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:11/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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/around August 2, 2024, I completed an online application with ******** to donate the vehicle that was owned by my dad, ****** *******, acting as his Power of Attorney. The title is in both his name and my mom, ***** ******* (he later added her to it). ******** uses Advanced Remarketing Services as their vendor to facilitate auto donations. The vehicle was towed away on August 10, 2024. On August 19, I received an email from ******* ******, Title Specialist, Advanced Remarketing Services. It let me know that my mom accidentally signed part of her name over the date of sale line on the title. To fix this, we completed Minnesota DMV's Application for a Corrected Title and mailed this back to Advanced Remarketing Services so the donation could be processed. (Note: the company mistakenly told us it needed to be notarized, however, in *********, it does not.) Since then, I've received two emails from Advanced Remarketing Services saying that I "did not include the original signed title" and that it is required to continue. This is incorrect; the company should have both the original signed title AND the signed application for a corrected title. I have responded to both of those emails and heard nothing yet. I would like this donation processed as soon as possible; this whole process has been a huge stressor for me and my parents. I contacted *** for help and all they did was include the link to their car donation page.

  

  Business Response

  Date: 11/05/2024

  Dear Miss *******-*******, 
  Thank you for bringing this matter to our attention. I have looked through the notes of your parents file and I apologize for the trouble you have had completing the donation process. This is far from how we want any donation to go. 
  It seems there were many errors that occurred that could have been prevented if communicated and worked more effectively by our team. You are correct that the Minnesota DMV's Application for a Corrected Title does not need to be notarized, and this was an error on our Title clerks part and apologize for the extra time you had to take to go to the bank with your parents. We are speaking with our staff to explain what went wrong and what could have been done differently to prevent the extra steps you had to take. We are using this as a training opportunity to help refresh their knowledge base. We have spoken with the auction that the vehicle is being sold at and it is scheduled for sale today 11/5/24, once the vehicle has sold we will be sending the vehicle donation receipt. Again, I apologize for the inconvenience and the donation will be resolved and completed soon.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Sincerely, 
  
  ******* *******-******* (on Behalf Of ****** *******)