KeySavvy

We’re sorry this transaction ended this way. Having a buyer back out after you’ve committed to selling your vehicle is frustrating, and we understand why you were disappointed. In transactions like this, we can’t force a buyer to complete a purchase if they choose to cancel. While we work to verify participants and facilitate the transaction, we can’t control another party’s actions. We also want to clarify that our support team is available by phone, chat, and email throughout the process. If we fell short of your expectations for communication, we sincerely apologize. Our goal is always to return sellers to a position where they can move forward as quickly as possible if a transaction doesn’t close. We’re sorry this experience didn’t meet your expectations, and we appreciate your feedback.

Hello, We sent the original title packet on April 1. Shortly thereafter, you notified us that the package had been severely damaged during transit. While the title itself was not expired or incorrect, we agreed that due to the condition of the package and documents, it may not be accepted by the DMV. At that time, we requested photos of the damage so that we could file a claim with FedEx. However, we were informed that the delivery driver had taken the package back before photos could be obtained. FedEx later redelivered the package on April 9. Once we received photos of the damaged documents, we immediately requested a replacement title on your behalf and did not charge you for the associated replacement fees. You also requested that we not use FedEx for the replacement shipment. We honored that request and sent the replacement title via USPS Priority Mail on April 16. USPS tracking shows the package was delivered on April 20. The tracking information was uploaded to your dashboard, and notifications were sent when the replacement packet was shipped. On June 4, you contacted us indicating that you had not received the replacement package and believed we had sent the wrong title. After reviewing the history of the transaction, we confirmed that the original issue involved shipping damage, not an incorrect or invalid title, and that the replacement package had been marked as delivered by USPS. Had we been notified shortly after the package was marked delivered, we may have been able to work with USPS to locate the shipment or initiate a claim. Unfortunately, given the amount of time that has passed since the documented delivery date, those options are no longer available. We understand that this situation is frustrating. However, it is important to clarify that at no point did we provide an invalid, expired, or incorrect title. The original title was replaced solely due to shipping damage, and the replacement title was subsequently mailed and confirmed delivered.