ComplaintsforInsta Credit Auto Mart Inc

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I HAVE FAITHFULLY BEEN PAYING MY CAR NOTE EVERY TWO WEEKS, I AM BEHIND BUT ON 2/25/22 I TRIED TO MAKE A PAYMENT OF 226- OR EVEN 300 $ TO BRING MY ACCOUNT UP, ON 2/25 I WAS BEHIND ONE PAYMENT AND DUE A PAYMENT ON THAT DAY. TYPICALLY ANY OTHER TIME IM DUE TWO PAYMENTS I MAKE MY REGUALR 226 AND THEY TURN MY CAR ON. AT THIS TIME REP REFUSED ME UNLESS I PAID 380 , THATS 190 X2.. BUT MOSTLY BECAUSE I HAVE A CHARGE OF 159$ ON 1/14. I HAVE NO CLUE WHAT THAT CHARGE IS FOR AND THEY ARE REFUSING TO TELL ME UNLESS I COME INTO THE BUILDING, AND CURRENTLY MY VEHICLE IS OFF. ROBERT THE MANAGER, REFUSED TO LISTEN TO ME, HAS THE WORST ATTITUDE AND DOES NOT CARE AT ALL ABOUT THE FACT I HAVE BEEN PAYING EVERY TWO WEEKS. HE THEN SAID TO ME HE DOES NOT CARE WHAT I AM SAYING, HE SAYS PAY OR HE WILL REPOSSES MY VEHICLE. AGAIN I PAY EVERY TWO WEEKS, THEY ARE REFUSING TO TURN MY CAR ON UNLESS I PAY 2 FULL WEEKS BUT IN THE PAST THEY HAVE NEVER DONE THAT AND ROBERT THE MANAGER IS REFUSING TO LISTEN OR HELP ME IN ANYWAY.,

  

  Business response

  03/11/2022

  While we disagree with many of the statements and characterizations made by this customer in her complaint, we are happy to report that since making the complaint the customer has indicated she is satisfied with the explanation of the charges to her account, she has made a significant payment toward her past due balance, and she has made commitments to get her account 100% current.  We consider this matter to be resolved, but we encourage the customer to follow up with her Account Manager should she have any further questions or concerns.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, this Company has lied to us several times. They fixed our car and we took out a Loan through them to get our Engine Light off and it's still on. They took 900 plus out of my Account in one month. Went in my Account three times. They turned my car off and they are over charging me and my car is still not fixed.

  

  Business response

  01/24/2022

  Upon receiving this complaint we immediately reviewed the customer’s account in an attempt to determine the basis of his audacious claims.  The first thing we noted is that this customer purchased his vehicle from us on 04/12/2019 and we have been in contact with him fairly regularly since then.  Secondly, the service history of this customer’s vehicle showed that the last time we saw his vehicle was when his wife stopped by in June of 2021 and complained about a rough idle on cold startup.  However, she was unable to leave the vehicle with us for evaluation and unwilling to schedule an appointment.  So, we were not able to diagnose the issue or even attempt to repair it.  Importantly, with regard to replying to this complaint, our service records indicate that the check engine light was not illuminated at that time.  Lastly, although the customer’s account has been consistently in arears for over 18 months and although we have had to disable the starter on the vehicle on occasion due to nonpayment, the payment history on the account does not indicate that the customer ever paid $900 toward their account in any month.  To say the least, we were absolutely confused as to what the customer could possibly be talking about in this complaint.
  
  We then reached out to the customer for clarification and to attempt to explain to him anything about which he has questions.  The customer advised us that it was actually his wife that filed this complaint and he apologized for being aggravated.  We explained that we don’t have any record of $900+ being received from him in any given month.  The customer claimed his bank statement showed otherwise and we encouraged him to bring it in so that we can help him get to the bottom of it.  The customer agreed to do so.  However, as of this writing neither the customer nor his wife have brought us any evidence of their claim.  We have followed up with them daily since we received this complaint and despite their commitments to come in to allow us to help them and clear up any confusion they may have once and for all, they have failed to visit our store and they have yet to provide us anything that supports their claims.
  
  We have been in business for nearly 30 years and we have thousands of very satisfied customers.  We are an above board operation and we have absolutely no reason to lie to anyone about anything.  We have a full-time team of Account Managers standing by 6 days a week for up to 10 hours a day to answer any questions any of our customers may have.  If any of our customers are ever confused about anything, we are more than happy to take the time to explain anything for them that pertains to anything having to do with our company.  If this customer wants an explanation of anything, it is not necessary to file a complaint like this with the BBB; simply pick up the telephone or stop by our dealership at your earliest convenience.

  Customer response

  02/01/2022

  I have Proof that the Business took 900,00 plus out of my account, I also took my Vehicle to the Company around 7 to 10 times because after they fixed the Vehicle it still wouldn't pass inspection due to the fact the Engine Light was still on. So the Company kept telling me to drive the car 100 miles every time I took the car back. The problem with the Cold Start I took my Vehicle to them again, they kept it over night I picked it up the next day. Still the car did not pass inspection. Finally I took it back to the Company they hooked it up to some Machine, they told me to go try the Inspection again, I did it passed and the same day the engine light came back on. I took a loan out with the company to get it fixed and they are charging me almost double to pay them back for a car that still has problems. They will cut the car off on a Saturday night or Sunday morning and we can't reach them until Monday. Sometimes it takes a day or two to get in touch with ****. My name is ****** ***** and I'm sending you this for my husband. He is 68yrs old and he doesn't understand some things. I took the car back and forth to the Company. They kept the car a numerous amount of days when we had them fix it. My husband was also told that if he wanted to change out cars he had seven days from the day it was brought, then we were told three days after it was brought that we couldn't switch out. They have been calling me trying to get me to come to the Company to sign off on this Complaint.

  

  Business response

  02/15/2022

  After receiving the follow-up message from our initial response to this consumer’s complaint we once again reached out to the customer for more information and to offer our assistance.  After much discussion with the customer’s spouse, she told us her husband’s income has been reduced significantly since purchasing from us almost 3 years ago and she indicated that was the root cause of her complaint.  While we sympathize with the customer, the claims made by the customer’s spouse in this complaint are not supported by our records or the written agreements into which we entered with this customer.  We stand by our initial response to her complaint and we will do our best to work this consumer as they work through their struggles.

  Customer response

  02/17/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  Good evening, this is not true at all. I took proof to the Company on 2/6/2022 and asked why was it that they took Monies out of his account Six times in January. I also showed them Bank Statements. I was told if I drop the Complaint with your Business they would work it out. I also had proof of the many times I had to go get an Emissions after they fixed the car in May of 2021 they kept telling me it's been over a year since they worked on the Vehicle. I had proof of the Date with signatures. I was informed by ******, ***** Supervisor that I caused a lot of problems by contacting you all and he also told me to contact you all and drop this. And that I caused them to look bad. Well I don't want them going into our account six to seven times a month either. If we are paying them 3,000 or more in installments for repairs then this problem should have been resolved when I kept going to the Company for help with the repairs they did on my car and the car has been shaking and the engine light came back on a month or two after they repaired it. And my husband and I are paying a Loan and everytime I took the car to them it was the same talk. The same thing. We just need to be for real on this. My husband was sold a Lemon. Three days after we brought the car the engine light came on. We contacted the company they told us we had to pay them 65.00 to look at it and get an estimate on the cost. We went a year and we paid the company 65.00 to look at the car and Paid them 600 plus to fix it. The car ran the same. Then they told me yesterday that I would have to pay them 65.00 more dollars to see why it's having problems with the Cold Start and the engine light which they were supposed to fix all the Codes listed on the paper I took to them. And pay them again to re fix it. That was our conversation yesterday. And yes my husband can pay the car note and the Loan in installments but only two times a month like it says in the Contract. Not six to seven times a month. And I'm still trying to figure out why after they took the car note out then the loan payment then the insurance. Why did the charge him an extra 310.00 after they took out 5 to 6 payments out already. The main thing they are asking me to do is to drop the BBB I want everything to be fair and right first. That's the reason I contacted you. I honestly feel that we are not being treated fairly. So with that being said they LIED to your Company. Thank you.

  Also he told them in 2019 he was on a fixed income and he lost his job in 2019 so they already knew that he was no longer working. He's on SS. And the car still needs repairing but they want me to pay just to get it looked at. And pay them again to fix it. Please take heed to that part 

  Since my meeting with Instant Credit Auto Mart yesterday, I was they would not turn the car off until we figure this out. Well they cut it off and we can't push it in a safe place.

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

  

  Business response

  02/24/2022

  We stand by our previous two responses to this complaint.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged for a service they just provided 4 months ago, although they told me it could have possibly been a faulty part from their department they are still charging me for labor, diagnostic, towing, and office supplies. I don't understand how I am paying for something that was just done less than 6 months ago. I was still under warranty when they Replace the alternator 4 months ago but now as of as of one month ago my warranty has expired I understand the agreement on the warranty but don't understand how I'm paying for the exact same service that was just done 4 months afour months ago. I'm not sure if they even fixed it before. The mechanic admitted it could have been a faulty part but still insist on making me pay for a redo.

  

  Business response

  01/21/2022

  We understand that it is extremely frustrating when one’s vehicle needs to be repaired and that everyone would always prefer that someone else pay for the repairs their vehicle requires.  However, when one’s vehicle needs to be repaired that does not mean that we somehow provided poor service or that we have done anything wrong.  We also understand sometimes customers misremember the facts surrounding issues they’ve had with their vehicles and we appreciate this opportunity to set the record straight and to use this as a public example of the great lengths we go to try to help our customers when they are in a frustrating situation with the repairs their vehicles require.
  
  In this case, the customer’s alternator failed not long after she purchased her vehicle from us in August of 2021.  Although the alternator is not an item that was covered under the limited warranty that came with the vehicle, as a gesture of goodwill and in an attempt to go above and beyond to help the customer, we paid to have her vehicle towed in, we diagnosed the issue, and we replaced the alternator all at no cost to the customer whatsoever.  The customer’s request for a refund as a desired settlement is simply not possible because she never paid for the repair in the first place.
  
  The alternator we installed in August of 2021 came with a 6 month/6,000 mile warranty.  Since that time, the customer has driven her vehicle over 12,000 miles and the alternator that was replaced several months ago has failed.  Although in her complaint the customer implied that we didn’t actually do the repair, it is simply not possible to drive a vehicle 12,000 miles with a faulty alternator.  We don’t appreciate that very serious allegation and we feel that it is completely unfounded.  Regardless, before this complaint was filed in an attempt to go above and beyond to once again help the customer, we offered to pay for the replacement alternator, but required that the customer be responsible for the vehicle tow and the labor required to install the new alternator.  Our very generous offer to help this customer even though we were under no obligation to do so was answered by the customer with argument, confrontation, and this complaint.
  
  The day after this complaint was filed, the customer called in and paid for her portion of the repairs her vehicle required, she apologized for filing this complaint in a fit of frustration, and she told us that she would contact the BBB to rescind the complaint.  As of this writing, the customer’s vehicle has been repaired and it is back in the customer’s possession, but the complaint remains open.  It is our hope that this response and the accurate information contained in it will be sufficient to close this complaint.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid them $550 on November 22nd. They shut my car off because they are saying I owe them more money and I do not. They are trying to swindle me. I had paid up on my account. They say I owe them another $275. This is not true. They are not explaining to me my I was all caught up in September, but they are telling me I owe this money.

  

  Business response

  12/16/2021

  The claims made by this consumer in this complaint about our company are not factual and her accusations of us attempting to “swindle” her are completely unfounded.  The fact is that we have worked with this customer extensively since she purchased her vehicle from us on 02/25/2020 and, despite our best efforts, she has been continually in default of the contract into which she entered with us to finance a portion of the cost of her vehicle purchase since the very beginning of her loan.  Over just the last couple of months, we have made dozens and dozens of calls to this consumer to try to help her better understand her situation and to try to avoid her losing her vehicle.  The vast majority of our calls go unanswered and our messages are very rarely returned.  Just before the consumer filed this complaint, three different Account Managers talked with her and attempted to explain to her the situation in which she has gotten herself over the phone.  When that failed, we invited her in to sit down face-to-face with our Chief Collections Officer to answer any questions or concerns she might have.  Instead of taking us up on any of our offers to help her, she filed this complaint with the BBB and she notified us in writing that she can’t afford to make her car note payments any longer and that she would prefer to voluntarily surrender her vehicle to us.  Our offers to help her stand and it would be our preference to continue to work with her to help her avoid losing her vehicle while still being responsible for the remaining balance she owes on her loan.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my car but insta credit auto mart located in Collinsville Illinois store manager I believe his name is Robert is refusing to help resolve the situation stating it’s take 60days to update however my car was paid off in September so it’s been over 60days.

  

  Business response

  11/26/2021

  This customer demanded that we update her Equifax credit report to immediately reflect that her account with us was paid in full.  However, we are not an Equifax credit report data provider and, even if we were, credit report data providers are not able to make changes to credit reports.  When we very politely explained this to her and elaborated on how we could try to help her with her current “situation” she became extremely aggressive, cursed a blue streak, and threatened to file this complaint in an effort to extort us into complying with her impossible demand.  While we certainly hope that this customer feels better after having vented her frustrations with her situation publicly, this complaint has not changed our position, nor our ability to change things that are outside of our control, and we do not believe any further action is required on our part.

*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. ↩