it would be sent out by an admin by mail. 


On XX/XX/XXXX I called once again and was told that the lien release was mailed out on XX/XX/XXXX. I asked if I could speak directly to an admin and was put on a long hold that eventually was disconnected by their end. I called back shortly after and spoke to a different rep who informed me she would have a lien release emailed to me right after the call. 


Throughout all communications with this company I have been given several different stories that do not add up. They have all been able to clearly tell me that the car has been paid off in full and that I no longer owe any money to them. There should be absolutely no reason why they would not have copies of things they have sent me or the DMV " electronically '', and no reason why they can't to send me a new lien release or letter head stating the vehicle has been paid off. 


On XX/XX/XXXX my ( XXXX ) nd temporary XXXX  tag will expire for my car and I will no longer be able to drive my purchased ( {$20.00}, XXXX ) car legally. My apartment complex will also have the ability to have it towed without proper tags.

Company response to consumer: Closed with explanation