Insta Credit Auto Mart Inc

Ms*** purchased her vehicle on 04/19/As of this time, we believe that the most cost effective way to repair the vehicle is replacing the engineBecause the customer has had the vehicle for over two years, this type of repair is not covered by any of our warrantiesWe have, at this
time, offered to finance the repairs on the customer's behalf with no money downShe has so far refused this offer. At this point we ask that the complaint be closed

Initial Business Response /* (1000, 7, 2016/03/08) */
We brought the customer's vehicle to a Nissan dealership and the dealership advised us that the noise the customer was hearing was a operational noiseThe dealership provided us and the customer with a statement to that effect
We ask
that this complaint be closed

We understand Ms*** is frustrated, but her frustration should not be directed at us. As we stated previously, our records indicate that we have accurately reported all information about Ms***’s accounts with us to TransUnion and only to TransUnion. Per TransUnion’s website, the fastest and easiest way to resolve an inaccuracy on one’s credit report is through the online Credit Report Dispute process at https://dispute.transunion.comWe do not control what TransUnion or any other reporting agency publishes, nor are we able to make changes to another company’s publications. Ms*** should contact the credit bureau or other agencies that she feels are inaccurately publishing information about her account history with us for clarificationIf we are contacted by a credit bureau or other reporting agency we will do whatever we can to assist them to resolve any discrepancies

Complaint: ***
I am rejecting this response because: Insta credit auto mart failed to mention what their sales person *** *** promised along with all the times from the following day until the day my car was finally checked that I had called nunerous times to state what was going on with no call backs from anyone. I have never lied or had any expectations other then be provided with a reliable and safe car which I was not sold. Also I was never given any copy of contracts I supposedly signed. Yes we reached an agreement to terminate the contract however that was the only option I was given to fix the issue. Then to be told they were going to place the car back on the lot to be resold. That is bad customer care and service to try and resell an unsafe vehicle to people who are down on their luckI have never been treated with so much disrespect and lied to so much in my life then I have been by your company and employeesI am unsatisfied by the way I was treated by your company and employees. Im not asking for anything other then an apology and for you to not treat disrespect lie and sell unsafe vehicles to others.
Sincerely,
*** ***

As we stated in our previous response, we take all complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We thoroughly reviewed Ms***’s very detailed file before responding to her Revdex.com complaint and the information we provided in our response is 100% accurate. We feel very strongly that we have complied with every aspect of the agreements we entered into with Ms***. We stand by our previous response to Ms***’s complaint and consider this matter closed

We are happy to report that Ms*** vehicle has been repaired according to the terms of our warrantyShe is now operating the vehicleIf she has any further problems with the vehicle, we will deal with them according to the terms of our warranty as well. We ask that this complaint be
closed

Initial Business Response /* (1000, 12, 2015/06/30) */
InstaCredit Automart is committed to Revdex.com compliance and quality customer service
Unfortunately, this matter is now the subject of litigationWe have no further comment to make at this time and ask that the complaint be
closed

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We certainly understand how a customer can feel frustrated when the vehicle they have purchased gives them issues. We have all felt frustration when
we have personally been in similar situations. The customer’s Revdex.com complaint raises several issues and we will attempt to address each of them in this response. Customer’s Revdex.com complaint references opinions, conjecture and diagnoses provided to the customer by other companies that are unknown and unrelated to us, as well as, the fees the customer was charged for such services. Our customers are free to take their vehicles wherever they like and to get them repaired or serviced by whomever they choose. However, we cannot rely on this type of third party information, nor are we able to provide any insight into what was communicated to the customer or what was intended by the communications to the customer.Customer purchased her vehicle from us on 06/03/with 101,miles on it. The customer was provide a month/12,mile InstaCare Limited Warranty with her purchase. The warranty provided limited coverage for months or 12,miles from the date of purchase, whichever occurs first. On 05/05/customer took her vehicle to our shop with a complaint of an illuminated check engine light and an engine that was almost stalling. Our technician verified the complaint and noted that the odometer reading at that time was 125,miles. Customer had driven her vehicle 24,miles since purchase and the customer was notified that the InstaCare Limited Warranty had expired. Customer authorized and requested diagnosis of the issues stated in her complaint and agreed to our minimum diagnostic fee of $in writing.Our technician performed a compression test on the engine and found low compression in the #and #cylinders. The technician then performed a wet compression test and it indicated worn or damaged pistons, rings and/or cylinder walls. The remedies for these issues were discussed with the customer and she chose to have a used engine installed in the vehicle. However, our notes indicate customer stated she was unable to pay for the used engine and requested that we finance it for her. Based on the customer’s request and in an attempt to help the customer further, we offered her financing terms which she accepted and a used engine was installed in her vehicle.On 05/31/customer complained that the air conditioning was not blowing cold and that the check engine light was illuminated. Our technician diagnosed that the customer’s radiator thermostat needed to be replaced and that it was causing the check engine light to illuminate, as well as that the air conditioning system coolant needed to be recharged. The radiator thermostat issue nor the air conditioning system coolant recharge issue were part of the customer’s initial complaint on 05/05/17. These issues were not part of the engine replacement. Thermostats and air conditioners are not part of the engine and they wear out over time. Replacing thermostats and recharging air conditioners are part of vehicle maintenance. Regardless, we diagnosed the issue, replaced the customer’s thermostat, and recharged her air condition at no charge to the customer as a gesture of goodwill.On 06/22/customer complained that the check engine light was again illuminated and that she could smell antifreeze. Our technician diagnosed that the customer’s radiator cap needed to be replaced and that it was causing the check engine light to illuminate. The radiator cap issue was not part of the customer’s initial complaint on 05/05/17, nor was it part of the engine or the engine replacement. Radiator caps wear out over time and they need to be replaced as part of routine maintenance to any vehicle. Regardless, we diagnosed the issue and replaced the customer’s radiator cap at no charge to the customer as a gesture of goodwill.While we appreciate the sentiments expressed in the customer’s complaint and understand the customer’s frustration, we feel we have gone well above and beyond what is required by the agreements we entered into with the customer. Check engine lights come on for a variety of reasons. The fact that we replaced the engine in the customer’s vehicle does not obligate us to address any issues that arise with the customer’s vehicle when the check engine light illuminates for the lifetime of the vehicle. However, in an effort to help the customer further and as additional gesture of our goodwill, at no charge to the customer we will diagnose the customer’s current complaints to see if they are related to the engine replacement or if there are other components that have failed unrelated to the previous work we have completed. If the customer would like to take advantage of this offer then the customer should contact our service department in Arnold, MO at ***

Customer purchased a Saturn Relay with 85,miles on 08/01/15. The vehicle came with a month/12,mile limited warranty, whichever occurred first In the months and nearly 30,miles since the customer purchased their vehicle from us, it has been in our shop a number of
times for a variety of repairs. In reviewing the service history, we find that the issues we repaired were mostly maintenance items or due to the failure of relatively minor parts/systems that simply wore out over time as the vehicle aged. Over several visits to our shop, amongst other things, we have replaced brake pads/rotors, radiator hoses, the muffler, the gas cap and fuel pump, in addition to completing a number of oil changes, as well as, a cooling system flush, a wheel alignment, and a transmission maintenance service. None of the repairs appear to be related to repairs previously completed on the vehicle or any persistent issues with the vehicle. While we certainly understand how a customer can feel frustrated when the vehicle they have purchased gives them issues, it is the customer’s responsibility to repair and maintain their vehicleAlthough we are happy to help the customer in any way we can, customers are not obligated to have their vehicles serviced at our shops, nor to have us finance any portion of the cost of their repairs. In fact, we prefer for customers to pay for their repairs upfront and we only offer repair financing upon the customer’s request as an effort to help them keep their vehicles on the roadThe most recent issue we addressed for the customer was a broken shift cable in August of this year. In an effort to resolve this complaint in a fair and amicable way, at no charge to the customer, we are willing to evaluate the customer’s vehicle to determine if the current issue he is experiencing is related to the most recent repair or any other repairs we have completed for the customer. If the customer would like to take advantage of our offer he should contact our Service Manager, *** ***, at *** to arrange to do so

We have been working diligently to get the customer's vehicle into one of our auto shops to diagnose any issues that the vehicle may be havingOn April 11th, we offered to tow the vehicle at our own expense to our Collinsville location.*** and *** *** have said that they are out of town
and that they will not allow us to tow their vehicle until they speak with an attorneyBecause they are uncooperative, we cannot address any mechanical issues that the vehicle may be experiencing.We will continue to try to provide the best customer service possible to the ***sIn the meantime, we ask that this complaint be closed

Complaint: ***
I am rejecting this response because: The car is not worth putting a couple thousand dollars into when the Kelly blue book value is under and we have paid 7,and been told by insta credit Thats something we should of considered when we signed the contractinsta credit takes advantage of despert folks in despert need of tranportationWe have offered them the car back and let me out of contract and they said nope its yours you figure it outWe will garnish and sueSo again not interested in the offer.
Sincerely,
*** * *** ***

Complaint: ***
I am rejecting this response because:
I have made contact with the third party and they explained how their process worksThe woman that I spoke with started that it's just a call to place the information on my credit report And being as I disputed inaccurate information through Trans Union, the lender will should still have the notification of the dispute and are still capable of responding even though it has been past the day mark. After speaking with the third party, it is clear that not everything has been done to resolve this issueIt appears more that nothing has been attempted to resolve it, being as it is a phone call or email response to the dispute notification that is needed
Sincerely,
*** ***

Mr***'s vehicle has been fully repaired, free of charge and has been ready for pickup since June 11, We have been unable to convince Mr*** to come and pick up his car and we have even offered to deliver it to himHis response has been that he no longer wants the car and will not pay
for it. There is nothing more that we can do for Mr***We ask that this complaint be closed

I spoke with customer *** ***. Customer stated he is most interested in getting out of the contract he entered into with ICAM. Customer is not necessarily interested in trading into a different vehicle. I advised him of the following: 1.
There are no possibilities for him to simply walk away from the contract he signed with ICAM2. Unless customer is willing to put a considerable amount of money down, there are no possibilities to trade customer out of the current vehicle3. Customer has been a good customer and we would like to help him4. ICAM has made thousands of dollars worth of repairs to customer’s vehicle under warranty. (Customer acknowledged that he has not paid out of pocket for repairs.) 5. Customer is well outside of his warranty period and he is responsible for maintaining and repairing his vehicle6. ICAM is willing to make the $HVAC repair as a goodwill gesture at no cost to him7. If customer does not want ICAM to complete the $HVAC repair, ICAM will reimburse him up to $if he has the HVAC repair completed somewhere else8. UAC is willing to finance the additional repairs/maintenance his vehicle requires by adding it to his account balance without increasing his payment if customer has the repairs completed at our shop9. Per customer’s inquiry, adding the additional repairs/maintenance to his account balance will extend his loan term and he will be charged interest10. Per customer’s inquiry, if customer surrenders the vehicle we will pursue the balance owed to us through the courts and wage garnishment11. Per customer’s inquiry, this is the bottom line offer to help and there is no one else at ICAM that will give him a different answer12. Per customer’s inquiry, we will report to the Revdex.com our offer to resolve the complaint and take no further action13. My direct line to coordinate repairs and/or reimbursement for HVAC repairsCustomer stated he would think it over and let me know his decisionIt has been over a week since the customer said they would make a decision about what to do with their vehicleWe feel we have gone above and beyond to help the customer and ask that this complaint be closed

This is the first time that we have heard from this customer about any issues she has had with the vehicleIf Ms*** had brought the car to us, we would have replaced any tires that may not have been the proper sizeWe do not believe we sold her a vehicle with improperly sized tires,
however. We are sorry that Ms*** has had an issue with her tires and would have liked the opportunity to remedy the problem

Initial Business Response /* (1000, 8, 2015/11/23) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 11-20-
By: *** *** InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a Day/1,Mile Limited Powertrain Warranty Plus Specific
Systems and a Month/12,Mile Limited Powertrain Warranty under its InstaCare Limited Warranty
We have honored the terms of our warranties and we are happy to report that all repairs have been made to Ms***'s vehicle and that she picked up her vehicle on November 4,
We ask that this complaint be closed

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We certainly understand how one can feel frustrated when their vehicle has mechanical issues regardless of how long or how many miles it has been since
purchase. After receiving the complaint submitted by Mr*** we thoroughly reviewed his file and service records. Below is a summary of the relevant facts that we found that address his complaint from our perspectiveCustomer purchased a vehicle from us on 02/15/with 114,miles on it. The vehicle purchase came with a day/3,mile, whichever occurs first, limited warranty. The limited warranty covered the power train of the vehicle and other major components of the vehicle, for the term of the warranty. At the time Mr*** took delivery of the vehicle he specifically acknowledged in writing that all representations about the vehicle were in writing and that no one had made any additional representations about the vehicle orally. Additionally, the warranty document Mr*** executed states that no other warranty of any kind is made unless expressly provided within the warranty document and that no coverage will be provided if the vehicle is used for commercial purposesOn 03/21/the customer’s vehicle was evaluated by our service technician. At that time the vehicle had been driven 3,miles since purchase just days previous and he found emergency response type lights had been installed in the vehicle presumably so that it could be used by the customer in his professionWe exhausted considerable resources and attempted in good faith to work with the customer to reach an amicable resolution to his concerns. In doing so we went well above and beyond what is required by the agreements we entered into with him, what is required by regulation, or even what is reasonable to try to accommodate him Unfortunately, sometimes we find that some customers are unrealistic in their expectations, unwilling to be honest with their representations, or unable to live up to their end of the written agreements they enter into. Ultimately, in this case, we reached a mutual agreement to terminate the original agreements we entered into with Mr*** and to refund all monies he had paid to us. Per the written Termination Agreement contract Mr*** entered into, he agreed, amongst other things, to “refrain from saying bad things about (us) to anyone else” and “report any matter as resolved and dismissed with prejudice (as applicable) to any court, governmental agency, or private agency that (he) has filed a complaint with, if any.”

Complaint: ***
I am rejecting this response
because:Its goin ok but the car is still not runing at the highest rate like it should im goin to get back with them...as if this was a temporary fix the car will be goin to Chrysler dealership at my expense because I have been still sold a lemon
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/12/10) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 12-9-
By: *** *** InstaCredit AutoMart Compliance Manager
Ms*** *** defaulted on her retail installment contract with us executed on July 28, We
were forced to take possession of our collateral when it was impounded by the city of StLouis over days ago
Since the time of the impound, we have diligently been trying to work with Ms*** so that she can cure her contractual defaults and retain possession of the referenced vehicle
Unfortunately, Ms*** was unwilling or unable to pick up the vehicle from us and we were forced to sell it at auction pursuant to our rights as secured lender
We ask that this complaint be closed

As of today, the customers still possess their vehicle and it locates to Belleville, ILIf the customer is having service issues, they need to bring the car in for us evaluateWe have not seen the vehicle since September of We would sincerely like to help the customer but if they do not let
us look at the vehicle, there is nothing that we can do. We ask that this complaint be closed and that the customer call us directly to make service arrangements