Complaints

This profile includes complaints for Insta Credit Auto Mart Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Insta Credit Auto Mart Inc

  910 N Bluff Rd Collinsville, IL 62234-5802

  
• 

  Insta Credit Auto Mart Inc

  4040 Jeffco Blvd Arnold, MO 63010-4214

  
• 

  Insta Credit Auto Mart Inc

  1690 White Magnolia Dr O Fallon, MO 63366-7765

  

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:04/19/2025

  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.

  I got a car from this place with a 20% interest rate. My paperwork says I am supposed to make payments until October of 2026. They have now told me it is February of 2027. I did not agree to that or sign anything agreeing to that. I have not missed any payments. I have tried to work with them to turn the car over because financially I cannot afford to spend $305 on a car every two weeks that has had nothing but operational problems since I got it. They even gave me the car when it didn't have a battery block. I almost got into a wreck because of it. The battery came loose in the middle of busy traffic and I almost got hit.

  

  Business Response

  Date: 04/22/2025

  The customer purchased a 2014 ******* Elantra with ******* miles from our dealership on July 13, 2023. The customer is in good standing with our company.
  After a thorough investigation into the customerscomplaints, I found that the customer was correct. This contract will be paid in full with a payment of $210.26 on October 16, 2026 (10/16/26) just as her contract describes.
  We are sorry for any inconvenience that this miscommunication may have caused.

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  I purchased a 2018 Chevrolet Malibu (VIN: *****************) from Insta Credit Auto Mart in ************, ** on August 23, 2024. I was told it was a reliable vehicle with no serious mechanical or historical concerns.After purchase, I discovered the car had been in a previous accident, used as a rental, and had a 36,000-mile odometer reporting gap (last reported at 102K in 2021, sold to me at 138K in 2024). These details were not disclosed to me at the time of sale.Within months, the vehicle became undrivable. A certified mechanic diagnosed major engine issues including timing chain failure, cylinder 1 misfire, PCV valve failure, and an EVAP purge solenoid leakwith repair costs estimated at over $6,000.I sent formal complaints to the dealership on March 10 and March 26, asking for a resolution (refund, trade-in credit, or repair coverage). I received no response. I am still making bi-weekly payments of $315 on a car that I cannot ******** requesting a full refund, a trade-in toward a reliable vehicle, or that the dealership cover the full cost of necessary repairs.

  

  Business Response

  Date: 04/01/2025

  Customer purchased 2018 Chevrolet Malibu with ******* miles on it from our dealership on 8/23/24.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty.  After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that she understood it and that he agreed to all terms of the agreement.
  
  After a thorough investigation, we find no mention of any service issues until the customer called on 3/11/25. This complaint was issued 7 months and ****** miles after the purchase of this vehicle.  We have requested a copy of her diagnostic to confirm her complaints and identify any possible help we can lend. To date we have not received proof that this $6,000.00 repair is needed.
  
  ******

  Customer Answer

  Date: 04/03/2025

  Complaint: 23119522
  
  I have reviewed the business' response and am rejecting it because:
  
  I am submitting this response to correct several points made by the dealership and provide supporting documentation regarding the issues with my 2018 Chevrolet Malibu (VIN: *****************), purchased from Insta Credit Auto Mart on August 23, 2024.
  
  1. Misgendering & Lack of Attention to Detail:
  In the dealerships response, I was repeatedly referred to as she when I am a man. My email account includes a clear profile photo of myself. This mistake shows a lack of attention to detail and professionalism in how my case is being handled.
  
  2. Inaccurate Timeline of Contact:
  The dealership claimed I first contacted them on March 11, 2025. Thats false. I sent a formal email outlining my concerns on March 10, 2025, and they left me a voicemail on March 11. Ive attached a screenshot of that voicemail for proof.
  
  3. Undisclosed Vehicle History:
  The AutoCheck report I was given after the sale reveals multiple issues that were never verbally explained or highlighted:
  The vehicle was a former rental, which typically comes with higher wear and tear.
  It had been in an accident on August 30, 2021, with front and rear damage.
  There is a 36,000-mile gap in reported mileage, with no service history to explain how the vehicle was maintained during that time.
  
  If I had known any of this, I would not have purchased this vehicle.
  
  4. ***** Mechanical Failures After Purchase:
  Less than seven months after purchase, the car broke down and was diagnosed with the following major issues:
  Timing chain failure
  Valve cover gasket issues
  PCV valve failure
  EVAP purge control solenoid replacement
  
  The repairs total over $5,200, and Ive already paid $1,000.02 for a diagnostic inspection. These kinds of failures should not occur in a vehicle marketed as reliable.
  
  5. I Am Still Paying for a Car That Doesnt Run:
  I am continuing to make bi-weekly payments of $315 on a car that is not even drivable. That is unacceptable. I was sold a vehicle that was misrepresented and now Im left to deal with the financial consequences.

  
  Requested Resolution:
  Given all the above, Im requesting the following:
  1.Return of the vehicle without it being marked as a repossession or hurting my credit.
  2.Full refund of my $2,000 down payment.
  3.Refund of all bi-weekly payments made on the car so far.
  4.That the dealership take responsibility for the misrepresentation and cooperate with a fair resolution.
  
  I have already filed complaints with the Illinois Attorney General, Illinois Secretary of State, FTC, and other relevant agencies.
  
  Please respond within 35 business days from the date of this message. Ive attached all documentation, including mechanic reports, inspection receipts, and vehicle history files for your review.
  
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 04/03/2025

  I am reiterating that I have already uploaded all supporting documentationdiagnostic report, repair estimate, inspection receipts, vehicle history, and initial contact screenshottwice through this portal. The businesss statement that they have not received this documentation appears to be inaccurate. Please confirm whether the attachments I submitted are accessible to the business through this complaint file. If necessary, I am willing to re-upload or email the documents directly to the BBB to ensure full visibility and a fair review

  Customer Answer

  Date: 04/03/2025

  Hello,
  Ive attached the warranty documents I received from Insta Credit Auto Mart at the time of purchase, including the Buyers Guide and the full Insta ************ Warranty agreement.
  

  These documents clearly show I was given a 90-day or 3,000-mile limited warranty that covers engine components, including those now failing on the vehicle such as the timing chain, valve cover gaskets, and PCV system.
  
  Even though I reported the issues after the warranty window, the problems were likely developing at the time of sale or existed beforehand, which points to either a lack of proper inspection or failure to disclose known vehicle history (accidents, rental use, odometer gaps).
  
  Im continuing this complaint because I believe the dealership misrepresented the condition of the vehicle and should still be held accountable.
  
  
  Thank you,
  ******** *****

  

  Business Response

  Date: 04/04/2025

  We stand by our original response. 

• Initial Complaint

  Date:03/20/2025

  Type:Billing 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.

  I have making payments on my vehicle I purchased in 2023, and I kept receiving letters telling me that I need to get insurance on my vehicle, I have had full coverage since purchase and my insurance company and I both have sent proof I have reported this ongoing issues with insurance charges related to a vehicle purchased from Instant Credit and they have refused to provide any resolution, including removing their insurance and refunding me all of the payments I have made towards that. I have contacted Universal Credit regarding the matter, they have not been of any help. I am being charged $260 bi-weekly, which includes their insurance, when in fact I should only be paying $210 bi weekly because I have my own full coverage through State Farm.

  

  Business Response

  Date: 03/26/2025

  
  The customer purchased a 2009 Buick Lacrosse from our dealership on July 21, 2023. When the customer purchased this vehicle, he agreed to carry full coverage insurance with ************************************ the lien holder until the contract was paid in full. The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, he would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were notified on 7/9/24 that the customer obtained full coverage insurance through Farmers. We were also alerted that the customer had failed to list **********************, **** as the lien holder, and that collateral protection coverage should be left in force until we were added as lien holder. The customer is familiar with our collateral protection insurance policy. He has been told multiple times that as soon as we are notified that Universal Credit Acceptance, **** has been added as the lien holder we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from ***************
  
  

  Customer Answer

  Date: 03/27/2025

  Complaint: 23091722
  
  I have reviewed the business' response and am rejecting it because: I have full coverage insurance, I need their insurance dropped. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/28/2025

  When Universal Credit Acceptance, **** is listed as the lien holder, we will be happy to drop the **** This is exactly what we said in our response as well as to the customer over the phone on multiple occasions

• Initial Complaint

  Date:02/28/2025

  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.

  I purchased a vehicle September 4, 2022 at insta credit auto mart OFallon location. The vehicle is needing a new engine after only having the car for six months now my account manager in the business supervisor are not assisting me with figuring out my engine Issues for this vehicle. They wont even help with fixing the vehicle if I buy the new engine for the vehicle. I spoke with a supervisor they were very rude and kept mentioning the warranty for the car. They hung up on me and havent gave me any answers to why the company cannot help me with fixing my vehicle.

  

  Business Response

  Date: 03/03/2025

  Customer purchased 2007 ****** Avalon with ******* miles on it from our dealership on 9/4/24.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty.  After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that he understood it and that he agreed to all terms of the agreement.
  We received notice of service issues from the customer on 2/1/24. This occurred 5 months and ***** miles after the purchase. This puts the customer well out of the warranty. We suggested that she get a diagnostic completed on the vehicle as her first complaint was about a sensor. To our knowledge she has not received an expert opinion on what is affecting the car.We have communicated to the customer that we may be able to help her, but only after the vehicle has a professional diagnostic performed. 

  Customer Answer

  Date: 03/04/2025

  I spoke with an employee in January when I first started having car issues they informed me my 90 days warranty was over with. I also, spoke with another employee on January ******* regarding car issues when she called about my car payments. I informed her my car wasnt running at the time she suggested that I speak with her supervisor by the name of **** and she told me she would put a statement in her notes for her supervisor to look over . The employee wanted me to inform her supervisor **** that my car wasnt operating and I had recipients for items i purchased or needed to purchase for my car. Once I spoke with **** she asked me to send her a diagnostic from autozone paperwork to her. Once I sent the paperwork to her email she informed me she will setup a date and time I can get my car towed to one of the companies locations that can repair my car problems. After the conversation with **** she called me that following week to make a suggestion to get the car towed to one of the companies locations or to take it to a repair shop of my choice. I towed my car to ***********************. I emailed **** all my receipts and diagnostic paperwork that was provided from ************************ I emailed **** to inform her that the car center said I need a new engine for my car. I asked **** and her supervisor ****** how can I go about getting my vehicle repair or how can I get the issue resolved. I also, put her on a 3way with a employee from the car care center for her to get a understanding on my car problems. **** and her supervisor ****** both told me they cannot help or assist with my car repairs at one of the locations and they cannot help or assist me with my car repair needs. I was treated unprofessional and I am not satisfied with the customer service **** and her supervisor ****** provided to me as a buyer. My car is my only transportation for me and my 1 year old child. My car payments are paid up until March 13, 2025. I have reached out to the company and **** to get some assistance with my vehicle problems and no one has reached back out. I have emails and sent attachments to **** showing proof that I took my car to a professional car repair shop and my diagnostic paperwork and receipts I received from the car shop. My car is still not running and is in need of getting towed. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 23002194
  
  I have reviewed the business' response and am rejecting it because: I have sent proof to the car company showing that I have diagnostic paperwork from a professional car repair shop and receipts that were sent to them regarding my vehicle problem and payments. I have emails and attachments with dates and times that I emailed to an employee for the company. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/04/2025

  We stand by our initial response.

  Customer Answer

  Date: 03/05/2025

  Complaint: 23002194
  
  I have reviewed the business' response and am rejecting it because:
  I sent over my diagnostic paperwork for my car repairs. The company asked for paperwork I just sent it. When will they assist with helping with car repairs?
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/05/2025

  I have sent over proof that I took my car to a professional repair shop. I have sent over my diagnostic paperwork to accountant at insta credit auto Mart. They have not solved my complaint and I havent been able to reach a supervisor or manager about the company response saying they will help with repairs to my car if I have diagnostics testing paperwork for my car. 

  Customer Answer

  Date: 03/06/2025

  I have a complaint about the company repairing my car. The company has asked for my diagnostic paperwork showing proof that I took my car to a legit car repair shop. The company has respond saying they will help with the car repairs if I show this proof. I have emailed this proof to them. I still havent received a response or any help with my vehicle.

  

  Business Response

  Date: 03/06/2025

  We answered BBB complaint 743848336B66F and the BBB closed the issue on 3/5/25. Why are we relitigating the same complaint a day later? We do not show or have record of any contact with the customer since 2/27/25. We choose not to alter our original response.
  

  

  Business Response

  Date: 03/06/2025

  This is the second complaint today regarding a complaint that we have answered twice, and the BBB has closed this complaint as of 3/5/25. We do not intend on changing our response.

  Customer Answer

  Date: 03/06/2025

  I have sent over my information the company have requested about the diagnostic testing for the vehicle. How can we move forward to start the process for me to get assistance from the company about the car repairs. They have stated they need proof I have took my car to a professional repair car shop. I have provided that I would like to move forward with that process. 

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have sent over my information the company have requested about the diagnostic testing for the vehicle. How can we move forward to start the process for me to get assistance from the company about the car repairs. They have stated they need proof I have took my car to a professional repair car shop. I have provided that I would like to move forward with that process. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/05/2025

  Type:Billing 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.

  My card that I pay them with had been compromised. I called the insurance company to let them know about this. There was no cancellation of my insurance. I called H3331353137**31353037H and they told me that the cancellation was sent in. The account manager told me that the insurance company sent them information that my insurance was cancelled. While talking to them, I gave them my new debit card number to take a payment this Friday, Feb 7. When I got done speaking to the account manager, I called my insurance company. They said I have had good payments for the last 5 years so no cancellation was ordered. I got a new declaration page for my insurance policy and sent it to them. This morning I received a call from them, she said because my insurance deductibles didn&#**;t meet their standards so they will increase my monthly payment to $310 a month. She got ignorant with me and said they shut my car off for being 1 payment behind. I made arrangements for the payment to come out this Fri., Feb. 7th. I would like for them to not shut my car off and keeping my payments the same as before this. I can&#**;t help that my debit card was compromised.

  

  Business Response

  Date: 02/07/2025

  The customer purchased a 2014 Jeep Patriot from our dealership on February 10, 2023. When the customer purchased this vehicle, they agreed to carry full coverage insurance until the contract was paid in full.The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, they would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were alerted that the customer no longer had full coverage insurance, and that collateral protection coverage should be added in January 2025. The customer is familiar with our collateral protection insurance policy. He paid the *** premiums for the first 4 months he owned the car until he obtained full coverage. When we are presented with full coverage insurance, we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from ***************
  

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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.

  Company sent out a blanket letter basically stating that the in house insurance would be going up starting Jan 2025. I called the business about this letter that should not have affected me and the representative assured me that it was a letter sent to EVERY instacredit customer regardless of insurance status. They told me not to pay ot any attention and that my account would not be affected. However, the last two payments that came due on my 2010 ***** accord LXP both included an extra 60$. I called again to have it reversed based on the mere information exchange with the last agent, and was told that I needed to provide proof that I had insurance to have these removed. This is unprofessional and a bit scammer-ish of them considering they had already promised that my account wasn't going to be affected. Now my accounts is behind 120$ because of their dishonesty. I could have provided the proof they needed when i called almost 3-4weeks ago for clarification but wasn't asked for it. This isn't their first time being deceitful with me either. Their website took a double payment from me a few months back and I called over 3 times in the same day trying to just get ahold of an agent and when I finally did to have the last payment reversed, the agent wrote it down but claimed no one was there to push it thru. When I called again in the middle of the pay period after waiting patiently for a refund, they again claimed that it hadn't been pushed through but they would do so. Finally I called yet again when the next payment had come due and conveniently that extra payment was levied against the new balance on my account. I wish for the xtra fees to be removed from my account as to prevent a company initiated default. I would have had the ability to prevent this had the company been truthful about the situation at first. Regardless of insurance status currently, they should have removed the last two fees based on misinformation provided by them in Dec when calling on 1/31/25

  

  Business Response

  Date: 02/04/2025

  The customer purchased a 2010 ***** Accord from our dealership on June 5th, 2023. When the customer purchased this vehicle, they agreed to carry full coverage insurance until the contract was paid in full. The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, they would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were alerted that the customer no longer had full coverage insurance, and that collateral protection coverage should be added in January 2025. When we are presented with full coverage insurance, we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from **************.

  Customer Answer

  Date: 02/05/2025

  Complaint: 22890963
  
  I have reviewed the business' response and am rejecting it because: i had and have insurance and if Birkshire had done their research as instacredit has suggested, then they would have found it and refrained from adding additional unnecessary coverage to my vehicle. Also worth noting that I mentioned already that when I called the business directly and inquired about the broad letter they send me, they told me NOT TO WORRY ABOUT IT. Their response is not at all what they told me prior to January. So regardless of the semantics, they should have removed any fees from the account when I called a week ago and requested documentation to cover the time moving forward. Had they told me what was really going on the first time in December, this could have all been avoided. They never even acknowledged that their phone calls record and that they very well have a recording with their *** telling me not to worry about the letter or respond to it. Please remove any past fees from my account and acknowledge that an insurance check was NOT ran in January at all. Because if it were, they would have found that I have insurance. 

  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/05/2025

  When the customer provides proof that they indeed have full coverage with lien holder and deductible limits that they agreed to, we will without question make the changes requested. We however will not make these changes based only on anger and threats.   

  Customer Answer

  Date: 02/06/2025

  Complaint: 22890963
  
  I have reviewed the business' response and am rejecting it because: I reject their attempt to divert the reason for reporting. It is of course to get them to do what's right since they cannot control dishonesty or lazy representatives as it occurs, only after it happens. The facts I have reported remain true and unchanged. I have never threatened anyone neither on the phone or in my complaints here so that is diversion. And I have never indicated that I was angry. Simply a customer who feels that business is not being conducted ethically. The main take away here is that people are given different answers depending on who answers the phone if anyone answers at all. 

  They have responded the way they have because they know they are wrong and they also know NOW that I did indeed have full coverage insurance through Geico that lapsed 2/5/2025 that has deductibles of $1000 each. This doesn't change the fact that I was told not to take any action at all when I called in late December which directly caused the unnecessary billing problem. Fact remains that limits could easily be adjusted. But I'd have to know that I needed to take action first. That responsibility belonged to the representative who answered the phone in December. I digress and have no other replies for this complaint. I wish it to be published to the public for transparency purposes so that customers are informed of recent business decisions which will help them make better informed purchases. 

  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/20/2024

  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.

  They are purposely trying to get my car taken from me!

  

  Business Response

  Date: 12/23/2024

  The customer purchased a 2011 Chevrolet Malibu from InstaCredit ********* on 10/22/22. The customer has paid as prescribed with only a few issues, until November of 2024. The customer last paid on 11/20/24 and is currently 3 payments behind.  We have continued to call the customer over the last month, but each of the 9 attempts have been met with this number is no longer in service.  We have also emailed the customer 3 times requesting a call back.  We are willing to work with our customer but our attempts to communicate have failed.

• Initial Complaint

  Date:12/16/2024

  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.

  Spoke with 3/4 representatives was hung up on by 2 for no reason at all. Was told a payment of 225 would be fine. (Calls are monitored and recorded this call took place 12/13/24 with ******************** in the ************ location. That was not the case Monday morning.

  

  Business Response

  Date: 12/18/2024

  This complainant purchased a 2011 ******* Elantra from us on August 12, 2023.  She financed a portion of that purchase by entering a Motor Vehicle Retail Installment Contract. The contract called for biweekly payments to begin on 8/24/23 and continue through 10/15/26.  The customer paid as prescribed by the contract terms until April of 2024. By the customers admission, this is when she had employment issues. We have helped the customer multiple times since then. The customer made a full payment on 12/14/24 but was still in arrears of $145. The customer became aggressive and cursed several of our account representatives who were attempting to secure the late payment amount. I do not find a single mention of service issues in over 16 months of customer correspondence.  The customer was transferred to upper management where she remained aggressive and disrespectful. We strive to meet our clientsexpectations, but it can be difficult at times unless we have cooperation from the customer. The customer is now current and paid through 12/26/24. We hope that this explanation will prove satisfactory to close this complaint.

  Customer Answer

  Date: 12/18/2024

  Complaint: 22692544
  
  I have reviewed the business' response and am rejecting it because: Indeed there has been issues within the last 16 months. On 11/1/23 not 90 days into this agreement with Insta-credit the vehicle was stolen from my home. Insta-credit was called and fully aware it had been stolen. When reaching out for assistance to find the car with the tracking Insta-credit could not do anything until receiving police report. Car was found in a different state and put into a tow. Not a full 90 days later the car stopped running. When contacting insta-credit service team they were not able to service nor help with service for repairs being there was only a 90 day warranty. The car was towed to a shop February 2024. Total cost for repair was $4300 and was paid to get out the shop late march this is not including any towing fees from Nov of 2023 nor in 2024. Yet payments have still continued bi-weekly without a payment missed.  The call on 12/16/24 was very unprofessional being my full payment  had already been made and yet I was being coerced  to make another payment with-in the contracted agreement of bi-weekly payments. Also the abuse of authority this company is using after raising concerns about this out of the no where payment they insisted on before cutting the vehicle back on I was teased and had to encounter offensive remarks by staff. There has not been employment issues. Still have the same employer from when the agreement started between us. In July of 2024 I went from full time to part time and did let insta-credit know. No adjustment were made and the full payment of 260 was still due bi-weekly. Ive putting almost $5000 into this vehicle that will not be applied to this loan. So, yes Im not ok with their response to this situation and would like for others to know how they are doing business and treat their PAYING customers.
  
  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/19/2024

  I'm not sure why the customer would feel we are responsible for anything after this car was stolen. The contract doesn't give freedom from payments if the customer goes from full time employment to part time employment. I am truly at a loss on what the customer hopes to accomplish with continuing this complaint, and how we could do anything more to help this customer. When does undocumented public venting become defamation?

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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.

  I lost my job but I have another job now with a different pay schedule. I get paid on the 6th and 21st of the month and told them this so that my payments could be rescheduled. They honored this but never told me about the late fees. Now they are threatening to turn off my car today or tomorrow.I would like to honor my payday schedule to make payments going forward and to drop the late fees because I was not told about this.

  Customer Answer

  Date: 12/11/2024

  I have spoken with the business and we have come to a resolution that is satisfactory to me, I would like my complaint closed.

• Initial Complaint

  Date:11/25/2024

  Type:Product 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.

  I purchased a 2013 Dodge Journey on 11/14 with a ***** mile warranty and it has had multiple repairs done to it but the check engine light came back on and the company won&#**;t take the vehicle back. I do not wish to be responsible for payments on a vehicle that has this many issues.

  

  Business Response

  Date: 11/26/2024

  Customer purchased a 2013 Dodge Journey with ******* miles on it from our dealership on 11/14/24.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty.  After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  After the limited warranty expires due to time or mileage the customer is 100%responsible for the vehicle and all repairs the vehicle requires.  The customer signed the warranty agreement acknowledging that she understood it and that she agreed with all terms of the agreement. 
  We understand how frustrating it can be when service issues arise after the purchase. These service issues can present themselves after several hundred miles have been driven. Our service department did $1,065.48 worth of policy work for the customer on 11/20/24 after the customer had driven 800 miles in six days. The customer states that the check engine light is lighting up again. All he needs to do is take it to our service department to get the help he desires.