The Straw Lot

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

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 Derrick. And 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 fine. It 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 bad. Had 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 business. So I then had to find a tech to service the vehicle in order to drive it. Clearly 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 mine. Bad 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 12,000 miles for pete sake this all started from day 1 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]

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 response. I 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 complete. The 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 purchase. Respectfully, Tim R[redacted] District ManagerInstant Auto Finance, Inc

Please find attached the response from our District Manager Nathan L[redacted] in regards to Mrs. [redacted]'s complaint. To whom it may concern, [redacted], purchased a 2008 Ford Taurus X (Vin#: [redacted]) from Instant Auto Finance on 3/19/2016, at that time the vehicle had 117,684...

miles reading on the odometer. A few days after her purchase, she informed us that her air conditioning had stopped working. Even though air conditioning is not a warranty issue, I offered to have her vehicle diagnosed by [redacted]. On 3/25/2016 [redacted] found that her A/C compressor has failed and needed replaced. Instant Auto Finance authorized the repair of $886.09 which we paid 100% of the expense, even though it was a non-warranty item. During the repair on 3/25/2016 the vehicle had 118,035 miles on the odometer. The 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 agreement. At that time there was not a vehicle she was willing to exchange into. We informed her that the exchange policy is only active during the first 30 days or first 500 miles driven (whichever occurs first), from time of purchase. Instant 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 charged. Her vehicle did get looked at by [redacted] for her transmission concern but the actual date is unknown as no fee was charged. At this time, Instant Auto Finance would gladly review any diagnosis from a repair facility of the customer’s choice. If 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 warranty. Respectfully, Nathan L[redacted] District Manager Instant Auto Finance

[redacted] purchased a 2009 Jeep Patriot from Instant Auto Fiance on 6/3/2015. The vehicle was purchased with 125,953 miles on the odometer.  On June 23rd the customer called me around 5:45 pm.  Customer stated that her vehicle was over heating and won't go over...

20 mph.  I asked her if she was in a safe place and if there was a repair shop nearby.  She stated that she was in Glasgow Kentucky and that there was nothing around.  I told her that she needed to get it to a shop and get it diagnosed so we could determine if the failure was a warrantable issue.  She stated that she was 3 hours away from home and may require towing.  I informed her that there was not an allowance for towing with the warranty and that is would be at her expense to get it towed.  She ended the phone call. On 6/24/2015 customer arrived at Instant Auto Finance and demanded that we give her all monies that she put down on the car and take it back.  I informed her that we do not have a return policy and that she is out side of the parameters of the exchange policy.  She demanded that Instant Auto Finance either gives her money back or puts a brand new transmission in her car.  I stated that she would need to get the vehicle to an authorized repair facility and get it diagnosed, in order for us to determine what needs to be done to fix the issue with the car.  Customer claimed that 2 shop have already told her that she needs a transmission.  I asked for the estimates and she proceeded to demand we give her money back.  I clearly stated that we will not be returning her money and that we would gladly stand behind the warranty but we would have to have it diagnosed.  The customer then stated that she would bad mouth us on every website as well as call the television people.  Customer ended the call.

Please see the attached response to the rejection of our response. Thank you so much and have a great day.To whom it may concern, Thank you for the opportunity to respond to the concerns of our customer. The documents that Ms. [redacted] provided show that gaskets need replace to correct her fluid seeping issue. The only gasket that is covered in our warranty is the Head Gasket, which we are happy to honor if that was the issue, as long as all other conditions are met to make it a valid claim. As to the seepage in the other gaskets, these are maintenance items that affects all used vehicles at one time or another in our experience. The estimates and claims from T[redacted] and [redacted] are their opinion and I, with respect to that on a maintenance level am sure they would do a fine job for the customer, but that does not make it a warranty claim against Instant Auto Finance. All of the vehicles we sell are used and with that they have varying needs throughout the usage and life of the vehicle and with that in mind maintenance issues will need attention from time to time. It is not our desire for our customer to have mechanical issues that are an expense to them but the fact is it does. At this time the customer has no valid warranty claim as no recommended repair is covered under the warranty. Respectfully, Nathan L[redacted]