Complaints

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

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  Instant Auto Finance

  2119 Lincoln Way West Mishawaka, IN 46544-1618

  
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  Instant Auto Finance

  2518 Elkhart Road Goshen, IN 46526-1011

  
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  Instant Auto Finance

  1005 N Nappanee St Elkhart, IN 46514-1737

  
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  Instant Auto Finance

  P. O. Box 298 South Bend, IN 46624-0440

  
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  Instant Auto Finance

  900 E Colfax Ave Ste 300 South Bend, IN 46617-2806

  

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:06/30/2024

  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 car from Instant auto in ******* *******. I bought it a few months ago. They would not let me trade it. ******************* said not to and to wait and have it repaired. After getting my vehicle the engine light came on a few hours later. The turbo had been replaced since then and is out again. The thermostat is broke. The alternator belt and alternator is broke. The batter is low. The ac compressor is needed to be replaced. There are also many other issues they mislead me about. They scared me and refuse to help cover anything that isn't not engine related. There is a 18th month Warranty. My car has been to them 5 plus times to get fixed for the same engine light problems. The same oil leaks. The same acceleration issues. My car is unsafe and the power steering went out on me while I was driving. The day after I got it fixed at instant auto. The head gasket valve cover was also messed up. I am not sure what I am looking for but I want to report them.

  

  Business Response

  Date: 07/23/2024

  The customer purchased the vehicle 2/27/24. The first noted complaint in our system is dated 3/13 for a check engine light. At this point,the customer was already ineligible for an exchange as she had driven more than 500 miles. She brought her car in on 3/25/24 and it was determined the vehicle needed a new turbo, along with some other parts. On 4/24/24 Instant Auto replaced the turbo and all the lines for that, a new thermostat, a new radiator, a new serpentine belt, belt tensioner and drive belt. None of these parts were covered by her warranty. Instant Auto was not legally obligated to replaced any of these parts; however, we did at no cost to the customer but a cost of over $2,000 to ********************** Auto. The customer was told more than once that the a/c compressor was noisy and should be replaced. This is not a covered part. Instant Auto offered to put the part on for the customer, but she had to buy the part. The customer refused. She was told this would cause problems down the road if the compressor seized up. The customer took the risk of driving the vehicle with this knowledge.
  
  We have gone out of our way to assist the customer but she refuses to take proper care of the vehicle or acknowledge that as the owner,she will be responsible for wear and tear parts. During a recent conversation, it was discovered someone else replaced the a/c compressor and now the vehicle is supposedly having problems with the turbo. It is possible the person who replaced the a/c compressor did not attach all of the hoses correctly causing a leak or disturbance to the turbo. However, this could not be expressed to the customer as they abruptly ended the call.
  
  Instant Auto Finance will not do further repairs on this vehicle unless it is explicitly covered under the warranty. We also recommend the customer cease reporting false claims of negligence and poor customer service against ******************** on social media.

• Initial Complaint

  Date:04/18/2024

  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.

  On December 31 I purchased dodge journey 2017, long process but to make it short I got the vehicle. As I was driving I noticed I couldnt go over 45 miles on the highway or streets. So I called and told ***** what my problem was. (Willy the car sales man for instance auto finance). When his mechanic look at it,( mind u Im still under a 1 year warranty). It was blown head gasket. So we trade it out. But during the trade out, hes rushes me to pick a car and when I couldnt find a replacement car he wrap it up and I had no choice but to ride the journey with the blown head gasket. Next week and half I get into Chrysler 200 2012. It seem like a good car honestly in my opinion. But even then he was ******* me yet again to get into a car, I should had back out the contract. If the repairs cost way more then my down payment. As the month of January go on Chrysler ************************************************************** street. soon as I hit 50 it skips gears or shuts completely off, in the middle of traffic. Ive replaced the throttle body evap soloinoid and crank shaft sensor. When nun of the new part fix the engine skip. I went to **** to get a final diagnosis. And they were honest, I had head gasket leaking, timing chain and guides needs replaced. Timing correlation issues. P2173 and PO339, these where my code the carx mechanic find n explain to me. So i try to call ***** to tell him about it. Knowing he know it was me calling he decides not to answer. So I go up there to at least let him know n see wat we can do. He act clueless n ran to the garage. Now yes he probably did have customers. But how you do that with customers waiting on you( which I respect the customer). But a man shouldnt run or side a problem. I honestly dont want it Im ok with them taking the car I just other want my money back or out the contract without repossession on my credit

  

  Business Response

  Date: 04/25/2024

  *** customer did purchase a vehicle on 12/30/23 and took advantage of our exchange program on 1/13/24. Our exchange policy is 30 days or 500 miles, whichever comes first. We exchanged the customer even though he was over the 500 miles. *** customer chose to drive the vehicle knowing it had a blown head gasket because he didnt have the money for the vehicle he wanted.
  
  *** customer exchanged into a 2012 Chrysler 200 on 1/13/24.On 4/16/23 the customer barged into the managers office and sat down while there were other customers in the office. *** manager, *****, told the customer that he would need to wait his turn. *** customer got angry and stormed out of the building. At no point did the customer tell us there was a problem with the car. ***** followed up with the customer and he brought the vehicle in on 4/23/24 complaining was overheating and seemed sluggish. He said someone told him he needed a new head gasket and timing chain. He also the throttle body had been replaced. Our repair shop did a coolant system flush and replaced the thermostat. ***re was a code regarding the throttle body and the customer was told to take the car back to whoever replaced the throttle body because they must have got a bad part.
  
  Instant Auto Finance paid for the repair even though it is not covered under the warranty and the customer has driven the car ***** miles since purchase.
  
  We respectfully request that this review either be rescinded by the customer or removed from our account as the allegations are false and exaggerated, and Instant Auto went above and beyond by performing repairs not covered.

• Initial Complaint

  Date:12/26/2023

  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.

  On 10/27/23 I purchased a 2014 Chrysler town and country. My paper plate expired on 12/11/23 the car lot first scheduled to repair a crank sensor. Then they get it in said they will have to a timing chain. Then they claimed to replace the motor. Then I had to have it towed back to the shop and they couldnt say what they fixed and wouldnt provide me any type of invoice or service record for what they have done. The issues with this van has caused me to miss work. *** had to rent and borrow rides when I can my mortgage payment is no 2 months behind due to this. I have kept making my biweekly car payment throughout this ordeal. I missed this last payment. Car lot said I needed to contact ******@ scscreditcorp.com Ive reached out at that email and phone calls beginning 12/8 they have a 500 mile or 30 days return clause I asked the car lot about that multiple times they fix the ********* and tell me keep driving it. To push me over that I want to talk to ***** about some type of arrangement to be made so I can either A. Get a reliable opertstiing vehicle or B make some arrangements to bring my account current all attempts to reach out have gone unanswered yet they will call my references seeking they deliver a message about making my payment please help

  

  Business Response

  Date: 01/03/2024

  We are sorry to hear ****************** has had mechanical problems with the van. Our vehicles are purchased at auctions and are inspected for drivability and safety. However, the vehicles are used and are not in the same condition as a brand-new vehicle. The vehicles are reconditioned, and test driven for approx. **** miles before being put on the lot for sale.
  
  ****************** purchased her vehicle 10/27/23. Unfortunately, the engine in the vehicle needed replaced shortly after purchase. The warranty is a 50/50 warranty meaning she is responsible for half of the engine replacement. As a show of good faith since ****************** had just purchased the vehicle,Instant Auto replaced the engine at no cost to her on 11/20/23. On 12/12/23,Instant Auto Finance replaced the **************** Module and the starter also at no cost to her. Those items are not covered under the warranty. Instant Auto has spent $3,400 in repairs on the vehicle since the purchase.
  
  While we understand ********************** frustration and that these mechanical issues are not her fault, they are also not the fault of Instant Auto Finance. Instant Auto Finance did not knowingly sell a vehicle that would need an engine replacement; however, they did fix the vehicle. ****************** has been sent another copy of her warranty, and unless any future repairs are covered under the warranty, Instant Auto will not be covering any further repairs.
  
  Regarding the finance company and payments, the finance company is not involved in the repair of vehicles. They are only responsible for the collection of the loan. *************** works with customers on a regular basis when they are behind on payments, but as the customer it is important to maintain contact with your account representative and that you make your payments per any agreed arrangements. 

• Initial Complaint

  Date:09/08/2023

  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 vehicle on October 14 2022 and immediately it started dying. I had to fight with them for an entire month because the car wouldn't start having battery issues. The car was already a repo buyback because the previous person let it get repoed because it stopped starting on them *********** knew this and they did a Band-Aid repair job when they knew the car had problems now it's not even a year later and the car needs a new ECM which is going to be over $1,000 *********** is claiming that they will not assist with this repair even though it's been less than 12 months for their warranty they are claiming it doesn't fall under the warranty but they knew it had problems from the start I had to call them 24 and 19 times while I was sitting in their lobby ***** steal the manager claims that I test drove this car but I never test drove this car because it was in the showroom and I have a photo proving it was in the showroom ************************* the man who sold it to me said customers were not allowed to drive it out of the showroom He took it out filled up the tires because the back two tires had holes in them which I had to replace immediately after buying the car I understand it's a used car but they already knew it's a repo buyback when I called ***** she also works for instant auto finance and she works for *** credit corporation the finance company that takes payments for these vehicles I said what are you going to let happen me have it repoed and then you sell it to some other poor fool her ******** words to me were "ma'am I can't discuss my business practices" I have called multiple times trying to get the owner of the company which they tell me is public record I have found nothing on their website like **** the call girl at the keystone location claims.

  

  Business Response

  Date: 09/15/2023

  The customer purchased the vehicle on 10/14/2022. She signed a contract for the financing of the vehicle along with the warranty paperwork.The warranty specifically states it is a limited 50/50 warranty valid for 12 months or ****** miles, whichever comes first. Additionally, the warranty specifically states what is covered. Regarding the engine, only the engine itself is covered.External engine parts are not covered. The same is true for the transmission.Only the transmission itself is covered, not external parts.
  
  The customer returned on 11/07/2022, which is 24 days after she purchased it, and Instant Auto Finance replaced the battery. This was done as a measure of good faith as a battery is not covered under the warranty.
  
  The customer is simply lying about the test drive. Customers are not allowed to drive cars out of the showroom themselves. An Instant Auto Finance employee removed the vehicle from the showroom for the customer to drive. She also signed a Test Drive Agreement attesting to driving the vehicle before purchasing it.
  
  Whether the vehicle was a previous repossession is irrelevant. Dealerships buy repossessions all the time from auctions.Sometimes, Instant Auto Finance will purchase a repossession from our finance company when a customer has quit paying. Sometimes we buy a repossessed vehicle from an auction. This is a moot point.
  
  The customer is not only out of warranty, the repair she says the car needs would not be covered under the warranty anyway. She seems confused and does not understand the vehicle is financed, not leased. This means she is responsible for the maintenance and repairs of the vehicle.Instant Auto is only responsible for the warranty, which her vehicle is no longer covered.
  
  The customer continues to harass our employees by calling and screaming at them. She simply is complaining because she doesnt like that she is being told no. She thinks bad mouthing the company, lying and making threats will get her what she wants. There is nothing else Instant Auto Finance can do for this customer.

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because:
  
  This is a lie. I did physically sign whatever paperwork that they asked me to sign to get the car out of the dealership. The salesman drove it out of the showroom and immediately back to the service center to air up the back tires. He also promised he would fill the tank and I left on a quarter of a tank. The next month I had to replace to two back tires because it has a slow leak. The business knew everything that was wrong with this vehicle and bandaid fixed it. I had to beg them to give.me a new battery because she claimed I couldn't exchange my car even though the dealership said there was an exchange process if you didn't like your current vehicle. They only agreed to replace the battery after I threatened to swap my vehicle because they knew what was wrong with it and wanted me to get stuck with it. The sales man was very accommodating and let me put a down payment on the car and come back almost 2 weeks later to buy the vehicle and complete when I got paid again. He claimed "3 people have come to buy that car since you had your down payment and I told them no I was holding it for you" this is another tactic of how I know they knew there were issues with the car because I had only placed $200 down and any business who wants to.make money if they had another person before me let alone 3 who had the money to buy it then they would have let them. I understand what a lease and a finance it. I agreed to a $12500 something finance for this car that's supposed to be running but from the start they knew it had electrical issues because the salesman told me to go to pic a part a local junkyard and "just get a new radio" to reprogram it in my car because the Bluetooth kept kicking off. He also claimed the remote start worked and it didn't. So everything they have done with this car is not true. And yes I have called the dealership multiple times to get someone other than **************** because her words to me after my saying I know it was a repo but back you guys ha e fought me with this car almost a year and what are you going to let it do get repoed from. Me and resell it to some other poor fool. And *****'s exact response was "ma'am I can't discuss my business practices" after I called multiple times asking the receptionist **** and *****. Who the owners of the company they claimed it was public record and in the website. I called the customer service number for the dealership and still have had no response. The only thing I could find on ****** was a possible owner named *********************? But it wasn't until I gotacted WRTV and ******************* did some investigative work on the business and found the possible owners to be a 
  ********************* and an  H ***********************. No I want the owners to know that their employees to not treat customers professionally at all. 

   

  Also when I bought the car and came back in less than 2 weeks for it dying and not starting. They tried to make me pay a $90 diagnostics fee IMMEDIATELY.  To see what was wrong with the car. It is to my understanding the company sells damaged vehicles with the hope customers come back and have to use their service center for repairs and they offer 50% ************ when you work through them. 

   

  they knew the car had issues it was bought from auction in michigan and they patched it up to get it running and sold it to a poor fool myself who needed help and a car. Everything that have said from the beginning makes it seem like they are on your side but they are great actors and scammers. I also have a case in with the states attorney office. At this point I'm assuming they will come repo the car and I have never had that happen in my 33 years of life. 

  

  Business Response

  Date: 09/15/2023

  Please refer to the original response. We are not changing our response. The customer's false statements are indicative of her interaction with our staff. She has been treated with respect yet she continues to make untrue statements. Instant Auto Finance honors it's contract and warranty. Her vehicle is not covered under the warranty anymore and neither is the repair. As a vehicle owner, she is responsible for the repairs. All of our vehicles go through a mechanical inspection, including this one. There is nothing else we can do for this customer.