Consumer complaint received 2021-08-10
Company: Americas Car-Mart, Inc.
State: OK
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
This is an email I sent ceo of Carmart. 

XXXX XXXX XXXX XXXX XXXX XXXX Good morning Mr. XXXX, I had a XXXX XXXX XXXX financed in XXXX of XXXX at the Carmart/ XXXX, Oklahoma location. Ive been speaking with several of your employees recently regarding issues Ive been having with said vehicle. The truck has had mechanical issues since I left the dealership. I tried to have them look at it and they could not get to it for another week. My husband fixed it however, it has had a number of things go wrong with it to the point its going to cost more to fix than it is worth. Ive spoken with XXXX at your location in XXXX Arkansas. My father is the one who drove from XXXX Oklahoma to XXXX to talk to you regarding this matter. Just doing what a protective father would do. XXXX, has been great.She told me she would advise a man by the name of XXXX and XXXX XXXX. XXXX  advised me that XXXX is going to give me a great deal by doing a charge off and putting me in a different truck. However, I did not know what a charge off was. Now that I know, it is definitely something I do not want. I do not want anything reported on my credit for something that I have not done. I have made my payments every month. There were two months when I had the payment deferred due to employment but paid the interest like I was told. XXXX  called me Friday And told me that he had never heard of such a great deal offered by XXXX XXXX. He said if it were him he would take the deal. He told me he did not work for Car Mart that he worked for colonial finance. He told me that I owned the truck even though I told him I still owed a little over {$3000.00} on it. I asked him about an add-on I purchased regarding total loss of vehicle and he told me it was the same thing as the service contract which was now void because it had been over 12 months. The truck has been parked in my garage for months because it constantly goes into limp mode. It has less than XXXX miles on it. The only thing I am needing sir is a dependable truck. I was told by XXXX and XXXX to come in this afternoon let them have the truck for the charge off and they will put me in a different vehicle. You can see my concern, this is not a repo so I dont think it should show up as a repo. I am hoping you can help me sir. I have exhausted all of my resources. I know you are busy and I apologize in advance four bothering you with this however you are my last option. When I spoke with XXXX  I asked him who his boss was because I thought it was you. He laughed at me and told me they were not affiliated at all with Arkansas headquarters. XXXX  told me several times XXXX was going to slowly and gently explain to me the process of a charge off because that was my only option. Again, when I brought up the contract that I purchased regarding 70 % loss of vehicle he told me it was the same thing as a service contract so it was void due to it being 12 months. In no way at all am I looking for a handout sir. I am just needing a reliable truck. In XX/XX/XXXX when I purchased this truck I was actually given the wrong paperwork. I was told everything about a XXXX XXXX XXXX I thought were the specs for the XXXX XXXX XXXX that I had purchased. It was a week later when Carmart called me back telling me they gave me the wrong paperwork and had me come back in and re-sign a whole new contract without going over anything with me. My New phone number is XXXX. Thank you for taking the time, have a wonderful day sir. Sincerely, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation