Complaints

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

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  Insta Credit Auto Mart Inc

  910 N Bluff Rd Collinsville, IL 62234-5802

  
• 

  Insta Credit Auto Mart Inc

  1690 White Magnolia Dr O Fallon, MO 63366-7765

  
• 

  Insta Credit Auto Mart Inc

  4040 Jeffco Blvd Arnold, MO 63010-4214

  

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:06/25/2025

  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.

  April 21, 2025 I went to insta credit auto mart and purchased my second car. I got in a 2013 **** Escape. My first car was totaled in an accident. I do not have the best credit thus why I went back to them. I had no issues with my first car from them so I was not too worried. Two weeks after I got my car it was back in THIER shop due to a coolant leak. I had to bring it back the following Monday to have them finish replacing a part. May 20th I was driving my car and the car started driving weird. My engine light came on. I drove to a near by autozone and found out I needed a tune up. New coil pack and a cylinder 2 misfire. From there I had the car tuned up. New spark plugs new coil pack. Car drove fine after that. On June 20th, my car really started acting up. It wouldnt start or stay started. I waited the weekend and on Monday June 23rd I was told my 2nd cylinder was collapsed and I needed engine work. This company provides a ***** mile warranty. I have exceeded that. My mother went to insta credit auto mart on Tuesday June 24th, and spoke with them to see what could be done. In the end they said they wouldnt do anything. They wouldnt return any money or my down payment. They also wouldnt not pay to get it fixed or fix it themselves. They also wpuld not replace the car, as in put me in a new car. With all of that said. *** had the car TWO months.i cant afford to buy a brand new engine. I would not wish to turn my car in as it would be considered a repossession. That is what they told my mom. I have a car I cant drive and I have to make the payments. I would like to either get my money back and turn the car in with out any repercussions OR get a new car from them.

  

  Business Response

  Date: 07/09/2025

  Customer purchased 2013 **** Escape with ******* miles on it from our dealership on 4/15/24.  The vehicle purchase came with a 90 day/***** mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty. After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that she understood it and that he agreed to all terms of the agreement.
  
  Approximately 14 days after the purchase, the customer called with service issues. We had the car towed to our service department and diagnosed. We found a coolant valve and heater hose were failing. Even though these are not parts covered by the warranty we repaired the vehicle at our cost of $678.21. The customer drove ***** miles in the first week of possession and ***** miles over the next 7 weeks after we repaired her vehicle for a total of ***** miles driven.
  We are unaware of any other repairs or maintenance she may have had done to the vehicle. Our limited warranty covers ***** miles but not ***** miles per/mo. This high rate of usage would require almost weekly maintenance. 
  We understand that having a mechanical issue can be frustrating and are certainly open to trying to work with the customer.

• Initial Complaint

  Date:06/03/2025

  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 a 2017 ***** Cruze from them in 2025. It has been in the shop more times than I have driven it. They had the car for almost a week. I was driving it and it overheated and they came and got it. The lights on my dash started coming on. I get it to the shop and they said I need to sign this paper saying that I would not contact anyone (lawyers, news, anyone) about this. They said I can get nothing out of the vehicle. I would have to find someone else to fix my car and continue with my car payments.I want to get out of the loan and no further contact by the business.

  

  Business Response

  Date: 06/06/2025

  Customer purchased 2015 Chevrolet Cruze with ******* miles on it from our dealership on 3/22/25.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty. After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that she understood it and that he agreed to all terms of the agreement.
  After a thorough investigation we see the facts as follows.
  On April 21st, approximately one month, and ***** miles driven after the purchase, the customer called stating the car had gone into limp mode. InstaCredit ********* had the car towed to our Collinsville shop and diagnosed. A faulty TCM and Cooling fan module were found. The total cost of repair is $2,029.63.
  The following was communicated to the customer.
  
  Our service department offered to pay the entire $2,029.63 for repairs. This offer to repair the vehicle at no cost to the customer is still in force, but she is always free to get the vehicle repaired anywhere she wishes.

• Initial Complaint

  Date:05/22/2025

  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 made a purchase 07/22/23, I was told my note would be increasing for no reason about a month ago so I asked for a copy of my contract and was told I need to speak with their attorney to obtain a copy since I had received one. Then my payments wasnt increasing. I feel as if my online payments are not being accounted for. I also have been asking about credit reporting and was told they just do that do it anymore. I want my payments and contract to be looked into. I paid a car off years ago and no credit report was done. I would like to know why they are called InstaCredit ********. I would like to seek legal representation on this issue.

  

  Business Response

  Date: 05/27/2025

  The customer purchased 2008 Dodge Charger with ****** miles on it from our dealership on 6/23/23 and not on 7/22/23 as she has stated. The customer signed a Retail **************************** contract stating she would make 92 payments of $215.00 until paid in full. The customer also signed an agreement stating that if she did not have full coverage insurance that InstaCredit ********* would force place *** (collateral protection insurance). The customer has never presented our company with full coverage insurance and has paid *** since the purchase. On 1/1/2025 the *** premium charged to all accounts was increased by $10per/pmt. The insurance company, *************************, mailed the customer notice of the increase in November 2024. The customer came to our ****** store on 2/14/25 and was given a copy of her contract, an amortization schedule and payment ledger. We have not found any inconsistencies between the three documents. I spoke to the customer when she picked up the documents and would be happy to meet with the customer and go over them again.
  We do not report to any credit agency and have not during the entirety of her contract.
  
  We hope that an accounting of the facts as we know them will help close this complaint.
  
  ******

  Customer Answer

  Date: 05/28/2025

  In the response It was stated I signed upon the completion of 92 payments, Im seeing 83 with a payoff date in 2026. So that would mean information and payment information is correct as well as amount payoff. 

• Initial Complaint

  Date:04/19/2025

  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 got a car from this place with a 20% interest rate. My paperwork says I am supposed to make payments until October of 2026. They have now told me it is February of 2027. I did not agree to that or sign anything agreeing to that. I have not missed any payments. I have tried to work with them to turn the car over because financially I cannot afford to spend $305 on a car every two weeks that has had nothing but operational problems since I got it. They even gave me the car when it didn't have a battery block. I almost got into a wreck because of it. The battery came loose in the middle of busy traffic and I almost got hit.

  

  Business Response

  Date: 04/22/2025

  The customer purchased a 2014 ******* Elantra with ******* miles from our dealership on July 13, 2023. The customer is in good standing with our company.
  After a thorough investigation into the customerscomplaints, I found that the customer was correct. This contract will be paid in full with a payment of $210.26 on October 16, 2026 (10/16/26) just as her contract describes.
  We are sorry for any inconvenience that this miscommunication may have caused.

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 from the ******, ** location. there were engine problems from the start so I brought it in for repair. they claim to have fixed the water pump, oil pump, and radiator. Even after these fixes, the vehicle is still not operating properly. I have since returned the vehicle.

  

  Business Response

  Date: 04/11/2025

  Customer purchased 2011 Chevrolet Cruze LTZ with ******* miles on it from our dealership on 2/26/25.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty. After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that she understood it and that he agreed to all terms of the agreement.
  
  Approximately 8 days after the purchase, March 4th,the oil pump failed, and the vehicle began to overheat. We had the car towed to our ****** facility. The customer was not charged, and ********************** ********* covered the $959.99 repair as policy. One week later the customer called complaining about another coolant leak. We attempted to get the car towed to our shop, but the customer refused to cooperate. The car was dropped off at service on 3/20 and diagnosed with a bad hose clamp. We also agreed to replace 4 spark plugs and a temperature gauge. InstaCredit ********* again agreed to cover $181.00 in repairs as policy work. The customer refused our offer for repairs and then abandoned the car on the ****** lot on 3/28/25.
  We hope that this researched, documented and factual response will allow the BBB to close this complaint.
  

  Customer Answer

  Date: 04/18/2025

  I would like to request my complaint be reopened, I had difficulties logging prior to the closure, I would like to give my response.

   

  Customer Answer

  Date: 04/18/2025

  I complain for days after I got the car you guys gave me a appointment time several different times once you guys had it to, but I drove the vehicle to you guyss location several different times for you guys to fix the car each time I receive my vehicle back Nothing was different except the hose was put on. You guys did not tow it. I had to drive it up there several times The last time you guys were supposed to put on a oil pump I was not told that the car needed a water pump. I dropped the car off an hour and a half before closing. You guys told me my car wouldnt be ready until tomorrow late evening you guys called me at 10 in the morning and said my car was ready which everything was the same. It was doing the same. I told you guys I did not want the car. Ive been told you guys I did not want the car you tried to force me to keep it tell me theres no way out of it and said that you guys did not know and theres nothing you can do about it. Thats unacceptable when theres a warranty on the engine. I also recorded our conversations of me telling you that I surrender the car and you said you were gonna pick it up and everything like that and then be rude and disrespectful and then hung up on me. I waited for you guys to pick your car up and you did not come and pick it up. I told you guys that I was going to drop the car off because you guys did not come and pick it up. I did not abandon the vehicle. I recorded the conversations. I even took pictures and everything you guys refuse to do anything else after the car was dropped off you guys called me and asked me you guys called me and told me that you were really to repair the thermostat and all the other stuff that you guys told me that she wasnt gonna repair that I had to put money towards in order to get repaired after I did not have the car anymore. You guys knew that I was coming with the car I have messages recordings phone calls over 30 phone calls of calling you guys about the vehicle. I took it places to get it checked out. The vehicle was no good each time I bought the vehicle and there was a separate problem each time I brought the vehicle in more than I actually drove it. The mileage came from driving up to the car lot constantly more did it came from me actually using the vehicle Im very unsatisfied and I just want my money back the income that I gave you guys you only reported $1100 of it. I get way more income than just $1100. Thats another issue that Im having I have copies of the paperwork that I gave you guys and my income was well over $1100 well over there like $3000 and all I seen on the paperwork was $1100 and I said if I could qualify for more, you know a better vehicle then I would like to do that and you guys did not count all my income. I feel like because Im disabled and you guys knew that as well I feel like I was being manipulated and forced thats how I feel and I dont want any trouble. I just dont like the services and I would like my money back. you guys sent me a letter saying that you guys repossessed the car which you did not repossess the car. It was not abandoned. You guys knew I was coming. I called and told you I was coming. I have recorded messages talking to you guys Im not sure the guy name that I talked to, but I know hes over in services. I believe hes the head and services. I just would like my money back. I dont feel Im not a happy customer at all. Thats all I ask is my money back please. The car was not right. It was never right. I was being manipulated and forced to keep it. Ive been surrendered the car you guys hung up on me disrespected me after you guys told me that youre sorry it didnt work out and that you guys will come get it and everything I have recordings I just would like my money back. I dont want any problems with you guys or I dont wanna go farther with any court or anything like that. I just would like my money back I came to you guys looking for a good car, a decent car and I did not get that. I just would like for you guys to be fair and give me my money back please

  Customer Answer

  Date: 07/09/2025

  040825JM; I returned this car back to the dealership in March. The dealership has the car and the keys. I only had this vehicle 20 days. Dealership has a policy vehicle can be return within a 90 day period.  041125JM: I left the message for Mrs. ******* to give me a call back 041525JM: I sent a email and left a message for Mrs. ******* to return a call to bbb. 042525JM. Left another message for Mrs. ******* to return a call to BBB regarding this complaint 05025JM: Sent another email and left a message for Mrs. ******* to return a call to the BBB. 061825JM: Spoke with Mrs. ******* she has been extremely sick and has no  communication with this dealership.  070708JM: Spoke with Mrs. ******* and she has asked for the BBB to close this complaint as the car has been return to dealership and the dealership has refunded and wants this complaint "Close" at this time.

  
  

  

  Business Response

  Date: 07/09/2025

  070825JM: Left a message for Mr. *********** to return a call to me regarding this complaint. 

  07092025: Spoke with Mr. *********** he has accepted the vehicle back and refunded the customer her deposit and doesn't want to deal with this customer again. He would like this considered "Close" or Resolved. 

   

• Initial Complaint

  Date:03/26/2025

  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 2018 Chevrolet Malibu (VIN: *****************) from Insta Credit Auto Mart in ************, ** on August 23, 2024. I was told it was a reliable vehicle with no serious mechanical or historical concerns.After purchase, I discovered the car had been in a previous accident, used as a rental, and had a 36,000-mile odometer reporting gap (last reported at 102K in 2021, sold to me at 138K in 2024). These details were not disclosed to me at the time of sale.Within months, the vehicle became undrivable. A certified mechanic diagnosed major engine issues including timing chain failure, cylinder 1 misfire, PCV valve failure, and an EVAP purge solenoid leakwith repair costs estimated at over $6,000.I sent formal complaints to the dealership on March 10 and March 26, asking for a resolution (refund, trade-in credit, or repair coverage). I received no response. I am still making bi-weekly payments of $315 on a car that I cannot ******** requesting a full refund, a trade-in toward a reliable vehicle, or that the dealership cover the full cost of necessary repairs.

  

  Business Response

  Date: 04/01/2025

  Customer purchased 2018 Chevrolet Malibu with ******* miles on it from our dealership on 8/23/24.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty.  After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that she understood it and that he agreed to all terms of the agreement.
  
  After a thorough investigation, we find no mention of any service issues until the customer called on 3/11/25. This complaint was issued 7 months and ****** miles after the purchase of this vehicle.  We have requested a copy of her diagnostic to confirm her complaints and identify any possible help we can lend. To date we have not received proof that this $6,000.00 repair is needed.
  
  ******

  Customer Answer

  Date: 04/03/2025

  Complaint: 23119522
  
  I have reviewed the business' response and am rejecting it because:
  
  I am submitting this response to correct several points made by the dealership and provide supporting documentation regarding the issues with my 2018 Chevrolet Malibu (VIN: *****************), purchased from Insta Credit Auto Mart on August 23, 2024.
  
  1. Misgendering & Lack of Attention to Detail:
  In the dealerships response, I was repeatedly referred to as she when I am a man. My email account includes a clear profile photo of myself. This mistake shows a lack of attention to detail and professionalism in how my case is being handled.
  
  2. Inaccurate Timeline of Contact:
  The dealership claimed I first contacted them on March 11, 2025. Thats false. I sent a formal email outlining my concerns on March 10, 2025, and they left me a voicemail on March 11. Ive attached a screenshot of that voicemail for proof.
  
  3. Undisclosed Vehicle History:
  The AutoCheck report I was given after the sale reveals multiple issues that were never verbally explained or highlighted:
  The vehicle was a former rental, which typically comes with higher wear and tear.
  It had been in an accident on August 30, 2021, with front and rear damage.
  There is a 36,000-mile gap in reported mileage, with no service history to explain how the vehicle was maintained during that time.
  
  If I had known any of this, I would not have purchased this vehicle.
  
  4. ***** Mechanical Failures After Purchase:
  Less than seven months after purchase, the car broke down and was diagnosed with the following major issues:
  Timing chain failure
  Valve cover gasket issues
  PCV valve failure
  EVAP purge control solenoid replacement
  
  The repairs total over $5,200, and Ive already paid $1,000.02 for a diagnostic inspection. These kinds of failures should not occur in a vehicle marketed as reliable.
  
  5. I Am Still Paying for a Car That Doesnt Run:
  I am continuing to make bi-weekly payments of $315 on a car that is not even drivable. That is unacceptable. I was sold a vehicle that was misrepresented and now Im left to deal with the financial consequences.

  
  Requested Resolution:
  Given all the above, Im requesting the following:
  1.Return of the vehicle without it being marked as a repossession or hurting my credit.
  2.Full refund of my $2,000 down payment.
  3.Refund of all bi-weekly payments made on the car so far.
  4.That the dealership take responsibility for the misrepresentation and cooperate with a fair resolution.
  
  I have already filed complaints with the Illinois Attorney General, Illinois Secretary of State, FTC, and other relevant agencies.
  
  Please respond within 35 business days from the date of this message. Ive attached all documentation, including mechanic reports, inspection receipts, and vehicle history files for your review.
  
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 04/03/2025

  I am reiterating that I have already uploaded all supporting documentationdiagnostic report, repair estimate, inspection receipts, vehicle history, and initial contact screenshottwice through this portal. The businesss statement that they have not received this documentation appears to be inaccurate. Please confirm whether the attachments I submitted are accessible to the business through this complaint file. If necessary, I am willing to re-upload or email the documents directly to the BBB to ensure full visibility and a fair review

  Customer Answer

  Date: 04/03/2025

  Hello,
  Ive attached the warranty documents I received from Insta Credit Auto Mart at the time of purchase, including the Buyers Guide and the full Insta ************ Warranty agreement.
  

  These documents clearly show I was given a 90-day or 3,000-mile limited warranty that covers engine components, including those now failing on the vehicle such as the timing chain, valve cover gaskets, and PCV system.
  
  Even though I reported the issues after the warranty window, the problems were likely developing at the time of sale or existed beforehand, which points to either a lack of proper inspection or failure to disclose known vehicle history (accidents, rental use, odometer gaps).
  
  Im continuing this complaint because I believe the dealership misrepresented the condition of the vehicle and should still be held accountable.
  
  
  Thank you,
  ******** *****

  

  Business Response

  Date: 04/04/2025

  We stand by our original response. 

• Initial Complaint

  Date:03/20/2025

  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 have making payments on my vehicle I purchased in 2023, and I kept receiving letters telling me that I need to get insurance on my vehicle, I have had full coverage since purchase and my insurance company and I both have sent proof I have reported this ongoing issues with insurance charges related to a vehicle purchased from Instant Credit and they have refused to provide any resolution, including removing their insurance and refunding me all of the payments I have made towards that. I have contacted Universal Credit regarding the matter, they have not been of any help. I am being charged $260 bi-weekly, which includes their insurance, when in fact I should only be paying $210 bi weekly because I have my own full coverage through State Farm.

  

  Business Response

  Date: 03/26/2025

  
  The customer purchased a 2009 Buick Lacrosse from our dealership on July 21, 2023. When the customer purchased this vehicle, he agreed to carry full coverage insurance with ************************************ the lien holder until the contract was paid in full. The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, he would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were notified on 7/9/24 that the customer obtained full coverage insurance through Farmers. We were also alerted that the customer had failed to list **********************, **** as the lien holder, and that collateral protection coverage should be left in force until we were added as lien holder. The customer is familiar with our collateral protection insurance policy. He has been told multiple times that as soon as we are notified that Universal Credit Acceptance, **** has been added as the lien holder we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from ***************
  
  

  Customer Answer

  Date: 03/27/2025

  Complaint: 23091722
  
  I have reviewed the business' response and am rejecting it because: I have full coverage insurance, I need their insurance dropped. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/28/2025

  When Universal Credit Acceptance, **** is listed as the lien holder, we will be happy to drop the **** This is exactly what we said in our response as well as to the customer over the phone on multiple occasions

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 September 4, 2022 at insta credit auto mart OFallon location. The vehicle is needing a new engine after only having the car for six months now my account manager in the business supervisor are not assisting me with figuring out my engine Issues for this vehicle. They wont even help with fixing the vehicle if I buy the new engine for the vehicle. I spoke with a supervisor they were very rude and kept mentioning the warranty for the car. They hung up on me and havent gave me any answers to why the company cannot help me with fixing my vehicle.

  

  Business Response

  Date: 03/03/2025

  Customer purchased 2007 ****** Avalon with ******* miles on it from our dealership on 9/4/24.  The vehicle purchase came with a 90 day/3,000 mile, whichever occurs first, limited warranty at no additional cost to the customer.  The limited warranty covered the main components of the power train of the vehicle, amongst other things, for the term of the warranty.  After delivery of the vehicle the customer is responsible for any repairs that are not covered by the limited warranty.  The customer signed the warranty agreement acknowledging that he understood it and that he agreed to all terms of the agreement.
  We received notice of service issues from the customer on 2/1/24. This occurred 5 months and ***** miles after the purchase. This puts the customer well out of the warranty. We suggested that she get a diagnostic completed on the vehicle as her first complaint was about a sensor. To our knowledge she has not received an expert opinion on what is affecting the car.We have communicated to the customer that we may be able to help her, but only after the vehicle has a professional diagnostic performed. 

  Customer Answer

  Date: 03/04/2025

  I spoke with an employee in January when I first started having car issues they informed me my 90 days warranty was over with. I also, spoke with another employee on January ******* regarding car issues when she called about my car payments. I informed her my car wasnt running at the time she suggested that I speak with her supervisor by the name of **** and she told me she would put a statement in her notes for her supervisor to look over . The employee wanted me to inform her supervisor **** that my car wasnt operating and I had recipients for items i purchased or needed to purchase for my car. Once I spoke with **** she asked me to send her a diagnostic from autozone paperwork to her. Once I sent the paperwork to her email she informed me she will setup a date and time I can get my car towed to one of the companies locations that can repair my car problems. After the conversation with **** she called me that following week to make a suggestion to get the car towed to one of the companies locations or to take it to a repair shop of my choice. I towed my car to ***********************. I emailed **** all my receipts and diagnostic paperwork that was provided from ************************ I emailed **** to inform her that the car center said I need a new engine for my car. I asked **** and her supervisor ****** how can I go about getting my vehicle repair or how can I get the issue resolved. I also, put her on a 3way with a employee from the car care center for her to get a understanding on my car problems. **** and her supervisor ****** both told me they cannot help or assist with my car repairs at one of the locations and they cannot help or assist me with my car repair needs. I was treated unprofessional and I am not satisfied with the customer service **** and her supervisor ****** provided to me as a buyer. My car is my only transportation for me and my 1 year old child. My car payments are paid up until March 13, 2025. I have reached out to the company and **** to get some assistance with my vehicle problems and no one has reached back out. I have emails and sent attachments to **** showing proof that I took my car to a professional car repair shop and my diagnostic paperwork and receipts I received from the car shop. My car is still not running and is in need of getting towed. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 23002194
  
  I have reviewed the business' response and am rejecting it because: I have sent proof to the car company showing that I have diagnostic paperwork from a professional car repair shop and receipts that were sent to them regarding my vehicle problem and payments. I have emails and attachments with dates and times that I emailed to an employee for the company. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/04/2025

  We stand by our initial response.

  Customer Answer

  Date: 03/05/2025

  Complaint: 23002194
  
  I have reviewed the business' response and am rejecting it because:
  I sent over my diagnostic paperwork for my car repairs. The company asked for paperwork I just sent it. When will they assist with helping with car repairs?
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/05/2025

  I have sent over proof that I took my car to a professional repair shop. I have sent over my diagnostic paperwork to accountant at insta credit auto Mart. They have not solved my complaint and I havent been able to reach a supervisor or manager about the company response saying they will help with repairs to my car if I have diagnostics testing paperwork for my car. 

  Customer Answer

  Date: 03/06/2025

  I have a complaint about the company repairing my car. The company has asked for my diagnostic paperwork showing proof that I took my car to a legit car repair shop. The company has respond saying they will help with the car repairs if I show this proof. I have emailed this proof to them. I still havent received a response or any help with my vehicle.

  

  Business Response

  Date: 03/06/2025

  We answered BBB complaint 743848336B66F and the BBB closed the issue on 3/5/25. Why are we relitigating the same complaint a day later? We do not show or have record of any contact with the customer since 2/27/25. We choose not to alter our original response.
  

  

  Business Response

  Date: 03/06/2025

  This is the second complaint today regarding a complaint that we have answered twice, and the BBB has closed this complaint as of 3/5/25. We do not intend on changing our response.

  Customer Answer

  Date: 03/06/2025

  I have sent over my information the company have requested about the diagnostic testing for the vehicle. How can we move forward to start the process for me to get assistance from the company about the car repairs. They have stated they need proof I have took my car to a professional repair car shop. I have provided that I would like to move forward with that process. 

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have sent over my information the company have requested about the diagnostic testing for the vehicle. How can we move forward to start the process for me to get assistance from the company about the car repairs. They have stated they need proof I have took my car to a professional repair car shop. I have provided that I would like to move forward with that process. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/05/2025

  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.

  My card that I pay them with had been compromised. I called the insurance company to let them know about this. There was no cancellation of my insurance. I called H3331353137**31353037H and they told me that the cancellation was sent in. The account manager told me that the insurance company sent them information that my insurance was cancelled. While talking to them, I gave them my new debit card number to take a payment this Friday, Feb 7. When I got done speaking to the account manager, I called my insurance company. They said I have had good payments for the last 5 years so no cancellation was ordered. I got a new declaration page for my insurance policy and sent it to them. This morning I received a call from them, she said because my insurance deductibles didn&#**;t meet their standards so they will increase my monthly payment to $310 a month. She got ignorant with me and said they shut my car off for being 1 payment behind. I made arrangements for the payment to come out this Fri., Feb. 7th. I would like for them to not shut my car off and keeping my payments the same as before this. I can&#**;t help that my debit card was compromised.

  

  Business Response

  Date: 02/07/2025

  The customer purchased a 2014 Jeep Patriot from our dealership on February 10, 2023. When the customer purchased this vehicle, they agreed to carry full coverage insurance until the contract was paid in full.The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, they would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were alerted that the customer no longer had full coverage insurance, and that collateral protection coverage should be added in January 2025. The customer is familiar with our collateral protection insurance policy. He paid the *** premiums for the first 4 months he owned the car until he obtained full coverage. When we are presented with full coverage insurance, we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from ***************
  

• Initial Complaint

  Date:02/03/2025

  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.

  Company sent out a blanket letter basically stating that the in house insurance would be going up starting Jan 2025. I called the business about this letter that should not have affected me and the representative assured me that it was a letter sent to EVERY instacredit customer regardless of insurance status. They told me not to pay ot any attention and that my account would not be affected. However, the last two payments that came due on my 2010 ***** accord LXP both included an extra 60$. I called again to have it reversed based on the mere information exchange with the last agent, and was told that I needed to provide proof that I had insurance to have these removed. This is unprofessional and a bit scammer-ish of them considering they had already promised that my account wasn't going to be affected. Now my accounts is behind 120$ because of their dishonesty. I could have provided the proof they needed when i called almost 3-4weeks ago for clarification but wasn't asked for it. This isn't their first time being deceitful with me either. Their website took a double payment from me a few months back and I called over 3 times in the same day trying to just get ahold of an agent and when I finally did to have the last payment reversed, the agent wrote it down but claimed no one was there to push it thru. When I called again in the middle of the pay period after waiting patiently for a refund, they again claimed that it hadn't been pushed through but they would do so. Finally I called yet again when the next payment had come due and conveniently that extra payment was levied against the new balance on my account. I wish for the xtra fees to be removed from my account as to prevent a company initiated default. I would have had the ability to prevent this had the company been truthful about the situation at first. Regardless of insurance status currently, they should have removed the last two fees based on misinformation provided by them in Dec when calling on 1/31/25

  

  Business Response

  Date: 02/04/2025

  The customer purchased a 2010 ***** Accord from our dealership on June 5th, 2023. When the customer purchased this vehicle, they agreed to carry full coverage insurance until the contract was paid in full. The customer also signed an agreement acknowledging that if for any reason full coverage insurance was dropped, they would have a collateral protection policy force placed. The collateral protection insurance that our company uses is administered by ***********************. Berkshire **** Services monitors through all insurance exchanges and alerts us when collateral protection coverage needs to be added or subtracted from an account. We were alerted that the customer no longer had full coverage insurance, and that collateral protection coverage should be added in January 2025. When we are presented with full coverage insurance, we will immediately drop the collateral protection coverage from the customers account.  We are also willing to provide copies of all documents that the customer signed along with tracking documents from **************.

  Customer Answer

  Date: 02/05/2025

  Complaint: 22890963
  
  I have reviewed the business' response and am rejecting it because: i had and have insurance and if Birkshire had done their research as instacredit has suggested, then they would have found it and refrained from adding additional unnecessary coverage to my vehicle. Also worth noting that I mentioned already that when I called the business directly and inquired about the broad letter they send me, they told me NOT TO WORRY ABOUT IT. Their response is not at all what they told me prior to January. So regardless of the semantics, they should have removed any fees from the account when I called a week ago and requested documentation to cover the time moving forward. Had they told me what was really going on the first time in December, this could have all been avoided. They never even acknowledged that their phone calls record and that they very well have a recording with their *** telling me not to worry about the letter or respond to it. Please remove any past fees from my account and acknowledge that an insurance check was NOT ran in January at all. Because if it were, they would have found that I have insurance. 

  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/05/2025

  When the customer provides proof that they indeed have full coverage with lien holder and deductible limits that they agreed to, we will without question make the changes requested. We however will not make these changes based only on anger and threats.   

  Customer Answer

  Date: 02/06/2025

  Complaint: 22890963
  
  I have reviewed the business' response and am rejecting it because: I reject their attempt to divert the reason for reporting. It is of course to get them to do what's right since they cannot control dishonesty or lazy representatives as it occurs, only after it happens. The facts I have reported remain true and unchanged. I have never threatened anyone neither on the phone or in my complaints here so that is diversion. And I have never indicated that I was angry. Simply a customer who feels that business is not being conducted ethically. The main take away here is that people are given different answers depending on who answers the phone if anyone answers at all. 

  They have responded the way they have because they know they are wrong and they also know NOW that I did indeed have full coverage insurance through Geico that lapsed 2/5/2025 that has deductibles of $1000 each. This doesn't change the fact that I was told not to take any action at all when I called in late December which directly caused the unnecessary billing problem. Fact remains that limits could easily be adjusted. But I'd have to know that I needed to take action first. That responsibility belonged to the representative who answered the phone in December. I digress and have no other replies for this complaint. I wish it to be published to the public for transparency purposes so that customers are informed of recent business decisions which will help them make better informed purchases. 

  
  
  
  Sincerely,
  
  ******* ******