Complaints

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

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  Instant Auto

  2151 NE Independence Ave Lees Summit, MO 64064-2314

• 

  Instant Auto

  1110 N Rogers Rd Olathe, KS 66062-5430

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:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 this vehicle in January of 2024, it overheated on my way home. It was driven from the Lees Summit lot to the Olathe lot for me to purchase and drove fine on the test drive. Fast forward to now, this car has been in the shop 6 different times and the overheating issue was never solved and then it just quit running. I had taken it to the shop and it had to sit at the shop the 3rd time, because my 60 day tag had expired and I had had foot surgery, so I couldn’t drive. They gave me the run around on the sales tax receipt as well. Here it is, the end of October and it’s been in the shop and not driven more than I’ve ever even sat in it and it hasn’t started in over a month and I’ve taken it to the shop, had everything tested and everything looked and tested fine. They knew they sold me a lemon and were perfectly fine with it. I’m beyond frustrated and irritated and honestly, if I could give this place zero stars and steer anyone I could away, I would.

• Initial Complaint

  Date:08/30/2024

  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.

  If I could give zero stars I would please people save yourself I purchased a 2015 Chrysler 200c beautiful car everything I wanted first week it overheated no problem they came in towed it for me free of cost. They fixed it within 2-3 days which made me happy. But I couldn’t get to happy 4 days after getting it out it overheated again I get a call today the motor on the car had a crack so you need to pick a different car or go your separate away without a car or refund. The thirty day tag was still on the car. I’m seeking help from someone on my next steps thinking about hiring an attorney the car also has a 3 year 36,000 mile warranty. Update July 27, 2024 so I guess picking another car out for down payment is no longer an option. Because of the review I’ve left wow so you’ve seen and read my review but refuse to acknowledge the problem. ** is the DM” district manager” but you can always tell when a company just throws someone into a position. he said he refused to offer me help until I take down my Google review. The Google review wouldn’t even be posted if I was taking care of properly. do not I repeat do not pay for the service plan. The reason why is because ******* **** is the company that’s responsible for excepting them or avoiding all warranty issues. They have a document that says the warranty company and ******* **** are separate companies that that is a lie. Update 8/5/24 so I’ve made my third payments to ******* **** for a vehicle that has been sitting at their shop for over a month now I called to see if the deal ** and I had spoke about in the past swapping it out for a different car well now today I spoke with sales manager ***** at the lees summit location she informed me that deal is no longer available even though I told everyone I would get an 2nd opinion on the car but now we’re back to square one

  Business Response

  Date: 09/16/2024

  I am sorry for the negative interaction you had with **. He is no longer with the company, but we would be happy to fix your car. ******* **** has merged with a local dealership, and it looks like we attempted to reach out to you to make this correct on September 13. The following message is notated in your account. 

  Make A Phone Call ********** ***** (Primary - Primary) at Home Phone 8168799421
  . Contact was not made; Result - [Left Message]. Per ******, we can fix his current car with his participation. Speaking with *** in service, we would need 1k to start work and a portion of the repairs may be able to be side noted. 

  Please reach out to us so we can get an appointment made for you. ************* 

• Initial Complaint

  Date:08/14/2024

  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 financed a vehicle with this company on 1/3/2024 it came with a warranty for the vehicle in may the engine light came on I called the service department and was told that it would take a month to be looked at and if the light went off then do not come in because they cannot diagnose an issue if the engine light was off by the time my appointment came fast forward to June the light was no longer on but the vehicle completely stopped I called instant auto they had the vehicle towed in for service and said they were short a person so it would take at least 4 weeks to be looked at I said ok that’s fine I got a call on July 15 saying the vehicle was ready for pickup I got the vehicle and two weeks later the vehicle would no longer start I called instant auto again and they had the vehicle towed in for service again was told it would be at least another month before it would get looked at or serviced I called everyday to check on the vehicle I spoke with ****** and told her at this point I no longer want the vehicle it’s to stressful and the mechanics cannot even figure out the issue she said it’s a 15 year old car with high mileage what do you expect to get out of this vehicle and started yelling at me because I said I no longer wanted the vehicle I asked to speak with the manager and she told me no and to email her stating I no longer want the vehicle and the reason and she would send me a letter saying I voluntarily gave the vehicle back I asked since it’s due to mechanical issues would they write the balance off and she said no it’s an old car I should have never purchased it I bought a 2011 Ford Edge

  Business Response

  Date: 09/16/2024

  I apologize for the negative interaction you had with ******. She is no longer employed with our company. 

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on January 11,2024 from instant auto. The car shut down and stalled on me end of may 2024. I contacted them in June 03, 2025 as the ac was not working and the car is stalling when the gas is pressed. They scheduled me an apt for June 26, 2024 at 2pm. I contacted them on June 26, 2024 to see if I can drop the car off while being repaired and they told me that this was just a diagnosis appointment. They also told me that I was scheduled for 8 AM and not 2 PM which was my agreed-upon time. They told me they could not see me and needed to reschedule my appointment and it wouldn’t be until mid July July 16 to be exact. I asked the manager and JD got on the phone and told me that I didn’t miss my appointment and the earliest he could squeeze me in would be July 8 . We are in the middle of heatwave and I have been without air-conditioning the entire time. This car has less than 3000 miles driven on it in the last five months. I the manager that July 8 was not going to work. I said it feels like 110° outside advised that this was just a diagnosis appointment and if I wanted to see repairs, it was going to be another three weeks. This was going to take me to the end of summer. On top of this when I went to title my car two weeks ago, I did not receive an ID OD or a vehicle safety inspection Or a title for application. I had to go to the dealership to obtain paperwork that should have been given to me at the time of purchase.

  Business Response

  Date: 06/28/2024

  We are sorry that this issue has occurred with the vehicle and identify this is an inconvenience for our customer.  We do have an option of dropping the vehicle off at the service location and allowing us to work it in.  Typically, when a vehicle is left and worked into the service rotation it is looked at within 2-3 days.  That can vary by the number of vehicles waiting to be worked into rotation.  As it stands today, the timeline referenced above would be accurate.   If the prior appointment was missed by the customer, we would have worked someone into that appointment slot.  I am hopeful this will be helpful for the customer.  If she would like to discuss with the management team, they are happy to discuss as well.

• Initial Complaint

  Date:06/13/2023

  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 bought a car from here last June and have had nothing but issues immediately. The car stranded me in Indiana 2 states away 3 days after I bought it. Had no oil in it and a massive oil leak. Had suspension and electrical issues. I paid my payments no questions asked. I was very concerned with all of this so fast after it supposedly passed a state inspection that the dealership conducted. After returning from this trip I had it inspected by another dealership and it failed for more that one item. The state of missouri requires a passed inspection to sell a car in the state. This is fraud. The electrical issues finally caught up and stranded me for the 3rd time. I had it towed to the dealership at my expense and let them know that I am no longer going to pay for a car that was not as advertised and did not pass the required state safety requirements. The dealership is not accepting any responsibility so I am filing this in preperation for next steps and to make them step up and rectify their mistakes.

  Business Response

  Date: 06/27/2023

  In response to complaint *******, Instant Auto performs a through vehicle inspection on every vehicle we sell. This includes a Missouri vehicle inspection if required by law. At the time this vehicle was purchased Missouri law only requires a Safety Inspection on vehicles that are 10 years old or exceed 150,000 miles. At the time of sale this vehicle was 8 years old with 96,979 miles therefore, the vehicle only required an ID/OD (odometer and VIN verification). The customers claim of fraud is invalid. As to the electrical issue the customer referenced, it was a fuse for the high voltage electrical system that blew due to low voltage on the 12v battery. At this time the customer has the option to pay for the battery and fuse as well as make an arrangement with A&M Finance, LLC to bring the account current to avoid the repossession process. 

• Initial Complaint

  Date:05/30/2023

  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 car from these people last year. It was a piece of junk and did not work. I did a voluntary repo. In the repo it was supposed to be listed as a zero balance voluntary repo. Still shows I owe $17,000 with the credit bureaus. I have disputed it with the credit bureaus multiple times. Won't come off. I called today and lady told me the car had to be sold before it was taken off. I called again and spoke to a manager and she said she doesn't know why I was advised that. She said it can take quote "Several months" when it has been six months, and wants to charge me $15 to get a copy of the agreement they mailed out 6 months ago stating it was a $0 balance voluntary repo. I have been denied credit because of the credit bureaus reporting that I owe them money I do not. This is a scam and I shouldn't have to pay money to get a copy of an agreement stating I don't owe them money!!!!! I demand they get this off of my credit report now!!!! I am filing complaints with the CCP and the Missouri Attorney Generals Office also.

  Business Response

  Date: 06/13/2023

  The matter is being investigated.

• Initial Complaint

  Date:02/07/2023

  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 attempted to file a insurance claim for my car being totaled and the air bags being deployed and no one is contacting me and the sale rep said I still have to make payment on the vehicle, the insurance that I pay is the in house insurance that I pay $37 every two week and I have been paying that for 3 and half years now. I contacted *** ******* loan and tried to reach them and I’m currently driving no vehicle right now . Can someone please help me please . I don’t know how to do nothing else regarding this issue. And I want to say that they are working together because March 2023 will be my last month and the vehicle will be payed off.

  Business Response

  Date: 02/14/2023

  We've reached out to **** several times and have given him two options. Option one being, he would have to have his car towed to our lot at his expense and option two would be he would have to pay his deductible of $500.00 so we could trade him out and get him into a new car. **** wasn't satisfied with either option and decided there should be a third option which there is not. 

• Initial Complaint

  Date:12/27/2022

  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 bought a car from them on 11/1/2022. The transmission went out two weeks later. It was in the shop for two and a half weeks, refused to give me a rental car, ontop of being out of work for two weeks because I didn’t have a vehicle because they refuse to give me a rental while they fix the defective product they sold me. I got the car back on 12/12/2022, and the transmission went out yesterday on 12/26/2022. I cannot afford to pay on a car I’m not driving and afford a rental. I sent them some emails telling them I’m returning it, they need to forgive the entire loan. When I spoke to AM finance today on 12/27/2022, they said they will report it as a voluntary repo that’s paid off. It’s cool they won’t charge me money but my credit shouldn’t be dinged for a defective product they sold me! They won’t get a tow to get it or they will report it as an involuntary repo. Their warranty sucks as you will be careless for half the time you own the car! told them I’m returning the car Thursday. Never buy from these crooks! I demand this is not on my credit report other than. And I’m the middle of typing this complaint their service dept calls me and wants to pick it up to see what’s wrong so I guess we’ll be on from here.

  Business Response

  Date: 12/30/2022

  To whom it may concern,

  The customer did purchase a vehicle and the transmission went out shortly after purchase. We fixed the issue under warranty. Recently an issue has occurred with the vehicle. We picked the vehicle up and sent the vehicle to a transmission shop to ensure something was going on with the new transmission that was installed on the vehicle. We were not able to have the transmission looked at by an outside shop due to the vehicle contacting what appears to be human feces and being to dirty to even enter the vehicle to safely pull into a shop. The shop refused to diagnose the issue with the vehicle until the vehicle was cleaned out. 

  If something is wrong with the vehicle we will fix the vehicle under warranty as we honor our warranty with any and all customers. We have been in contact with this customer letting them know of the issue with the vehicle being so dirty and shops refusing to look at the vehicle until it is cleaned out. I have attached pictures of the vehicle when we received it to have looked at by a shop. 

  We will have the vehicle looked at and if anything is wrong with the vehicle we will 100% honor our warranty and fix the issue for the customer. Before we can safely do that we have notified the customer to come and clean his vehicle out so we can safely pull the vehicle into a shop and have the vehicle looked at and to address the issue if any.
  

  Customer Answer

  Date: 12/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: You guys sold me a faulty vehicle. I returned it and told you guys to cancel the loan, as I can't claim lemon law, however the fact is clear that you guys sold me a lemon. I signed a voluntary repossession paper to get out of the debt. I will not stop complaining until I and every customer you guys have screwed over gets every cent back that we paid into the fraudulent loans you manipulated us into signing!
  Regards,
  ***** *********

  Business Response

  Date: 01/06/2023

  To whom it may concern,

  I understand your frustration if and when a vehicle has mechanical issues. however we didn't sell a you a non working vehicle. Each and every vehicle passes a Missouri inspection before the sale. After the sale the vehicle had a transmission issue which can occur at any time on any vehicle. We offer a warranty package to cover issues that happen. We can not know when a vehicle will or will not have mechanical issues as no dealership knows this. We were going to address whatever the issue is with our warranty and fix whatever problem the vehicle may have had. We were not able to get the issue addressed due to a few reasons one being the vehicle was to dirty to have looked at and the other is the customer did not give us the chance to address the issue. Our loans and the contract that is signed at the time of sale is not fraudulent. It is a standard vehicle sale contract as all dealerships have contracts that have to be signed to complete each transaction of a vehicle loan. 

  I am sorry you feel the way you do and we would have liked to have had the chance to address the issues and concerns.
  

• Initial Complaint

  Date:12/08/2022

  Type:Order 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 my car from Instant auto in 2018. My car was paid in full in August 2022. On December 6, 2022 I go to work and when I come out my car is gone I reported my car stolen. Only to find out that it was repossessed, my car was paid in full. I received a lien release from a and M finance with Instant Auto and the car is titled fully in my name. I contacted the company to see how they can repossess a car that is titled Soli in my name, and completely paid off , they refused to talk to me. They refused to give me my car and they accused me of making a fake title. When I provided the title to show it was not a fake title and that my car was paid in full and I called the company they hung up on me multiple times, and refused to take my calls . I am now out $13,000 that I paid and my car is gone. How is this even legal?

  Business Response

  Date: 12/08/2022

  To Whom it may concern,

  Customer purchased the Vehicle on 9/3/2020. The customer had 86 semi monthly payments. First payment started 9/16/2020 with the original pay off date of 4/1/2024. The customer paid 47 semi monthly payments leaving a balance of over $7,000 on the note. Customer moved to Colorado and registered the vehicle in Colorado in August of 2022 and because we hold a Missouri Title and filed a notice of lien in the state of Missouri the Notice of lien doesn't transfer state to state and A&M finance holds the lien in the state of Missouri until the vehicle is completely paid off which is currently is not. A&M Finance filed the Missouri Lien 9/14/2020. The customer was 98 days passed due with no good contact information. 

  We did not ignore the customers calls. We talked with the customer on 12/8/2022 and informed the customer of everything mentioned above. Customer continued to scream and use foul language so we did end the call at that time. We advised her that no representative from A&M Finance or Instant Auto sent the customer a Lien release as the vehicle would need to be paid off for such action to occur and the vehicle is not currently paid off.  I have attached documentation to this to show what is referenced above. The customer has performed Fraudulent activities by registering the vehicle in another state to attempt to have the lien holder removed from the title.
  

  Customer Answer

  Date: 12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:I did not fraudulently do anything, I was told by a representative at A and M finance that my car was paid off and I was sent a lien release. My payment history shows almost perfect payments and then they just stop out of nowhere? I make $70,000 a year, I have no reason to commit fraud and not make payments. I was upset and emotional when I contacted A and M finance and I informed the manage that I am highly upset and very confused so please excuse me if I come across rude. She immediately began yelling at me saying I needed to lower my voice and stop crying if she was going to talk to me. I never cussed at them. She wouldn’t allow me to get a word out and then began accusing me of creating a fake title. 
  Regards,
  **** ********

  Business Response

  Date: 12/09/2022

  To whom it may concern,

  A lien release was never sent to the customer. The vehicle has not been paid off for a lien release to have been sent to the customer. This account is past due and still has a remaining balance. The effective payoff date isn't until 2024. The note is still active and has a balance on the note. A&M Finance is still the lien holder on this vehicle until the note is paid off in full. Documents were attached to the last response showing the status of the account with the effective payoff date.  Further documentation can be provided if needed.

  Thank you,

• Initial Complaint

  Date:11/23/2022

  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 purchased a car in 2020. In August, 2022, I began experiencing issues with the car. I was speaking with Instant Auto about my options. I couldn't afford to repair it and make payments as the repairs were thousands of dollars. (I have attached texts from Instant auto as well as a picture of what is reported to the credit bureau.) I was assured that if I voluntarily turned the car over that I would need to come in and sign paperwork stating they are forgiving me of the loan and it would be processed as a repossession with a $0 balance. A couple of days ago I was alerted that something had negatively affected my credit report. I got on and looked and it was Instant Auto reporting a balance of $6,783.00. I would have done things differently had I known that this huge balance was going to be posted to my credit report.

  Business Response

  Date: 12/02/2022

  To whom it may concern,

  The customer came to sign paperwork, however we had advised the customer she did not need to sign paperwork because she was a notice of sale and would receive final paperwork once the repossession processed. Since this was a notice of sale the credit report would and will read as a repossession showing what the remaining balance is as a remaining balance owed. 

  Our finance team has explained this to the customer over the phone and in person when the customer has came in. We do everything we can to make sure the customer understand each and every situation.
  

  Thank you

  Business Response

  Date: 12/09/2022

  To whom it may concern,

  I apologize if you were misinformed on this matter. Legally the account was handled exactly how it had to be. Nothing could have been done differently on this matter. If somehow you were informed incorrectly of this matter I do apologize. Lawfully everything was performed correctly and we can not change the way it was done as that would be unlawfully.

  Thank you,

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  I have provided proof of the misinformation your employee gave to me.  This is a no-brainer for me.  You should have to uphold what I was told given the proof provided.  I may have chosen to go another route taking the balance into consideration.  The BBB should not accept this as good business practice either.  How many other people have you done this too as well?  It certainly is not a "lawful" way to conduct business.  Your company, your employees should be held accountable for misleading customers.  You don't have the right to decide to put a $7000.00 balance on my credit report after what I was told.  
  Regards,    ****** ******