Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27, **** I sold my 2008 Chevrolet Cobalt to Carbrain. They told us they would take care of all the paperwork, we just had to provide a signed and notarized title. That sounded awesome. It was also too good to be true. Two weeks after the transaction they had still not sent the promised Bill of Sale. 4 emails (between the two cars my partner and I sold to them that week) and 16 days after the transaction I finally got an (incomplete) Bill of Sale and their latest email suddenly said "Dont forget to notify your state that you sold your vehicle to CarBrain. Print out and complete the Bill of Sale, then turn it in to your local DMV according to your states instructions." **. So they DON'T take care of all of the paperwork. This is where it gets a little inane. The **** BMV, both locally via phone and online through the state's live chat line separately confirmed to me that a Bill of Sale will NOT release all liability like a transfer of title does. The best it can do is allow you to cancel the registration/tag, which releases you from liability ONLY IF the plates are lost or stolen (and we had removed ours so that's not even an issue here). The kicker: Carbrain REFUSES to transfer the title. I've sent 4 emails and 1 text relaying the **** BMV's statements only to have them reply every time that their title department says the Bill of Sale will release liability and I just need to take it to the **** I even attached screenshots of the entire transcript of my conversation with a live **** BMV agent to the last message 5 days ago and that's when they just stopped responding. I've heard horror stories of people selling cars to these online places, their titles not being properly transferred, and then they end up being left on the hook for damage caused by a car that's no longer theirs. I don't want any chance of that happening to me.

  

  Business Response

  Date: 05/15/2023

  Our operations manager has reached out to the client by phone, discussed the CarBrain title transfer process, and provided additional documentation to the client confirming that they are no longer liable for the vehicle after it was sold to CarBrain. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20006417
  
  I am rejecting this response because: The woman who contacted me from Carbrain stated that junkyards are different and do not have to comply to the **** state laws regarding title transfer and ownership and asked if I had mentioned I was selling to a junkyard when I had obtained my information (I had not). She also supplied a letter from the junkyard containing the *** and sales amount of the purchase stating that I had junked my car with them. She stated that this letter was adequate for releasing me from liability. I followed up with the **************** of the **** BMV to verify that the law agreed with her statements. The gentleman I spoke with confirmed my concerns and said it doesn't matter who you are, junkyard or not, that car belongs to me for the rest of my life unless Carbrain finishes transferring that title. Letter from the junkyard or not, it doesn't matter. The title transfer is what matters to release the ownership liability. I provided my contact at Carbrain with a full recording of that phone call with the **************** of the **** BMV as well as the direct contact number to said department so that she can verify for herself. I sent this information 3 days ago and have not heard back until this BBB response. The issue is NOT resolved as legally I am still liable for any harm caused by my car, even in the junkyard, because I'm still legally the owner on the title. I still request that Carbrain finish the job and complete the transfer of the title. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/25/2023

  ****,

  In the case of the partner who purchased your vehicle, the partner is a scrap metal recyclist. That means they will not be selling the vehicle to someone else they will be tearing the vehicle apart for its metal. Under **** law (specifically, Section *******), a scrap metal recyclist does not need to get a new title issued in their name. Instead, they contact the local county clerk that issued the title in your case, that would be Cuyahoga County and cancel the title completely. Our partner has confirmed with ** that they followed all standard procedures for your vehicle. At this point, the best next step to confirm that the title was cancelled would be to contact the county directly to confirm that the title has been submitted for cancellation. 

  -The CarBrain team

   

• Initial Complaint

  Date:04/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Provided details to this service to sell my car , after rejecting their offer and after selling the car somewhere else and telling them the car has been sold they continue to send me email and text message offers for a car I no longer own.

  

  Business Response

  Date: 04/19/2023

  The client's file was closed on April 17 per his request, and he will receive no further communication. 

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch offers. They provide offer. You call, they ask many questions not asked on initial offer and lower your offer; tell you initial offer expired, or learn you have sold some items and they now say the car is "stripped", so they can't make as much money and then back out of the offer. A scam company that does not honor it's offers. *** **** 740 I, no wheels, no catalytic converters, no damage to car. Engine inoperable. Offered $375; accepted, then asked questions. Then backed out of offer. Horrible business model; bait and switch.

  

  Business Response

  Date: 09/22/2022

  ********************,

  You first requested an offer on June 9 by completing our online form. At that time, you indicated your vehicle did not start but also said it was missing no parts. However, the next day you informed us you were not interested in our offer, so we closed your file.

  On September 19, over three months later, you reached out again and said you would like to accept your offer. Our offers are confirmed based on truthful and accurate representation. Per our terms of use, our offers are guaranteed for seven days.
  
  Your offer expired over 3 months ago. Your offer dropped $15 because the vehicle market went down. Buyers in your area don't pay the same amount as three months ago. 
  
  Finally, the last update is that you have stripped your vehicle of most of its mechanical parts and wheels. We would tell you the same thing if you provided that information three months ago. We don't buy stripped cars. 
  
  We are a reputable company and aim to provide the best customer experience to all clients. At all times, we communicated and responded to you in a timely and professional manner. 
  
  If you want to discuss your case further, a CarBrain manager can reach out to discuss your file. 
  
  -The CarBrain team

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10-13-22 I sold my vehicle to Car Brain. They arranged a pick up through copart and picked up the vehicle and delivered a check. They assured me they would transfer title within 30 days. I have continued to get toll violation notices in my name months later. The never properly delivered the **** of sale, although I kept copies of the check for sale, signed title and other documents. ON 7/26/22 I spoke to "****" at Car Brain who assured me they had properly filed the paperwork but could not provide me a copy. I have reference number ******** and check # ****** from Copart as proof of sale along with a copy of the signed title. They are allowing this vehicle to be driven illegally and have not properly transferred title.

  

  Business Response

  Date: 08/01/2022

  Our title department has provided the client with a signed and dated **** of Sale indicating that the vehicle was released to CarBrain in October 2021. The client has been informed that the *** provided can be submitted as proof to the toll agency that the client is no longer responsible for the vehicle or the fees incurred. If the client needs any additional information or assistance, we encourage her to contact our title department manager, ******************* at *****.c@carbrain or at ************.