CarHop Auto Sales & Finance

Initial Business Response /* (1000, 7, 2015/09/23) */
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 from CarHop on June 4, 2014 and Universal
Acceptance Corporation (UAC) (AR) holds his 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 had a clean and clear Experian Auto Check prior to its sale.
Since his purchase CarHop has honored its warranty, as well as CarHop has paid for a few
repairs that were not covered under the warranty as a good will gesture.
To best assist Mr. [redacted] I contacted UAC. On September 21, 2015 UAC agreed to issue Mr.
[redacted] a Satisfaction of Debt (SOD) which relieved him of any further debt owed in exchange
for returning the vehicle. Mr. [redacted] 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]"
Initial Consumer Rebuttal /* (2000, 9, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think they did the right thing by letting him out of his 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 vehicles. Ms. [redacted]...

purchased her vehicle from CarHop on 05/18/17, and UniversalAcceptance Corporation (UAC) (MN) holds her contract. The purchase included both a sevenday Satisfaction 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 spoke with Ms. [redacted] on several occasions and explained all the details of a voluntarysurrender. Ms. [redacted] voluntarily returned the vehicle and the keys to CarHop on or about08/18/17. She has been released from her contract.Our Branch manager had to call the local authorities to have Ms. [redacted] and her Motherphysically removed from the car lot due to their threatening and abusive language. (MaplewoodPolice Case # [redacted]) Ms. [redacted] has been relieved of the balance of the contract.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####

Left voicemail for Ms [redacted] to advise that Revdex.com will be closing complaint as having been resolved, and that she may contact Revdex.com to have case re-opened if issues remain to be addressed.

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 me.

Business response received via e-mail to Revdex.com: "RE: Ms. [redacted]File No: [redacted]Thank you for forwarding Ms. [redacted] rebuttal complaint. Ms. [redacted] purchased her vehicle on November 11, 2015 from CarHop and Universal Acceptance Corporation (UAC) (MN) holds her contract.To reiterate, 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.In a recorded call between Ms. [redacted] and UAC agent, Heather on November 20, 2015, Ms. [redacted] requested to set up Automatic Payment (AP) withdrawals by giving Heather her checking account and routing numbers for AP to start on December 3, 2015 and continuing each third day of every month. In addition, Ms. [redacted] paid her delinquent payment that day over the phone with Heather. Again, 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, 7, 2016/02/05) */
Received business response via e-mail from CarHop:
"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 12, 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 had a clean and clear Experian Auto Check prior to its sale.
At the time Mr. [redacted] purchased his vehicle he had a "We Owe" for a slow leak in a tire. He
had twenty days to take the vehicle into a CarHop approved repair facility. He called CarHop a
few times and was instructed what repair shop to take the vehicle to. It wasn't until January 14,
2016, and 6,263 miles later and clearly past the twenty days. Therefore the repairs were denied.
Under no obligation to do so and solely as a good will gesture, CarHop is willing to repair the
tire, replace the rack and pinion and have an alignment done all at no cost to Mr. [redacted]. I left Mr. [redacted] a voice message with this information. 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]"

Business response received via e-mail to Revdex.com: June 23, 2016   RE: Ms. [redacted] File No: [redacted] Thank you for forwarding the complaint from Ms. [redacted].  Ms. [redacted] purchased her vehicle on September 19, 2015 from CarHop 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 Experian Auto Check prior to its sale.To best assist Ms. [redacted], I consulted with UAC.  I spoke with Ms. [redacted] on several occasions. UAC was able to work out a reasonable resolution with Ms. [redacted]. Unfortunately, UAC could not lower her payments to her full satisfaction. 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###-###-####"

Initial Business Response /* (1000, 5, 2016/01/12) */
Received business response via e-mail to Revdex.com:
"VIA E-MAIL ONLY
RE: Mr. [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. Mr. [redacted] and [redacted] purchased their vehicle from CarHop on September 24,
2014, and Universal Acceptance Corporation (UAC) (CO) holds their 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 had a clean and clear Experian Auto Check prior to its sale.
The alternator and battery are not covered by the limited warranty, therefore the repair claim was
denied. To best assist Mr. [redacted], I contacted UAC. A manager with UAC, Ryan informed me
that UAC did a modification of his payments so that Mr. [redacted] could pay for the non-covered
repair. I encourage Mr. [redacted] to contact Ryan at [redacted] 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 /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as they covered the fuel pump repair when it failed. This is not "supposedly" covered under the limited warranty, however, it was covered.
Also, when we spoke to the UAC warranty department, they informed us that we no longer had any warranty at all as of December 31, 2015.
The payment modification, or Skip A Payment, is part of the benefits that we earned by making our payments on time, not part of anything that UAC did to help us in this situation. When we first called to ask about it, we were told that we did not qualify for the Skip A Payment at all. It wasn't until we spoke to Deann did we get any help at all
I do not feel that the company did anything at all to help us with this situation.

Initial Business Response /* (1000, 6, 2015/10/15) */
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] is the co-signer with Ms. [redacted] and they purchased the
vehicle on January 2, 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.
In February 2015 Mr. [redacted] reported a possible mechanical issue and he was advised to take
the vehicle to a CarHop approved repair facility. Unfortunately, CarHop never received any
diagnostic results, nor did Mr. [redacted] follow up with us until six months later in August 2015.
At that time CarHop received an estimate for general maintenance repairs, which are not covered
by the limited warranty. It is important to mention at that time Mr. [redacted] had driven the
vehicle 11,960 miles.
I have left several voice messages for Mr. [redacted] in order to work together towards a
reasonable and satisfactory resolution; unfortunately, Mr. [redacted] has not returned my calls. I encourage Mr. [redacted] to contact me at the number below.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
[redacted]

Initial Business Response /* (1000, 6, 2015/05/21) */
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 February 17, 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.
While under no obligation to do so and solely as a good will gesture, CarHop is willing to pay
for diagnosis into the current vehicle issue. Once we have a diagnosis, CarHop will be able to
determine how we can further assist Ms. [redacted]. On May 19, 2015, [redacted] from the Rochester
CarHop location spoke with Ms. [redacted] and informed her of this information. Ms. [redacted]
stated that she wasn't sure she trusted our approved repair facilities. [redacted] assured her that our approved repair facilities are ASC certified. We ask that Ms. [redacted] bring her vehicle into a CarHop approved repair for diagnosis before May 29, 2015 in order for CarHop to assist her. I encourage Ms. [redacted] to contact [redacted] at [redacted] 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]"
Initial Consumer Rebuttal /* (3000, 8, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a dealer I believe Carhop has an obligation to its consumers to provide vehicles in a minimum safe condition. I do not believe they did this in my case. when I purchased the vehicle, inspection of the outside and underside of the vehicle was difficult or impossible, because it was sub zero with snow on the ground.
I knew the drivers door hinge was bent and rusted and that a sensor light was on, but that was just a tiny part of the problems with this vehicle. The transmission problems began, I added fluid hoping that was the problem, but after two bottles of fluid and two bottles of trans medic, the problem grows worse, the rusted wipers and obvious body rust are minor, but still should be below the standard for a product to provide your customer, I will be paying over 10k for a car that will not pass a low level safety inspection. at present the exhuast system began to fall off the car, I took it to a repair shop and the individual there told me that only ohe of five brackets holding it still exhist, at one point it is tied on with a coat hanger, broken it two spots and a hole in the muffler. in addition, there is extensive body rust underneath, to include the floor pans and the framework of the vehicle. the gas tank is almost rusted through. the tires on the vehicle were very worn, and have less than minimum tread and show dry rot cracks on the sides. the windshield leaks water, and due to that the carpet is soaking wet inside and the interior floor pans, and seat brackets are extremely rusted. these people took unfair advantage of my situation and sold me a vehicle that is unsafe, and at payments of 344 a mo I cannot afford to repair, the estimate for the muffler alone is over 320 dollars to repair and I have only had this vehicle less than 4 months.

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 May 30, 2015 and UniversalAcceptance Corporation (UAC) (CA) holds her contract. The purchase included both a three 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 Auto Check prior to its sale.Since her purchase, CarHop has honored its warranty in repairs. Additionally, we have paid over$1,000 for repairs which are not covered under the limited warranty as a good faith effort toexceed Ms. [redacted]’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 needs. In addition, UAC has offered to assist Ms. [redacted] by offering to pay for a towand the diagnosis into her current mechanical issues. Ms. [redacted]’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 complaint. In 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. [redacted]; unfortunately she has not returned my calls.UAC is willing to work with Ms. [redacted] towards a satisfactory resolution. I 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 assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Response received via e-mail to Revdex.com, 4/15/16: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 on July 20, 2015, which included both a sevenday Satisfaction 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.Since her purchase, CarHop has honored its warranty in repairs. While under no obligation to doso CarHop is willing to assist Ms. [redacted] with the non-covered repair, I have left several voicemessages for Ms. [redacted], unfortunately she has not returned my calls as of the time of thisreply letter.I encourage Ms. [redacted] to contact me at the number below no later than April 25, 2016 to worktowards a reasonable and satisfactory resolution.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: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 the vehicle on...

March 7, 2016. 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. Thevehicle had a clean and clear Experian Auto Check prior to its sale.I had an opportunity to work directly with Ms. [redacted]. Under no obligation to do so CarHop paidfor the non-covered repairs at no cost to Ms. [redacted]. 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 assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####

Revdex.com NOTE: Received call from Mr [redacted] 7-13 to check on status of complaint, originally submitted on handwritten complaint form to Revdex.com of Western PA. Minnesota Revdex.com determined that complaint had not been forwarded to MN by PA Revdex.com -- possible e-mail did not reach us, etc. Contacted PA Revdex.com to have...

re-sent at that point -- scan of original handwritten form is attached.While had Mr [redacted] on phone, gleaned some additional details on complaint from customer. He says Nuts & Bolts (CarHop-approved repair facility) has been unable to resolve his vehicle issues to date, on approximately three attempts. Says the vehicle is still at Nuts & Bolts, and the last time he called there to get advice on 'next steps,' they told him he should be calling CarHop instead.

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 February 5, 2016 andUniversal Acceptance Corporation (UAC) (PA) 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. Thevehicle had a clean and clear Experian Auto Check prior to its sale.We take customer service very seriously. On that note, I appreciate the details Ms. [redacted] hasprovided regarding her experience where she felt she received service that was less thanprofessional from Jason the Branch Manager. I have forwarded Ms. [redacted]’s concerns to theDistrict Manager for follow up.I have been working closely with Ms. [redacted] for several weeks. Unfortunately, one of her repairswas not repaired correctly which resulted in Ms. [redacted] having to tow her vehicle back to therepair shop. The repairs took longer than average due to Ms. [redacted]’s vehicle being taken to aspecialist shop to be repaired and confirm that no further damage had incurred.The repair facility has informed me that they will, if not already done, provide Ms. [redacted] thereceipts for the repairs. In addition, CarHop has paid Ms. [redacted]’s next payment on her contractto UAC as she requested. I spoke with Ms. [redacted] on March 15, 2016 and she stated that she wassatisfied with this result at this time.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 assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Response received via e-mail to Revdex.com: "March 25, 2016VIA E-MAIL ONLYRE: 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] and Mr. [redacted] Jr. purchased their vehicle from CarHop onJune 26, 2015, and Universal Acceptance Corporation (UAC) (WI) holds their contract. 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 Experian Auto Check prior to its sale.On January 22, 2016 Ms. [redacted] contacted CarHop to report a possible transmission issue. Shewas informed to take her vehicle to a CarHop approved repair facility. Unfortunately, Ms.[redacted] did not do so. We did not hear from Ms. [redacted] until our office received her Revdex.comcomplaint letter on March 21, 2016.To best assist Ms. [redacted] I consulted with UAC. While it is unfortunate that nine months afterher purchase Ms. [redacted] is not satisfied with the price that she paid. UAC does clearly disclosethe price of our vehicles prior to sale in two separate locations. First, in the “Non-Binding Offerto Purchase,” which she and Mr. [redacted] signed. Second, UAC discloses the price in the retailpurchase agreement that she and Mr. [redacted] signed.While under no obligation to do so, and solely as a good will gesture, CarHop is willing to payfor diagnosis into the current vehicle issue at a CarHop approved repair facility. Once we have adiagnosis, CarHop will be able to determine how we can further assist Ms. [redacted]. I encourageMs. [redacted] to contact me at the number below no later than April 6, 2016 if she would like toaccept our offer for assistance.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 6, 2015/04/28) */
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 the vehicle on March 2, 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.
We take customer service very seriously. On that note, we would appreciate the details Ms.
[redacted] has regarding her experience where she felt she received service that was less than
professional. With this data, we can research the example to provide any training opportunities
where needed.
While under no obligation to do so and in an effort to exceed Ms. [redacted]'s expectations,
CarHop paid for the catalytic convertors and the upper intake plenum gasket to be replaced at no
cost to Ms. [redacted]. I spoke with Ms. [redacted] on April 27, 2015 and she stated 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,
[redacted]
Customer Relations Specialist
[redacted]"

Initial Business Response /* (1000, 11, 2015/11/02) */
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 September 12, 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.
Upon investigation we spoke with A-Plus Automotive on October 22, 2015 and they informed us that Mr. [redacted] failed to bring the vehicle to the shop in order for them to get the correct tire
size. CarHop is willing to supply two tires and have the tires mounted and balanced at no cost to
Mr. [redacted].
I have attempted to contact Mr. [redacted] on numerous occasions via his phone number that we
have on file, which is the same number that Mr. [redacted] put on his Revdex.com complaint letter,
unfortunately each time I call the recording says that this number is not accepting calls at this
time. In addition, I have emailed Mr. [redacted] and have not received a reply. We ask that Mr.
[redacted] take his vehicle to A-Plus no later than November 6, 2015 so that they may get the tire
size and order the two tires.
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] and Mr. [redacted]...

[redacted] purchased their vehicle from CarHopon August 6, 2014, and Universal Acceptance Corporation (UAC) (PA) held their contract. Thepurchase included both a three day Satisfaction Guarantee and an 18 month / 18,000 mile limitedwarranty, which covers major internal engine and internal transmission components, as well asthe 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. They informed me that in February 2015 Ms.[redacted] stopped making her payments on her contract to UAC. In July 2016 UAC charged offthe account and sold the account to AutoVest, LLC. I encourage Ms. [redacted] to contactAutoVest directly at ###-###-####Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####

Response received via e-mail from business: "October 18, 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 May 14, 2016 and UniversalAcceptance Corporation (UAC) (CA) 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.While it is unfortunate that five months after purchase Ms. [redacted] is not satisfied with the pricethat she paid, we do clearly disclose the price of our vehicles prior to sale in two separatelocations, in which Ms. [redacted] signed. During this seven day period after she bought the vehicle,Ms. [redacted] could have returned it with no questions asked if she was not satisfied with the price.While under no obligation to do so, solely as a good will gesture, CarHop is willing to pay fordiagnosis into the current vehicle issue. Once we have a diagnosis, CarHop will be able todetermine how we can further assist Ms. [redacted].I have left several voice messages for Ms. [redacted], unfortunately, she has not returned my calls. Iencourage Ms. [redacted] to contact me at the number below if she should have any further questionsor concerns.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"