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All these complaints are marked "resolved" because the site claims they inform you on their website that they are a 3rd party agency. I'm complaining IN PART because that information is buried in the paragraphs that no one ever reads. The Bold Green Buttons read "Renew Your Registration Online Now" and "Visit the [State] BMV Site." If they were not trying to mislead people, these buttons would say "Renew Through Stateregistration.org Third Party Agency" and "Renew Directly through your state's BMV site."
ALSO the information about their fee is down the page and you have to scroll. No one scrolls or reads paragraphs when they're in a hurry to get their reg. taken care of during their busy day--not when there's a big green button that says "Renew Your Registration Online Now" which is exactly what they came online to do! This site is banking on that, that's how they make their money. Taking advantage of people in a hurry.
Can't mark this resolved, because I'm acknowledging that you take steps so that you can say technically you make all the right information available. MY complaint is that you're STILL taking advantage of people despite this.
Sure, everyone should read all the details any time they agree to anything. But the reality is if we all did that all the time we wouldn't have time to live our lives.
Sure, you pay people back when they complain. But how many people just suck it up and take the loss? That's where you make your money, and you know it.
So what candy-coated, carefully worded comment are you going to leave to rationalize away my complain? Hm? I worked in sales. I can smell your ilk.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for your candid feedback. We're sorry you are not satisfied with your experience, and we have taken immediate action in response. Please see our comments below:
1. We do not merely "claim" that we inform users of our third party status, and we do not hide or suppress our disclaimers. Anyone can visit our website and see that it is literally permeated with bold, prominent, explicit disclaimers -- the purpose of which is to remove confusion, not cause it. We also require that you sign your name acknowledging our third party status. The relevant language in that section of the form is underlined for emphasis; it is not buried or hidden. Again, anyone can visit our site and see this.
2. We do not hide information about our fees. Our landing page repeatedly states that we charge a fee, as well as the amount of the fee. The authorization agreement you signed explained that we charge an additional fee. The billing page shows the fees itemized before we accept payment, not after. And there are tool tips next to each itemized fee explaining what it's for. We also have an entire page on our site dedicated to explaining our fee and the various fees the state charges for renewals. That page is named "Fees" in our main navigation bar; it is not hidden or buried.
3. Our site does not exist to confuse or take advantage of people. Rather, it exists because it was our experience that dealing with the DMV was often frustrating and time-consuming. The support offered is usually rude and delayed. The services and features provided are limited. And while online services exist in most states, they leave much to be desired. We believed the online experience could be upgraded, so we created a platform with that end in mind. The result is a site that offers a wide range of benefits and features unavailable from the DMV. We make things faster, easier, and more automated -- and we provide a level of service and availability that no DMV offers, even on nights, weekends and holidays. Drivers who renew through our site enjoy one-click renewals in the future, saving them the trouble of having to complete renewal forms each year. If a customer of ours receive a ticket for expired registration, our Ticket Protection program pays the ticket in full. If they need to reach a licensing office or DMV rep with a question, we'll call on their behalf and wait on hold in their place for as long as it takes. The amount of time saved by that benefit alone is measured in months or years, not mere hours. We renew disabled veterans at no cost, and replace lost registration stickers at no cost. We reply to customer support inquiries in an average of five minutes or less. Most DMV offices take 24 to 48 hours to reply to online inquiries. There are other benefits in addition to those mentioned here, but above and beyond all of them is our Satisfaction Guarantee. If a customer is not satisfied, we'll do whatever it takes to resolve the matter. Period.
4. You said in a private email to us that you would publicly call us a scam if you did not receive excellent service and a receipt detailing how much you owed the BMV. We provided a receipt, and we tried to provide you with excellent service. We certainly have not scammed you. In fact, in accordance with our Satisfaction Guarantee, we have now fully refunded you. You have received your registration renewal completely free of charge this year, courtesy of a satisfaction guarantee that no state-run agency offers.
While we do not expect to change your mind, we have done everything we can to offer excellent service, and we have honored our Satisfaction Guarantee and fully refunded you. And despite your harsh words, we remain proud of the platform we've built and the exclusive benefits and features our team extends to your state's drivers each and every day. Thank you again for your candid feedback.