Complaints

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:03/24/2023

  Type:Product 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 got my car on December 8,2022 and I had it for 30 days at least before the transmissions started to fail. I had a company named ***** come and get it and Auto credit helped half the cost of the repairs So in the middle of February I had the same problem. So I sent it back and I just received it back yesterday I missed days of work because I didnt have a car. The car again has just did the same thing. I paid 400 dollars to get the car out of the shop . The lady at ***** called Auto Credit and at first they were going to cover the costs and later they said they said they would not cover the cost because I had the car too long which is not true since the car started to mess up 30 days within the time I purchased it. I then called Auto Credit and she told me the first payment was a gratuity and now they were not obligated to pay. So now I have a car that does not work and I have been making my payments on time.

  Business Response

  Date: 03/29/2023

  I have spoken to Ms. *******.  She has a 18 month 18000 mile service contract that covers the internally lubricated parts of the engine, transmission and drive axle.  We were unaware that the vehicle was in the shop.  The claims center has contacted the shop, and it is recommended that the transmission needs replaced.  We are getting the vehicle towed from Ms. ******* residence to a shop that can perform the repair.  The service contract company has waived the deductible.  This should resolve Ms. ******* issues with the vehicle.  If you have any questions, please feel free to contact me at *************

   

   

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/22/2023

  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.

  On Friday, March 3, 2023, I purchased a 2010 Chevrolet Impala from Auto Credit in Benton, Illinois. I put down $800, and traded in my truck (valued at $1,500). Auto Credit had promised me that I, the customer would come first in the transaction, and my needs would be taken care of. However, not even a full three weeks later, on Tuesday, March 22nd, 2023 the engine blows. I was leaving my girlfriends work (visiting her on her break). I had to get a tow, and everything i had to do for the day (actually the entire week) was entirely ruined, including work. I am now out of a car for 2+ weeks, and I am still expecting to make payments on a vehicle that isn’t even running after less than 3 weeks of having it. The worst part, they won’t offer me another vehicle to drive while the lemon they gave me in is the shop. This is absolute insanity. I will never trust Auto Credit with my finances again, and I will be sure to tell others so they don’t make the same mistake i did by purchasing a vehicle from them. I am beyond stressed out, scared of losing my job, and I have no clue what to do.

  Business Response

  Date: 04/04/2023

  *** ***** originally purchased his 2010 Chevrolet Impala on 3/3/23.  He purchased an 18 month 18000 mile extended service contract that covers the drive train.  The service contract would have covered the engine with only a $50.00 deductible. Our insurance does not allow for "loaner" vehicles while someones vehicle is in the shop, even if the repair is covered under an extended service contract. On 3/24/23 we let *** ***** pick out a different vehicle and do a vehicle exchange.  I feel that this situation has been resolved.  If anyone has any questions, please feel free to contact me.

   

   

• Initial Complaint

  Date:03/20/2023

  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 purchased a 2009 Ford Focus from this place in February 2019 as a last resort. As for the car I have had no issues. I realize I am a lucky one. As for the dealership itself, I am disgusted. I had to call almost every six months to show them that I had insurance because they kept saying my insurance company was sending them letters saying I no longer had insurance. At one time I had to three way call them and my insurance because they typed in the insurance policy wrong and refused to try and fix it. This was every six months when my insurance renewed. They would never send me the letter. I have paid of my vehicle many months ago and have yet to receive my title because even after multiple times making sure that my title was sent to the right address they sent it to the wrong address. After it was sent, about 11 days, I called again to verify where it was sent to and was lied to saying it was sent to the right address. It was then lost in the mail and a new one was ordered 1/27/23, three days after I asked them to order it. The title department has taken no responsibility for their mistakes and fully tried to blame the post office and myself, I could of picked it up at the dealership, however I have moved out of state and didn't see how sending the title would be difficult. I called today and the new title has not been received by them. This place also would not send me my contract. I was charged more than what the told me and when I asked for them to send me my contract via email, since it was electronically made, I saw no reason they couldn't they refused. This place is awful. Their loan department and title department are just terrible. I just want to be finished with this and they keep screwing things up and forcing me to deal with them.

  Business Response

  Date: 03/21/2023

  Ms. ********* paid her vehicle off on 11/18/22.  Her final paperwork stamped paid, along with the title was mailed certified.  The tracking number is ********************.  We have two addresses listed for her in Louisville, KY.  My understanding is that it was not mailed to the correct address.  Normally, if the package was not signed for, the **** would return it to us.  I have attached the tracking information to show that it has never been returned to us.  With that being said, a duplicate title has been ordered from the State of Illinois.  We have the proof that the paperwork has been received, and the transaction is in process.  We are just waiting for the State of Illinois to send us the duplicate title.  Once we receive this title, we will contact Ms. ********* to verify the address it needs sent to and overnight it.  The status of this title is being checked daily.  Unfortunately, we cannot speed this process up.  We would like nothing more that to provide Ms. ********* with her title.  We will continue to follow up on this process to ensure that she does received it as soon as we get it.

• Initial Complaint

  Date:03/09/2023

  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 signed the finance papers in June of 2021. From the start I have had nothing but problems with 2008 *******. They refused to fix it properly. The check engine light has been on since two hours after bringing the vehicle home. I was also charged their insurance fee one month even though I had my own insurance. They refuse to work with anyone. In October of 2022 I was threatened that if my payment wasn’t made by 4pm my car would be shut off and taken. I lost my job trying to get to the ** ****** location to pay my payment. In February of 2023 I called to see what could be done about trading the ******* in for something that was more reliable and safe. They were well aware of all the problems. I was given the run around and it was eventually stated that the mechanics would drive the car and then give an offer and whatever was left would be tacked on to the balance of the new car. The value of an 08 ******* is from $1500-2500 and that’s top dollar. I still owe $6900 on the car. I called the very end of February for them to come get the car. I was again threatened and told they don’t do volunteer surrender. I as of tomorrow (3-10-2023) I will be two payments behind and they have yet to come get the car. When my husband got home from work there was a note on our door to call them immediately. Just take you car back and go.

  Business Response

  Date: 03/11/2023

  Ms. ***** purchased an 2008 Chevrolet Equinox on 6/21/21.  She also purchased an 18 mo 18000 mile service contract on the drive train.  The check engine light came on the day she purchased the vehicle.  We sent an authorization over to ***** **** for the vehicle to get a diagnosis.  We then replaced the egr valve, egr  tube, vent valve and a rt wheel bearing.  We did this as a good will gesture to Ms. *****, as these parts are not covered under the extended service contract.  She had just purchased the vehicle and we wanted to address the check engine light.  She then brought the vehicle to the service center at our ****** facility.  They diagnosed that it needed a new gas cap.  We provided the labor for the diagnostic at no charge, and Ms. ***** just had to purchase the gas cap.  These are the only records I have of any issues on Ms. *****'s vehicle.

  We do require proof of full coverage insurance.  If we do not have that, then a product called Collateral Protection Insurance is placed on the loan to cover the loan.  She paid this fee 3 times.  When we received proof of her insurance, we refunded those three payments back to her.  

  She called in January 2023 and requested to trade the vehicle for a different one.  She told us at that time that her husband wanted her to purchase a 2020 or newer.  We did not have any vehicles fitting that description.  She then later informed us that she had purchased a 2023 Nissan, and did not want this vehicle.  She signed a contract when she purchased the vehicle to make all of the payments.  We have explained to her that she is legally liable for the contract, and to finish the payments.  

  If you have any questions regarding this situation, please feel free to call me at *************

   

   

  Business Response

  Date: 03/11/2023

  Ms. ***** purchased an 2008 Chevrolet ******* on 6/21/21.  She also purchased an 18 mo 18000 mile service contract on the drive train.  The check engine light came on the day she purchased the vehicle.  We sent an authorization over to ***** **** for the vehicle to get a diagnosis.  We then replaced the egr valve, egr  tube, vent valve and a rt wheel bearing.  We did this as a good will gesture to Ms. *****, as these parts are not covered under the extended service contract.  She had just purchased the vehicle and we wanted to address the check engine light.  She then brought the vehicle to the service center at our ****** facility.  They diagnosed that it needed a new gas cap.  We provided the labor for the diagnostic at no charge, and Ms. ***** just had to purchase the gas cap.  These are the only records I have of any issues on Ms. *****'s vehicle.

  We do require proof of full coverage insurance.  If we do not have that, then a product called Collateral Protection Insurance is placed on the loan to cover the loan.  She paid this fee 3 times.  When we received proof of her insurance, we refunded those three payments back to her.  

  She called in January 2023 and requested to trade the vehicle for a different one.  She told us at that time that her husband wanted her to purchase a 2020 or newer.  We did not have any vehicles fitting that description.  She then later informed us that she had purchased a 2023 Nissan, and did not want this vehicle.  She signed a contract when she purchased the vehicle to make all of the payments.  We have explained to her that she is legally liable for the contract, and to finish the payments.  

  If you have any questions regarding this situation, please feel free to call me at ************.

   

   

  Customer Answer

  Date: 03/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  After replacing the gas cap, the check engine light remained on the vehicle and nothing else would be done with vehicle as they kept saying it was just an evap code. I explained numerous times that the car smelled like gas and they continued to ignore the complaints. I have contacted a lawyer as this car was a lemon from the time I brought it home. I had full coverage from the day I purchased the vehicle and that can be proven. 
  
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 03/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  After replacing the gas cap, the check engine light remained on the vehicle and nothing else would be done with vehicle as they kept saying it was just an evap code. I explained numerous times that the car smelled like gas and they continued to ignore the complaints. I have contacted a lawyer as this car was a lemon from the time I brought it home. I had full coverage from the day I purchased the vehicle and that can be proven. 
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/04/2023

  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 financed a car through this dealership, and I am behind two car payments. I have been in communication with the dealer ship and they stated that I was behind 3 payments which included insurance for the car, but I called them last month to inform them that I had purchased my own insurance. So, they took that insurance fee off. then they stated that I owe a partial payment and two months of payments. I pay a car payment every two weeks. So, I received two letters in the mail. One stating that my car was up for repossession, and the other letter stating that my paycheck would be garnished in the amount of whatever I owe them which is 19,474.03. They have forged you name on the document for garnishment to my employer and my name is spelled wrong. I called the dealership to ask who signed my name on the document, and I was informed that they could do that. They take the name off of a document I already signed and placed it on these garnishment papers. My name is spelled wrong I informed the individual and I do not write like that. The lady stated that she would look into the the matter. I called yesterday and I was informed that I could make a payment and a half on 01/09/2023 and another Payment and a half on 01/23/2022. I would like to know who forged my name on the documentation.

  Business Response

  Date: 01/16/2023

  On March 6, 2020, Auto Credit of Southern Illinois was acquired by America's Car-mart, Inc.  I am writing on behalf of America's Car-Mart, Inc in regards to this matter.

  Ms ****'s account is not currently behind and is in good standing.  When Ms. **** purchased the vehicle, she agreed to electronic signatures.  She signs two separate forms for this.  One that is on a paper with handwriting and a pen, and then one in the Docusign program where all of the documents are explained to her.  The program used an adopted signature for her.  That is why the handwriting differs from her original signature.  The second electronic agreement explains that this is a legal form of a a signature, and no one has "forged" her name.  She signed the documents in good faith and an understanding that they are signing legal binding documents.  I have attached both forms as well as the wage assignment.  

  If anyone has any questions in regards to this matter, please let me know.

   

• Initial Complaint

  Date:11/19/2022

  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.

  07/15/2022 I bought a chevy equinox have had nothing but problems out of it have had to pay out of pocket for any and all repairs as this company sends you to a mechanics shop that doesn't hold a license they harrass me my references and my job I work but don't always get off in time to call my payment in on Fridays and get a write up everytime I use my phone on the clock so I can't answer the phone I asked to have my payment date on Saturdays but they refused said it had to be on Fridays I have paid in a little over 2500 yet the full amount on the price never goes down Tonight there was an electrical fire that started under the dash on drivers side fire Marshall says the wires going to what he assumes was a tracker were left bare and touching metal hence it finally caught fire it is now at the tow yard and I won't be making any more payments and will not be allowing my insurance pay it off my references have been instructed to not take your calls any longer

  Business Response

  Date: 11/22/2022

  I have spoken to ***** *****.  She states that the vehicle is currently in a tow yard in Central, Louisiana.  She states that she has reached out to *****, her insurance company, and filed a claim on 11/21/22.  We are awaiting the details of what they determine at this time.  I will continue to monitor this situation until the insurance company has resolved the issue.  Please contact me with any further questions.

   

   

• Initial Complaint

  Date:08/15/2022

  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 am buying a vehicle from this company and they have had to put 3 transmissions in it. I don't know where they are getting these transmissions from, but they are junk. Also, I think the door needs a new seal because when it rains water comes in. I have told them about this and they don't seem to care.

  Business Response

  Date: 08/24/2022

  Mr ***** purchased his 2009 Jeep Compass from America's Car-Mart on 10/9/2021.  Auto Credit of Southern Illinois was acquired by America's Car-Mart on 3/6/2020.  I am responding on behalf of America's Car-Mart.

   

  Mr. ***** had a transmission replaced under the 18 month, 18,000 mile drive train service contract in July 2022.  The replacement transmission failed.  It was covered under a warranty that the provider of the transmission had.  They sent a new one, and that one also had an issue.  They are providing another one that should take care of the issue.  We have deferred a couple of Mr. *****'s payments to try to help financially while his vehicle is in the shop.  The replacement transmissions is expected to be at the shop either today or tomorrow.  The shop will get it in as soon as they possibly can.  We have been getting regular updates on this situation, and assure Mr. ***** that the vehicle is being repaired as quickly as possible.  If you have any questions regarding this situation, please feel free to call me.

   

   

  Customer Answer

  Date: 08/28/2022

  Complaint: ********
  
  I am rejecting this response because: I don't want this vehicle because of a number of problems. I have not received word at all about the transmission arriving. In fact I tried to contact the head office and was rudely hung up on to even get my point across. This vehicle have a massive problem that deals with the seal of the windshield. Any time it rains the vehicle drips with water inside the main interior light and other electrical spots in the vehicle and it has stated molding on the rainspots on the doors because so much water gets in. They have been aware of this since I had the vehicle but these people don't care all they want is a person hard-earned money. These people need to care about the customer but they don't and I want something to be done and written on this carmart. 

   

   

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

• Initial Complaint

  Date:08/08/2022

  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 bought the vehicle about a year ago. I have a warranty with them and they are refusing to fix my vehicle.

  Business Response

  Date: 08/08/2022

  ** ****** purchased an 18 month 18000 mile service contract on the drive train. We have requested an estimate for repairs along with the miles on the vehicle so we can submit it to the Service Contract Company to see if it is a covered item, and if the vehicle still qualifies for coverage based off of miles.  If we can get these items, we will be happy to help her.  

   

   

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I want to give the vehicle back and it not to be on my credit and dont want nothing to do with this business again they have not show any interest in fixing my van the whole time I have had it and I have been trying since 3 months after I got it and still nothing they are waiting until my warranty is up so they can tell me there is nothing they can do no thank u I want to return it and never hear from them again please..I have messages to show I have been trying to get it fixed and still nothing I'm done with this van I'm paying 3x the amount it is worth for a USED vehicle
  
  
  
  Sincerely,
  
  
  ******** ******

• Initial Complaint

  Date:07/29/2022

  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.

  Got this 08 ******* ******* from the auto credit in ****** ** the first day the car was fine but the end of the 2nd day is when it started having issues the car has had a few issues with a miss fire for a while now they wanted me to take it to bishops the worst shop ever they won't fix anything only reason they are open is because of auto credits junk cars and bishops didn't want to do anything with my vehicle so I don't even know what the warranty I purchased was for when it was sold to me there was a light on o. The dash they said they would take a look at well they didn't do that so when I brought it back the next day they told me they don't do that kind of thing not to mention the front struts have been bad since I purchased it making it drive terrible spare tire was flat and lots of broken glass in the rear of the vehicle I did mention the struts at time of purchase but was told they was fine and that it wasn't them making that noise that was a lie or there mechanic that inspected it don't know anything about a vehicle anyway the car books for right at around $6000 they told me it was gonna be about $10,000 all together turns out it was over $13,000 and I been paying for around 7 months and it's only went down about $500 so I'm going to be volunterly repossessing this vehicle because the first time I called I was put on the phone with some jerk that I told I was having a few issues due to my job and he told me he doesn't care it's not his problem and I told him I would have to return it then he told me good luck we don't want the car it's your ******* problem and then hung up on me

  Business Response

  Date: 08/08/2022

  ** ******** purchased his vehicle on 10/1/2021.  He actually purchased the vehicle from ********* ******** and financed it with ******** **** ********  ****** ***** ******* (and the finance company Auto Credit of Southern Illinois) was acquired by ********* ******** on March 6, 2020.  I am responding on behalf of ********* ******** in regards to this matter.

   

  *** ******** complained of a misfire on 10/5/2021.  We sent an authorization to ******** ********** for him to take it there and get a diagnosis.  When we reached out to them, he never made an appointment or took his vehicle there.  We have no further notes on any complaints ** ******** has made as far as mechanical issues.  He purchased an 18 month, 18000 mile service contract on the drive train.  If he has an issue with one of those components, we would be glad to submit an estimate to the service contract company to see if the vehicle qualifies for repairs to be covered.

  The only other request we had from *** ******** was on 10/22/2021 when he asked to be let out of the loan because he had lost his job.  We explained to him that we could not as he had signed a retail installment contract for the payments.

  If someone has any questions regarding this situation, please feel free to call.

• Initial Complaint

  Date:07/05/2022

  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 had purchased a vehicle back at the end of February from this company. Shortly after purchasing that vehicle, there were issues with the transmission where they got me into a different vehicle in March. It is a 2008 Accord. I have only had the vehicle for a handful of months, and have been experiencing numerous issues. I am supposed to have transmission and engine coverage with them, along with my own coverages. At first I had to have the car towed to a shop of their choice for an issue that ended up being with the spark plugs. I had to pay $286 for 4 spark plugs, a test drive, and to check vehicle codes. Shortly after getting the car back, the check engine light came on again where I had to take the vehicle back to the repair shop. After checking the codes again, now they are saying there is an issue with the catalytic converter and air flow sensor. They want to charge me more money for this. The dealership is saying they would pay for the repairs, but then I would have to pay them back with a second care note. There keeps being issues with this vehicle that I believe is just a lemon. When I got the paperwork for my vehicle, I had noticed that the company and person who was dealing with my paperwork signed my name on the paperwork themselves instead of having me do it. I have just been experiencing non stop issues that I do not want to deal with. Now the repair shop that first replaced the spark plugs no longer wants to have anything to do with the vehicle. He said the vehicle will have to be taken elsewhere for repairs.

  Business Response

  Date: 07/06/2022

  Auto Credit of Southern Illinois was acquired by ********* ******** on 3/06/2020, so this complaint should actually be filed with ********* ********, and not with Auto Credit of Southern Illinois.  With that being said, I am still responding to the issue at hand, as I am a representative of ********* ********. **** ***** purchased a Chevrolet Captiva on 2/18/22.  She was dissatisfied with the vehicle, so we agreed to take it back and let her purchase a 2008 Honda Accord on 2/23/2022. She purchased an extended service contract that covers the drive train.  I have attached a copy of the service contract. She came into our store, and I spoke with her yesterday.  She states she took it to ****'s Automotive and paid to get the spark plugs changed.  They are not a covered item on the service contract.  She stated that after she got the vehicle back, the check engine light came on and she took it back to ****'s.  He has sent a quote to get the cat converter and a mass airflow meter changed.  These are also not covered items.  We spoke with ****, and he stated that he would not work on the vehicle because he would not allow the customers back in his shop, as he felt they threatened him and were hostile and aggressive.  I explained to Ms. ***** that we would be happy to assist with financing the repairs on a no interest note because she had stated she did not have the money to get the vehicle fixed.  I also asked if there was a shop she would want it taken to, and she stated she did not want to take it anywhere because she felt it was a problem vehicle and she didn't want to take this problem to anyone.

  She came back in today stating that she did not sign the paperwork.  I explained to her that since all of our paperwork was done electronically, the signature was an "adopted" signature. I provided her a copy of the form she signed by hand stating she consented to electronic signatures.  I have included a copy of this consent for your review.  

  At this time, we are trying to locate another shop to move the vehicle to to get it repaired, as ****'s Automotive will not do the work.  I have told Ms. ***** I would reach out to her when we figure out where it was going to get repaired at, as she agreed to the repairs and note today when she was in the office.

  Please let me know if you have any questions regarding this matter.

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