Consumer complaint received 2026-03-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Innovate Managed Holdings, LLC
State: FL

Complaint narrative:
I am filing a complaint against Innovate Loan Servicing / Innovate Auto Loan Servicing regarding failure to provide necessary title documentation for registration of my financed vehicle after moving to Florida. I am still making payments on the vehicle, so Innovate is the lienholder and I do not hold the paper title. To register the vehicle in Florida, I requested the documentation required for an out-of-state title and lien situation. Florida advised that this can be satisfied by the lienholder providing either a copy of the out-of-state title or a lienholder letter on company letterhead identifying the vehicle and lien information. On XX/XX/year>, I emailed the Florida XXXX form to XXXX. I received no response. I then called the same day and was told to send the request to the titles department, which I did. On XX/XX/year>, Innovate responded with an attachment titled Paper Title Request Acknowledgement Document. That document states that a paper title was being requested from Texas. This was not the relief I requested, and it did not resolve my Florida registration issue. I later contacted Texas XXXX and was informed that because Innovate is the lienholder, Innovate is the party that needs to handle the title process and provide the necessary documentation. Texas XXXX indicated that this was not something I needed to do myself. After hearing nothing further, I followed up by email on XX/XX/year>, asking whether anything else was needed from me. I received no response. On XX/XX/year>, I emailed again and specifically asked for a lienholder letter stating that the Texas title had been requested and was pending transfer to Florida for registration purposes. I explained that I had a court date on XX/XX/year>, and asked that they at least provide a letter because the title process did not appear close to completion. The only prior response I had received from Innovate was an email from XXXX XXXX on XX/XX/XXXX stating : Attached is the title request receipt. We will send the title to the Florida Tax Collector at the address provided once it has been received. This still did not provide the actual documentation I needed. I then continued calling Innovate. At one point, I was placed on hold for a long time and told that something had been sent that day, around XX/XX/year>, but I received no confirming email, no tracking information, and no proof that the correct documentation had actually been sent. Most recently, on or about XX/XX/year>, I contacted Innovate again and spoke with the title department. I was told they might get to it that day or the next day. I also spoke with a customer service representative who checked outgoing mail activity and told me the last shipment reflected in their system was the earlier, incorrect item sent in connection with Texas. In other words, the correct Florida registration documentation still had not been sent. I have now been dealing with this issue for months. Because Innovate has failed to provide the correct documentation, I was pulled over and have had court appearances and continued legal problems related to my inability to complete Florida registration. This is especially frustrating because I have repeatedly tried to resolve the issue, I am still making payments, and the lender appears to be the only party with the ability to complete this process correctly. I am asking for immediate intervention. I want Innovate Loan Servicing to provide the correct title documentation required for Florida registration without further delay, and to confirm in writing exactly what was sent, when it was sent, and where it was sent.

Company response to consumer: Closed with explanation