ComplaintsforValue Car Mart

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car on 5/8/22 the same day the car wouldn’t start. They said they would look at it and told me it was perfectly fine. I picked it back up on 5/9/22. On 5/14/22 the car cut off twice while driving I called the manager he said he would take a look and never did. On 5/16/22 I called a total of eight times and the manager refused to get on the phone. I went to autozone and was told the car needs a catalytic converter and ***** said they have a $30 machine there’s no way they could know what was wrong but he insists there’s nothing wrong with the vehicle

  Business response

  05/23/2022

  On 05/09/2022 this customer came to Value Car Mart and considered for purchase 2012 Chevy ******** with 121768 miles. The vehicle was in overall average condition for the year make and model. After having the opportunity to inspect the vehicle the customer agreed to test drive it. During the test drive no issues were observed or reported. After returning to the lot the customer agreed to all terms of purchase and among other documents signed a bill of sale, a retail installment agreement, and a warranty disclaimer stating that she had purchased the vehicle as is. 
  

  On 05/10/2022 Customer contacted Value Car Mart regarding her vehicle not starting.  In consideration of the fact that this was a new account and in good faith we agreed to service the vehicle.  The vehicle was towed in that afternoon and the following day when we approached the vehicle it started normally.  The vehicle was test driven and we returned to the dealership with no issues.  The vehicle continued to properly start several more times throughout the afternoon.  We contacted the customer and informed her that we could not duplicate the complaint and she came to collect the vehicle back.
  

  On 05/14/2022 customer reported that the vehicle was shutting off while driving.  Again considering the age of the account we in good faith offered to service the vehicle.  The customer returned the vehicle for us to inspect late in the afternoon that day.  She came and picked up the vehicle 05/16/2022 complaining that we were unable to meet her expectations on the time it was taking to service the vehicle.  We tried to explain to the customer that at the time she had come to collect the vehicle it had been in our possession for approximately 12 of our operating hours and that we would need additional time to complete the vehicle.  The customer refused and without provocation began interacting negatively with other persons that were present, none of whom were related to the business between Value Car Mart and them. 
  In telephone conversations following this event, the customer informed us that they would like us to accept these documents submitted with this complaint as a diagnoses and direction for repair.  These documents themselves do not claim to be a diagnosis, only a description of a self-diagnostic code and a shopping list of parts that IF malfunctioning could generate this specific self-diagnostic code that the vehicle itself had generated.  It would be unnecessarily costly for any customer or service facility to approach any repair without an in depth diagnosis using a more thorough system that has the ability to query and test individual systems and components directly.  Determining proper function on an individual basis, in real time as the vehicle is in operation, not just historical data.  This is the basis of vehicle diagnostics and this is the industry-wide standard of how to identify which repairs are necessary to correct a malfunction and which repairs may not affect any change in the problem. 
  

  The decision was made by the customer to remove the vehicle without allowing us a chance to help them, so at this time we can’t agree to any desired settlement that they would offer.   

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