Consumer complaint received 2025-11-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Americas Car-Mart, Inc.
State: AR

Complaint narrative:
Car-Mart and I entered a sales agreement for a XXXX XXXX XXXX with a service contract included, on XXXX. Since doing business with this company, they have failed to uphold requests within the contract, as well as overcharge my account for additional fees not listed upon signing. Upon signing the contract, I was offered a deal for the vehicle at the cost of {$18000.00} with interest fees, and a service contract ( {$1500.00} ) for a total of {$21000.00}. Upon the initial signing of this deal, I agreed to an installment plan considered as " tax-refund additional payment plan '' where I agreed to make an additional payment during the XXXX tax season to lower the monthly car payments to where the payments would be affordable according to my budget, around {$370.00} per month. The first three payments were {$600.00}, then going forward around {$370.00}. In addition to this plan, the service contract purchased at the time was sold for a total of {$1500.00}. 

During the signing process, I was unable to read and sign the actual bill of sales, but I did read and sign the Loan Structure Sales quote. The Car-Mart representative then stated that she would give me a bottle of water, proceeded to sign all documents from her desktop, and stated that she would ensure that I receive the documents via email. The documents were never sent to my email, nor was I given access to an online account to access information pertaining to the purchase of the vehicle. 

Over time, I have visited the car lot to report safety concerns with the operation of the vehicle, and concerns about payments ( connected devices ). Initially, I noticed there were issues with the locks on the doors, which they claimed to have fixed, however the truck had been broken into which resulted in- the initial sales contract, quoted fees from the original documents changed/copied to where all prices had been increased. I noticed information on the Bill of Sales had been changed, as I carefully viewed the original Loan Structure Sales Quote at the time of purchase in XXXX, which had too been changed. 

The company refused to send the original documents via XXXX when requested to clear the confusion about the increased prices, and would not adjust the payments. Furthermore, when attempting to utilize the " service contract '' in XXXX, the 3rd party company had no knowledge of my membership, and could not provide services even after they were given personal identifiable information to retrieve the account. Later, I learned from the third party that the membership information for the sales contract should have been shared via email at the time of sales. 
I requested to have the service contract refunded, as I noticed they charged me {$2000.00} on the bill of sales, which is not what I agreed to ( the contract was sold for XXXX for the Gold Tier ). 

Also, when I asked for assistance during XXXX, when I was struggling to make payments, the XXXX applied the " tax-refund additional payment plan '' and stated this would be a modified agreement to waive 1 payment. This was conflicting due to the fact this plan was already included in the initial contract at the time of the sale in XXXX. 
After all changes had been made, the total cost for the vehicle, interest, financing, and sales contract, was listed as {$31000.00}, with three monthly payments of {$600.00}, and the remaining payments set at XXXX ( see loan schedule ). 
This was not the initial agreement, and when trying to reach a resolution, the owner " fast-talked '' me, ignored my concerns, and stated that he would not refund the sales contract, " because they don't do that. '' However, in Section 6 B of the sales contract, it states that " The contract may be returned to the company at a pro-rated amount, if they have not provided services/repairs to the vehicle, etc. '' In which they have not made any repairs, they have also charged more than the required amount for late fees ( which are not to exceed {$30.00} as listed in the contract ). When payments have been made, the representatives have applied a large percentage of the payment to the " principal '' fees and other times " interest '' fees. They have also repossessed the vehicle during a time when the payment was 3 weeks late, and again in XXXX after they received a partial payment of {$300.00} ( {$60.00} applied for late fees/ and a remaining balance of {$260.00} due ). The representatives have harassed on multiple occasions via phone and in person ; to where I have had to leave work to address matters with them ( $ XXXX for each absence ). 

As an explanation of the {$60.00} late fees charged in XXXX ; the XXXX stated that I was charged late fees for the month of May- in which the payment for XXXX was waived ; therefore, there should not have been any additional charges. On XX/XX/XXXX, I was contacted by XXXX, from the corporate office of Americas Car Mart, stating that she was the account resolution specialist. The representative stated that she would like to help me retrieve my vehicle with limited knowledge on all matters. She agreed that the sales contract could be refunded ( conflicting information from that of the XXXX ) and also stated that the refunded amount could be applied to the account. She also stated that I had 14 days to retrieve my vehicle by paying the {$260.00} past due amount. I then requested to include the XXXX on the call so that all parties would be on the same page. However, the XXXX listened to the statements made by myself and the representative from corporate then stated he would need to call me back. After having a conversation with XXXX ; XXXX, the XXXX called my phone back stating that he would be able to get with me on Monday XX/XX/XXXX on how the sales contract refund process would apply to my account, but he would not release my vehicle even with receiving the past due payment ; as the next car note would be due on XX/XX/XXXX, Just for you to not pay me again. He also stated that the refund of the sales contract would not change the monthly payment amount, nor would it apply to any other scheduled payments. He also stated that in order to move forward, he would need proof of my income from an employer stating when I would start back working full-time. 
I informed XXXX, that as a consumer, should I arrive at Car-Mart on XX/XX/XXXX with the past due payment, it is their obligation to release my vehicle-as it is not feasible to charge or hold my vehicle for fees that were not yet due. At this point on XX/XX/XXXX Car-Mart has not reached out to me with an update on the agreements made via phone ; and when attempting to reach out to corporate office I was not able to hear from anyone. This has left an outstanding balance on my credit report which contains inaccurate reporting information, and has made it difficult to obtain a new loan, although the contract was fraudulent, and as of XX/XX/XXXX the vehicle is in the possession of Car-Mart , XXXX, AR.

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