Insta Credit Auto Mart Inc

Initial Business Response /* (1000, 8, 2015/10/30) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 10-19-15
By: [redacted] InstaCredit AutoMart Compliance Manager
InstaCredit Automart has been trying to reach Ms. [redacted] for several weeks regarding her...

delinquent account with us.
Ms. [redacted] has not made any payments on her account since July of 2015 despite our efforts to contact and work with her.
This complaint, filed on 10-15-15, is the first communication we have received from her since September 30th, when our account managers tried to arrange for Ms. [redacted] to make payments owed on her retail installment contract.
On September 30th, Ms. [redacted] promised to make a payment on her account but, unfortunately, failed to follow through with her promise. At that time, we had no choice but to take possession of our collateral upon the terms of our retail installment contract with Ms. [redacted].
Although the situation is regrettable, we ask that this complaint be closed.

As of yesterday, January 31, Mr. [redacted] drove off our lot in Collinsville, IL with a fully functioning vehicle. Repairs were done at no cost to the consumer. We are sorry that he has had issues with his vehicle, we hope that he is now satisfied.

At InstaCredit Automart, we always regret when we have a dissatisfied customer. In this case, Ms. [redacted] has not made a retail installment contract payment since May 24, 2017. As a result of her default, we have been forced to take possession of our collateral. We do not dispute that Ms. [redacted] may...

have been experiencing mechanical trouble with her vehicle. However, we cannot diagnose and repair a vehicle for which payments are not being made.Until Ms. [redacted] cures her past due balance of over a $1,000.00, we will not evaluate or repair the vehicle. We ask that this complaint be closed.

Initial Business Response /* (1000, 8, 2015/09/15) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 9-14-15
By: [redacted] InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a 30 Day/1,000 Mile Limited Powertrain Warranty Plus Specific...

Systems and a 12 Month/12,000 Mile Limited Powertrain Warranty under its InstaCare Limited Warranty.
Over the past several weeks, we have been attempting to contact Mr. [redacted] to resolve any issues that he has been having. Until within the last 10 days, we were unable to speak with him directly.
However, since making contact with Mr. [redacted], we have arranged for him to bring in his vehicle to one of our locations so we can evaluate it and make repairs as needed.
We ask that this complaint be closed

Initial Business Response /* (1000, 8, 2015/08/17) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 8-6-15
By: [redacted] InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a 30 Day/1,000 Mile Limited Powertrain Warranty Plus Specific...

Systems and a 12 Month/12,000 Mile Limited Powertrain Warranty under its InstaCare Limited Warranty.
We have honored the terms of our warranties but Ms. [redacted] has been unwilling or unable to make her contractual payments.
Because Ms. [redacted] has defaulted on her contract, the handling of her account is being turned over to outside legal counsel. Ms. [redacted] will have every opportunity afforded her under the law to seek redress for her alleged damages in a court of proper jurisdiction.
We are unable to comment further on this matter. We ask that this complaint be closed.

Complaint: [redacted]
I am rejecting this response because:
I called [redacted] and met with him this morning out in Arnold , Mo 12/4/17 at 10am, he test drove the car and said what he felt it needed to get fixed. He said to come back Wednesday 12/6/17 morning at 10am to get my car fixed so the steering wheel can stop shaking. Ima glad this problem will be coming to an end. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 16, 2015/07/29) */
InstaCredit AutoMart Response to Complaint #XXXXXXX by [redacted]
Response Date: 7-27-15
By: [redacted] InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a 30 Day/1,000 Mile Limited Powertrain Warranty...

Plus Specific Systems and a 12 Month/12,000 Mile Limited Powertrain Warranty under its InstaCare Limited Warranty.
We regret when any of our customers experience dissatisfaction with their vehicles and strive to remedy any repairs required under warranty coverage as promptly as possible.
We have been working closely with Mr. [redacted] to repair mechanical issues on his vehicle. As a courtesy, we have extended our thirty day warranty coverage to repairs needed on his vehicle.
We are working to remedy this complaint and we ask that it be closed.

Initial Business Response /* (1000, 7, 2016/01/05) */
We have performed the requested maintenance on Ms. [redacted]'s vehicle. To the best of our knowledge, her car is operational to her satisfaction.

Initial Business Response /* (1000, 8, 2015/11/11) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 11-11-15
By: [redacted] InstaCredit AutoMart Compliance Manager
[redacted] was offered financing terms for a purchase of an automobile at two of our...

locations and at two separate occasions. Before we could do this, we had to verify that Ms. [redacted] was legally allowed to drive in the state of Illinois as she was unable to produce a license.
Ms. [redacted] rejected our terms. She therefore did not buy a car from us and is not a current customer.
We are sorry that she was unhappy with her experience with us but there is very little we can do for Ms. [redacted] because she is not an InstaCredit Customer.
We ask that this complaint be closed.

Complaint: [redacted]
I am rejecting this response because: the information provided to from the company is Not TRUE nor is it accurate.  I can prove that the company has indeed committed fraud with the original documents that they claim that I signed.  All databases that the company claims to have linked the information regarding a clean title to the vehicle do Not indicate that the vehicle was recalled  (which it should) or any issue such as a prior accident does not show within those databases. I asked [redacted],  the salesman if any of these incidents were linked to the Suzuki XL7 prior purchase.  [redacted] said, NO, proceeded to sale me the vehicle knowing that a recall was indeed linked to the vehicle.  Only database that indicates showing of any major vehicle repair was NIH. I had not prior knowledge of this organization upon purchase.  This is the company that I contacted and the representative proved to me that the vehicle was recalled and should not have been sold to me along with the Suzuki dealer whom I contacted afterwards and they verified the same information.  The vehicle should not have been sold to me.  I also, contact the original location (St. Peters) that I purchased the vehicle who said they had nothing to do with this.  Yet, later I learned the company does have a great deal to do with this purchase.  So NO, I do not agree with the response from the company. 
Sincerely,
[redacted] [redacted]

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner.  After receiving the complaint submitted by Ms. [redacted] we thoroughly reviewed her file and we believe that there has been a significant amount of confusion...

which we will attempt to clear up in this response.  On 04/19/16 Ms. [redacted] purchased a 2008 Dodge Avenger from us.  On 07/07/16 Ms. [redacted] reported that she was in an accident in the vehicle.  At the time of the accident Ms. [redacted] did not have insurance coverage on the vehicle as was required by the agreements she made with us and Ms. [redacted] was $108.00 behind in her payments for the collateral protection insurance that we purchased on her behalf so that her vehicle would be covered in the event of an accident.  Regardless, we worked with Ms. [redacted] and the insurance company to get the accident covered for her.  However, after the insurance company paid the total loss claim, Ms. [redacted]’s unpaid balance on her account was $7,195.63. On 07/25/16 Ms. [redacted] purchased a 2008 Chevrolet Cobalt from us.  As part of that transaction, we accepted her totaled out 2008 Dodge Avenger as a trade in and gave her a $300.00 trade allowance for the vehicle.  By the time Ms. [redacted] traded in the 2008 Dodge Avenger, the balance she owed on that account was $7,276.76.  As a gesture of goodwill, we reduced the payoff on remaining balance owed from $7,276.76 to $4,200.00.  As we explained to Ms. [redacted] at the time, the $3,076.70 difference that remained on the 2008 Dodge Avenger account was forgiven and the account was closed with a $0 balance.  When Ms. [redacted] purchased the 2008 Chevrolet Cobalt from us she financed a total of $13,857.50.  The current principal balance on Ms. [redacted]’s 2008 Chevrolet Cobalt account is $8,703.88.Credit reporting agency require that disputes be initiated by the consumer.  If Ms. [redacted] feels that a credit bureau or any other reporting agency is not accurately reflecting the facts of her accounts, then she should contact that credit bureau or agency.  Our records indicate that we have accurately reported all information about Ms. [redacted]’s accounts with us to the credit bureau.  However, if after receiving a claim of a dispute from the consumer the reporting agency feels that additional information is required from us, they will contact us for that information and we will assist them in any way possible.  We do not control what any credit bureau or any other reporting agency publishes and we are unable to make changes to another company’s reports or publications. While we take exception to the accusations made by Ms. [redacted] in her complaint, we understand how one can become confused and misremember the facts of a situation.  However, after carefully considering all of the facts that we feel are relevant to this complaint, we feel that we have more than lived up to all of the agreements we entered into with Ms. [redacted] and that no further concessions are due to her at this time.

We've made several calls to Ms. [redacted] but she has not returned our calls. We have been trying to get her to bring in her vehicle for a diagnosis but as of this writing we have been unable to schedule an appointment with her. We ask that this complaint be closed pending our efforts to resolve...

the matter.

Ms. [redacted] purchased a 2008 Suzuki XL-7 on 11/29/2014 with 112,576 miles on it.  On 10/04/2016 customer’s vehicle was evaluated by one of our technicians.  Our technician found the vehicle had 181,571 miles on it at that time and that the power steering pump needed to be replaced, in...

addition to many other maintenance issues which had not been addressed.  Our technician noted that the vehicle had been driven 68,995 miles in about 22 months.  At the customer’s request, we offered to finance a portion of the cost of the repairs and maintenance required, but Ms. [redacted] advised us she would just scrap the vehicle instead. Manufacturer recalls are issued by the vehicle manufacturer and administered through the dealership networks they sponsor.  We are an independent used automobile dealer and, therefore, not part of the manufacturer recall system.  However, Ms. [redacted] was provided an AutoCheck vehicle history report (similar to Carfax) for the vehicle she purchased which showed a clean vehicle history.  She signed a copy of this report acknowledging receipt of it.  We encourage all of our customer to do their own independent research before purchasing a vehicle from us.  Ms. [redacted] acknowledged in writing at the time she purchased that she had the opportunity to complete any due diligence before entering into a contract to purchase the vehicle. We take all complaints very seriously and wish to resolve any complaint in a fair and appropriate manner.  We feel we have complied with every aspect of the agreements we entered into with Ms. [redacted] nearly three years ago.  Although, after considering all of the facts of the situation, we do not feel that any concessions are owed to Ms. [redacted], as a gesture of goodwill we are more than willing to discuss settling the balance on the customer’s account for less than the amount that is owed.

We are happy to report that the customer has a different vehicle and was satisfied with our resolution of his complaint.

At InstaCredit Automart we take all 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 they misremember things that occurred several months in the past.  In fact, we have all felt...

that frustration when we have personally been in similar situations.Mr. [redacted] purchased his vehicle from us on May 19, 2017.  Although it has been our practice for many, many years to report payment histories on our accounts on a monthly basis to [redacted] for each of our customers, it is not stated in our contract, nor any of our advertising that we will do so.  We don’t know why Mr. [redacted] is under the impression that our contract states that we will “report to 3 major credit bureaus each month.”  Regardless, we have confirmed that we have been reporting Mr. [redacted]’s payment history with us to [redacted] on a monthly basis since his purchase.  If Mr. [redacted] has an issue with his [redacted] credit report, he should contact [redacted] at [redacted].  If Mr. [redacted] has questions about any provisions of the contract he entered into with us, he should contact one of our Account Managers between the hours of 9:00am and 6:00pm, Monday through Saturday, at [redacted] and they will be more than happy to assist.At the time Mr. [redacted] purchased he was given the title to the vehicle he purchased along with other documentation needed to register his vehicle.  After Mr. [redacted] registered his vehicle with the State of Missouri, the title to the vehicle was mailed to us.  It is our company policy to provide our customers with a copy of the title to their registered vehicle upon request.  Per Mr. [redacted]’s request in this complaint filed with the Revdex.com, we have placed a copy of his title in the mail to his home address.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The problem is still here and I was called by a Rich from there office on 11/28/17 at 5:10 pm asking if my car was driving right and I said it was still driving the same my steering wheel is still shaking and the only thing that did was rotate my tires. I have now brought my car in to them 3 times for something they promised to fix from the day I purchased the vehicle on their “WE OWE” sheet and the problem hasn’t been fixed. Every time I go to pick my car up from them they have you sign for the car stating that it’s fix before you even drive the car off the lot. You are not allowed to get your keys until you sign the sheet stating that they fixed the car! I am truly frustrated and haven’t had this car a good three months and the same problem is still there. Only thing I ask is that they fix what they promised to fix which was on my sheet that they gave me. They also didn’t do a tune up nor oil change which was on the “WE OWE” sheet because they said it didn’t need it even tho when I purchased the car they said it needed one done. They are taking customers money and promising to honor a sheet stating what they will fix the car and they aren’t fixing it. Now 3 times I have taken my car to them and got no resolution at all. So this is fair to take people’s money and promise to do a job right but that’s not what they are giving. This is a scam and it’s sad that I have a car that shakes bad when I drive it, they haven’t honored their word to fix it right as promised. I’m very disppointed ahd would like to file a compliant with “BUYERS BEAWARE”.
Sincerely,
[redacted]

We have addressed the issues within the complaint and will send in documentation.

On May 23, 2016, Mr. [redacted] amended his contract to have his vehicle repaired after an accident. We have applied for and received all funds owed to Mr. [redacted] through our CPI program and have financed his deductible for him. His car is currently being worked on by a collision specialist. We...

ask that this complaint be closed.

First of all, we would like to thank Mr. [redacted] for bringing the issues he was experiencing with our telephone payment system to our attention. Since receiving his complaint we have been working with our payment processing vendor to fix some sporadic problems with our telephone payment processing...

system. In the meantime, we have spoken with Mr. [redacted] and made him aware that he can make payments by mail, online, or through recurring bank drafts free of charge at any time. We also would like it noted that we did not charge Mr. [redacted] any fees whatsoever for making any of his payments. We ask that this complaint be closed.