Complaints

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• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair 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.

  Utilized notary service for car purchase. The notary overcharged $432 incorrectly for Pa sales tax. The sales tax charge should have been for the purchase price minus trade in. I questioned at the time of service and was told "that's the way I always do it". I verified on the Penndot site that the notary was incorrect. I called twice the next day to resolve the issue. A manager finally returned the call and said I would need to sign paperwork to resolve the issue with the state. He indicated this has happened many times and "it could be months to get a refund." I pointed out my concern at the at the time of service, I verified the correct procedure, I called first thing the next business day, I wrote the check for services and the tax directly to CNS. the notary service, not to the state. I do not believe I should have to wait for a refund based upon the employee's incorrect charge.

  Business Response

  Date: 06/27/2023

  6/19/2023

  I apologize for the error my team member made when processing the new vehicle, you purchased. Unfortunately, while much of the processing we do with PennDOT is electronic it does still require a knowledgeable and experienced Notary to avoid human error and execute the transaction properly. But you are correct that the less trade should have been applied to the transfer and you should not have been charged for that portion of the sales tax. Please note I have already used this internal error to teach and train our team in a continuing effort to improve our internal processes. We regret this mistake and CNS has every intention of getting you a full refund for the less trade sales tax you paid as soon as possible. 
   
  I would like to take a moment and provide some insight into how the funds you paid to CNS are used and how they are required by the state to be handled. When we process a title and registration electronically, the transaction happens immediately, and the funds are secured to the state right there and them. At that moment the funds are the property of PennDOT and the Department of Revenue. At this point in order to process a refund for you, we must complete a petition and show proof why you were not subject to that amount of sales tax. We will show this proof based off your buyer's order from the dealership. The buyer's order will show the less trade and the taxable purchase amount. The transfer summary show how much you paid in Sales tax, and we will use both documents to show the full amount to be refunded back to you. The department of Revenue will only issue a refund in the name of the person who paid the sales tax. And because CNS is not the person who paid the sales tax, CNS cannot issue an immediate refund. What CNS can do is act on behalf of the registered owner to do the work to get the refund processed and issued directly to the owner. My commitment is to oversee this process so that this refund will be issued as quickly as possible. As you are aware, you have completed the application to begin the process for the refund and it has been delivered to the PA Department of Revenue on your behalf.

  I am sincerely sorry for this inconvenience, and I will do everything possible to see that you receive a full refund of the less trade taxable amount paid in the fastest way possible from the PA Department of revenue. 

  Sincerely, 
  VP Of Operations 

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because:
  

  ** ******** apology is the first during this process and is appreciated but it still does nothing to rectify the issue. I walked into CNS three times during this process seeking the expertise that they sell. I did everything the notary asked me to do on the two prior visits. I questioned the issue at the time of transaction and then at the earliest opportunity the next business day. I paid CNS their fee for this professional service and expertise but obviously did not get the expertise I paid for. Its good that my issue prompted some education but again this does nothing to address this specific complaint. 
  
  Regards,
  
  ***********************