ComplaintsforCarHop Auto Sales & Finance

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the car a month ago. And already having issues with the car. Drive Shaft and axles are faulty and the front arm bushings are faulty and brake pads are low and Rotors and leaking Transmission fluid from the seal. And ******* at Car Hop in ***********, Mo said the Mechanic looked at it and said it was ok. It wasn't! Could have caused an accident after leaving the Car Lot. And bald tires on the car. Which I had to put 4 new tires on the next day. Was showing wires from what the tire *** said. Wanted to know why they let me drive home on those tires. I could have had an accident coming home. I live in ******** 40 min away. My concern is that there is a safety sticker on the car and it's not safe to drive. Take a chance every day car might break down. I've called the place I got the car from no response back. The Mechanic I took it to that Car Hop provides that saw what was wrong with it said it wasn't supposed to leave the lot and wants to fix my car but has tried several attempts to contact ******* at Car Hop Springfield and claimed she was always busy. I am on S.S. and work part time and ******* knew income and she was able to sell me a car with what I can afford but sold me one that practically the front end is messed up. I have already purchased brand new tires at my expense @ $400 and tags and title costing me $740 out of pocket. I can't afford any extra repairs beyond the limited Warranty on the car. Car Hop will only pay for certain parts but isn't responding to the Mechanic who's going to do the work. I need some help in getting my car fixed. As I said I've only had it 30 days. It is an As Is car but it wasn't safe to drive off the lot. Or have a safety sticker on it.Please help with getting a response back from Car Hop. My Mechanic is also waiting. His name is ******* at D and ****** in *********** on ************. I need some help to get this car fixed ASAPas it is my only transportation

• Initial Complaint

  10/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a vehicle from CarHop on March 16th, 2024. On April 3rd, 2024, just over 2 weeks after purchasing the vehicle it stalled on the highway and then wouldnt start and was towed to ***** as thats the shop CarHop chose. ***** determined the starter was bad and then investigated why the vehicle stalled. The engine was blown, and the turbos were bad as well as the fuel pump, and the pcm. The engine was under warranty and so was the fuel pump but the turbos, starter, and pcm were not. Carhop did end up getting turbos from ******** and paid for the labor for the engine, the turbos, and the fuel pump. I paid for the *** and starter, and then when the *** was replaced there had to be new keys reprogrammed and I paid for the cost of the locksmith and the keys as well. This was a total of $900. We got the vehicle out of the shop on June 14th, 2024. On September 12th my husband took our vehicle back to ***** to have them check the starter because it wasnt starting. We were having to tap on the solenoid of the starter to get the vehicle to start. The starter was still under warranty which is why we took it back to ***** and ***** said that they werent sure what was going on and we would have to bring it back when they had more time. My husband left ***** and only got a few miles away when the vehicle started blowing white smoke. I called ***** and spoke with a guy named ******* who had it towed to *****. I spoke with ******* the next day and ******* told me that the turbos were bad as well as the fuel pump and likely the starter as well which was all of the same issues from the first time it was in the shop in April. ******* stated that they needed to figure out what was wrong with the car or this may happen again after they fix it. The turbos are under warranty but then Im told the catalytic converters are bad and they are $3000 alone. Carhop refuses to help with any of the repair cost after saying they would pay half the labor.

  Business response

  10/22/2024

  Dear ********,
  
  Per your BBB complaint #******** regarding the vehicle you purchased from CarHop on 03/16/24, the vehicle included a 7-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with you approval.  While it is unfortunate when a used vehicle has unforeseen mechanical issues, the records indicate CarHop has honored the limited warranty.
  
  Since you purchased the vehicle, our records show CarHop has paid for repairs including the engine, exhaust manifold, computer and other items even though some of those repairs are not covered by the limited warranty.
  
  On 10/22/24, you spoke with ******** *******, CarHop District Manager.  While under no obligation to do so and solely as a courtesy, CarHop offered to pay for the catalytic converter and battery even though those repairs are not covered by the the limited warranty.  You stated you are satisfied with this outcome.
  
  If you have any further questions, please contact ****** ******, CarHop Branch Manager at ************.  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the car from this dealership. They sell used cars after having the car for two years and almost paying it off.August 27 of 2023 my transmission went out on my truck. I asked the dealership to replace the transmission. They fought with me about replacing it, and they finally gave into replacing the transmission because of the warranty and due to the fact that the car was covered under warranty, I was assuming or expecting that the car dealership would take care of the repair for my vehicle being that the fact that the vehicle is financed and I was making payments on it. They replaced the transmission and a year exactly to the month. My transmission went out again this year on September 25 of 2024. I able to pay my vehicle off back in March 2024 since then I had financed another car and did not drive the car so for four months with the brand new transmission I was able to drive the vehicle. I was not aware that there dealer warranty involves installing used parts on a used car. me personally I cant put used parts on my vehicle when I do my own personal repairs so I am kind of wondering why they would put a used transmission in my vehicle less than a year the transmission went out again and they are refusing to fix this issue being at the fact that I paid off a $12,000 use vehicle. I was hoping that they would replace the transmission with a new one. I am now forced to pay for a transmission that was already covered under warranty a whole year ago, but due to the fact that they warranty involves used I now have to shovel out money for a new transmission that I do not have someone please help me

  Business response

  10/16/2024

  Dear Te'asia,
  
  Per your BBB complaint #******** regarding your purchase of a ***** RX 300 on 03/18/22, the vehicle included both a seven-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval.  CarHop then provided you a copy of your signed contract at the time of sale. The limited warranty page of your contract states, "CarHop may, at its sole discretion, use new or used or remanufactured parts".  The records indicate CarHop honored the limited warranty.
  
  On 08/28/23, CarHop paid to replace the transmission as covered covered by the limited warranty.
  
  On 10/04/24, you contacted CarHop asking about your warranty coverage.  CarHop informed you that CarHop honored the limited warranty and that your vehicle is now out of the limited warranty period since it is over thirty (30) months since your contract began.  If you would like a copy of your signed contract, please contact CarHop at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my dealership $396 on 8/7/2024 along with a $4 debit card transaction fee. About a month later the week of September 21st 2024 the dealership called me and said that my debit card payment was returned and that I'd have to pay them another $396. My bank spoke with the dealership and informed them that the transaction was cleared and that the debit card transaction was never returned. I have sent the dealership my banking statements and transactions as proof that the payment was never returned and proof that a dispute was never filed. The dealership also sent me a receipt that it was paid. The dealership is now saying that they don't have my payment, my bank shows that they did get paid and now I am out of $400, the dealership is insisting on making me pay money I already gave them. Nothing they've told me so far makes since and they are refusing to give me my money back.

  Business response

  10/17/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased from CarHop on 08/10/23 and the Retail Installment Contract assigned to ******************************** (MN) d.b.a. CarHop Finance.  The vehicle included a 7-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  CarHop Finance records shows a $396 payment was received from your bank account on 08/07/24.  CarHop Finance does not charge transaction fees.  The $4 fee was charged by ***, the service who processed your online payment transaction.  ACI's transaction records show that the payment was a chargeback on 09/13/24, which removed the $396 payment from CarHop Finance.  This chargeback transaction was not initiated by CarHop Finance or ACI and was out of CarHop Finance's control.  ACI's records indicate the chargeback was initiated by your bank.
  
  In comparison, also as part of our research, you provided your bank statements which show the 08/07/24 payment via ACI, but do not show a chargeback credit returned on 09/13/24.
  
  In summary, ACI's transaction records differ from your bank records.  To assist you in this instance, on 10/16/24, CarHop Finance credited $396 to your account even though ********************************************* no longer has your initial $396 payment.  If you have any further questions, please contact ***** ****** at CarHop Finance **********************).
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a vehicle from this dealership almost 4 ago now, I was in a time crunch and led there under circumstances failed from different avenues. When purchasing the vehicle I was never disclosed the that the vehicle was in a "as is" condition and had a severe amount of problems with it. They sold me the vehicle under the promise it was a great reliable vehicle and can get me around to point a to point b with no issues. That was not the case, approximately 2 months after purchasing the vehicle started having severe issues with valve lifter tick and failed to idle properly. I had already invested about $300 in parts into the vehicle as well about 8 hours of my time repairing the first bit of problems. Little did I know there was more problems than I was prepared to deal with or know how to deal with. The vehicle was broken down for about 3 weeks and they told me that they would pay for a bumper to bumper diagnostic and if the vehicle was beyond saving they would replace it with something else. They came and took the vehicle to a shop where they changed what they told me and and only diagnosed the issue keeping the vehicle from running and returned it back to me in the same poor running condition. I've tried resolving this matter with them but they refuse to make right on the scam they sold me on

  Business response

  10/04/2024

  Dear Scott,
  
  Per your BBB complaint #22345934, your vehicle purchase on 06/21/24 included both a seven-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  At the time of sale, the AutoCheck vehicle history report shows the vehicle recently passed emissions and safety testing.  CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval.  CarHop has honored the limited warranty and, while under no obligation to do so, also assisted with costs not covered under the limited warranty.
  
  On 08/27/24, you contacted CarHop stating vehicle issues.  CarHop advised you that the first step is for you to take the vehicle to a CarHop-approved service shop for diagnosis.  CarHop received no diagnosis.  On 09/11/24, you stated the vehicle was now having acceleration issues.  As a courtesy, CarHop paid to tow the vehicle to EZB Auto Solutions and have it diagnosed.
  
  EZB told CarHop that the throttle body was recently adjusted, causing it to be unplugged and creating acceleration issues.  The acceleration issue began months after purchase, which suggests someone other than a CarHop-approved service shop made post-sale vehicle adjustments.  Post-sale vehicle adjustments completed or approved by a customer without first providing CarHop a diagnosis are done at the customer's expense.  As a goodwill gesture, CarHop paid EZB to repair the throttle body and fix the acceleration.
  
  On 09/20/24, you requested a bumper-to-bumper inspection of the vehicle.  CarHop advised you that is not covered under the limited warranty.
  
  On 10/01/24, Joshua Crossley, Branch Manager, called you and left a voice mail message stating, while under no obligation to do so, an option for a full refund of payments made to CarHop and a full release from your contract in exchange for return of the vehicle.  Please contact Joshua directly.
  
  Sincerely,
  
  Eric Wanek
  ewanek@carhop.com

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car engine blew within a year of having and continuous mechanical problems that warranty doesn't cover. Shop authorized to fix issues that are under warranty are not fixed properly and was given 3 different estimates for the work that carhop doesn't cover. Matter has not yet been resolved and I am requesting a different vehicle since it is under the ****** mile warranty. Vehicle wheel bearings have been replaced, spark plugs,. ignition coils have been replaced and car continues to be in shop.

  Business response

  09/25/2024

  Dear Rayell,
  
  I am writing in response to the Better Business Bureau (BBB) Complaint # ********, which you submitted regarding the vehicle you purchased at CarHop on 07/24/23.  The vehicle included a 7-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval.  While it is unfortunate when any vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the limited warranty.
  
  On 09/03/24, CarHop paid ****** Auto Repair to replace the engine, covered by the limited warranty.  At that time, the vehicle diagnosis shows the vehicle was driven over ****** miles in the first 14 months while in your possession.
  
  Please note that driving a vehicle an average of over ***** per month will result in the need for routine maintenance.  On 09/10/24, CarHop received a diagnosis for routine maintenance items which are not covered under the limited warranty.  CarHop advised you that those repairs are your responsibility.
  
  On 09/19/24, you spoke with ***** *****, CarHop Manager, stating that you had concerns about the repairs completed by ****** Auto Repair and ***** advised you to contact ****** Auto Repair directly since they did the repair work.  On 09/24/24, CarHop was informed by ****** Auto Repair that you provided them the vehicle and are in the process resolving your concerns with them directly.
  
  CarHop will continue to honor the limited warranty.  If you have further questions about your limited warranty, please contact ***** ***** at ************ or ***********************************************************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

  Customer response

  09/25/2024

   I am rejecting this response because:
  
  Aside from the ****** miles on vehicle the engine was said to have been replaced. If the engine was replaced and "test driven" then how fast word to 9/20/2024 was it discovered the engine gasket and oil pan is in need of replacement because the oil pan is apart of the engine and the engine gasket is on engine block next to cylinders. AGAIN if Carhop provided a used engine for vehicle how would a engine gasket and oil pan issue be the problem. ********** explained to Me that they would pay for a alignment to be done if I told them the shop I was taking it too. Now I have never heard of another auto repair paying for another facilities work especially if they Truly did the work. The vehicle needing engine replacement shows that there was previous issues with car, for this reason I am requesting the exchange. The car continues to need serious work because the main issues with car have not been properly address by Carhop or the approved facility to have car repaired. I have continued to make payments on a car NOT in my possession and not safely operate able, I have 2 kid's and am a single source income where I chose this company for that reason, now I again have mentioned I continue to pay on a car that I do have because Carhop said this will effect Me. The car needs serious work that is not from ****** especially if I am taking it to have oil changes and paid to have spark plugs and ignition coils replaced again paying out of pocket not covered with warranty. And again fast word to the Engine blowing again shows that this car has had issues that have just been glossed over to sale the vehicle.

  Business response

  10/03/2024

  Dear Rayell,
  
  I am writing in response to your follow up comments regarding the Better Business Bureau (BBB) Complaint # ********, which you submitted regarding the vehicle you purchased at CarHop on 07/24/23.  The vehicle included a 7-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  At the time of purchase, you initialed page 1 of your sales contract with your approval, which states that you "have thoroughly inspected, accepted and approved the Vehicle in all respects."  In addition, you were provided an AutoCheck vehicle history report on the date of purchase which reported no vehicle issues at the time of purchase.
  
  CarHop's response to your original complaint summarized how CarHop has honored the limited warranty.  On 09/03/24, CarHop paid ****** Auto Repair to replace the engine, covered by the limited warranty.  At that time, the vehicle diagnosis shows the vehicle was driven over ****** miles in the first 14 months while in your possession.  Driving a driving a vehicle an average of over ***** per month will result in the need for routine maintenance, which is your responsibility and is not covered by the limited warranty.
  
  On 09/19/24, you spoke with ***** *****, CarHop Manager, stating that you had concerns about the repairs completed by ****** Auto Repair and ***** advised you to contact ****** Auto Repair directly since they did the repair work.  On 09/24/24, CarHop was informed by ****** Auto Repair that you provided them the vehicle and are in the process resolving your concerns with them directly.
  
  CarHop will continue to honor the limited warranty.  If you are dealing with a financial hardship, CarHop is willing to discuss adjustment options to your scheduled car payments.  If you have further questions about your limited warranty or payment adjustment options, please contact ***** ***** at ************ or ***********************************************************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

  Customer response

  10/04/2024

   I am rejecting this response because:
  
  If the car was purchased  07/24/23 how has the vehicle been driven ****** miles in 2 year's, I HAVEN'T EVEN HAD THE CAR FOR 2 YEAR'S AGAIN SHOWING THAT THIS IS NOT LEGIT! THE ENGINE BLEW 8-30-2024 ONLY AFTER HAVING VEHICLE AFTER 1YEAR. I HAVE NOT PUT THAT MUCH MILEAGE ON CAR AND WOULD LIKE CAR TAKEN BACK AND EXCHANGED FOR DIFFERENT VEHICLE. PART'S SUPPLIED TO FIX CAR HAVE BEEN DEFECTIVE. ENGINE GASKET AND PAN WERE NO GOOD AND ENGINE WAS PROVIDED BY CARHOP. THE CAR HAS HAD SERIOUS ISSUES BEFORE AND THEY TEMPORARILY FIXED IT TO SELL IT. NOW THAT THE CAR IS HAVING SERIOUS ISSUES AND HAVING TO BE AT SHOP WITHOUT RESOLUTION TO MATTER SHOWS THERE IS SOMETHING INTERNAL WITH CAR THAT CAN'T BE FIXED. VEHICLE IS NO GOOD AND USED ENGINE PROVIDED WAS DEFECTIVE. I WOULD LIKE A EXCHANGE AT THIS POINT NOTHING ELSE.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** S. ****** ********************************** ******************** ************ September 8, 2024 Better Business Bureau ******************************************************************************************************************* Subject: Formal Complaint Against Carhop for Unresolved Safety Issue Dear BBB *******************,I am filing a formal complaint against Carhop in ******, **, regarding their failure to address a critical safety issue with my vehicle. Despite numerous attempts, Carhop has not repaired a non-functioning car horn, which poses a significant safety risk.Details of the Issue:Date of Purchase: November 2023 Vehicle: 2015 ***** Camaro Nature of the Complaint: I was promised that Carhop would fix the car horn, heater, and airbag upon purchase. However, the horn remains broken, and despite multiple assurances, no repairs have been made, and my requests have been ignored.Attempts to Resolve:I have contacted Carhop several times over the past three months and even sought repairs at *********** Auto Shop in ******. Carhop denied the repair claim, citing it as not covered under warranty. Despite promising on July 19, 2024, to address the issue, I have received no resolution. This leaves me with a vehicle that is unsafe to drive.Resolution Sought:I request that the BBB mediate this issue to ensure Carhop promptly repairs the car horn. I seek a resolution within 14 days to prevent further escalation. I have also filed a complaint with the ************************ for additional support.Please let me know if further information or documentation is needed. Thank you for your attention to this matter.Sincerely,****** ******

  Business response

  09/11/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased from CarHop on 11/25/23.  The vehicle included a 7-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop agreed to cover select repairs with the expectation that you bring the vehicle to a CarHop-approved service shop within twenty (20) days after purchase to complete the repairs, which is standard procedure with any repairs offered at the time of purchase.  CarHop did not receive a diagnosis or repair estimate on your vehicle until 08/13/24, which is more than 250 days after purchase.
  
  To best assist you, CarHop attempted to contact you on 09/06/24, 09/07/24 and 09/10/24 and left a voicemail for you each time.  The purpose of this outreach to you was to inform you that we covering the cost to repair the horn and update you on the repair status.
  
  CarHop ordered the repair parts on 09/04/24.  The part needed to be ordered directly from the manufacturer, which causes a longer delivery time.
  
  On 09/10/24, ***** *****, CarHop Branch Manager, contacted the repair shop, ******************* Complete Auto Repair, for a status update and confirmed that they are awaiting the arrival of the part and are ready to complete the repair.  Please contact the repair shop or ***** *****, CarHop Branch Manager, directly with any questions on the status of the repair.
  
  In the future, if you experience vehicle issues, please note that the first step in the limited warranty process is to contact CarHop or take the vehicle to a CarHop-approved service shop as soon as possible.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got this vehicle from CarHop ****************, knowing it is a used vehicle. I did not know the front end was messed up. The tie rod is bent on the driver side and the axle already had to be replaced. I only had the vehicle since May of this year (2024). I already replaced the alternator a month into having the vehicle, the battery, the axle, and tires. When they just supposable put brand new tires and serviced the vehicle before i bought the truck. I had to do the oil change again because there was no oil or fluids in the truck. Now three months into having this vehicle, I have to replace the whole front end because they knew that the front end was messed up. I didnt have the extra money to fix it, they didnt want to fix it either. Im putting my life at stake everyday and the vehicle almost rolled plenty of times on the highway because of it. Now my vehicle is down for more time, overheated. It has a whole in the engine block and they dont want to do anything about it but take there sweet time to fix it. I told them that i dont have another vehicle to get back and forth to work. I work up in monument about to loose my job, I already been loosing out on work because of them. Im going to be out of work probably for another month because of them,and they dont want to switch out vehicles or do anything to help. ***** has been the only one there helping out with this situation. I told *************************** to either switch me out vehicles or expedite my car being fixed.

  Business response

  09/10/2024

  Dear *******,
  
  Per your BBB complaint #******** regarding the vehicle you and **** purchased from CarHop on 05/11/24.  The vehicle included a 7-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you and **** how the limited warranty works and you each initialed the limited warranty page of the contract with your approval.  While it is unfortunate when any vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate no front-end issue at the time of sale and CarHop has honored the 7-day guarantee and the limited warranty.
  
  On 08/28/24, prior to receiving this complaint, Big O Tires diagnosis suggested that the vehicle may need engine repair.  Since Big O Tires does not do engine repair work, it was determined that the vehicle needed to be moved to a different service shop which does engine repair for a second opinion. The Labor Day holiday did cause a short delay in the process of moving the vehicle.
  
  On 08/29/24, solely as a courtesy, CarHop offered you a payment modification which allows you to skip two payments to assist your finances.  You accepted this offer.
  
  On 09/03/24, ***************************, CarHop Manager, spoke with ****.  **** agreed that the vehicle would be taken to Real Performance, a CarHop-approved service shop, for a second opinion.  On 09/05/24, Real Performance diagnosed that the water pump needed repair and there is not a hole in the engine.  Real Performance reported to CarHop that the repair is complete and you have picked up the vehicle.
  
  If you have further questions, please contact ****** directly at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

  Customer response

  09/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a white 1999 ***** tahoe Vin # ***************** from them back in 2011 and have paid it off. i was sent the title but have misplaced it. when i went to file for a new title i was informed that they were still on the title and that i would need a released of interest from them in order to get a new title. when i called car hop they said that the *** had to submit a request to someone in there company but *** is saying that is only if it is an out of state thing. i am getting the run around and i just want a release of interest so i can file of a lost title. please help

  Business response

  09/04/2024

  Dear *******,
  
  I'm responding to your BBB complaint #******** regarding the vehicle you purchased from CarHop in 2011.
  
  To best assist you, I coordinated with CarHop's Administrative Department.  They informed me that, on 09/03/24, a lien release was mailed to your attention at the address listed in your BBB complaint.  If you have not received it by 09/13/24, please contact *********************** at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2004 ****** Sentra on September 14th 2024. My apr is ***** and total paid to them for this car will be *********. I pay $219.00 every two weeks for a payment. No less than 3 weeks after buying the car. It broke down. It started dying while driving down the road. They gave me a warranty but said the issue of the bad censor isnt covered. I did get them to pay for it at that time since I just bought the car. Fast forward to this year. My car started dying again. My car hasnt ran for two months. Because I pay so much for a car payment and Im a single mom I cannot afford to fix it. I complained enough to carhop and they had it towed for me to the same shop as last year. The same thing was happening, my car kept dying while driving down the road. ****** automotive told me that the censor that is bad and causing the issue now was an issue last year. They said they told carhop two censors were bad but to only replace one. They are now denying paying for these repairs. I cant transport my kid to school and *** had a sick father in the hospital. I advised them yesterday I filed a complaint with their corporate team, no one has gotten back to me yet. And **** in the office said **** would call me yesterday and he has not yet. Its not fair that my car hasnt worked at all since I got it. I have two tail lights out and its not fixed by replacing the bulb and the heating system has never worked. Im being taken advantage of.

  Business response

  09/06/2024

  Dear ****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased from CarHop on 09/14/23.  The vehicle included a 7-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval.  Our records indicate that CarHop has honored the limited warranty and, as a courtesy, assisted you with expenses which are not covered by the limited warranty.
  
  In October 2023, you contacted CarHop stating vehicle issues.  You took the vehicle to a CarHop-approved service shop.  CarHop covered the cost of diagnosis and repairs to the crankshaft position sensor, even though it is not covered by the limited warranty.
  
  In June 2024, you contacted CarHop stating vehicle issues though you did not take the vehicle in for diagnosis at that time.  Continuing to drive a vehicle that may have an issue risks further damage to the vehicle.
  
  In August 2024, as a courtesy, CarHop paid to tow the vehicle to a CarHop-approved service shop. The diagnosis suggested a repair to the camshaft sensor, which is an entirely different part and not covered by the limited warranty.
  
  On 08/30/24, as a courtesy, CarHop offered you a payment modification which you accepted.
  
  On 09/04/24, you spoke with *****************, CarHop Manager.  While under no obligation to do so, **** offered to split the cost of the non-covered repairs or you can receive a Satisfaction of Debt (***), which means we will accept ownership of the vehicle as satisfaction for the remaining balance owed under the contract. You emailed CarHop on 09/05/24 asking if you could proceed with the *** after 09/13/24.  We are willing to accommodate that request.  Please coordinate with ***************** directly to finalize the solution option you prefer.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩