ComplaintsforAmerica's Car-Mart

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased the car January 20, within 3 days I called and reported an issue with my vehicle (gas gauge was not reading right). Gave the car back to them 3 times to fix to which the issue gradually got worse. One of the times giving it back I drove it from the dealership home and had broken down on the interstate because they had not assembled the fuel pump on my vehicle correctly. After this I requested my car just to be traded in (because my case fit within their ‘7 day customer satisfaction guarantee’) to which I was told no they would not uphold my contract and that I should pretty much be happy I wasn’t being charged for the maintenance of the vehicle. Now the last 3 times I have received it. It leaks gas from the fuel tank beneath the car. This last time getting it back. It leaks gas from the fuel tank and it broke down on me again this time saying it was a system starting issue. Also to state my car has been in shop for 2 months now and the most I’ve been able to drive it is 3 days. I’m still making payments on this car and paying insurance. They refuse to wave my weekly payment while they fix the car and refuse to trade it in. Which goes against my contract with them. They currently still have it now fixing the initial issue and the starting issue.

  Business response

  06/29/2023

  ***** ****** purchased the vehicle on Jan. 20th, 2023. She did not lease it. She did have a 7 day or 500 mile 100% Satisfaction on it. On Jan 24th, she stated the gas guage wasn't working. We offered to fix the vehicle and she agreed. At that time, she had the option to swap the vehicle out for another because she was within her 7 days. We had a fuel pump put on it. We also had a fuel sending unit put on the vehicle. After she received the vehicle back, the next day she called and said her vehicle was broke down. We send all vehicles to different shops . At this point, the customer was very rude. We were doing everything we could to help her out. We aren't sure how it happened, but after she picked the vehicle back up, it was leaking fuel from the fuel tank. We sent it to a different shop all together. That shop dropped the tank to see what was going on. One of the fuel lines that sits on top of the fuel tank was leaking. That shop repaired the problem and the customer has since got the vehicle back.We've repeatedly tried calling the customer when the vehicle was ready on 6/07 but she didn't have any voicemail set up. She finally picked up the vehicle several days after the vehicle was repaired.  She was late on her payments, but, we worked with her. We do everything we can to help our customers out. We want to keep them on the road. We want them to be satisfied. We want them to buy another vehicle from us. We want them to refer new customers to us. I, myself as the GM, strive every day to earn repeat business. We aren't in business to make customers dissatisfied. Again, I understand her frustration. She did ask to "trade in" her vehicle. However, we can't do a negetive equity trade. I explained she was way out of her 7 day return policy. Had she bought a vehicle from a different company, they wouldn't have helped her the way we have. Most companies say you're on your own. If you need anything else from me, please let me know. Thank you.

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