Walters Toyota complaints

Company states: This customer requests title and plat to vehicle purchased on July 22, 2021. Our ultimate goal is customer satisfaction. We have responded to Mr. Bolden each time he has contacted us in regards to his request. This vehicle was traded for on July 12, 2021 to our sister company Walters Mazda. At the time of the trade, the customer signed paperwork guaranteeing the title clear of any lien within 30 days of trade. In August we contacted the customer and was told the title had been mailed but they could not supply us with the date or the address it was sent to. The title clerk that had been handling the situation was out due to COVID illness for the entire month of September. We had new title clerks handling paperwork for all of our stores. We contacted the customer that traded the vehicle to apply for a duplicate title and was told she had applied for the duplicate. In October, we contacted the WV DMV to check and was told it had never been applied for. (The vehicle had a lien with Lendmark Corp.) We applied for the duplicate with West Virginia in October. The turn around time for paperwork, due to the COVID epidemic and the backlog of paperwork to be processed in West Virginia DMV has been from six weeks to two months. We received the paperwork back from WV title office rejected due to need of lien release from Lendmark. We requested and received a lien release from our local Lendmark and resubmitted the request for duplicate to West VA DMV. We received paperwork back from DMV rejecting the lien release and needing one from the West Virginia based company. We requested from them and received a faxed copy and returned it to the DMV for processing. In December we received another rejection needing an original lien release. When we finally received the original lien release on December 27 we returned the paperwork to WV DMV. In January the customer called and wanted to change of address for the plate to be mailed. On January 12, 2022 called the DMV to check on status. They had received the paperwork, but could not give us an ETA. On Feb 22 we received paperwork back due to lack of notary stamp on the lien release. We had to contact Lendmark lienholder to get yet another lien release. On 2/9 we returned requested document to DMV. We finally received the duplicate title on Feb 17 and sent the paperwork to our clerk's office to be processed. On 2/19/22 we mailed the plate and registration to the updated address requested by the customer. The titles are printed in Frankfort and can take up to six weeks for them to process. This has been an exceedingly frustrating process for both us and our customer. There has been correspondence throughout with Mr. Bolden.

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