CarHop Auto Sales & Finance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was given a satisfaction of debt, and released from the remainder of the loanThe company also provided a tow to take the car back to CarhopI have been released from contract

Response received via e-mail to Revdex.com:RE: Ms [redacted] ***File No: [redacted] Thank you for forwarding the complaint from Ms [redacted] ***Although it is unfortunatewhen any of our customers has mechanical issues, unforeseen problems do sometimes occur withused vehiclesMs [redacted] purchased the vehicle on March 7, The purchase included both aseven day Satisfaction Guarantee and an month / 18,mile limited warranty, which coversmajor internal engine and internal transmission components, as well as the drive trainThevehicle had a clean and clear Experian Auto Check prior to its sale.I had an opportunity to work directly with Ms***Under no obligation to do so CarHop paidfor the non-covered repairs at no cost to Ms***Ms [redacted] stated that she was somewhatsatisfied with this outcome at this time but will contact me directly if she should any furtherissues.I encourage Ms [redacted] to contact me at the number below if she should have any furtherquestions or concerns.Please contact me if I may be of further assistanceThank You.Sincerely,Julie [redacted] Customer Relations Specialist###-###-####

Response received via e-mail to Revdex.com -- text reads as follows: RE: Ms [redacted] ***File No: [redacted] Dear Mr***: Thank you for forwarding the complaint from Ms [redacted] ***Ms [redacted] purchased the vehicle from CarHop on 01/05/18, and Universal Acceptance Corporation (UAC) (MN) holds the contractThe purchase included both a seven day Satisfaction Guarantee and an month / 18,mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive trainThe vehicle had a clean and clear Experian Auto Check prior to its sale.At CarHop we take customer service very seriously and I’ve assured [redacted] that I will follow up on the misinformation she received from both our sales and finance staffMr [redacted] was in an accident with no insurance shortly after purchasing the vehicleDue to the conflicting information she received from our team, I have agreed to release her from the contractual obligations [redacted] is satisfied with this outcome.Please contact me if I may be of further assistanceThank You Sincerely,Kate [redacted] Compliance ManagerPhone ###-###-####Fax ###-###-####

Initial Business Response / [redacted] (1000, 6, 2016/02/09) */ Business response received via e-mail to BBB: "RE: Ms. [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms. [redacted] . Although it is unfortunate when any of our customers has mechanical issues,... unforeseen problems do sometimes occur with used vehicles. Ms. [redacted] purchased her vehicle from CarHop on March 7, 2015 and Universal Acceptance Corporation (UAC) (CA) holds her contract. The purchase included both a seven day Satisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive train. The vehicle had a clean and clear NMVTIS Auto Check prior to its sale. Since her purchase, CarHop has honored its warranty in repairs. Additionally, in November 2015, solely as a good will gesture CarHop offered to pay for the diagnostic fee into the hard to start issue. Unfortunately, Ms. [redacted] never took her vehicle to a CarHop approved repair facility for the free diagnostic. On December 23, 2015 CarHop again offer to pay the diagnostic fee into a possible transmission issue. I have left Ms. [redacted] numerous voice messages, but as of the time of this letter I have not received a return call. I encourage Ms. [redacted] to call me no later than February 18, 2016 so that we may work together towards a reasonable and satisfactory result. Please contact me if I may be of further assistance. Thank You. Sincerely, Julie [redacted] Customer Relations Specialist [redacted]

Business response received via e-mail to Revdex.com: June 23, RE: Ms [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms [redacted] Ms [redacted] purchased her vehicle on September 19, from CarHop and Universal Acceptance Corporation (UAC) (CA) holds her contractThe purchase included both a seven day Satisfaction Guarantee and an month / 18,mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive train The vehicle had a clean and clear Experian Auto Check prior to its sale.To best assist Ms [redacted] , I consulted with UAC I spoke with Ms [redacted] on several occasionsUAC was able to work out a reasonable resolution with Ms [redacted] Unfortunately, UAC could not lower her payments to her full satisfactionI encourage Ms [redacted] to contact me at the number below if she should have any further questions or concerns Please contact me if I may be of further assistance Thank You.Sincerely, Julie [redacted] Customer Relations Specialist###-###-####"

Spoke to Ms [redacted] by phone.She confirms that she was able to reach a resolution with CarHop -- says it was not 100% of what she'd hoped for, but she considers the matter closed

I am rejecting this response because: They have replaced a few things with the car, but, they ONLY replace with their parts, and they are USED partsNothing new was placed into the car, besides the things that I replacedAgain, I do not agree with nothing that they are saying, and want to be done with the car and UAC Thanks, [redacted] ***

Response received via e-mail to Revdex.com: "RE: Ms [redacted] ***File No: [redacted] Thank you for forwarding the complaint from Ms [redacted] ***Although it is unfortunatewhen any of our customers has mechanical issues, unforeseen problems do sometimes occur withused vehiclesMs [redacted] purchased her vehicle from CarHop on May 30, and UniversalAcceptance Corporation (UAC) (CA) holds her contractThe purchase included both a three daySatisfaction Guarantee and an month / 18,mile limited warranty, which covers majorinternal engine and internal transmission components, as well as the drive trainThe vehicle hada clean and clear Auto Check prior to its sale.Since her purchase, CarHop has honored its warranty in repairsAdditionally, we have paid over$1,for repairs which are not covered under the limited warranty as a good faith effort toexceed Ms***’s expectations.To best assist Ms [redacted] I consulted with Universal Acceptance Corporation (UAC)UACinformed me they have assisted Ms [redacted] with contract modifications to accommodate herfinancial needsIn addition, UAC has offered to assist Ms [redacted] by offering to pay for a towand the diagnosis into her current mechanical issuesMs***’s vehicle has been repossessedfor non-payment.It is important to mention that we have been in contact with Ms [redacted] on her cell phone, as itis listed on her Revdex.com complaintIn fact, we called and spoke with Ms [redacted] numerous times,even as recent as February 18, 2017.I have left several voice messages for Ms***; unfortunately she has not returned my calls.UAC is willing to work with Ms [redacted] towards a satisfactory resolutionI encourage Ms[redacted] to contact me at the number below no later than March 2, 2017.Please contact me if I may be of further assistanceThank You.Sincerely,Julie [redacted] Customer Relations Specialist###-###-####"

Left VM for consumer, advising that case will be closed as 'Resolved' at this time, as it appears company has addressed lingering issues raised in customer rebuttal.Told customer he may contact Revdex.com to have case re-opened for follow-up, if this is not the case

Response received via e-mail to Revdex.com:"August 23, 2016RE: Ms [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms [redacted] Although it is unfortunatewhen any of our customers has mechanical issues, unforeseen problems do sometimes occur withused vehiclesMs [redacted] purchased her vehicle from CarHop on July 3, and UniversalAcceptance Corporation (UAC) (PA) holds her contractThe purchase included both a three daySatisfaction Guarantee and an month / 18,mile limited warranty, which covers majorinternal engine and internal transmission components, as well as the drive trainThe vehicle hada clean and clear Experian Auto Check prior to its sale.To best assist Ms [redacted] I had the opportunity to work directly with Ms [redacted] and UAC(PA) towards a reasonable resolutionMs [redacted] stated that she was satisfied with the result.I encourage Ms [redacted] to contact me at the number below if she should have any furtherquestions or concerns.Please contact me if I may be of further assistanceThank You.Sincerely,Julie [redacted] Customer Relations Specialist###-###-####"

Initial Business Response / [redacted] (1000, 13, 2015/08/25) */ Business response received via e-mail to BBB: "RE: Mr. [redacted] File No: [redacted] Thank you for forwarding the complaint from Mr. [redacted] . Although it is unfortunate when any of our customers has mechanical issues,... unforeseen problems do sometimes occur with used vehicles. Mr. [redacted] purchased his vehicle on October 1, 2014, which included both a three day Satisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive train. The vehicle passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale. CarHop does not provide loaner vehicles. I spoke with [redacted] and they confirmed that Mr. [redacted] 's vehicle was completed last week and that he had picked it up. I have left a few voice messages for Mr. [redacted] to ensure he is satisfied with this result; however, I have not received a return call as of the time of this letter. I encourage Mr. [redacted] to contact me at the number below if he should have any further questions or concerns. Please contact me if I may be of further assistance. Thank You. Sincerely, [redacted] Customer Relations Specialist [redacted] "

Initial Business Response / [redacted] (1000, 9, 2015/12/17) */ Received business response via e-mail to Revdex.com: "RE: Ms [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms [redacted] Although it is unfortunate when any of our customers has mechanical issues, unforeseen problems do sometimes occur with used vehiclesMs [redacted] purchased her vehicle from CarHop on July 23, and Universal Acceptance Corporation (UAC) (MN) holds her contractThe purchase included both a seven day Satisfaction Guarantee and an month / 18,mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive trainThe vehicle had a clean and clear Experian Auto Check prior to its sale Since her purchase, CarHop has paid for repairs which are not covered under the limited warranty in a good faith effortUnfortunately, Ms [redacted] has refused to take the vehicle back to the repair facility so that CarHop may see how to further assist Ms [redacted] To best assist Ms [redacted] I contacted (UAC)While under no obligation to do so and solely as a good will gesture, UAC has agreed to issue Ms [redacted] a Satisfaction of Debt (SOD) which will relieve her of any further debt owed upon return of the vehicle, title and keys on or before December 21, This offer does not include a refund I have not been able to contact Ms [redacted] via phone; however I did send her an e-mail on December 17, with this informationI encourage Ms [redacted] to contact me at the number below if she should have any further questions or concerns Please contact me if I may be of further assistanceThank You Sincerely, Julie [redacted] Customer Relations Specialist [redacted] "

Response received via e-mail to Revdex.com:"RE: Mr [redacted] File No: [redacted] Thank you for forwarding the complaint from Mr [redacted] Mr [redacted] purchased hisvehicle on December 27, 2014, which included both a three day Satisfaction Guarantee and anmonth / 18,mile limited warranty, which covers major internal engine and internaltransmission components, as well as the drive trainThe vehicle passed all State requiredinspections, as well as having a clean and clear Experian Auto Check and a clean and clearNational Motor Vehicle Title Information System (NMVTIS) prior to its sale.I had an opportunity to speak directly with Mr [redacted] I emailed him all three of our clean andclear Auto ChecksIn addition, Mr [redacted] took his vehicle to a CarHop repair facility for adiagnosis, at no cost to him, and no structural damage was foundMr [redacted] even stated that heis not experiencing any mechanical issues.I encourage Mr [redacted] to contact me at the number below if he should have any furtherquestions or concerns.Please contact me if I may be of further assistanceThank You.Sincerely,Julie [redacted] Customer Relations Specialist###-###-####"

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Response received via e-mail to BBB: "RE: Ms. [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms. [redacted] . Although it is unfortunate when any of our customers has mechanical issues, unforeseen... problems do sometimes occur with used vehicles. Ms. [redacted] purchased her vehicle on January 8, 2015, which included both a three day Satisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive train. The vehicle passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale. I spoke with Ms. [redacted] on July 7, 2015 and fully explained the CarHop service approval process and the warranty coverage. I also explained that the repair that she paid for was not a covered repair under the limited warranty. However, while under no obligation to do so and simply as a good will gesture, CarHop was able to refund Ms. [redacted] a partial amount for the non-covered repair. Ms. [redacted] stated that she understood and that she was satisfied with this result. I encourage Ms. [redacted] to contact me at the number below if she should have any further questions or concerns. Please contact me if I may be of further assistance. Thank You. Sincerely, Julie [redacted] Customer Relations Specialist [redacted]

Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ Received business response via e-mail to Revdex.com: "RE: Mr [redacted] File No: [redacted] Thank you for forwarding the complaint from Mr [redacted] Although it is unfortunate when any of our customers has mechanical issues, unforeseen problems do sometimes occur with used vehiclesMr [redacted] and Ms [redacted] purchased their vehicle from CarHop on November 27, 2015, and Universal Acceptance Corporation (UAC) (CO) holds their contractThe purchase included both a seven day Satisfaction Guarantee and an month / 18,mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive trainThe vehicle passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale I have spoken with Mr [redacted] on several occasionsCarHop and UAC were able to resolve his complaint to his satisfactionI encourage Mr [redacted] to contact me at the number below if he should have any further questions or concerns Please contact me if I may be of further assistanceThank You Sincerely, Julie [redacted] Customer Relations Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/05) */ Mr [redacted] confirms that he has reached a satisfactory resolution with CarHop / UAC Revdex.com advised consumer that he can contact Revdex.com to have case re-opened if follis needed

[redacted] I Edina, MN 55439-0203 I ###-###-#### phonei ###-###-#### faxDecember 4, 2016 [redacted] ***Office of the Minnesota and North Dakota RevDex.com220 S. River Ridge CircleBurnsville, MN 55337VIA E-MAIL ONLY- - ***.***@thefirstbbb.orgRE: Mr. [redacted] File No: [redacted] Dear... Mr. ***:Thank you for forwarding the complaint from Mr. [redacted] . Although it is unfortunatewhen any of our customers has mechanical issues, unforeseen problems do sometimes occur withused vehicles. Mr. [redacted] purchased his vehicle from CarHop on September 3, 2016. Thepurchase included both a seven day Satisfaction Guarantee and an 18 month / 18,000 milelimited warranty, which covers major internal engine and internal transmission components, aswell as the drive train. The vehicle had a clean and clear Auto Check prior to its sale.On January 3, 2017, Bob the CarHop branch manager spoke with Mr. [redacted] . While under noobligation to do so, CarHop is willing to pay for diagnosis into the current vehicle issue. Oncewe have a diagnosis, CarHop will be able to determine how we can further assist Mr. [redacted] .I encourage Mr. [redacted] to contact me at the number below if he should have any furtherquestions or concerns. Mr. [redacted] may also contact Bob at ###-###-####.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted] Customer Relations Specialist###-###-####

Initial Business Response /* (1000, 9, 2015/11/23) */
Received business response via e-mail to Revdex.com:
"RE: Mr***
File No: ***
Thank you for forwarding the complaint from Mr***Although it is unfortunate
when any of our customers has mechanical issues, unforeseen
problems do sometimes occur with
used vehiclesMr*** and Ms*** purchased their vehicle from CarHop on
January 31, and Universal Acceptance Corporation (UAC) (MN) holds their contractThe
purchase included both a three day Satisfaction Guarantee and an month / 18,mile limited
warranty, which covers major internal engine and internal transmission components, as well as
the drive trainThe vehicle passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale
Mr*** did have a "We Owe" at the time of purchase for possible brake noiseMr***
informed me during our conversation on November 19, that he did not take the vehicle into
a repair facility, as instructed, within days after his purchase
To best assist Mr***, I consulted with UAC and while under no obligation to do so and
solely as a good will gesture, UAC has agreed to issue Mr*** a Satisfaction of Debt (SOD)
which will relieve him of any further debt owed upon return of the vehicle, title and keys
Unfortunately, CarHop and UAC are not able to refund Mr*** any moneyIt is important to
note that in September Mr*** has driven the vehicle 9,miles and there is value in
thatIf Mr*** would like to accept the SOD offer I encourage him to contact me at the
number below no later than December 4,
Please contact me if I may be of further assistanceThank You
Sincerely,
Julie ***
Customer Relations Specialist
***

I am rejecting this response because:
There is still over a thousand dollars of work to be done and the car is not worth what they want for it

Initial Business Response /* (1000, 10, 2015/08/06) */
Received business response via e-mail to Revdex.com:
"RE: Ms.***
File No: ***
Thank you for forwarding the complaint from Ms.***Although it is unfortunate when
any of our customers has mechanical issues, unforeseen
problems do sometimes occur with used
vehiclesMs*** and Mr*** *** purchased their vehicle on June 27, 2015, which
included both a three day Satisfaction Guarantee and an month / 18,mile limited
warranty, which covers major internal engine and internal transmission components, as well as
the drive trainThe vehicle passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale
Linda, the CarHop Branch Manager has left numerous voice messages for Ms***,
unfortunately she has not returned her callsCarHop is willing to pay for diagnosis into the
current vehicle issueOnce we have a diagnosis, CarHop will be able to determine how we can
further assist Ms***I encourage Ms*** to contact Linda at *** in order to
work together towards a reasonable and satisfactory resolution
Please contact me if I may be of further assistanceThank You
Sincerely,
Julie ***
Customer Relations Specialist
***
Initial Consumer Rebuttal /* (3000, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We took the car in on the 3rd July 2, @ 11:34am Linda stated if we kept the car they would fix everythingThe lie was that they had replaced the transmission when they didn't we can't get the car registered because it don't have a passed emissions which they said it did in their reply so now its just sitting not plated not being driven and the transmission is still not working correct when it rains the whole driver side is wetI have been trying to contact Linda for over days now, I don't get an answer from the car lot
Final Business Response /* (4000, 15, 2015/09/08) */
Received follresponse from CarHop, via e-mail to Revdex.com:
"RE: Ms.***
File No: ***
Thank you for forwarding the rebuttal complaint from Ms.***I spoke with Ms
*** in great detail on August 28, During that conversation CarHop offered Ms***
several options for a reasonable and fair resolutionMs*** stated that she had driven the vehicle to Indiana for a funeral and that she would return my call to let me know what she has
decidedI have left numerous voice messages on several numbers for Ms***Unfortunately
she has not returned my callsI encourage Ms*** to contact me at the number below in
order to resolve this issueThank you
Please contact me if I may be of further assistanceThank You
Sincerely,
Julie ***
Customer Relations Specialist
***

Received response via e-mail to Revdex.com:"RE: Ms*** ***.File No: ***Thank you for forwarding the complaint from Ms*** ***Although it is unfortunate when any of our customers has mechanical issues, unforeseen problems do sometimes occur with used vehiclesMs***
purchased her vehicle on October 16, 2015, which included both a seven day Satisfaction Guarantee and an month / 18,mile limited warranty, which covers major internal engine and internal transmission components, as well as the drive trainThe vehicle had a clean and clear Experian Auto Check prior to its sale.While under no obligation to do so, CarHop assisted Ms*** with a non-covered repairMs*** stated to me that she was satisfied with our help and planned on withdrawing her complaint with the Revdex.comI encourage Ms*** to contact me at the number below if she should have any further questions or concerns.Please contact me if I may be of further assistanceThank You.Sincerely,Julie ***Customer Relations Specialist***