Our Commitment to You During COVID-19

We’re Here for You | April 1st, 2020

Dear Car-Mart Family:

As a valued customer of Car-Mart, I want to personally thank you for your business. At Car-Mart, putting people first is a top priority. We’re doing what we’ve done since 1981 – helping our customers during life’s most challenging moments. And, we will continue to do all we can to help you navigate through these uncertain times.

First, the safety of our customers and associates is paramount. We have taken additional steps to help prevent or reduce the risk of exposure of the coronavirus. We have implemented additional sanitizing above and beyond what was already in place at our facilities. We will continue to follow recommendations from the CDC, as well as enhancing our own cleaning procedures.

Second, we recognize that many of you may be nervous financially as a result of the COVID-19 crisis.  We are working with many of our customers individually as they have reached out to us with their questions and concerns. We have updated our website and added Q&As based on inquiries from customers. We have also increased the hours of our customer service team and have added a chat feature on our website to better communicate with our customers.  If you have concerns about your vehicle contract, your local Car-Mart team can help, and are available via telephone. You can also call our customer service team from 8 a.m. – 6 p.m., CT, Monday through Saturday at 866-819-9944. Or chat with a representative on Car-Mart.com.

Lastly, we have several ways you can make your vehicle payment online or by phone without visiting a Car-Mart location or payment center. Use our online payment portal to set up recurring payments from your bank account using our new Auto Pay feature at no additional charge. You may also make one-time payments by phone or online. These options are quick, easy and available 24/7.

We will continue to monitor the situation and take additional measures as needed to best support our customers. Our thoughts are with those who are impacted by the coronavirus.

Being here for you continues to be our top priority. Stay well, keep safe.

Sincerely,
Jeff Williams
Chief Executive Officer

P.S.  Here’s my special message to you as a member of our Car-Mart family.

COVID-19

What should I do if I lose my job and am worried about making my car payment?

Since our beginning, America’s Car-Mart has worked individually with customers to provide transportation solutions during difficult situations. When you purchase a vehicle from Car-Mart you become part of our family. And, we will work with you throughout the duration of your contract. Your dedicated Account Representative or a member of management will help you with any challenges that arise in your life. Call your local Car-Mart immediately to schedule a time to speak with your Account Representative or the General Manager for help with your situation. You may also call our Customer Service team at 866-819-9944 Monday – Saturday from 8 a.m. to 6 p.m. CT. We are here to help you and customer success is our top priority.

Will Car-Mart repossess my vehicle during the COVID-19 outbreak?

At Car-Mart, our mission is about earning your repeat business and keeping you in your vehicle. We understand that this is an unprecedented time in our country right now. We are hyper-focused on clean facilities and the safety of our associates and customers. We are set up to help customers remotely through our website and by phone for those that are unable or uneasy about coming into their local dealership. For us, right now the most important thing is COMMUNICATION. We are deeply committed to taking care of you and keeping every customer in their vehicle. Please reach out to us and allow us to help you during this time.

What can I do if I don’t have much for a down payment because of the COVID-19 situation?

The down payment depends on the vehicle you choose, your credit application information, as well as any promotion we may have going on during the month. Most of our dealerships also offer a lay-a-way plan that allows you to pay out your down payment. Please give us a call or stop by your local Car-Mart. We are ready to work with you.

Is Car-Mart still open during the COVID-19 pandemic?

We are currently open for business as our customers and communities need us now more than ever.  We are regularly checking local, state and national reports on the developing impact of COVID-19 and based on guidance from the Centers for Disease Control (CDC), the World Health Organization and applicable public health agencies, we have developed plans and established a task force that will allow us to respond timely and appropriately. If closures become our only option, we will notify our associates and current customers. You may also call our Customer Service team at 866-819-9944 Monday – Saturday from 8 a.m. to 6 p.m. CST. for the latest updates. Again, we will work with our customers to help them through these challenging times.

How is Car-Mart ensuring its facilities are safe?

We have enhanced our cleaning and sanitization efforts in our stores, corporate office and vehicles. We are frequently disinfecting high-touched surfaces such as door handles, countertops, keypads and restroom surfaces, as well as vehicle door handles and steering wheels. In these efforts, we are advising our Associates to use disposable gloves, disinfectant spray and cleaning solutions.

How can I contact Car-Mart if I cannot go to my dealership in person?

You can call your local dealership directly or our Customer Service line is open Monday – Saturday, 8 a.m. -6 p.m. at 866-819-9944.

How can I reach Car-Mart after hours? My work schedule is during the daytime, and Car-Mart’s stores and Customer Service line are closed after 6 p.m.

You may contact us online via the Contact Us form and a member of our Customer Service team will reply to you the next business day in the order we received your inquiry. https://www.car-mart.com/contact-us/

Can Car-Mart waive my late fees?

Please reach out to your Account Representative and they can review the file and make a determination. We are happy to work with you during this time and we would like to have an honest discussion about the impact this situation is having on your personal situation.

Can Car-Mart waive the $2.20 fee for making one-time payment online or by phone?

This fee is administered by a third-party processing company (Repay) and we are not able to be waive the fee at this time. For convenience, you may set up recurring payments free of charge using your bank account and our Auto Pay feature. Please visit https://www.car-mart.com/make-a-payment/ to sign up. You may also use our night drop box at the dealership or visit over 15,000 CheckFreePay locations including Walmart.

Can Car-Mart waive payments for a few months or reduce my loan?

Payment structures are determined on a case-by-case basis at your local dealership. Please work with your Account Representative to determine a long-term solution. We are here to help our customers and communities.