Complaints
This profile includes complaints for Insta Credit Auto Mart Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 69 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/18/2022
Type: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 called in to make my regular semi-monthly payment which is $205.00. I was not allowed to do so because I was unable to make a payment towards the repair bill I owe. They told me that I had to pay on the repair bill in order to make my normal payments. I definitely have all intentions on paying the repair bill but it should be my decision where to distribute my funds. As a result of them not allowing me to pay my car note they disable the vehicle to where I can't drive it. Yet I tried to make my payment and wasn't allowed to do so. This is very upsetting. I would just like to pay my bills in a manner that is financially helpful to my family and I'm almost done with the loan part and intend to continue paying until the repair charges are paid as well. I would just like to be allowed to pay my car note.
Business Response
Date: 11/25/2022
We
certainly apologize if our customer feels she has been “hassled like a
criminal” by anyone at our company. We never want anyone to feel hassled
during any interaction with anyone at our company, and if our customer feels
she was not treated fairly, we are truly sorry.
After receiving this complaint we launched an all-out
investigation and thoroughly reviewed this customer’s entire file and history
with our company. As this customer infers in her complaint, we have
extended multiple lines of credit to her, she is delinquent with her payments
to us on those lines, and she is choosing which debts she wants to repay and
when she wants to make those payments. Our contemporaneous notes of the
many conversations we have had with this customer indicate that we were simply
attempting to get the customer to fulfil her obligations to us as she agreed to
do in writing when we lent her the money.
The customer’s desired resolution for filing this complaint
is that she be allowed to make her car payment. Since receiving this
complaint the customer has posted a payment to her car note and she has agreed
to arrangements to cure the default on car note account. Therefore, we
consider this complaint
settled as the customer desired and resolved to the customer’s complete
satisfaction.Initial Complaint
Date:10/26/2022
Type: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 called at 9:00 am in 10/25/2022. In my financial documents they are suppose to take money out of my check every other week for my payment.. I realized that it just stopped coming out of my checks so I called and spoke to ****** and he was very very rude and very unprofessional I have paid the behind balance on 10/25/2022 and then he told me that I only had liability on my car so I called my insurance company they said I had full coverage.. he still was arguing over the insurance I have place multiplie phone called and multiple emails to them with my insurance info and I have nothing but every time I call ppl are very rude and are not resolving the issue of my being turned off due to non payment.. so still at 130pm in 10/26/2022 issue is still not resolved.. I don’t think that i should have to still be calling and trying to fix a issue with ppl hanging up on me or just plain out unprofessional.. I have done what they asked multiple times and nothing is being done..Business Response
Date: 11/03/2022
We strive for a high level of customer satisfaction.
We had attempted to contact this customer on 17 different occasions to try to
work with this customer to cure the various monetary and non-monetary defaults
in the agreements she made with us without success or a returned call from
her. Customer finally contacted us and provided evidence of insurance on
10/26/22 as required by the agreements she executed when she purchased her
vehicle. However, the evidence did not specify us as the lien holder,
which is a standard requirement when one has a vehicle financed. We have refrained
from exercising our rights under the contract she signed and the law to give
her additional time to resolve her various defaults. We have deferred
payments for the customer to help her maintain her account, yet as of this
writing her account remains in monetary default. Upon receiving this
complaint our Chief Collections Officer contacted this customer per her stated
desired resolution. The customer was confrontational, argumentative, and
dismissed verifiable facts as lies. Per the customer’s stated desired
resolution, she has been contacted by our business. We will consider this
complaint resolved to the customer’s full satisfaction and no further action
will be taken on our part to resolve this complaint.Initial Complaint
Date:10/26/2022
Type: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.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *******Business Response
Date: 10/26/2022
We are sorry that the vehicle this customer selected from
our dealership and purchased from us has a significant mechanical issue.
If it were possible, no vehicle we sold would ever have any mechanical
issues. However, that’s simply not the nature of vehicles or anything
mechanical, for that matter. All vehicles breakdown at some point and
unfortunately this is simply part of vehicle ownership. It’s true of
brand new vehicles and it’s certainly true of used vehicles. The fact
that all vehicles breakdown and require repairs at some point is a main reason
why all car dealerships are required by the Federal Trade Commission to post
the terms of the warranty that will come with the vehicle purchase in the
window of the vehicle and why there are multiple written agreements that customers
execute at the time of purchase that specifically detail which parties to the
agreements will be responsible for repairs after the vehicle is purchased.
Customer purchased a 2012 Chevrolet Cruze with 91,907 miles
on it from our dealership on 02/05/22. Before the customer made an offer
to purchase the vehicle, he was given ample opportunity to inspect and test
drive the vehicle. It is our company policy to encourage potential
customers to heed the advice stated on the Federal Trade Commission buyers
guide posted in the window of all vehicles we sell and have the vehicle they
are interested in purchasing inspected by their own mechanic prior to
purchase. We are always more than willing to accommodate inspections of
the vehicles we have available for sale on or off our lot prior to
purchase. Before the customer took delivery of the vehicle, the customer
acknowledged in writing that he had the opportunity to complete any due
diligence before he agreed to purchase, as well as, that no one made any additional
representations about the vehicle to him orally. Additionally, the
customer acknowledged in writing before taking delivery of the vehicle that he
thoroughly inspected, accepted, and approved the motor vehicle in all respects.
We provided the customer an AutoCheck vehicle history report
(similar to CarFax) prior to him purchasing so that he could see for himself
the information about the vehicle’s title, registration, and usage
history. Amongst other things, each report provides information regarding
damage from hail, flood or fire; mileage discrepancies or odometer rollbacks;
vehicles designated as rentals, taxi or fleet usage; and/or accident damage
when it is reported to AutoCheck. Customer reviewed the AutoCheck report,
which did not indicate any issues in the vehicle history, and signed a copy of
it acknowledging receipt of it prior to purchase. Further, before the
customer purchased the vehicle, on the customer’s behalf, per the guidance
detailed on the Federal Trade Commission buyers guide that the customer signed
acknowledging receipt prior to purchasing, we searched the safercar.gov website
for open recalls on the vehicle and found there to be no open recalls on the
vehicle. The customer signed a copy of the printout from that website
which referenced the specific vehicle the customer wanted to purchase and the
fact that there were no open recalls before the customer took delivery of the
vehicle.
The customer’s vehicle purchase came with a 90 day/3,000
mile, whichever occurs first, limited warranty. The limited warranty
covered 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 with all terms of the agreement. He also signed documentation
acknowledging he accepted financial responsibility for the vehicle once
purchased and that our dealership would no longer have any financial
responsibility for the vehicle after that time. As the customer
acknowledges in his complaint, his vehicle had exceed the terms of the warranty
that came with the vehicle not only by mileage, but also by time. Therefore,
the customer is responsible for any repairs that his vehicle requires.
It is our hope that this response will close this matter as
it relates to your agency. However, should additional information or
clarification be required, please do not hesitate to contact us.Initial Complaint
Date:10/22/2022
Type: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.
They have messed my account up repeatedly and keep costing me time and money to resolve the issuse.. Very unprofessional and should not be in business.. They blame all their mistakes on the customer and that's wrong.. Have never missed a payment and they keep trying to get me too miss so they can repo the car after nearly 3 years of ontime payments and almost paid off..Business Response
Date: 10/26/2022
We recently updated our payment processing systems and
during the transition there were some issues with accounts that had previously
been set up on automatic recurring payments. We are so very sorry that
this customer was impacted by this and that he had to call us to resolve this
issue. We certainly understand this customer’s frustration. We
value this customer’s business and we look forward to him paying his account
off with us in full in the very near future. That said, we would like to state in this public forum that
the customer’s accusations as detailed in this complaint are unfounded and
simply no true and that the verbal abuse this customer administered to our
Account Management staff for having inconvenienced him is unnecessary and
unappreciated.Initial Complaint
Date:10/21/2022
Type: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.
The company responded to me. They refunded my money and closed the loan. I am very happy with the outcome. help and even think it's ok for me to have all these problems right after I bought this car. It's so wrong and I don't know what to do. I can't stop crying.Initial Complaint
Date:09/12/2022
Type: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.
Reported Repossession to the credit Bureaus but my car has been refinanced with another lender. I still have my car it has never been repossessed. They are refusing to update the credit bureaus. They are committing fraud, defamation of character, and deceptive practice or act. I’ve wrote them several letters they have refused to respond back to any of my letters and every time I call I get transferred to a manager and he is extremely rude to me. They have hurt my credit tremendously with this false information.Business Response
Date: 09/15/2022
Customer entered into a Retail Installment Contract with our
company to finance a portion of an automobile purchase on August 8, 2020.
The Retail Installment Contract was collateralized by the automobile being
purchased. By July of 2022 the customer was not only in significant
non-monetary default of her agreements with us, but she was also in significant
monetary default of her Retail Installment Contract. On July 16, 2022 in
accordance with contract the customer executed with us and in compliance with
all applicable statutes, her vehicle was repossessed. After the customer’s
vehicle was repossessed our contemporaneous notes indicate the customer had
multiple conversations with us about redeeming her vehicle from
repossession. As a gesture of goodwill and at the customer’s request, we
delayed liquidating our repossessed collateral in order to allow the customer
more time than is required by statute to redeem her vehicle. On August 8,
2022 the customer redeemed her personal property from her repossessed vehicle
and paid us a $100 good faith payment toward the balance owed on her account in
order to delay the liquidation of our repossessed asset further. On
August 19, 2022 we received payment in full for the balance owed on her
account. On August 26, 2022 we released the customer’s vehicle and we
waived all storage fees due to us as a gesture of goodwill.
On September 12, 2022 at 3:22pm the customer contacted us to
inquire as to why her ***** ***** credit report was “still showing” her account
with us as repossessed even though she had paid the account off since it was repossessed.
Per the customers demand to speak to the supervisor, her call was forwarded to
our Chief Collection Officer. However, before he had an opportunity to
even listen to her voicemail, much less return the call, she filed this
complaint. Had she allowed us time to respond to her, our CCO would have
explained to her that although many people are under the impression that credit
reporting is instantaneous, the standard in most industries, for those that do
report credit, is to provide updates on a monthly basis. Although we are
under no obligation to do so, we have provided updated information to Trans
Union about this customer’s account as part of our monthly updates and we
anticipate that ***** ***** will update the customer’s credit report in a timely
manner. Should ***** ***** fail to update the status of the customer’s
account to her satisfaction after a reasonable amount of time expires, we
encourage her to file a dispute with ***** ***** and/or contact us and we will
work with them to get her issue addressed.Initial Complaint
Date:09/06/2022
Type: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.
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *******rtment and was told to schedule a tow. I told the service department that I put antifreeze inside of the vehicle to help with the overheating. There was no concern shown for the overheating of the vehicle. Only having the vehicle for 24 hours left me completely carless. When I reached out to the sales department I was told that the vehicle needs to be further evaluated before I would be able to get a loaner vehicle or get a different vehicle. Only having a vehicle for 24 hours and experiencing a loss or having technical difficulties is completely Disheartening. This dealership does not sell good cars. When I called to ask more questions I was directed to read the paperwork that was given to me at the time of purchase. The paperwork states that there is a 90 day or 3000 mile warranty but I would be responsible for 10% of the service charges.Business Response
Date: 09/16/2022
Over the 30+ years InstaCredit Automart has been
in operation we have sold thousands of vehicles and we have enjoyed working
with thousands of satisfied customers. Each additional year we are in
business a large portion of our sales continue to come from repeat customers or
from people referred to us by their friends and family that have done business
with us in the past. We do our level best to provide a wide selection of
vehicles, to sell as good of a vehicle as possible, and to work with our customers
after the sale. While we wish that no customer ever had any issue with
any vehicle they purchased from us, that is simply not possible. However,
we feel that not only is our ongoing success a testament to the way we work
with our customers when issues do arise, the fact that the customer that filed
this complaint has re-applied for credit to purchase another vehicle from us
since filing this complaint is proof that we treat people fairly. Having
said that, we disagree with many of the disparaging statements about our
company that this customer made in her complaint to this agency.
Before the customer made an offer to purchase the vehicle,
she was given ample opportunity to inspect and test drive the vehicle. It
is our company policy to encourage potential customers to heed the advice
stated on the ******* ***** ********** buyers guide posted in the window of all
vehicles we sell and have the vehicle they are interested in purchasing
inspected by their own mechanic prior to purchase. We are always more
than willing to accommodate inspections of the vehicles we have available for
sale on or off our lot prior to purchase. Before the customer took
delivery of the vehicle, the customer acknowledged in writing that she had the
opportunity to complete any due diligence before she agreed to purchase, as
well as, that no one made any additional representations about the vehicle to
her orally. Additionally, the customer acknowledged in writing before
taking delivery of the vehicle that she thoroughly inspected, accepted, and
approved the motor vehicle in all respects.
We provided the customer an AutoCheck vehicle history report
(similar to ******) prior to her purchasing so that she could see for herself
the information about the vehicle’s title, registration, and usage
history. Amongst other things, each report provides information regarding
damage from hail, flood or fire; mileage discrepancies or odometer rollbacks;
vehicles designated as rentals, taxi or fleet usage; and/or accident damage
when it is reported to AutoCheck. Customer reviewed the AutoCheck report,
which did not indicate any issues in the vehicle history, and signed a copy of
it acknowledging receipt of it prior to purchase. Further, before the
customer purchased the vehicle, on the customer’s behalf, per the guidance
detailed on the ******* ***** ********** buyers guide that the customer signed
acknowledging receipt prior to purchasing, we searched the ************ website
for open recalls on the vehicle and found there to be no open recalls on the
vehicle. The customer signed a copy of the printout from that website
which referenced the specific vehicle the customer wanted to purchase and the
fact that there were no open recalls before the customer took delivery of the
vehicle.
The customer’s vehicle purchase came with a 90 day/3,000
mile, whichever occurs first, limited warranty. The limited warranty
covered the power train of the vehicle, amongst other things, for the term of
the warranty. However, it is clearly stated that a deductible up to $100
applies and that the limited warranty explicitly does not cover towing or
provide for loaner or rental vehicles. 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 she agreed with all terms of the agreement.
She also signed documentation acknowledging she accepted financial
responsibility for the vehicle once purchased and that our dealership would no
longer have any financial responsibility for the vehicle after that time.
Despite the fact that the customer notified us of her
overheating issue after our Service Department had closed for the weekend and
despite the fact that we had no obligation to have the vehicle towed at our
expense, at no cost to the customer we immediately attempted to arrange for her
vehicle to be towed to us and to have it evaluated as soon as possible to
determine the cause of the issue. We assured her that once the cause of
the issue was determined we would be in a better position to make additional commitments
as to how we might be able to assist her. We did our best to try to
quickly determine the cause of the issue with her vehicle and reasonably
accommodate the customer, but she simply failed to live up to commitments she
made to us in writing when she purchased the vehicle and many of the
commitments she made verbally to us after she filed this complaint.
Ultimately, we were able to enter into an additional written agreement with the
customer earlier this week to resolve this matter in which she committed to,
amongst other things, reporting this matter as resolved to your agency and to
never purchase another vehicle from us again.
We apologize for the delay in formally responding to this
complaint as once we had reached an agreement with the customer that it was
resolved we were attempting to provide an opportunity to the customer to follow
through on the final commitment she made to us. With this response we
hope that this matter is now resolved to the satisfaction of your agency and that
no further action to address this customer’s concerns will be required on our
part.Initial Complaint
Date:08/27/2022
Type: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 have spoke with the business and this complaint has been resolved.Initial Complaint
Date:08/06/2022
Type: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.
Complaint: ********
I am rejecting this response because:everything that we wrote was true and have witness to prove it. We are not the type of people to make bogus complaints. The business did contact us to let us know that they will refund our refund. We went into the business this birthing and signed affidavits and on the paper work it stated due to mechanical issues with no fraud intended. My husband and I signed the paperwork and was given a refund check. We have the paperwork to prove it. Again there was nothing but the truth reported on our end. Thank you BBB. We now have our money back and this is over.
Sincerely,
******* ******the car has been under water and that the head gasket was blown. They told me that they will probably try to put in an additive to make the car go for 30 days and after that I will out of money and a car. I called automat back and talk to ***** and he told me that there was nothing that he or *** could do for me because I asked to be switched to another car or give me my money back and I was told there's nothing that they can do. I'm not rich and I work hard for my money. I am waiting on the service dept to call me because I told ***** that i don't want to deal with all these problems when I have had car for a week. Please help me. I believe that i have been truly had. I'm so hurt because I need a car to get back and forth to work and to take my son to school. Thank you so muchBusiness Response
Date: 08/12/2022
As we have previously referenced in response to other
publicly posted consumer complaints, the fundamental issue with forums like
this is that consumers can post whatever they like in an online forum or an
online review without regard for the truth, without any regard for ethics, and
without any consequences, repercussions, or accountability. Consumers
attempting to use the leverage of this public forum to extort us into taking action
that we are not legally or ethically obligated to take by publicly making bogus
claims, disparaging comments, and vague accusations without regard for truth or
actual facts undermines the credibility of the Better Business Bureau and it
erodes the very valuable service the Better Business Bureau is attempting to
provide our community.
Although we had no obligation to do so, upon being notified
by these consumers that they were experiencing issues with their vehicle, we
paid to have their vehicle towed to our repair facility and we agreed to
evaluate it at no cost to them as a gesture of goodwill. Their vehicle
arrived at our shop on Friday, August 5, 2022 at 4:00pm. We spoke with
the customers after their vehicle arrived, we apologized for the issues they reported,
and we told them we would immediately start working to diagnose and repair any
issues they reported. Considering that their vehicle was not made
available to us until the last hour of the work week, we pleaded with them to
give us the opportunity to do so. Instead of providing any sort of
reasonable cooperation to allow us time to help them, this complaint was
submitted on Saturday, August 6, 2022.
On Monday, August 8, 2022 we had one of our technicians
drive their vehicle approximately 50 miles. None of the complaints made
by these customers were able to be reproduced. The vehicle didn’t
overheat. The air conditioner blew cold the entire time. The gas
gauge and dash display worked properly. And, there was nothing abnormal
about the coolant in the vehicle. Our Service Manager contacted the
customers and asked them if they would be willing to come in to test drive the
vehicle with a technician to show us what they believe the issues with the
vehicle are. The customers flatly refused to show us anything they reported
in this complaint, they offered no further explanation or details of their
complaint, and they informed us that they would prefer to deal with our legal
department.
Per the customer’s request, this is now a legal matter and
we will not comment on it any further in this public forum.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.