CarHop Auto Sales & Finance

Initial Business Response /* (1000, 5, 2015/11/27) */
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 vehicles. Ms. [redacted] purchased her vehicle from CarHop on April 3, 2015 and Universal
Acceptance Corporation (UAC) (CA) holds her contract. The purchase 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.
Since her purchase, CarHop has honored its warranty in repairs. However, to best assist Ms.
[redacted] I consulted with UAC. While under no obligation to do so and in an effort to exceed
Ms. [redacted]'s expectations, 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 and keys.
I spoke with Ms. [redacted] on November 23, 2015 to make this offer. Ms. [redacted] stated that she
will think about it and call me back. I have left her a few voice messages but I have not heard
back from Ms. [redacted]. I encourage Ms. [redacted] to contact me at the number below no later than
December 4, 2015 so that we may discuss the details.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]

Initial Business Response /* (1000, 10, 2015/08/06) */
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 vehicles. Mr. [redacted] purchased his vehicle on July 24, 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.
On July 28, 2015 Mr. [redacted] returned the vehicle to CarHop. On July 31, 2015, only three days
later Mr. [redacted] received his refund check. 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,
Julie [redacted]
Customer Relations Specialist
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/08/06) */
Received e-mail from [redacted] e-mail address:
"Carhop returned the money for the car. thank you for your help."

Response received via e-mail to Revdex.com:RE: Mr. [redacted] D. [redacted]File No: [redacted]Thank you for forwarding the complaint from Mr. [redacted]. Mr. [redacted] purchased thevehicle from CarHop on 02/23/18, and Universal Acceptance Corporation (UAC) (PA) held thecontract. 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 transmissioncomponents, as well as the drive train. The vehicle had a clean and clear Experian Auto Checkprior to its sale.At CarHop we take vehicle quality and customer service very seriously and are concerned thatyou were less than satisfied with your CarHop experience. Our District Manager, Tammy had anopportunity to speak with [redacted] yesterday and he has received his refund check.Please contact me if I may be of further assistance. Thank You.Sincerely,Kate [redacted]Compliance ManagerPhone ###-###-####Fax ###-###-####

Initial Business Response /* (1000, 8, 2016/01/14) */
Received 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 vehicles. Mr. [redacted] purchased his vehicle on November 23, 2015,
which 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 passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale.
Mr. [redacted] returned the vehicle to CarHop on December 21, 2015 and was released from his
contract. I left Mr. [redacted] a voice message to confirm that he is satisfied with this outcome. 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,
Julie [redacted]
Customer Relations Specialist
[redacted]

Revdex.com spoke by phone with Mr [redacted], who confirms receipt of his check.

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.

Initial Business Response /* (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 vehicles. Mr. [redacted] and Ms. [redacted] purchased
their vehicle from CarHop on November 27, 2015, and Universal Acceptance Corporation
(UAC) (CO) holds their 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 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 occasions. CarHop and UAC were able
to resolve his complaint to his satisfaction. 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,
Julie [redacted]
Customer Relations Specialist
[redacted]
Initial Consumer Rebuttal /* (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 follow-up is needed.

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 unfortunate when any customer has mechanical issues, unforeseen problems do sometimes occur with used vehicles. Ms. [redacted] purchased...

her vehicle on November 11, 2015 from CarHop and Universal Acceptance Corporation (UAC) (MN) 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 Experian Auto Check prior to its sale.While under no obligation to do so and solely as a good will gesture, CarHop paid to have the vehicle towed to CarHop and Ms. [redacted] was issued a Satisfaction of Debt (SOD) from UAC on February 16, 2016. The SOD relieved Ms. [redacted] from any further debt. Neither CarHop nor UAC is able to refund Ms. [redacted] any monies paid.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 10, 2015/07/22) */
Business response received via e-mail to Revdex.com:
"RE: Ms. [redacted]
File No: [redacted]
Thank you for forwarding the complaint from Ms. [redacted]. Ms. [redacted] purchased her
vehicle on June 13, 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 had a clean and clear Experian
Auto Check prior to its sale.
At the time Ms. [redacted] purchased the vehicle, Linda, the CarHop Branch manager advised her
that the Motor Vehicle Inspection (MVI) was expired and specifically requested that Ms. [redacted]
take the vehicle to an approved CarHop repair facility as soon as possible and CarHop would pay
for the MVI cost. For unknown reasons, Ms. [redacted] did not do so. On July 13, 2015 Ms. [redacted]
again contacted CarHop about her MVI. Teresa, a CarHop sales person again advised Ms. [redacted]
to take the vehicle to All Trans Auto and CarHop will pay for the inspection and insure that the
vehicle passes at no cost to Ms. [redacted].
On July 16, 2015, from the call recording when Ms. [redacted] stated to Linda that she wanted to do it
all at one time and would wait to take the vehicle in for an inspection until July 20, 2015 that way she would have the money needed to register the vehicle as well. Due to unforeseen
circumstances Ms. [redacted] missed her appointment on July 20, 2015. Ms. [redacted] stated that she has
an appointment on July 22, 2015, and CarHop is still willing to pay for the cost of the MVI.
I encourage Ms. [redacted] to contact Linda or Teresa at [redacted] 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 /* (1000, 6, 2015/08/26) */
Response received via e-mail to Revdex.com:
"RE: Ms. [redacted]
File No: [redacted]
Thank you for forwarding the complaint from [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 June 30, 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.
We are willing to work with Ms. [redacted] towards a reasonable and satisfactory resolution;
however, she has not yet returned my numerous phone voice messages. I encourage Ms.
[redacted] to contact me at the number below at her earliest convenience.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]

Initial Business Response /* (1000, 5, 2015/04/30) */
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 vehicles. Ms. [redacted] purchased her vehicle on October 16, 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.
Since her purchase, CarHop has honored its warranty in repairs. As a good will gesture CarHop
is currently fixing Ms. [redacted]' vehicle at no cost to her. I have spoken with Ms. [redacted]' on
several occasions and she stated that she is satisfied with this result. I encourage Mr. [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,
[redacted]
Customer Relations Specialist
[redacted]

[redacted] I Edina, MN 55439-0203 I ###-###-#### phonei ###-###-#### faxDecember 30, 2016[redacted]Office of the Minnesota and North Dakota Revdex.com220 S. River Ridge CircleBurnsville, MN 55337VIA E-MAIL ONLY- - [redacted].[redacted]@thefirstRevdex.com.orgRE: Mrs. [redacted] M. [redacted]File No: [redacted]Dear...

Mr. [redacted]:Thank you for forwarding the complaint from Mrs. [redacted]. Although it is unfortunate when any ofour customers has mechanical issues, unforeseen problems do sometimes occur with usedvehicles. Mrs. [redacted] purchased her vehicle from Carhop on July 15, 2015 and UniversalAcceptance Corporation (UAC) (CO) holds her contract. The purchase included both a seven daySatisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which covers majorinternal engine and internal transmission components, as well as the drive train. The vehicle hada clean and clear Experian Auto Check prior to its sale.I had an opportunity to speak with Mrs. [redacted] several times and work directly towards a solution.Mrs. [redacted] stated that she is satisfied with the fact that we will determine a reasonable resolution.I encourage Mrs. [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 assistance. Thank You.Sincerely,Kate [redacted]Compliance Manager###-###-####[redacted]

Complaint received via e-mail to Revdex.com:"March 25, 2016VIA E-MAIL ONLYRE: Mr. [redacted]File No: [redacted]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 on June 16, 2015, which included both aseven day Satisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which coversmajor internal engine and internal transmission components, as well as the drive train. Thevehicle had a clean and clear Experian Auto Check prior to its sale.Since his purchase, CarHop has honored its warranty in repairs. I have had several phoneconversations with Mr. [redacted]’s wife, [redacted], per his request. As a good willgesture, CarHop paid to have the vehicle towed to [redacted] Automotive on March 25, 2016 for adiagnosis into the current mechanical issues. Once we have a diagnosis, CarHop will be able todetermine how we can further assist Mr. and Mrs. [redacted].I assured Mrs. [redacted] that I would follow up with her as soon as I received the diagnosis thebeginning of next week. In the meantime I encourage Mr. and Mrs. [redacted] to contact me atthe number below if they 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 /* (1000, 5, 2015/07/10) */
Received business response via e-mail to Revdex.com, 7-10-15:
"RE: Ms. [redacted]
File No: [redacted]
Thank you for forwarding Ms. [redacted]'s second Revdex.com complaint. Mr. [redacted] and Ms. [redacted] purchased their vehicle from CarHop on August...

23, 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.
While under no obligation to do so and in an effort to exceed Ms. [redacted]'s expectations, CarHop
issued Ms. and Mr. [redacted] a Satisfaction of Debt (SOD) which relieved them of any further debt
owed in exchange for returning the vehicle. This transaction was completed on July 9, 2015. I
spoke with Ms. [redacted] and she stated that they were satisfied with this result. I encourage Ms. and
Mr. [redacted] to contact me at the number below if they 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 /* (1000, 6, 2015/12/04) */
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 vehicles. Ms. [redacted] purchased her vehicle from CarHop on December 17, 2014 and
Universal Acceptance Corporation (UAC) (MO) holds her contract. The purchase 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 have left Ms. [redacted] several voice messages; unfortunately she has not returned my messages.
To best assist Ms. [redacted] I consulted with UAC manager, Ed. He spoke with Ms. [redacted] on
December 1, 2015 and did a modification for Ms. [redacted]. I encourage Mr. [redacted] to contact Ed
at [redacted] extension # [redacted] 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]

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 vehicles. Ms. [redacted] purchased her...

vehicle from CarHop on 06/27/16 and UniversalAcceptance Corporation (UAC (PA) holds her contract. The purchase included both a seven daySatisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which covers majorinternal engine and internal transmission components, as well as the drive train. The vehicle hada clean and clear Experian Auto Check prior to its sale.I have left Ms. [redacted] several voice messages in an attempt to assist her. Unfortunately, I havenot received a return message. I encourage Ms. [redacted] to contact me at the number below nolater than 10/27/17 to resolve this manner.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####

Response received via e-mail to Revdex.com:"October 5, 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 vehicles. Ms....

[redacted] purchased her vehicle from CarHop on July 1, 2016, andUniversal Acceptance Corporation (UAC) (CA) holds her contract. The purchase included both aseven day Satisfaction Guarantee and an 18 month / 18,000 mile limited warranty, which coversmajor internal engine and internal transmission components, as well as the drive train.Our Compliance Manager, Kate [redacted] spoke with Ms. [redacted]. CarHop has arranged to getthe vehicle to a repair facility and pay for the diagnosis into the current vehicle issue. Once wehave a diagnosis, CarHop will be able to determine how we can further assist.I encourage Ms. [redacted] to contact Kate or myself at the number she has on file if she shouldhave any further questions or concerns.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 7, 2015/10/18) */
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 vehicles. Mr. [redacted] purchased his vehicle on December 28, 2012, 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.
I have spoken with Mr. [redacted] a few times. He has an appointment on October 14, 2015 to take
his vehicle to A Plus Automotive for the transmission to be replaced at no cost to him. Mr. [redacted] stated that he was pleased with this outcome. 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,
Julie [redacted]
Customer Relations Specialist
[redacted]

Initial Business Response /* (1000, 6, 2015/09/30) */
Business 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 unfortunate
when any of our customers has mechanical issues,...

unforeseen problems do sometimes occur with
used vehicles. Ms. [redacted] purchased her vehicle on July 20, 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 had a clean and clear Experian Auto Check prior to its sale.
I have left Ms. [redacted] numerous voice mails in an attempt to work with Ms. [redacted] towards a
satisfactory resolution. Unfortunately Ms. [redacted] has not returned any of my calls. I encourage
Ms. [redacted] to contact me directly so that we may resolve her situation.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]

Response received via e-mail to Revdex.com -- text reads as follows: RE: Ms. [redacted]File No: [redacted]Dear Mr. [redacted]: 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...

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 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 staff. Mr. [redacted] was in an accident with no insurance shortly after purchasing the vehicle. Due 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 assistance. Thank You.  Sincerely,Kate [redacted]Compliance ManagerPhone ###-###-####Fax ###-###-####