ComplaintsforAmerica's Car Mart

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/28/2022, I went to this dealership to purchase a vehicle which I did purchase. They never disclosed the actual price until after contract was signed and they still didn't say the exact amount. Pressured to purchase really in a hurry about it. Got the extended warranty instead of just the one that comes with it regularly. Mentioned a couple of things not working they claimed on vehicle like the back up camera that didn't work responds for that was we don't service those things. I should of walked away then but I didn't. A couple of weeks later it started making a sound that wasn't right and warning light came on I contacted them it was under warranty I went to a shop they suggested said the whole engine would have to be replaced, waiting on approval for it the vehicle stopped running completely had to wait two weeks for repairs only had it slightly under two months. Got that done lost my job because of it. Went to get tire replaced because it went flat a few months after that got my spare put on just because the mechanic was being nice the shop wouldn't install new tires because of the undercarriage is rusted and concerned it would break if lifted. So now I had to replace other tires also can't at a shop so had to myself the jack placement spot is rusted completely so had to do a work around on that, I need to replace tires again and brakes a few other things but because of the rusted undercarriage mechanic won't. They coated/painted it to hide this extensive damage. So basically I am driving unsafe in this vehicle. They also lied about recall notice on vehicle saying there wasn't one when there is not of significant importance but still there. Also though I don't know why the mechanic didn't include that structural damage when replacing the engine. I don't know. Some other issues that are there that isn't something you would know right away. Also price they charged well over asking price new for this vehicle it was used and not even close to that value.

  Business response

  01/16/2024

  Ms. ***** purchased her vehicle on 9/30/22.  She purchased an 18 month/18000 mile service contract that covers the drive train.  I have attached a copy of it.  She would still be in the contract on time, providing she has not driven over 18000 miles.  We would have to know the mileage on the vehicle to determine if it has expired.  If there was something wrong with the vehicle, then we would need an estimate and we could turn it in to the claims center to see if it was covered.  This again is providing that she has not driven over 18000 miles.  I also attached a copy of the recalls that we looked up online.  She initialed that we had disclosed to her there was a recall that needed taken care of. Please let me know if you have any questions about this matter.

  Customer response

  01/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  It isn't accurate the vehicle was purchased on September 28, 2022. The warranty is expired it has been over a year. They and the paper work said there was no open recall and there is. I know they aren't going to fix this, just like they didn't disclose the damage. They didn't even pay for towing when the engine quit not quite two months after buying it. This kind of damage with the undercarriage rust is something that happens instantly it takes years they powder coat and cover it up to hide it and the severity of it. Ripping people off is wrong.
  
  
  Sincerely,
  
  ******* *****

  Business response

  01/22/2024

  Despite the customer rejection, we have not changed our position.  With the service contract expired, there is no warranty or service contract left.  Any repairs are the customer's responsibility.  I also provided proof of the disclosure of the recall with the last reply.  All paperwork is dated 9/30/22 with customer's signature on it.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes my name is ****** *******. I purchased a car there around November 10th close to the beginning of November I've had the car for four going on five payments now my last payment was late due to moving out of state I didn't plan on the move but we had to relocate to Texas due to my husband going to jail I had to relocate and change jobs therefore my date of payment has changed and I've had trouble with paying and the people on the phone my account representative has gave me not the best experience of working with me they turn my car on and then turned it back off the next day when they told me it would be okay had to come up with $40 dollars on a short notice before they turn my car back on and I had to work the next day it was very stressful I'm under a lot of stress with the move I do have a new job but my payment date is off by a week and will remain off by a week I need that changed I do not get paid again till the 29th how do we correct this I would like to keep my car and remain paying on it !! but I do not like being under the stress of being a week late all the time and worrying if I'm going to be able to get to my new job or not. I work full time my account representative *** is aware and says nothing they can do, being a new loan but I have made three on time payments before this last late payment due to relocation. .....Please help in changing my payment date and schedule to match my payment schedule at work. Sincerely JoAnn *******

  Business response

  12/18/2023

  We will be more than happy to assist Ms *******.  We have requested a copy of her most recent paystub to enable us to coordinate her payments with her current pay day.  We have not received this as of yet.  When we do receive it, then we can restructure her payments to be due when she gets paid.

   

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a loan on a 2014 Chevy Sonic. There was a problem with the trunk and I had to go back and they had to fix it. Also they needed to put a whole new engine in the vehicle and then I get the car back a month later. I get the car back and a week later the car caught fire on the highway. On, top of that I had insurance through the business and when they found out about I informed them that I was not liable for the car catching on fire. They only paid $7000.00 on the vehicle and informed me that I needed to pay $5000.00 remaining balance that is due on the car. I am pretty sure that I had full coverage insurance that should have covered the cost of this vehicle. I would like the business of the place that fixed my car be held responsible for the car catching on fire and I should receive a refund. I would like the loan completely taken care of.

  Business response

  09/06/2023

  Mr. ****** did not have full coverage insurance.  When we do not have record of full coverage insurance,  a product called Collateral Protection Insurance is put into force.  It is administered by a company other than ours( we only collect the premiums and remit them to the company). When a vehicle is in an accident, the claim is handled exactly as it would be with an automobile full coverage policy.  In this instance, they deemed the vehicle a total loss and paid the market value of the vehicle, less the $500 deductible.  The remaining balance is the responsibility of the customer to pay.

  The engine was replaced under the service contract.  A repair shop that is independently owned did the repairs.  He would have to talk to the shop that did the repairs if he has an issue with the work they did.

  I hope this clarifies how these processes work, and why Mr. ****** owed the remaining balance on his vehicle.  Please let me know if you have any questions.

  Customer response

  09/12/2023

  Complaint: ********
  
  I am rejecting this response because:  When the engine was replaced the car caught on fire a week later.  I am not responsible for the car catching on fire.  Either the business who sold me the car is responsible or the repair shop who repaired engine.  I know I am not responsible for the remaining balance of this vehicle.  Whenever I asked about the $5000 that they say I owe on the remaining balance  they stated that I signed the contract and they were acting suspicious.
  
  Sincerely,
  
  ***** ******

  Business response

  09/18/2023

  We do not have any reports stating why the vehicle caught on fire.  There could be many causes for this.  If indeed you have proof that it was caused by the engine replacement, then that would have to be settled with the business that replaced the engine.

  As far as the balance owed on the vehicle is concerned, any time someone has a vehicle financed and the insurance does not pay in full, the customer that signed the contract is responsible to pay the full amount of the contract, regardless of what happens to the vehicle.  The balance of the contract is still owed.

  Please let me know if you have any questions.  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a van from America's Car Mart in Marion, IL on 7/15/23. It's a gold Chrysler Town & Country 4 door. The air conditioner was not working correctly so I took it back just a few days afterwards and told them. They said the warranty doesn't cover the air. I told them I was bringing it back and it needs to be fixed. I have a child that has HDHD and I have to transport her in the vehicle. They said to bring it back up there and they would put free-on it in. This did not fix it. It would blow a little bit of air then blow hot. I took it back two more times. After the third time I was told to take it to the shop. The shop told me that it was the rear back vapor coral needs to be fixed and it costs $800. I also told them the rotors were bad and the brakes were bad, and they shouldn't have sold the vehicle like that. They agreed to fix the rotors, brakes and pads but said they would not fix the air.

  Business response

  08/29/2023

  *** **********  vehicle came with a 1 month 1200 mile 50/50 warranty on the drive train components only. (Other than the Illinois required 15 day/500 mile power train coverage which is required by law).  We agreed to pay for the brake repair as a goodwill gesture. ($658.79 repair)  Air conditioning is not covered under the warranty, and was not deemed a safety issue, therefore it is a repair that *** ********** would have to cover herself. Please let me know if you have any questions.

   

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i will preface this with yes we are a month behind. We are working on fixing that but they have the website set up so they can not accept anything less than the full past due, and without even trying to reach out to us they are trying to garnish my wages

  Business response

  08/03/2023

  We have made many attempts to reach Mr. ******* at the number provided.  We have left many voice messages as well.  The website payment portal is designed to make regular payments.  If an account is behind, it will only let you make the past due amount.  A partial payment can be made by calling the payment in.  We would love to speak to Mr. ******* to make arrangements on his account.  We would encourage him to call his account representative, as we have had many difficulties in reaching him.  We would be happy to work with him.   Any recurring payment changes must be made in person, as the forms have to be signed in person by the customer.  He can reach his account representative by calling ###-###-####.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have the car for 13 days and the car broke down. I did not buy and purchase a car for it to breakdown on me. My insurance informed me that there has been several wrecks and a insurance claim on the car. The car is a 2014 Hyundai Senata and I purchased it on 05/20/2023 . This is would the second time they would be putting a motor in the vehicle. I would like to exchange the vehicle or get out of the contract.

  Business response

  07/10/2023

  Mr. ****** purchased his 2014 Hyundai Sonata on 5/20/23.  His engine failed on 5/30/23.  He purchased an 18 month, 18000 mile service contract on the drive train, which covered this repair.  Unfortunately, the replacement engine also failed.  It was covered under the warranty when it was purchased.  It is currently being replaced and the eta is 7/13/23.  These repairs are being done with only the $50 deductible charge on the original engine.  While we understand how frustrating these types of situations can be, we are actively getting the repairs done as timely as possible.  

  If you have any questions regarding this situation, please feel free to call me.  

   

   

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got my car on December 8,2022 and I had it for 30 days at least before the transmissions started to fail. I had a company named ***** come and get it and Auto credit helped half the cost of the repairs So in the middle of February I had the same problem. So I sent it back and I just received it back yesterday I missed days of work because I didnt have a car. The car again has just did the same thing. I paid 400 dollars to get the car out of the shop . The lady at ***** called Auto Credit and at first they were going to cover the costs and later they said they said they would not cover the cost because I had the car too long which is not true since the car started to mess up 30 days within the time I purchased it. I then called Auto Credit and she told me the first payment was a gratuity and now they were not obligated to pay. So now I have a car that does not work and I have been making my payments on time.

  Business response

  03/29/2023

  I have spoken to Ms. *******.  She has a 18 month 18000 mile service contract that covers the internally lubricated parts of the engine, transmission and drive axle.  We were unaware that the vehicle was in the shop.  The claims center has contacted the shop, and it is recommended that the transmission needs replaced.  We are getting the vehicle towed from Ms. ******* residence to a shop that can perform the repair.  The service contract company has waived the deductible.  This should resolve Ms. ******* issues with the vehicle.  If you have any questions, please feel free to contact me at *************

   

   

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, March 3, 2023, I purchased a 2010 Chevrolet Impala from Auto Credit in Benton, Illinois. I put down $800, and traded in my truck (valued at $1,500). Auto Credit had promised me that I, the customer would come first in the transaction, and my needs would be taken care of. However, not even a full three weeks later, on Tuesday, March 22nd, 2023 the engine blows. I was leaving my girlfriends work (visiting her on her break). I had to get a tow, and everything i had to do for the day (actually the entire week) was entirely ruined, including work. I am now out of a car for 2+ weeks, and I am still expecting to make payments on a vehicle that isn’t even running after less than 3 weeks of having it. The worst part, they won’t offer me another vehicle to drive while the lemon they gave me in is the shop. This is absolute insanity. I will never trust Auto Credit with my finances again, and I will be sure to tell others so they don’t make the same mistake i did by purchasing a vehicle from them. I am beyond stressed out, scared of losing my job, and I have no clue what to do.

  Business response

  04/04/2023

  *** ***** originally purchased his 2010 Chevrolet Impala on 3/3/23.  He purchased an 18 month 18000 mile extended service contract that covers the drive train.  The service contract would have covered the engine with only a $50.00 deductible. Our insurance does not allow for "loaner" vehicles while someones vehicle is in the shop, even if the repair is covered under an extended service contract. On 3/24/23 we let *** ***** pick out a different vehicle and do a vehicle exchange.  I feel that this situation has been resolved.  If anyone has any questions, please feel free to contact me.

   

   

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2009 Ford Focus from this place in February 2019 as a last resort. As for the car I have had no issues. I realize I am a lucky one. As for the dealership itself, I am disgusted. I had to call almost every six months to show them that I had insurance because they kept saying my insurance company was sending them letters saying I no longer had insurance. At one time I had to three way call them and my insurance because they typed in the insurance policy wrong and refused to try and fix it. This was every six months when my insurance renewed. They would never send me the letter. I have paid of my vehicle many months ago and have yet to receive my title because even after multiple times making sure that my title was sent to the right address they sent it to the wrong address. After it was sent, about 11 days, I called again to verify where it was sent to and was lied to saying it was sent to the right address. It was then lost in the mail and a new one was ordered 1/27/23, three days after I asked them to order it. The title department has taken no responsibility for their mistakes and fully tried to blame the post office and myself, I could of picked it up at the dealership, however I have moved out of state and didn't see how sending the title would be difficult. I called today and the new title has not been received by them. This place also would not send me my contract. I was charged more than what the told me and when I asked for them to send me my contract via email, since it was electronically made, I saw no reason they couldn't they refused. This place is awful. Their loan department and title department are just terrible. I just want to be finished with this and they keep screwing things up and forcing me to deal with them.

  Business response

  03/21/2023

  Ms. ********* paid her vehicle off on 11/18/22.  Her final paperwork stamped paid, along with the title was mailed certified.  The tracking number is ********************.  We have two addresses listed for her in Louisville, KY.  My understanding is that it was not mailed to the correct address.  Normally, if the package was not signed for, the **** would return it to us.  I have attached the tracking information to show that it has never been returned to us.  With that being said, a duplicate title has been ordered from the State of Illinois.  We have the proof that the paperwork has been received, and the transaction is in process.  We are just waiting for the State of Illinois to send us the duplicate title.  Once we receive this title, we will contact Ms. ********* to verify the address it needs sent to and overnight it.  The status of this title is being checked daily.  Unfortunately, we cannot speed this process up.  We would like nothing more that to provide Ms. ********* with her title.  We will continue to follow up on this process to ensure that she does received it as soon as we get it.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed the finance papers in June of 2021. From the start I have had nothing but problems with 2008 *******. They refused to fix it properly. The check engine light has been on since two hours after bringing the vehicle home. I was also charged their insurance fee one month even though I had my own insurance. They refuse to work with anyone. In October of 2022 I was threatened that if my payment wasn’t made by 4pm my car would be shut off and taken. I lost my job trying to get to the ** ****** location to pay my payment. In February of 2023 I called to see what could be done about trading the ******* in for something that was more reliable and safe. They were well aware of all the problems. I was given the run around and it was eventually stated that the mechanics would drive the car and then give an offer and whatever was left would be tacked on to the balance of the new car. The value of an 08 ******* is from $1500-2500 and that’s top dollar. I still owe $6900 on the car. I called the very end of February for them to come get the car. I was again threatened and told they don’t do volunteer surrender. I as of tomorrow (3-10-2023) I will be two payments behind and they have yet to come get the car. When my husband got home from work there was a note on our door to call them immediately. Just take you car back and go.

  Business response

  03/11/2023

  Ms. ***** purchased an 2008 Chevrolet Equinox on 6/21/21.  She also purchased an 18 mo 18000 mile service contract on the drive train.  The check engine light came on the day she purchased the vehicle.  We sent an authorization over to ***** **** for the vehicle to get a diagnosis.  We then replaced the egr valve, egr  tube, vent valve and a rt wheel bearing.  We did this as a good will gesture to Ms. *****, as these parts are not covered under the extended service contract.  She had just purchased the vehicle and we wanted to address the check engine light.  She then brought the vehicle to the service center at our ****** facility.  They diagnosed that it needed a new gas cap.  We provided the labor for the diagnostic at no charge, and Ms. ***** just had to purchase the gas cap.  These are the only records I have of any issues on Ms. *****'s vehicle.

  We do require proof of full coverage insurance.  If we do not have that, then a product called Collateral Protection Insurance is placed on the loan to cover the loan.  She paid this fee 3 times.  When we received proof of her insurance, we refunded those three payments back to her.  

  She called in January 2023 and requested to trade the vehicle for a different one.  She told us at that time that her husband wanted her to purchase a 2020 or newer.  We did not have any vehicles fitting that description.  She then later informed us that she had purchased a 2023 Nissan, and did not want this vehicle.  She signed a contract when she purchased the vehicle to make all of the payments.  We have explained to her that she is legally liable for the contract, and to finish the payments.  

  If you have any questions regarding this situation, please feel free to call me at *************

   

   

  Business response

  03/11/2023

  Ms. ***** purchased an 2008 Chevrolet ******* on 6/21/21.  She also purchased an 18 mo 18000 mile service contract on the drive train.  The check engine light came on the day she purchased the vehicle.  We sent an authorization over to ***** **** for the vehicle to get a diagnosis.  We then replaced the egr valve, egr  tube, vent valve and a rt wheel bearing.  We did this as a good will gesture to Ms. *****, as these parts are not covered under the extended service contract.  She had just purchased the vehicle and we wanted to address the check engine light.  She then brought the vehicle to the service center at our ****** facility.  They diagnosed that it needed a new gas cap.  We provided the labor for the diagnostic at no charge, and Ms. ***** just had to purchase the gas cap.  These are the only records I have of any issues on Ms. *****'s vehicle.

  We do require proof of full coverage insurance.  If we do not have that, then a product called Collateral Protection Insurance is placed on the loan to cover the loan.  She paid this fee 3 times.  When we received proof of her insurance, we refunded those three payments back to her.  

  She called in January 2023 and requested to trade the vehicle for a different one.  She told us at that time that her husband wanted her to purchase a 2020 or newer.  We did not have any vehicles fitting that description.  She then later informed us that she had purchased a 2023 Nissan, and did not want this vehicle.  She signed a contract when she purchased the vehicle to make all of the payments.  We have explained to her that she is legally liable for the contract, and to finish the payments.  

  If you have any questions regarding this situation, please feel free to call me at ************.

   

   

  Customer response

  03/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  After replacing the gas cap, the check engine light remained on the vehicle and nothing else would be done with vehicle as they kept saying it was just an evap code. I explained numerous times that the car smelled like gas and they continued to ignore the complaints. I have contacted a lawyer as this car was a lemon from the time I brought it home. I had full coverage from the day I purchased the vehicle and that can be proven. 
  
  
  Sincerely,
  
  ******** *****

  Customer response

  03/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  After replacing the gas cap, the check engine light remained on the vehicle and nothing else would be done with vehicle as they kept saying it was just an evap code. I explained numerous times that the car smelled like gas and they continued to ignore the complaints. I have contacted a lawyer as this car was a lemon from the time I brought it home. I had full coverage from the day I purchased the vehicle and that can be proven. 
  
  
  Sincerely,
  
  ******** *****

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