Consumer complaint received 2024-05-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Americas Car-Mart, Inc.
State: KY

Complaint narrative:
For the FOURTH time since XX/XX/XXXX when I purchased my vehicle from Car-Mart of XXXX, Kentucky, they illegally and improperly repossessed my vehicle, despite the fact that I dont have a payment due again until this Saturday, XX/XX/XXXX. 

XXXX times prior to this, they have repossessed my vehicle due to nonpayment, when, in fact, only XXXX of those times was I actually behind on a payment ( and only XXXX weeks at thatnever 30 days ). The first time they repossessed it, they claimed I had not made a payment in XXXX weeks, but I showed them written evidence and documentation from my bank proving the payments were made. At first, they refused to acknowledge the payments saying Well, we dont see it on OUR end, so it didnt happen. Eventually, I had to file a complaint with the Ky XXXX XXXX XXXX, XXXX and other consumer protection agencies, and they wound up finally returning the vehicle after me not having a car for almost XXXX WEEKS. 

This time, I made my last payment on XX/XX/XXXX ( see attached and below ), but apparently, they repossessed it improperly and illegally AGAIN yesterday while I was still in bed. 

First thing this morning, I called the local dealer and told him I made a payment on XX/XX/XXXX, and I was told by the local manager that the General Manager has decided to pull the note regardless of my ability to pay and that I needed to pay over {$19000.00} to get the car back this time. 

I immediately called the Customer Service main number and spoke to a manager who refused to give me his name, and he said right after pulling up my account, Well, they repossessed it because you have made several hostile calls to the lot recently. I informed him that was completely inaccurate, and that in fact, I have not even spoken on the phone to anyone there since XXXX of this year. And even at that, it was THEIR employees who have harassed me, yelled at me, and spoken down to me the entire time Ive had this car. 

When I asked, What about the recent payment I made just 6 days ago? he said, I dont see that in the system. I informed him that I was currently looking right at my bank account, and it absolutely did come out on XX/XX/XXXX ( a one-week payment of $ XXXX, which left my next payment not being due until this coming weekend ). He then said, I dont care what you send me or what your bank saysif it doesnt show on OUR end, we are not going to honor it and were keeping the vehicle. 

Someone needs to hold this dealership accountable for their unruly and uncontrolled behavior, especially that of their employees, manager, and General Manager, as well as their Customer Support staff. I have made payments regularly, and even when Ive been behind slightly ( NEVER 30 DAYS! ), its only been because I have XXXX, which they are aware of, and I often spend several days in the hospital. A person should not have to lose their vehicle when they are making regular payments, even if they are only behind a week, and especially not for reasons such as making hostile calls ( which never even happened )! 

I now am facing several important doctors visits this week and have no way of getting to them. If I had any other means of obtaining a vehicle, I would have done so long ago, but for one, I am trying to repair my credit following a recent divorce, and for two, I dont want nor do I deserve to have a repossession on my credit file! 

PLEASE HELP ME AND HOLD THIS COMPANY ACCOUNTABLE FOR THEIR IMPROPER, IMMORAL, AND ILLEGAL BEHAVIOR. 

I demand the return of my vehicle IMMEDIATELY, I want an apology in writing from someone at Car-Mart ( either corporate or the GM ), and I want written reassurance that they will never repossess my vehicle again without written notice and without me being at least 30 days or more past due. 

Thank you.

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