ComplaintsforAmerica's Car Mart, Inc.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/23/24 received a call that went to voicemail because I work third shift called them back to talk to ***** who was over my car note to find out that she was moved to the sales department I spoke to ***** on 10/11/24 and explained to her the situation that I’m in with being in the hospital and I would try to get my payments in on time but if not it would be paid in full on 10/29/24 when I returned the call today I was informed ***** was no longer over my car and it someone by the name of ******** and was also informed that there is no grace period which I already new but the policy states that they will work with you but that is not the case I was informed I had to show documentation of my health which is a hippa violation I have been paying a little toward the payment when I can but that is not good for them instead of helping the lady on the phone was very rude and even told me that the only option is for them to come and get the car. So not only do they lie and do false advertisement but the harass clients even tho they are supposed to put notes on the account they don’t they only put in what they want and treat the client like they are stupid and go against there own policy

  Business response

  10/25/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at ************.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/31/2024 I along with a co-signer went to the car mart located on south university to purchase a vehicle. we weren’t able to test drive the vehicle. The sales manager **** ****** informed us that the company has a 7 day return policy stating if we did not like the car or if the vehicle has issues they will put it in the shop or put us in another vehicle of equal or lesser value. The car started having issues (I.e. the headlight went out due to the car not have a wheel well guard. The front passenger and driver door wouldn’t lock. The car check engine light was on. The car would occasionally not start, the tire pressure censor had a short. The battery needed to be changed due to the wheel well guard not being in place. On 9/5 we returned back to car mart told them of the issues the car has, they then told we had to put the car in the shop before they could put us in another vehicle. We then met ****** the service manager who came outside and took a glance and agreed the car needed to be put into the shop. Nothing was notated on the account. She then sent us to a mechanic that’s contracted through them to try and repair the car. On 9/12 we were told we could come pick the car and found the issues not fixed. When we started the car the check engine light was still on we told the mechanic and he told us to give him the keys and he’ll check he reset the codes. ****** called and said the car was ready again we told her the issues with the car and she told us she would speak to **** about it. Again no notation was made on the account. On 9/14 we returned back to inform them of the issues and their policy they then informed us that they were going to schedule us an appointment to put the car back in the shop due to the car breaking down **** and ****** the general manager of Car-Mart said car is having issues starting is due to the gear not completely being put into drive. She informed us that ****** was not in the office and that she would return on tuesday the 17th.

  Business response

  10/14/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had bought a car on 9/14/24 and finished signing contract before closing and the next day, the key wouldn't come out of the ignition and when it finally did come out, I put the key back in and it wouldn't turn over. I had to tow it back to my house ( I had to pay out of pocket for) and then the next day was Monday, I called and explained what happened and I told them I was bringing the car back and I want a refund. We'll in the contract sign says I can only exchange it foe another one. So once again, I tow it( again I paid for it) and got another car that was worse off and paid way more then what I thought I was paying for. And they up my service contract with out telling me to 1599.00 and I didn't want that at all. The traction light and abs lights come if I go o wr a bumb in the road and never said a word about having to replace the stabilizer thing, also the check engine light come on all of a sudden when turning the key. When turning the key over sounds like my battery is did but supposedly got a brand new battery in the day I got it. This car is worse then the first one and I'm paying more for it.

  Business response

  10/19/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

  Customer response

  10/21/2024

  
  Complaint: 22393113
  
  I am rejecting this response because: First off, I didn't even have the car 24hrs when the key got stuck in the ignition and I had to tow it to my house and I had to pay 100.oo dollars. And your so called service contract, that's a joke. Couldn't help cause it's takes 48hrs for the policy to go thru. So then I called Monday and told them what happened, they I could ring it in a get a different car and that we would see about getting around the same amount as that one. We'll I had to tow it again for another 100.00 dollars and the car I ended up is costing me 22k over all, and I was told it was only going to be a couple thousand more then the original car and it turns out that was a lie. Then the service contract they up the price and didn't tell me, I didn't even want it and I know I don't have to have it.  And then when I called a few days later to see if I can trade that one cause you 7 days 100% guarantee satisfaction or trade back in, they I couldn't because when I brought the other one in, that counted towards my trade in. And they wouldn't refund me my money. You guys gave me a car that had ignition problem and didn't disclose that to me, and then next car had no oil in it. You guys clear codes off the dashboard with out fixing the problem. SCAMMERS.  LEMON CARS
  
  Sincerely,
  
  ***** *******

  Business response

  10/30/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer. 
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle is under warranty through Americas Car Mart. My car has been in the shop for 6 months now due to a bad transmission. It has been nearly impossible to get into communication with anyone at the Sulphur Springs, TX branch to keep the warranty issue moving along. I have asked for a loaner vehicle or to simply replace the car or let me out if the lease with no answer. I have made $3,744 of on time payments over the last 6 months while being vehicle-less. I have tried reaching out to customer service with very little response. The only time I ever get a response from *** ****** the manager at the Sulphur Springs branch is when I do email customer service. I want out of my lease or a new vehicle. I have never dealt with a car dealership so poor at customer service. A vehicle being a shop of any kind for 6 months without a loaner vehicle is unacceptable to anyone’s standards. Especially when the payments have been on time for the duration.

  Business response

  10/19/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer since 2018 at this particular location first purchase I made no problem the engine went out and they had no issues switching out the car for me I am now on my 3rd vehicle from this location and i must say its gone down hill my engine went out less than a year I was not told where it was being fixed it took a month before getting my car back then had the check engine light on it now has a vacuum leak the wipers turn on and off randomly and it has a very loud whining noise it did not have before they took it for that month the staff is rude management rude they even tell you if u call corporate they don’t care they are just going to let the store handle it they lie constantly and treat you like your not even a person I have been hung up on by the assistant manager because I was expressing how i didn’t like the way I was being treated by that assistant I have asked for him to not contact me for any reason I’m not sure how they still have a job they take advantage of everyone that goes in that store even employees have quit because of them they are snakes and we as customers shouldn’t have to keep paying hundreds of dollars to make the repairs that they promise to us I am still owed oil changes also and they give excuses why they can’t do them enough is enough and I want my car fixed

  Business response

  10/19/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

  Customer response

  10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have yet to receive a proper response from the company regarding my vehicle and my treatment by their employees 
  Sincerely,
  
  ****** *****

  Business response

  10/29/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2008 Chevy Equinox that I purchased from America's Carmart in Marion, IL about a year ago. After about a month of having the vehicle, I have had nothing but problems with it, each time I take it to the repair shop that they recommended, there is a different issue each time. I have contacted the business about doing a swap for another vehicle each time they tell me no and that I would need to get my total balance at a certain amount to do a trade. I do not think this is fair, because I didn't have the car for a full month before the problems even started.

  Business response

  09/30/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This pertains to the Robinson location in Springdale, Arkansas. I reached out about a continuous problem that has not been resolved since I purchased the car. After be given the run around and several calls later I was told the car would be picked up and repairs done but I would have to pay for the repairs- I am not sure why because the engine is still under warranty from when it was replaced. (With the initial replacement, I was told by the manager and the maintenance manager that Car Mart would handle repairs if the issue persisted. Because this was not the first time I had complained and when i initially wanted to return the car after 5 days of having it, the manager spoke about how safety is important and she wouldn’t put her own daughter in a faulty car so she would make sure the problem was solved.) About a month goes by after being told my car would be picked up and today they came and “repossessed” my car due to non payment when I called and asked if the car was finally being picked up for repairs and was told no. I provided proof and an explanation of why I did not make a payment and was told that the car could only be fixed if my account was up to date. I informed the speaking party I would make a payment but not until my car was fixed because when I asked for it to be fixed it was up to date and they failed to repair it and I felt as if this was the fair, but she got angry and transferred me. After explaining the problem to the next person, She asked why didn’t I call up here again and I replied because I am tired of calling and asking about this issue and getting put off or told someone isn’t here or I need to call back on Monday. Yall have and still have it in your records that I called about this issue and someone was supposed to be getting the car repaired this entire time. Anytime someone called it was about paying but not about fixing my car. When I called and asked to have the car fixed it was up to date. Why wasn’t my car fixed if that was the requirement for it to be fixed was my next question, but I was told “I’m not sure” Under the impression i was being refused service I did not make the payment on the 31st of August or the 14th of September while I sat awaiting my car to come be picked up. I know my rights and I know I have a right to refuse payment until the service was completed. She couldnt provide me and answer with why it wasn’t picked up and fixed. The only thing she was worried about was collecting a payment instead of helping me with my issue about fixing the car. She said she was trying to help but I need to come in person. After telling her me calling or being in person isn’t going to change anything and I don’t have a way up there. She ignored everything I said and again told me I needed to come in person and discuss this and I asked when could she come get me because you guys have my car and I don’t have a way up there. I live alone, my parents are dead, I don’t have a boyfriend or any friends to bring me. She got mad at me and told me I needed to find someone and that I should have a friend being me or that there should be someone to be able to bring me. I asked How can I find someone when I don’t have anyone and it’s just me. And I have had to explain this each time I have had issues with the car and yall wanting me to come up in person. But this time then she spoke over me and said I had cut her off- I didn’t cut her off. She paused and then I told her I didn’t have a way up there. I believe the problem was she didn’t like me asking when could she come get me. I’m not sure why she had an attitude after I apologized for “cutting her off the first time” and then she got sassy with me while I was trying to tell her that I didnt and she had paused so that’s when I spoke (I even counted to 2 before speaking so she wouldn’t say I cut her off again) Instead she cut me off and started yelling in the phone and I was told once again to call back and she hung up in my face. Also When my car was picked up I was not offered to get my belongings out so I am considering them stolen since they are repossessing my car and not fixing it. And according to account statement I’m ahead in payments. I always pay more than the minimum payment due.

  Business response

  10/19/2024

  Dear Sir or Madam:
  Thank you for taking the time to help our customer address any concern that they may have. Due to Federal and State Privacy Policy we are not able to communicate with any party about a particular account without expressed consent by the customer.
  
  Our policy is to deliver the best possible customer service to our valued customers. This is accomplished through building individual relationships with each of our customers. We will be contacting our customer to address his/her concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im January i purchased a car from Car mart on ********** *** in Little Rock Arkansas. In September the car was wrongly repoed and I was not behind on my payments not only did they not attempt to discuss the matter with me( I had the receipt on hand) they took my vehicle aggressively and continuously hung up on me when I called the location. I had to call the north little location to get somebody to answer at the University location. While they had my car they replaced the gps tracker on My vehicle. I seen it on a piece of paper on the mangers desk he wouldn’t have mentioned it had I not seen it. Some one at car mart put my car battery in backwards and shorted out the entire car. The mechanic hooked a battery up to the car and it didn’t work they even tried to charge the alternator and it didn’t work my car had to be towed to the lot and back to my house. The GM at car mart told he was not going to have anyone look at my car unless i replaced the battery which even a new battery will not fix the car. Per the mechanic shop I was sent to by car mart. Out of this situation I am asking for a replacement car that is just as nice as the one I had and I want the money I have already paid on my current car to be applied to the new one, as well as well as associated costs, damages for mental anguish, embarrassment and distress due to their unfair trade practices. If an equally nice vehicle that I choose is not available then I want a full refund. This situation is not my fault they and they are avoiding my calls. When they called about the payment and i asked about the resolution the sales person Candace said she forgot. I am also seeking compensation for having to call in to work and being late to work due to not being able to transport my car to the shop by driving.

  Business response

  09/28/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

  Customer response

  10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  They have breached the contract in several ways. First, they withheld the contract from after having you sign paperwork in January which is also in violation of business laws. Second, they have not held up their end of the contract in terms of late fee charges and payments. Third, they illegally repossessed your car and while it was in their possession, severe damage was caused, in which they refuse to help fix or refuse to make you whole by putting you in another car that is in the same condition your car was in before they illegally towed it from your residence. They have violated multiple terms of the contract but because you didn’t get a copy until just recently you were unaware of just how fraudulent they were. They have also falsely stated on the repo record that I was arguing and refused to pay my car payment when I was trying to get it repaired they even put in the repo that they are going to repair the vehicle now that it’s repossessed yet not help or give me options to repair my vehicle which is consumer abuse. None of the employees at car mart or the mechanic they sent me to would write a statement about what is needed to repair my vehicle 

  Business response

  10/15/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dishonest salesman,manager,and corporate office. I've got an eye witness who watched the salesman run an OBD. Computer code reader on the car as I was signing papers and he was supposed to putting the tags on the vehicle. I reported it, asked for money back or just another location. Corporate refuses and was******* and right out told me no,I could just use this one time exchange into another POS vehicle under same crooked sales and management.

  Business response

  09/25/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

  Business response

  09/28/2024

              Dear Sir or Madam,
  
  Thank you for reaching back out to us regarding our customer. We will continue to work with our customer to resolve their concerns.
  For any questions or concerns please contact us at *************

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: it's still the same outcome. Refusal to refund. The options offered were a worse car (a Chevy sonic with 133k miles/normal life expectancy in market 155k) that would blow up before I make it go anywhere. It's designed to make my payments I'm still responsible for even more expensive. Even further I told them last Saturday again, the swap out car they wanted me to try was garbage and worse, the only option was to go ahead and let them use the service contract and attempt to repair, I dropped off the Cruze this morning, I had to make the first payment still Saturday and was told to bring the car back this morning to get it to the shop. Not even a loaner car to get to work! I'm just told to expect a week without any vehicle; I told them I don't have any way to plan for rides in the mean time, that's why I had to go seek financing with them in the first place .I also told manager at ****** ******** if I can't get to work I won't be able to afford their next payment this very next week. I don't know how I will manage all this, they'd have been better to just refund the little down payment I scraped together for them. This is going to cost me my job now too. Hopefully the Attorney Generals investigator will reach a more fair resolve than their, "well contact and deal with the customer ourselves" approach. Just another way they wanna screw someone and shirk responsibilities.

  God bless you and them

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

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started leasing a car from America's Car Mart on sunset Avenue in Springdale in January of 2024, a month after having the car it started having problems, car mart had the same part fixed twice and it currently has a new problem with the engine harness. The mechanic has specifically stated that the car is a fire hazzard, so car mart is supposed to be having the car fixed but it's been several weeks, I've lost jobs, missed important appointments and struggled to put food on the table BECAUSE of this car and car marts lack of concern. I don't understand why they won't just allow me to lease another car. They aren't fixing the issue in a timely manner but they are quick to demand the car payment.

  Business response

  09/25/2024

  Our policy is to deliver our valued customers the best possible service while keeping them on the road. This is accomplished through building individual relationships with each of our customers. We will contact our customers to address their concerns directly.
  
  If you have any questions or concerns, please do not hesitate to contact us at *************

*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. ↩