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:06/20/2024

  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 bought a vehicle from ACM on February 3rd 2024. It has sat in the shop more than anywhere. Ive been pushed off. My things have been fixed then I get my vehicle back with the same transmission issue SINCE purchase date! My warranty has almost completely been used up with the same exact issue. My car was also sold with multiple codes being cleared. One being a major safety issue. My passenger seat belt alarm doesnt work. They cleared the code. Knowing it didnt work still sold the vehicle. They ALSO knew my car had a bad catalytic converter they cleared the code and it came back. Ultimately believed it being clogged could have caused the transmission issues. *** spent numerous dollars and miles on BOTH my vehicles just to take this vehicle to the shop over and over again. Its been to 3 different shops! Its currently been in the shop for the last 2 weeks. Im still making that payment along with a vehicle thats never been able to actually be driven. Majority of the miles put on it were to just to prove the transmission was bad. The first shop it went to they literally just drove it for days to figure it out. Everytime I mention how messed up this sale is they always say well we will pay this one Time but its not covered under your warranty. Sounds like a lot of covering junk. Along with my insurance I pay on a vehicle that doesnt even get to be used because its in and out of shops 24/7. Americas car mart doesnt care if you have 5 kids to feed and take to doctors appointments. Ive spent well over $3500 in my time, my warranty I paid for on a junk car to begin with, gas, wear and tear on my cars, insurace and car payments on a vehicle Ive barely used outside of the shop. This is my first step before taking legal action. My time is what Im most upset about. Irreplaceable. *** spent hours on the phone with shops and acm and hours on the road dealing with this car. Im raising children and precious time has been taking out of my life to deal with this.

  Business Response

  Date: 06/24/2024

  ********************* purchased a 2018 Dodge Journey on 2/3/24. Along with it she purchased an 18 month/18000 mile (whichever comes first) service contract on the drive train.  On 2/5/24 she complained about a shifting concern.  As a good will gesture, we paid for a shop to take a look at it.  They did not find anything wrong with it.  On 2/19 she took it back to the shop and they diagnosed a bad cat converter.  We paid for this repair, along with a leaking tire repair.  On 2/29 she had more issues with the tire, so we replaced that as a goodwill gesture.  She then was concerned that the transmission had issues.  She took it to a different shop, and they could not find anything wrong with it either.  That shop reflashed the transmission, just to see if that might resolve whatever issue she felt it was having.  *********** contract company can not replace the transmission unless there is something that is wrong that a shop can diagnose.  So far, no one has found anything wrong with the transmission on this vehicle.  

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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 vehicle in feb of 2022. Have paid 50 automatic payments. The car is broke down, will not run. The company will not let me trade in or help with repair ( and add to my bill ). I have MORE than paid for the vehicle, I just want to give the car back for my payoff and be even.

  Business Response

  Date: 03/04/2024

  We reached out to ************** on 3/1/24.  We requested that she take her vehicle to get a diagnosis on it and provide us with an estimate of repairs so we could see if it would be covered under the service contract, and if not, how we may be able to help her.
  
  ************** called back later that day with her significant other on the phone call as well.  They stated that the car runs perfectly fine, but they no longer wanted it and wanted us to let them out of the contract.
  
  We explained to her that when you sign a contract, you can not just return the car when desired, that the contract had to be fulfilled and paid in full.
  
  

• Initial Complaint

  Date:02/02/2024

  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.

  I purchased a car August 2022. I told it only had one owner. The repair shop told me it has been in the shop several times for the same reason by different owners. It has been in the shop for a year. America&#**;s Car Mart locked the car, so the repair shop is unable to fix it. They are saying I need to make a payment on the car. I just sent them $1200 in December to pay on my car note. I was caught up. It had to go back into the shop again after one day getting it back.

  Business Response

  Date: 02/16/2024

  ***************** purchased a 2012 **** Edge on 8/27/2021.  She purchased an 18 month ***** mile service contract that covers the internally lubricated parts of the drive train.  Her service contract would have expired on the time end of things on 2/26/23.  I am not sure when (or if) she has driven ****** miles.  She did indeed get her account current in November of 2023.  We have not received a payment since November of 2023, and her account is currently in arrears.  We have asked for an estimate on the vehicle multiple time, but have not received anything.  If the shop would contact us, we would be happy to work with them to get a diagnosis.  As far as being in the shop multiple times by different owners, we do not have any way to have those records, as we do not know who the past owners were. 

   

   

   

• Initial Complaint

  Date:01/10/2024

  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.

  09/28/2022, I went to this dealership to purchase a vehicle which I did purchase. They never disclosed the actual price until after contract was signed and they still didn't say the exact amount. Pressured to purchase really in a hurry about it. Got the extended warranty instead of just the one that comes with it regularly. Mentioned a couple of things not working they claimed on vehicle like the back up camera that didn't work responds for that was we don't service those things. I should of walked away then but I didn't. A couple of weeks later it started making a sound that wasn't right and warning light came on I contacted them it was under warranty I went to a shop they suggested said the whole engine would have to be replaced, waiting on approval for it the vehicle stopped running completely had to wait two weeks for repairs only had it slightly under two months. Got that done lost my job because of it. Went to get tire replaced because it went flat a few months after that got my spare put on just because the mechanic was being nice the shop wouldn't install new tires because of the undercarriage is rusted and concerned it would break if lifted. So now I had to replace other tires also can't at a shop so had to myself the jack placement spot is rusted completely so had to do a work around on that, I need to replace tires again and brakes a few other things but because of the rusted undercarriage mechanic won't. They coated/painted it to hide this extensive damage. So basically I am driving unsafe in this vehicle. They also lied about recall notice on vehicle saying there wasn't one when there is not of significant importance but still there. Also though I don't know why the mechanic didn't include that structural damage when replacing the engine. I don't know. Some other issues that are there that isn't something you would know right away. Also price they charged well over asking price new for this vehicle it was used and not even close to that value.

  Business Response

  Date: 01/16/2024

  Ms. ***** purchased her vehicle on 9/30/22.  She purchased an 18 month/18000 mile service contract that covers the drive train.  I have attached a copy of it.  She would still be in the contract on time, providing she has not driven over 18000 miles.  We would have to know the mileage on the vehicle to determine if it has expired.  If there was something wrong with the vehicle, then we would need an estimate and we could turn it in to the claims center to see if it was covered.  This again is providing that she has not driven over 18000 miles.  I also attached a copy of the recalls that we looked up online.  She initialed that we had disclosed to her there was a recall that needed taken care of. Please let me know if you have any questions about this matter.

  Customer Answer

  Date: 01/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  It isn't accurate the vehicle was purchased on September 28, 2022. The warranty is expired it has been over a year. They and the paper work said there was no open recall and there is. I know they aren't going to fix this, just like they didn't disclose the damage. They didn't even pay for towing when the engine quit not quite two months after buying it. This kind of damage with the undercarriage rust is something that happens instantly it takes years they powder coat and cover it up to hide it and the severity of it. Ripping people off is wrong.
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/22/2024

  Despite the customer rejection, we have not changed our position.  With the service contract expired, there is no warranty or service contract left.  Any repairs are the customer's responsibility.  I also provided proof of the disclosure of the recall with the last reply.  All paperwork is dated 9/30/22 with customer's signature on it.

• Initial Complaint

  Date:12/16/2023

  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.

  Yes my name is ****** *******. I purchased a car there around November 10th close to the beginning of November I've had the car for four going on five payments now my last payment was late due to moving out of state I didn't plan on the move but we had to relocate to Texas due to my husband going to jail I had to relocate and change jobs therefore my date of payment has changed and I've had trouble with paying and the people on the phone my account representative has gave me not the best experience of working with me they turn my car on and then turned it back off the next day when they told me it would be okay had to come up with $40 dollars on a short notice before they turn my car back on and I had to work the next day it was very stressful I'm under a lot of stress with the move I do have a new job but my payment date is off by a week and will remain off by a week I need that changed I do not get paid again till the 29th how do we correct this I would like to keep my car and remain paying on it !! but I do not like being under the stress of being a week late all the time and worrying if I'm going to be able to get to my new job or not. I work full time my account representative *** is aware and says nothing they can do, being a new loan but I have made three on time payments before this last late payment due to relocation. .....Please help in changing my payment date and schedule to match my payment schedule at work. Sincerely JoAnn *******

  Business Response

  Date: 12/18/2023

  We will be more than happy to assist Ms *******.  We have requested a copy of her most recent paystub to enable us to coordinate her payments with her current pay day.  We have not received this as of yet.  When we do receive it, then we can restructure her payments to be due when she gets paid.

   

   

• Initial Complaint

  Date:11/28/2023

  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 bought a lemon car from these guys. I was told the car was going to be fixed when I bought it and it was never fixed all except the door that was broken again in 7 months. The car stopped twice on the road and I almost got into 2 car accidents. I spent 5-7000 dollars in repairs on the car in 7 months and paid off half the payment to the point I could simply not. I feel like they took advantage of me because they saw I was young and a college student. They put 35 percent apr on a car thats was ****** when I purchased it. So the only thing Im paying for now is the Apr. apparently they do this to everybody know people at work the filed bankruptcy. People who cant get to because they sell lemon cars and people they garnish wages from absolutely no reason because they sell lemons cars in ****** Illinois. They need their license revoked. They harmed me my life in school work life and normal life. They also harmed others with dangers cars they sell. I have a bag of repairs I made and I been to 3-4 different shops in the area they all said my car is all messed up and it looks like they sold you a lemon.

  Business Response

  Date: 12/04/2023

  ****************** purchased a 2009 Chevrolet Aveo on 8/24/22.  He was offered an 18 mo ***** mile extended service contract for an additional fee.  He chose to take the 1 month 1200 mile 50/50 warranty on the drive train that is included with the purchase.  I have attached the form where he signed that he chose this option.   No other documentation indicates other items were promised to be repaired at time of purchase.

  The contract that ****************** signed was for 21.5 % interest, not 35%.  

  I have no documentation indicating that ****************** has spent 5-7000 in repairs on this vehicle.  We do not have any records indicating he called asking for any type of assistance because of repair issues.  

  ********************** vehicle has been secured for non payment at this time.

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

  Customer Answer

  Date: 12/04/2023

  Complaint: 20929429
  
  I am rejecting this response because:
    They are still lying I talked to my account rep or whoever it was  about the repairs on my car. I had 2 account rep one was a man and the other was a female I will send you guys the name as they are in my email. The reason we emailed so much was about repairs on my car. So they are lying about not know also the as far as the repair money I told them about this as well on phone to my rep the female one and also the male one. I also have documents and bank statements of said repairs and how much they were. Also the warranty was also a lie I signed for that but to get it I had to pay extra and they reason my bill was higher on the car is because I had liability rather then full coverage. I also showed a lawyer my apr they said it was also a little high as I had fair credit at them time. If you guys want more documentation I will be be more than happy to send to the BBB
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/04/2023

  Also Im sorry if it came to 35% Apr I mean 21.5 % it was a typo era in my phone but I everything else about the repairs and warranty is true I was issued the one month warranty but me and gf declined it because it would have put more money on the bill and it was very small warranty. The only reason I mad is because I found out from other people in the area and my job and online is that there was a year warrant for others. Nobody at the building told me that and when I had a issue with my car they then told me do you have the warranty that was a year and I wasnt even aware my parents were furious they keep out important details. Im also going to send the names of my reps I talked about pushing my bills back because the cars was getting repaired. Since there was no documentation.

  Customer Answer

  Date: 12/04/2023

  More information about my car repairs with date all repairs equal to over 5000 dollars also another rep I smoke to about pushing my payments back ***************************** documentation and email since they said there was no documentation.

  Customer Answer

  Date: 12/04/2023

  More information and documentation of car repairs and who I talked to about them.

  Business Response

  Date: 12/05/2023

  I have reviewed the repairs that ****************** submitted.  It would appear that they all took place after the 1 mo 1200 mile warranty had expired.  Since ****************** declined to take the extended service contract, I would not be able to get any of the repairs covered, even if it would have been a covered item.  Several of the repairs are either electrical (alternator) or wear and tear items (tires) that would have not been covered items under either the warranty or the service contract.  We have never offered a year warranty.  The only warranty that is offered is the 1 month 1200 mile on the drive train.  The extended service contract that is offered at an additional cost is an 18 month ***** mile service contract on the drive train as well.  

  Customer Answer

  Date: 12/05/2023

  Complaint: 20929429
  
  I am rejecting this response because:
  Bottom line the car they sold was still in no shape to be driven off the lot. My lawyer said that when they told me that everything was going to be fixed when I got the car everything should have been fixed including the lights on the dashboard and the door the said was fixed. What they did wasnt business trustworthy and Im liable for a lawsuit. Also again I know multiple that have cars with them with a warranty that lasted them a year. Im tired of the lies.
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/05/2023

  Complaint: 20929429
  
  I am rejecting this response because:
  Bottom line the car they sold was still in no shape to be driven off the lot. My lawyer said that when they told me that everything was going to be fixed when I got the car everything should have been fixed including the lights on the dashboard and the door the said was fixed. What they did wasnt business trustworthy and Im liable for a lawsuit. Also again I know multiple that have cars with them with a warranty that lasted them a year. Im tired of the lies.
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/05/2023

  Complaint: 20929429
  
  I am rejecting this response because:
  Bottom line the car they sold was still in no shape to be driven off the lot. My lawyer said that when they told me that everything was going to be fixed when I got the car everything should have been fixed including the lights on the dashboard and the door the said was fixed. What they did wasnt business trustworthy and Im liable for a lawsuit. Also again I know multiple that have cars with them with a warranty that lasted them a year. Im tired of the lies.
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/06/2023

  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 got a loan on a 2014 Chevy Sonic. There was a problem with the trunk and I had to go back and they had to fix it. Also they needed to put a whole new engine in the vehicle and then I get the car back a month later. I get the car back and a week later the car caught fire on the highway. On, top of that I had insurance through the business and when they found out about I informed them that I was not liable for the car catching on fire. They only paid $7000.00 on the vehicle and informed me that I needed to pay $5000.00 remaining balance that is due on the car. I am pretty sure that I had full coverage insurance that should have covered the cost of this vehicle. I would like the business of the place that fixed my car be held responsible for the car catching on fire and I should receive a refund. I would like the loan completely taken care of.

  Business Response

  Date: 09/06/2023

  Mr. ****** did not have full coverage insurance.  When we do not have record of full coverage insurance,  a product called Collateral Protection Insurance is put into force.  It is administered by a company other than ours( we only collect the premiums and remit them to the company). When a vehicle is in an accident, the claim is handled exactly as it would be with an automobile full coverage policy.  In this instance, they deemed the vehicle a total loss and paid the market value of the vehicle, less the $500 deductible.  The remaining balance is the responsibility of the customer to pay.

  The engine was replaced under the service contract.  A repair shop that is independently owned did the repairs.  He would have to talk to the shop that did the repairs if he has an issue with the work they did.

  I hope this clarifies how these processes work, and why Mr. ****** owed the remaining balance on his vehicle.  Please let me know if you have any questions.

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
  
  I am rejecting this response because:  When the engine was replaced the car caught on fire a week later.  I am not responsible for the car catching on fire.  Either the business who sold me the car is responsible or the repair shop who repaired engine.  I know I am not responsible for the remaining balance of this vehicle.  Whenever I asked about the $5000 that they say I owe on the remaining balance  they stated that I signed the contract and they were acting suspicious.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/18/2023

  We do not have any reports stating why the vehicle caught on fire.  There could be many causes for this.  If indeed you have proof that it was caused by the engine replacement, then that would have to be settled with the business that replaced the engine.

  As far as the balance owed on the vehicle is concerned, any time someone has a vehicle financed and the insurance does not pay in full, the customer that signed the contract is responsible to pay the full amount of the contract, regardless of what happens to the vehicle.  The balance of the contract is still owed.

  Please let me know if you have any questions.  

• Initial Complaint

  Date:08/25/2023

  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 bought a van from America's Car Mart in Marion, IL on 7/15/23. It's a gold Chrysler Town & Country 4 door. The air conditioner was not working correctly so I took it back just a few days afterwards and told them. They said the warranty doesn't cover the air. I told them I was bringing it back and it needs to be fixed. I have a child that has HDHD and I have to transport her in the vehicle. They said to bring it back up there and they would put free-on it in. This did not fix it. It would blow a little bit of air then blow hot. I took it back two more times. After the third time I was told to take it to the shop. The shop told me that it was the rear back vapor coral needs to be fixed and it costs $800. I also told them the rotors were bad and the brakes were bad, and they shouldn't have sold the vehicle like that. They agreed to fix the rotors, brakes and pads but said they would not fix the air.

  Business Response

  Date: 08/29/2023

  *** **********  vehicle came with a 1 month 1200 mile 50/50 warranty on the drive train components only. (Other than the Illinois required 15 day/500 mile power train coverage which is required by law).  We agreed to pay for the brake repair as a goodwill gesture. ($658.79 repair)  Air conditioning is not covered under the warranty, and was not deemed a safety issue, therefore it is a repair that *** ********** would have to cover herself. Please let me know if you have any questions.

   

   

• Initial Complaint

  Date:07/31/2023

  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 will preface this with yes we are a month behind. We are working on fixing that but they have the website set up so they can not accept anything less than the full past due, and without even trying to reach out to us they are trying to garnish my wages

  Business Response

  Date: 08/03/2023

  We have made many attempts to reach Mr. ******* at the number provided.  We have left many voice messages as well.  The website payment portal is designed to make regular payments.  If an account is behind, it will only let you make the past due amount.  A partial payment can be made by calling the payment in.  We would love to speak to Mr. ******* to make arrangements on his account.  We would encourage him to call his account representative, as we have had many difficulties in reaching him.  We would be happy to work with him.   Any recurring payment changes must be made in person, as the forms have to be signed in person by the customer.  He can reach his account representative by calling ###-###-####.

• Initial Complaint

  Date:07/07/2023

  Type:Sales and Advertising 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 the car for 13 days and the car broke down. I did not buy and purchase a car for it to breakdown on me. My insurance informed me that there has been several wrecks and a insurance claim on the car. The car is a 2014 Hyundai Senata and I purchased it on 05/20/2023 . This is would the second time they would be putting a motor in the vehicle. I would like to exchange the vehicle or get out of the contract.

  Business Response

  Date: 07/10/2023

  Mr. ****** purchased his 2014 Hyundai Sonata on 5/20/23.  His engine failed on 5/30/23.  He purchased an 18 month, 18000 mile service contract on the drive train, which covered this repair.  Unfortunately, the replacement engine also failed.  It was covered under the warranty when it was purchased.  It is currently being replaced and the eta is 7/13/23.  These repairs are being done with only the $50 deductible charge on the original engine.  While we understand how frustrating these types of situations can be, we are actively getting the repairs done as timely as possible.  

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