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Insta Credit Auto Mart Inc

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Insta Credit Auto Mart Inc Reviews (84)

InstaCredit Automart offers its customers a 30 Day/1,000 Mile Limited Powertrain Warranty Plus Specific Systems and a 12 Month/12,000 Mile Limited Powertrain Warranty under its InstaCare Limited Warranty. We are pleased to report that all warranty repairs have been made to Mr. [redacted]'s vehicle...

and that the vehicle is available for him to pick up at our Fairview Heights location.We ask that this complaint be closed.

We are happy to report that Mr. [redacted] redeemed his vehicle from us yesterday. He paid all balances past due and is now in possession of his vehicle. We believe that his redemption satisfies his concerns and his complaint.

At InstaCredit Automart we take all complaints very seriously and wish to resolve any complaint in a fair and appropriate manner.  We certainly understand how a customer can feel frustrated when they have issues with the vehicle they recently purchased.  We have all felt similar...

frustration in similar situations.That said, the customer refers to documents and agreements in her complaint of which we simply do not have any record.  In an attempt to set the record straight, immediately below I detail the documents which we believe the customer was referring to in her complaint.Customer’s purchase included a 90 day/3,000 mile InstaCare Limited Warranty, whichever occurs first.  In summary, the warranty provides coverage against failure of the engine, transmission and cooling system.  Customer should refer to the InstaCare Limited Warranty document for complete details.At the time of purchase, customer and InstaCredit entered into a “We Owe” agreement.  Pursuant to the “We Owe,” InstaCredit agreed to “check and advise” (1) “shaking steering wheel while driving,” (2) “warping sound coming from under front driver’s side,” and (3) “oil change/tune up.”  As part of that agreement, the customer agreed that she was required to schedule an appointment with our service department, that she would be without her vehicle while the service was performed, and that the agreement was only valid for 30 days from the date it was signed.When a customer picks their vehicle up from being serviced we require that they sign a form acknowledging that they have “accepted” their vehicle.  The primary reason this is done is so that we have written acknowledgment that the customer has taken possession of their vehicle.  We don’t have any documents, nor do we require customer to sign any documents, that state their vehicle is “fine” or that their vehicle has been “fixed.”Customer’s vehicle has been in our service department three times since purchase.  The first time the vehicle was in our shop, we cleaned the throttle body to address the rough idle issue.  We made a repair to the left front tire and balanced all the tires to address the shaking steering wheel issue.  We also secured a metal flap that had come loose on the bumper to address the unusual sound coming from under the vehicle.  We test drove the vehicle before releasing it to the customer and found the issues reported to be remedied.  Customer was not charged for any repairs.The second time the vehicle was in our shop the customer complained that the steering wheel was still shaking at speeds over 45 mph and that there was a rattling noise when driving.  Our technician did not find any unusual vibrations at any speeds, but he did find that the rear stability links were worn which were making a rattling noise.  We replaced the rear stability links at no charge to the customer.Yesterday morning, the customer complained that the power seat was not operating properly and that the steering wheel was still vibrating when driving.  At no charge to the customer, we cleaned the contacts on the power connections to the seat and it is functioning properly.  We then rotated and balanced the tires.  After completing the repairs, our road test showed no unusual vibration in the vehicle or steering wheel.  All repairs to date have been completed at no charge to the customer.While we appreciate the sentiments expressed in the customer’s complaint and understand the customer’s frustration, we feel we are doing everything reasonable to address the customer’s concerns and that we are going above and beyond what is required by the agreements we entered into with the customer.  If the customer is still experiencing issues with the items that we have previously addressed, we ask that the customer contact our Service Manager, [redacted], at [redacted] so that he can help ensure the customer is getting the attention required to resolve the issue.

The spelling of the last name is incorrect which is why they could not find the customer's name. The name should be [redacted]. Please resumbit.

Complaint: [redacted]
I am rejecting this response because: I understand and remember how the I got the car , what I don’t understand is why is there two cars on one loan with the same exact loan number. If I got approved for the different cars at different times under different circumstances there should be two different loan with two different account numbers. There is one loan saying I owe approximately $11,000 and the other is approximately $8,000 both saying that I’ve been paying the payments on time for both , which is not the case I knew nothing of the payments on the $11,000 loan until recently . I also been calling to discuss this problem and haven’t received a call yet. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Not Acceptable!!  The incident that happened within the first week has now occurred a third time!!! On October 10, 2017 I was taking my children home from school and the van violently jerked, and stopped, like we hit something,  causing a whiplash effect, and then  shut down abruptly, again!  This has caused undue emotional and physical stress on us, as I already have a spinal health issue!! This is either going to be remedied on their end or we will definitely pursue legal recourse, as they think they are not liable for the condition of the vehicle when it is being sold, they are dead wrong! It's entirely their liability putting an unsafe vehicle on the road.  I'm not sure if they actually have consciences knowing that unsafe vehicles are sold time and time again. Just look back at the many previous complaints about their shoddy business practices.  The local news channels have even had reports on them if that tells you anything! VEHICLE IS UNSAFE FOR ANYONE DRIVING OR ANYONE ON THE ROAD AT THE SAME TIME PERIOD!! 
[redacted]

We are happy to report that we made all necessary repairs to this vehicle at no cost to the customer. The customer picked up her vehicle on October 26th and has been driving it since then.  We ask that this complaint be closed. Thank You.

The customer brought her vehicle into service at our Arnold location. As of December 29th, the customer indicated that she has had her complaints addressed and that her heater is no longer malfunctioning. As a courtesy, we will be willing and able to assist the customer if the customer has any...

further issues with her vehicle. Since we are not aware of any issues currently with the vehicle, we ask that this complaint be closed.

We are sorry for any difficulty Mr. [redacted] is experiencing with his title. At this time, it appears that a lien was filed on the title by another dealer out of the Kansas City area subsequent to the purchase of the vehicle by Mr. [redacted]. While we are working to resolve this situation and obtain a...

lien release from this dealership, we have agreed to forgo the collection of Mr. [redacted]'s payments. We are asking for patience while we obtain the lien release. Unless there is another issue, we feel this complaint should be closed.

Initial Business Response /* (1000, 5, 2016/02/15) */
Contact Name and Title: [redacted]
Contact Phone: Compliance Officer
Contact Email: [redacted]@insta-credit.com
We are pleased to report that Ms. [redacted] agreed to trade her vehicle in for a Nissan Sentra.
We expect that this new vehicle...

will not present any mechanical issues for Ms. [redacted].
We ask that this complaint be closed.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm not overly happy that they would not give me a refund but this will have to do. I'm okay with them closing the complaint for the moment.

Ms. [redacted] has been an excellent customer since she purchased her first vehicle from us in February of 2016.  We never like to hear that customers have any issues with the vehicles they have purchased and we do our best to work with our customers to reach amicable resolutions when they do. As...

Ms. [redacted] references in her complaint, she ran into trouble keeping her account current in May of 2016 due to missing work because of the flooding in her area.  Ms. [redacted]’s account manager attempted to contact her as this was very uncharacteristic of Ms. [redacted].   When the account manager did not get her messages returned, the account manager made a call to one of Ms. [redacted]’s references that Ms. [redacted] provided to us and agreed in writing to let us contact if we could not reach her.  We regret that Ms. [redacted] felt harassed in any way as this was never our intention. We understand the frustration Ms. [redacted] must have been feeling at the time she filed this complaint while having to deal with a flood, missed work, a past due car note payment, and a vehicle that is acting up.  On 06/26/17, Ms. [redacted] traded in the first vehicle she purchased from us and purchased a second vehicle from us, which we financed at a reduced interest rate.  We hope that with the purchase of the second vehicle from us that we can all move forward and continue the excellent relationship that our company has enjoyed with Ms. [redacted].

We have investigated the contents of this complaint and have found that they are entirely without merit. We will not get into what the complainant was doing in our dealership other than to say that it was totally unacceptable. Since then, the complainant has modified her contract and we seem to...

be on good footing again. We ask that this complaint be closed.

We are happy to report that [redacted] was able to redeem her vehicle from us on April 5, 2017. We admit that we had some difficulty with locating the vehicle's keys but now consider this matter resolved. We thank [redacted] for her understanding and hope that our relationship with her...

continues.

We are very sorry to hear that the customer is still not satisfied, especially when we consider that this customer has purchased multiple times from us and that she has been a loyal customer for many years.  We are making our best efforts to resolve the vibrating steering wheel issue to the customer’s satisfaction.  As we stated in our response to this complaint that was rejected by the customer, if the customer is still experiencing issues with the items that we have previously addressed, we ask that the customer contact our Service Manager, [redacted], at [redacted] so that he can help ensure the customer is getting the attention required to resolve the issue.  In light of the customer’s rejection of our written response to her complaint in which she expresses dissatisfaction with the work previously completed, we will have our Service Manager reach out to her directly.Additionally, if the customer will give us the opportunity to fix her vehicle, we would prefer that the customer test drive her vehicle with one of our service managers before the vehicle is released to her to ensure she’s satisfied with the repair.  We will not require that she sign any documentation to test drive the vehicle with our employee.  Again, as stated in our previous response, we don’t have any documents, nor do we require customer to sign any documents, that state their vehicle has been “fixed.”  We require that they sign a form acknowledging that they have “accepted” their vehicle so that we have written acknowledgment that the customer has taken possession of their vehicle when the vehicle is released to them.Lastly, the “We Owe” agreement stated that we would “check and advise” regarding an “oil change/tune up.”  Our service records indicate that we changed the oil in the vehicle 58 miles before the customer purchased and, therefore, the vehicle did not require a fresh oil change.  Regarding the “tune up”, our technician determined that the throttle body needed to be cleaned in order to “tune up” the vehicle to resolve the rough idle issue.  The throttle body was cleaned at no charge to the customer.

Complaint: [redacted]
I am rejecting this response because: if things on InstaCredit Automart are showing that I only have one account/loan open with you guys , I’m asking if you’ll could email or mail me a document showing that I only have one current loan open. I will also follow up with TransUnion to see what they have on their end so thanks for the website.
Sincerely,
[redacted]

InstaCredit Automart offers its customers a 30 Day/1,000 Mile Limited Powertrain Warranty Plus Specific Systems and a 12 Month/12,000 Mile Limited Powertrain Warranty under its InstaCare Limited Warranty.Although we had no legal obligation to do so, we have offered Ms. [redacted] two repair financing...

options for her vehicle. We regret that she has rejected both of the offers.At this point we have made every reasonable effort to reach a satisfactory resolution of this complaint with Ms. [redacted]. We ask, respectfully, that this complaint be closed.

Customer purchased her vehicle on January 28, 2017 with 118,564 miles on it.  Vehicle was purchased with a limited warranty that covered the engine, transmission and cooling systems for 90 days or 3,000 miles, whichever occurred first. We have no record of this customer visiting any of our...

service departments since she purchased until July 3, 2017.  On July 3, 2017 the vehicle was evaluated by our service department and found to have 130,423 miles on it.  At the time, the customer reported that [redacted] had advised her that the engine needed to be replaced.  Our technicians agreed with the diagnosis by [redacted] and, per the customer’s request, we offered to finance the cost of the repairs for the customer. Since receiving the Revdex.com complaint we have attempted numerous times without success to reach the customer in an effort to come to an amicable resolution to the issue.  As a gesture of goodwill, we are offering to cover 50% of the cost of the repairs required to the vehicle and to finance the remaining 50% of the cost of the repairs for the customer.  If customer wishes to accept our offer of goodwill, she should contact [redacted] at [redacted] and he will coordinate with her.

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner.  After receiving the complaint submitted by Ms. [redacted] we thoroughly reviewed her account status and interviewed the employee referenced in her complaint....

 Below is a summary of our findings that are relevant to the complaint she filed.As Ms. [redacted] referenced in her complaint, she financed the purchase of a vehicle from us on September 16, 2014.  As part of her agreement to finance the vehicle, she agreed to keep full coverage insurance on the vehicle until her account balance was paid in full.  On November 15, 2014 we were notified that Ms. [redacted] was involved in an accident for which she was responsible.  On November 25, 2014 Ms. [redacted] notified us that the vehicle was a total loss and that there was no insurance coverage on the vehicle.  The last payment we received from Ms. [redacted] was on October 24, 2014.  As of this writing, Ms. [redacted] has not satisfied the balance owed on the account.  Therefore, we are not able to provide her anything that states differently.With regard to Ms. [redacted]’ claim that an employee of InstaCredit Automart “cursed” at her, we strongly contest this unsupported allegation.  While it is nearly impossible for us to provide evidence that something which never occurred actually did not happen, we can say that [redacted] has been a senior member of our management team for many years, that he conducts himself in an absolutely professional manor at all times, and that we have never received a complaint that he cursed at any anyone, nor have we ever heard him do so.

At InstaCredit Automart we take all complaints very seriously and wish to resolve any complaint in a fair and appropriate manner.  We certainly understand how a customer can feel frustrated when they have issues with the vehicle they recently purchased.  We have all felt similar...

frustration in similar situations. Customer purchased a vehicle from us on 10/11/17.  Customer’s purchase included a 90 day/3,000 mile InstaCare Limited Warranty, whichever occurs first.  In summary, the warranty provides coverage against failure of the engine, transmission and cooling system for the first 90 days or 3,000 miles, whichever occurs first.  However, it requires that the customer pay a deductible to have repairs completed and it explicitly does not cover towing or provide for rental or loaner vehicles while repairs are being completed.  Customer should refer to the InstaCare Limited Warranty document for complete details. On 11/09/17 customer reported that the vehicle was not shifting into passing gear properly and that it was jerking when it finally did shift into gear.  Our technician evaluated the vehicle and determined that the vehicle had been driven 3,161 miles since purchase and that the transmission needed to be rebuilt.  The transmission was rebuilt by a sublet shop that specializes in transmissions.  Any/all deductible charges were waived and the repairs were completed at no charge to the customer despite the fact that the InstaCare Limited Warranty had expired due to mileage. On 11/27/17 customer reported that vehicle had a heavy oil leak and that the engine would not crank or start.  We paid to have the vehicle towed to our shop and evaluated.  Our technician determined that the oil cooler line had become disconnected from the filter adapter.  This caused the oil to drain from the engine and resulted in engine failure.  We determined that the oil cooler line was not properly reattached when work was completed on the transmission.  Customer’s engine was replaced at no charge to the customer and the vehicle has been returned to the customer. While we appreciate the sentiments expressed in the customer’s complaint and understand the customer’s frustration, unfortunately due to insurance restrictions, our company policy prohibits allowing customers to be “loaned” a vehicle for any reason.  However, we feel we have reasonably addressed the customer’s concerns and that we have gone well above and beyond what is required by the agreements we entered into with the customer.

Revdex.com: We thank you. Our family has accepted the business offer on the vehicle. This matter is closed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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Address: 910 N Bluff Rd, Collinsville, Illinois, United States, 62234-5802

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