The Straw Lot

Please find attached the response from our District Manager Nathan L [redacted] in regards to Mrs***'s complaintTo whom it may concern, [redacted] ***, purchased a Ford Taurus X (Vin#: [redacted] ) from Instant Auto Finance on 3/19/2016, at that time the vehicle had 117, miles reading on the odometerA few days after her purchase, she informed us that her air conditioning had stopped workingEven though air conditioning is not a warranty issue, I offered to have her vehicle diagnosed by [redacted] On 3/25/ [redacted] found that her A/C compressor has failed and needed replacedInstant Auto Finance authorized the repair of $which we paid 100% of the expense, even though it was a non-warranty itemDuring the repair on 3/25/the vehicle had 118,miles on the odometerThe customer inquired about our exchange program and she was informed that we can do an exchange but she would need to choose a vehicle of equal or lesser value, as that is written in the agreementAt that time there was not a vehicle she was willing to exchange intoWe informed her that the exchange policy is only active during the first days or first miles driven (whichever occurs first), from time of purchaseInstant Auto Finance has no record of when her vehicle was dropped off for a transmission inspection, as no issues could be duplicated and no diagnostic fee was chargedHer vehicle did get looked at by [redacted] for her transmission concern but the actual date is unknown as no fee was chargedAt this time, Instant Auto Finance would gladly review any diagnosis from a repair facility of the customer’s choiceIf the diagnosis finds that a warranty item has failed and the warranty is still active by miles and time, we will honor our agreements with the warrantyRespectfully, Nathan L*** District Manager Instant Auto Finance

The sales rep I spoke with lied and fraudulantly misinforned me about the type of transmission in the vehicleThe manager while my witness was on the line as well never asked me to present him with the paperwork for the diagnostics doneOr that would have talen place a month agoI want my money back in full, toknow what paperwork was sent to SCS Credit Corp to verify authentication, I asked the manager Nathan what I would have to do to get it fixed his plainly suggested "YOU CAN DO A VOLUNTARY REPOSSESSION " As disgusted as I was he NEVER AGREED TO FIX OR GAVE ME ANY OPTIONS TO FIX THE CARIF HE DID WHY WOULD HE SUGGESTS TO VOLUNTARY REPOSSESSION? It is $to fix the car and I have been thoroughly keeping dates, times, and receipts of all the money, calls, etcThis has caused hardship on my finances and family to no availI WOULD NEVER HAVE BOUGHT THIS CAR IF THE SALES REP DIDNT MANIPULATED ME.Terible business ethics and fraudI would have gladly given repair costs insyead of spent money after money, stranded, etcBefore reading the other reviews of other buyers that had been put in the same situationTheir car breaking down in a matter or days to weeksAfyer learning all of these bad practices and the negligent attempt of the manager to suggests voluntary REPOSSESSION there isno excuse for me to suffer continuous.He left out in his response that he never asked me to bring the car back when he was there to talk, He It makes no senseAs many places that I have filed against this fraudulently practices and poor business ethics of this company If ot was that easy to just verify the repairs they would have yaken place at this momentPaperwork that the sales representative Jeremy said wasnt fully filled out, So who filled it out if I didn't? Im not for sure what this company has filled out in my name seeing that they have liedin this response saying they asked me for the repair documentsLied about the type of transmission this car had in it to manipulation tactics to get me to purchase the carI did my research on this specific transmission and the year make on the car which is why I asked on the day the deposit was required.Before the deposit was made I specifically asked and he advised in front of me and my boyfriend it didn't have a cvt transmissionAnd lastly no one has called or followed up with the status of this issues and it is a month later which shows how important Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 8, and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I should not have to pay 50% of a repair that should have been taken care of at the time of purchase as agreed to with DerrickAnd there would have been no out of pocket expense to me When you service tech could not find the problem because of course it is a newer engine they just started throwing parts at it and telling me it was fineIt was not until I took the vehicle to the dealer that light was shed on the issue and it was found that the time chains were badHad the instant auto techs that they contract been competent enough they would have known this and we would not be in this situation Meanwhile once I found out what the problem was I went back to the store to visit Derrick and he specifically said "oh the timing chains are not covered" so who am I to argue with your(Instant Auto Rep)whom is supposed to know the businessSo I then had to find a tech to service the vehicle in order to drive itClearly I could not afford for a vehicle to sit and wait for the dealer to play around when I have to have this vehicle to get back and forth to work, hence the reason I purchased the vehicle in the first place with that being said I understand that DERRICK is no longer with the company and I herd that they were more complaints then just mineBad representation on Instant auto's part should not cost the customer in the end by the way the miles on the car was well under 12,miles for pete sake this all started from day and was taken to the shop when scheduled by derrick, it is not like it was a new problem, the company was well aware of it Regards [redacted]

Ms [redacted] makes reference to "text messages, paperwork" and "call logs" that document her complaints and efforts about the vehicleWe request Ms [redacted] provide us with copies of these materials before we make another responseThank you

Thank you for sending us the rebuttal from out customer, [redacted] I have reviewed the rebuttal and all documents that I could obtain concerning this account and I still must stand by my original responseI am sorry Ms [redacted] is unhappy with our determination but she was issued the Written Limited Warranty that is issued with nearly every retail sale we completeThe vehicles are used and all have some wear (none specifically knows as a failed component prior to sale) that has occurred since the date manufactured, that is specifically why we issue the standard Written Limited Warranty to customers like Ms [redacted] If Ms [redacted] has any supporting documentation from our company that supports her claim I would be eager to review it and honor its content if it is executed according to out standard company policies (the correct forms used).Please see attached documents pertaining to the Limited Warranty Ms [redacted] received at the time of purchaseRespectfully, Tim R*** District ManagerInstant Auto Finance, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.As I stated in my initial complaint against instant auto finance there is no way there damages to this vehicle were brought on by me even with 11,milesI haven't even had the car a full yearI was told by both [redacted] and [redacted] to take the vehicle back to the Dealer because it was sold to me that waySo the initial repairs they claim to have completed are irrelevant, as they have nothing to do with the current repairs neededThe repairs needed now are completely differentWhat doesn't make sense is why would two totally different vehicle repair establishments with certified mechanics both say the same thing about the repairsBut the company Instant Auto Finance uses for their vehicle maintenance can't seem to find anything wrong with itBottom line I feel they are not honoring the warrantyThese repairs add up to a new vehicle and I'm still paying on this car for two more year and it's already on it's last leg within the first yearIf they will not fix these repairs needed I want my money backIt's really bad business to have even sold this vehicle to me in this conditionI have also attached pictures of all of the leaks they don't claim to seeIf you look at the diagnostics from [redacted] and [redacted] it shows things covered under warranty Instant Auto Finance Regards, [redacted] ***

With respect to her purchase of a vehicle, Ms [redacted] has filed.A complaint with the Revdex.com against Instant Auto Finance, to which we responded.A complaint with the Attorney General's Office against Instant Auto Finance, to which we responded.Since these complaints, Ms [redacted] has also filed responses to Instant Auto Finance's responsesMs [redacted] has also filed a similar complaint against SCS Credit CorpMs [redacted] 's various complaints and responses are substantially the same and difficult to followWe stand by our previous responsesInstant Auto Finance will honor its warranty.Sincerely, John M S*Corporate CounselInstant Auto Finance, Inc

Please find attached the response to the complaint from Mrs*** from our District Manager Nathan L***. *** *** purchased a Mercury Mariner (Vin#: ***), on 9/14/15. On that date the vehicle had 112,miles on the odometerInstant Auto Finance had
numerous repairs performed on the vehicle before her purchase including the following: 1/27/*** *** *** replaced the rear differential, washer cap, license plate bulb, front washer pump, oil pan gasket, transmission cooler lines, front brake pads and rotors, rear brake pads and rotors, changed the oil and filterOn 8/11/2015, *** *** *** replaced a right front ABS ring and replace the rear end differential under their warranty from the previous repairCustomer stated that she was using gas faster than expected and burning oilShe was asked to get it to a shop of her choice to have the vehicle diagnosedAccording to her she went to *** *** to get the vehicle looked at and they claimed it needs a number of gasket replaced to fix her issuesI informed her that her diagnosis didn’t seem accurate and I would like her to get a second opinionI authorized to pay for a diagnosis with Quality Auto RepairUpon Quality Auto Repair’s inspection, they found minor leaks or seeping with the half block, which they stated is and expected on a vehicle with 124,miles on itFuel trims were found to be MGP average and within 5% of expectedThey stated that the oil was over filled by quarts, sway bar links are now worn and the right rear axle seal is now leakingQuality Auto Repair did recommend that a light bulb, the sway bar links, tires, and right rear axle seal be replacedMs*** has driven the vehicle 11,miles since purchase and the warranty was still active as of 6/22/2016, which is the last known odometer reading; however, the diagnosis from *** *** and Quality Auto Repair shows no items that are warrantable concerns. At this time Instant Auto Finance has honored and will continue to maintain our commitment to our customer as it pertains to the warranty on the vehicle and the parameters of that warrantyThose parameters consist of specific parts and that we cover 50% of the parts and labor on qualified repairs. At this time no warranty item is have been found to be in a state of failure. Respectfully, Nathan L*** District Manager Instant Auto Finance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again as stated several times this is unacceptableHow can you say the head gasket is the only thing covered by warranty in one sentence then another say there are no covered warranty concerns at this timeEven the previous response before this one all of the same information was presented and Instant Auto Finance claims there is nothing wrong with the vehicle at all. These are not opinions these were diagnosis of the repairs needed for this vehicle, made by certified mechanicsThis vehicle was sold to me in this very conditionI understand very well that used vehicle need maintenance, but it should not be repairs more than half the value of the value or sale price of vehicleAgain I have not had this vehicle long enough to cause these type of damage, or drove enough miles.I should only need regular maintenance as far as oil changes, tune ups, breaks, maybe tiresThose should be regular upkeep maintenance on a vehicle sold in a decent running conditionNot transmission, motor leaking oil, and every single gasket needing to be changed!this condition of this vehicle is due to the negligence of Instant Auto Finance. All I'm asking is to repair the vehicle or return my money. Do the right thing and honor the warranty anything else is unacceptable
Regards,
*** ***

No it was not as is

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I am not satisfied with this resolution because the responses are fabricatedMy salesperson was Dana I dealt with Dana and from day of purchase had issues with the brakes scrubbing and the car not stopping and it was winterDana said he would schedule for me to bring the car back for repairI neglected to get this in writingWe texted back and foward many times about this at least 2-times a weekNo lights were on at that timeI suppose 01/17/may be the day my brake said this is enough and the ABS light did come on and I almost wrecked in the winterThis would be the first time I said let me bypass Dana and the 1st time I spoke with Nathan or whomever the manager would be on KeystoneThis would be when they finally took action and yes fixed the abs system or in the words of the shop, "made it safe to drive", but they only scrubbed some rust from my rotor and said my pads still had lifeThis is even though I have pictures everything rusted and disgustingAnd when the shop removed and replaced my transmission they said the exhaust bolts connected to the manifold were rusted throughNow Dana,y salesman knew the problems with the vehicle and the vehicle was driven to this said shop on my mileage and backI believe this puts me in warranty for the initial and subsequent transmission issueAs long as they reimburse my mileageThen since Dana was aware of the vehicles issue and his non intent to repair them, he robbed me of my right to exchangeSo now, I have the text messages, paperwork, call logs that show all dates of contact.] I want y warranty and guarantee back and no late reporting with the right to exchange
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Please find the attached response to [redacted]s Revdex.com Complaint, if you have any further concerns or questions please let me know.

Please accept this as our response to the complaint flied by our customer [redacted]. If the mileage is under the 12,000 miles that is a term or our Limited Warranty (which we do not know at this time), the customer had 50% coverage. However if she had the work done at a non authorized...

repair facility by Instant Auto Finance, this could create a problem with her claim. The previous repairs done on her vehicle (prior to sale and after) were paid for by Instant Auto Finance by a liscensed repair facility, and in their opinion the Variable Cam Solenoid Assembly and Oxygen Sensor was the cause of the Check Engine Light. While the code listed in the complaint ts a valid code, it is a generic code that takes some investigating by competent mechanics to determine the actual problem. There is some merit to the "opinion" that a Cam Shaft Position being completely off could be a sign of a stretched timing chain, but this is normal usage on this component. As stated above the vehicle was sold with a 50% Limited Warranty and the timing chain would be a covered component if the terms of the written warranty were met and present. Please see include the Limited Warranty, Buyers Guide for clarification to the termes of the written warranty given to [redacted] at the time of purchase. If you have any further questions that I may assist with please do not hesitate to call (574)262·2617 ext. [redacted].   Sincerely, TimR[redacted] District Manager Instant Auto Finance, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As I stated in my initial complaint against instant auto finance there is no way there damages to this vehicle were brought on by me even with 11,740 miles. I haven't even had the car a full year. I was told by both [redacted] and [redacted] to take the vehicle back to the Dealer because it was sold to me that way. So the initial repairs they claim to have completed are irrelevant, as they have nothing to do with the current repairs needed. The repairs needed now are completely different. What doesn't make sense is why would two totally different vehicle repair establishments with certified mechanics both say the same thing about the repairs. But the company Instant Auto Finance uses for their vehicle maintenance can't seem to find anything wrong with it. Bottom line I feel they are not honoring the warranty. These repairs add up to a new vehicle and I'm still paying on this car for two more year and it's already on it's last leg within the first year. If they will not fix these repairs needed I want my money back. It's really bad business to have even sold this vehicle to me in this condition. I have also attached pictures of all of the leaks they don't claim to see. If you look at the diagnostics from [redacted] and [redacted] it shows things covered under warranty  Instant Auto Finance.
Regards,
[redacted]

[redacted]. has been contacted by an attorney representing Ms. [redacted]. Since she now has an attorney, [redacted]. prefers to direct all communications with respect to this matter to that person. Therefore, [redacted]. will not respond in detail to Ms. [redacted]'s complaint with the...

Revdex.com. We will make a good faith effort to amicably resolve this matter. Thank you

The sales rep I spoke with lied and fraudulantly misinforned me about the type of transmission in the vehicle. The manager while my witness was on the line as well never asked me to present him with the paperwork for the diagnostics done. Or that would have talen place a month ago. I want my money back in full, toknow what paperwork was sent to SCS Credit Corp to verify authentication, I asked the manager Nathan what I would have to do to get it fixed his plainly suggested "YOU CAN DO A VOLUNTARY REPOSSESSION "  As disgusted as I was he NEVER AGREED TO FIX OR GAVE ME ANY OPTIONS TO FIX THE CAR. IF HE DID WHY WOULD HE SUGGESTS TO VOLUNTARY REPOSSESSION? It is $2500 to fix the car and I have been thoroughly keeping dates, times, and receipts of all the money, calls, etc. This has caused hardship on my finances and family to no avail. I WOULD NEVER HAVE BOUGHT THIS CAR IF THE SALES REP DIDNT MANIPULATED ME.Terible business ethics and fraud. I would have gladly given repair costs insyead of spent money after money, stranded, etc. Before reading the other reviews of other buyers that had been put in the same situation. Their car breaking down in a matter or days to weeks. Afyer learning all of these bad practices and the negligent attempt of the manager to suggests voluntary REPOSSESSION there isno excuse for me to suffer continuous.He left out in his response that he never asked me to bring the car back when he was there to talk, He It makes no sense. As many places that I have filed against this fraudulently practices and poor business ethics of this company If ot was that easy to just verify the repairs they would have yaken place at this moment. Paperwork that the sales representative Jeremy said wasnt fully filled out, So who filled it out if I didn't? Im not for sure what this company has filled out in my name seeing that they have liedin this response saying they asked me for the repair documents. Lied about the type of transmission this car had in it to manipulation tactics to get me to purchase the car. I did my research on this specific transmission and the year make on the car which is why I asked on the day the deposit was required.Before the deposit was made I specifically asked and he advised in front of me and my boyfriend it didn't have a cvt transmission. And lastly no one has called or followed up with the status of this issues and it is a month later which shows how important Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]8, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They first off lied I came in about my trasmission a fee days after purchase because of the transmission they then told me it was the air compression I then told them could they trade me out they told me they did not have a vehicle for equal or lessor value I talked to the sales person jeramy on keystone Ave were I purchased the vehicle I then dropped the car off to them I have proof of me renting a car from enterprise when I had to leave the vehicle with them along with my mother dropping the vehicle off with me I also have our security person from were I work at as a witness because he took me up there to pick up the vehicle after they could not fix the transmission problem an the sales manager spoke with Mike the security for our area and told him of the problem that they could not fix I have still been paying on a car that is default from the warranty with no resolutions. I have asked the at that point again to trade me out he said my warranty was good up til 129,000 miles. So I either want my money back or a trade when they had fixed the air compress it was way before 30 days an they should have all the times that vehicle has been dropped off its been twice .for the same problems once they claimed the work was completed the second time they kept it for 3 days without work being completed due to them telling me they had to send it off there mechanic told. Them the vehicle gets stuck in neutral he checked everything out but there was nothing else he could do but replace the transmission at that point I was told to get a transmission flush an maybe that would fix the problem. This was from the sales manager so at this point there was nothing done to the vehicle an I paid all that money out for a rental from Wednesday til Friday for no results 
Regards,
[redacted]

With respect to her purchase of a vehicle, Ms. [redacted] has filed.A complaint with the Revdex.com against Instant Auto Finance, to which we responded.A complaint with the Attorney General's Office against Instant Auto Finance, to which we responded.Since these complaints, Ms. [redacted] has also filed responses to Instant Auto Finance's responses. Ms. [redacted] has also filed a similar complaint against SCS Credit Corp. Ms. [redacted]'s various complaints and responses are substantially the same and difficult to follow. We stand by our previous responses. Instant Auto Finance will honor its warranty.Sincerely, John M S[redacted]Corporate CounselInstant Auto Finance, Inc.

Ms. [redacted] purchased a 2010 Dodge Journey from Instant Auto Finance on 12/1/2016. On or about 1/17/2017 Ms. [redacted] requested that we look at her brakes due to a light that had shown up on the dash. We informed her that brakes were not covered by the 12 month/12,000 mile warranty; however, we agreed to...

inspect her issue at no charge to her. [redacted] (the service facility) found a brake sensor that had failed and needed replaced. We approved the repair at the cost of $386.71 and did it at 100% goodwill, Ms. [redacted] was charged nothing for the repair. No other issue was brought to our attention at that time or at any other time. We do offer an Exchange Policy as long as the customer is within the first 30 days or 500 miles from the original purchase date and miles. However, by the time her request for the brake inspection was brought to our attention she was already outside of the policy parameters by time. The 12 month/12,000 mile warranty does cover internal engine and transmission failure but at this time we do not have record of the suggested repairs or the current miles on the vehicle in order to verify if the customer is covered under the warranty. If Ms. [redacted] will contact Instant Auto Finance, Instant Auto Finance will have an inspection performed on the possible issues potentially covered by the warranty.