CarHop Auto Sales & Finance

Initial Business Response /* (1000, 6, 2015/12/08) */
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 September 20, 2014, and
Universal Acceptance Corporation (UAC) (MO) 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 passed all State required inspections, as well as having a clean and clear Experian Auto
Check prior to its sale.
Since his purchase, CarHop has honored its warranty in repairs. Additionally, we have paid for repairs which are not covered under the warranty as a good faith effort to exceed his expectations and our obligations. Unfortunately, Mr. [redacted]'s warranty has expired due to being over the 18,000 mile limit.
To best assist Mr. [redacted] I consulted with the CarHop Branch manager, Torrie. Torrie and I
both spoke with Mr. [redacted] on several occasions. We explained to him that once he gets his
contract down to a certain balance he may go into CarHop and re-apply for another vehicle to see
if he would be approved or not. We also explained to him that we may not have the exact vehicle
that he is asking for. Mr. [redacted] stated that he will be doing so in January or February 2016. I
encourage Mr. [redacted] to contact me at the number below, or Torrie 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, 5, 2016/02/05) */
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] purchased his vehicle on November 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 passed all State required inspections, as well as having a clean and clear Experian Auto
Check prior to its sale.
The delay in Mr. [redacted]' retrieving his vehicle was the $75.00 deductable fee owed to the repair
shop. Mr. [redacted] stated that he was unaware of the fee. As a good will gesture, CarHop waived
the fee and Mr. [redacted] picked up his vehicle on or about January 29, 2016. 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]

I am rejecting this response because:When I spoke to car hop I was told this would not be a repo and would not go on my credit as that. I declined to sign paperwork because it did not state anything that we discussed. I called the police because Cheryl pushed me very hard and my significant other was a witness to that. I called my mother and she arrived. We did not threaten anyone. We said we have called the police and I will be getting a lawyer an that she had no right to physically assault customers. The car was in the shop for several weeks and I could not return the vehicle because of that. Car hop has told me several lies. I have been told one thing over the phone and when I get there the story was different every time. I did not voluntarily return the car because I did not agree to sign the paper work and my car keys were snatched from me. Saint Paul police were notified of all of this and charges are being pressed on Cheryl. This should not go as a repo and I should be free of my balance. The carfax may show as clean but there are things that have not been reported because the driver door is not original and the front end has pieces broken up under as well as the rear lights and bumper that also seem to have been replaced as thou it was into a crash. I do not at all agree.

September 14, 2017[redacted]Office of the Minnesota and North Dakota Revdex.com220 S. River Ridge CircleBurnsville, MN 55337VIA E-MAIL ONLY- - [redacted]@thefirstRevdex.com.orgRE: Mr. [redacted]File No: [redacted]Dear Mr. [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 from CarHop on 4/15/17, and UniversalAcceptance Corporation (UAC) (CA) holds his 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.Mr. [redacted]’s vehicle was diagnosed at a CarHop approved shop and no issues were found.Mr. [redacted] has been called and is aware that his vehicle has been ready for pick up at no costto him. I have left several voice messages for Mr. [redacted], unfortunately, I have not heard backfrom him.It appears that Mr. [redacted] has voluntarily surrendered his vehicle by abandoning the vehicle atthe repair facility. We have retrieved the vehicle and it is now located at CarHop in Hayward,CA. Mr. [redacted] will remain in collections until the balance of his contract is paid.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 assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####

Initial Business Response /* (1000, 7, 2015/07/09) */
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 1, 2014 and Universal Acceptance Corporation (UAC) (MN) 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 had a clean and clear Experian Auto Check prior to its sale.
Since her purchase, CarHop has honored its warranty in repairs. Additionally, we have paid for
repairs which are not covered under the limited warranty as a good faith effort. I spoke with Ms.
[redacted] and 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]. Unfortunately, she declined this offer.
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 informed me that Ms. Record-
White received a Satisfaction of Debt (SOD) on July 2, 2015, which relieved her of any further
debt owed in exchange for returning the vehicle. On July 6, I left Ms. [redacted] a voice
message to confirm that she is 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]
[redacted]

Response received via e-mail to Revdex.com: "July 22, 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 on June 1, 2015 from CarHop 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 checked with UAC and they were able to satisfy her complaint regarding the late fees. I spokewith Ms. [redacted] on several occasions regarding her mechanical issues. CarHop is willing to payfor diagnosis into the current vehicle issue. Once we have a diagnosis, CarHop will be able todetermine how we can further assist Ms. [redacted]. I will be in contact with Ms. [redacted] to verify thatshe is satisfied with the resultI encourage Ms. [redacted] to contact me at the number below.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 6, 2016/01/22) */
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 from CarHop on August 4, 2014, and Universal Acceptance...

Corporation (UAC) (IL)
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 had a clean and clear Experian
Auto Check prior to its sale.
To best assist Ms. [redacted] I consulted with UAC. UAC takes customer service very seriously. On
that note, I appreciated the details Ms. [redacted] provided to me on January 19, 2016 during our
phone conversation. With that data, UAC can research the example to provide any training
opportunities where needed. Ms. [redacted] stated that she appreciated my call and our conversation.
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]

[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- - [redacted].[redacted]@thefirstRevdex.com.orgRE: Mr. [redacted]File No: [redacted]Dear...

Mr. [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 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###-###-####

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 July 20, 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. The vehiclepassed the smog test on or about July 14, 2016, prior to Ms. [redacted] purchase.I spoke with Ms. [redacted] on several occasions. CarHop made a reasonable offer to Ms. [redacted].She stated that she would call me with her decision. I left Ms. [redacted] a voice message to callme with her decision; unfortunately, Ms. [redacted] has not returned my call at this time.I encourage Ms. [redacted] to contact me at the number below so we can resolve this matter.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 5, 2015/07/09) */
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 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]

Business response received via e-mail to Revdex.com, 5-6-16: "RE: Ms. [redacted]File No: [redacted]Thank you for forwarding the complaint from Ms. [redacted]. Our records indicate that we do nothave a customer by this name. Ms. [redacted] mentioned that the vehicle was in someone else’s name.Due to privacy laws and...

regulations we cannot disclose any information about another personaccount.I did leave the person mentioned several voice messages and I encourage them to call me directlyat the number below.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: 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 an18 month / 18,000 mile limited warranty, which...

covers major internal engine and internaltransmission components, as well as the drive train. The 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 Checks. In addition, Mr. [redacted] took his vehicle to a CarHop repair facility for adiagnosis, at no cost to him, and no structural damage was found. Mr. [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 assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 5, 2015/10/23) */
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 August 10, 2015 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 had a clean and clear Experian Auto Check prior to its sale.
At the time of her purchase CarHop issued a "We Owe" for the Motor Vehicle Inspection (MVI).
On or about August 19, 2015 CarHop paid for the MVI as well as a few non-covered repairs at
no cost to Ms. [redacted].
Ms. [redacted] took her vehicle to A plus Automotive in September 2015. A Plus reported that when
the vehicle arrived it was empty on brake fluid; in addition the fluid that was added prior was not
correct, damaging the braking system. Ms. [redacted] admitted to Ron, the CarHop Branch Manager
that she had a "backyard mechanic" repair her brakes. CarHop is unable to refund Ms. [redacted] any
monies or trade her into another vehicle. The vehicle was left at A Plus.
While under no obligation to do so and solely as a good will gesture, on September 30, 2015
UAC issued Ms. [redacted] a Satisfaction of Debt (SOD) which relieved her of any further debt owed.
Ms. [redacted] still has not signed the SOD document. We ask that Ms. [redacted] visits CarHop and signs
the SOD at her earliest convenience.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]

Response received via e-mail from CarHop: "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 19, 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.Since her purchase, CarHop has honored its warranty in repairs. Ms. [redacted]’s warranty repairs were completed and she retrieved her vehicle on or about April 20, 2016. CarHop is unable to refund Ms. [redacted] any money for the non-covered repairs that she paid for.Please contact me if I may be of further assistance. Thank You.Sincerely,Julie [redacted]Customer Relations Specialist###-###-####"

Initial Business Response /* (1000, 5, 2015/12/04) */
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 March 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 Mr. [redacted] purchased the vehicle he had a "We Owe" to check and advise on the
check engine light. Mr. [redacted] took his vehicle to AP Automotive within the twenty day time
frame and CarHop repaired the catalytic converter and 02 sensor at no cost to Mr. [redacted] as
written in the "We Owe".
We did not hear from Mr. [redacted] for nine months until November 2015. I spoke with Mr. [redacted]
and advised him that CarHop had already fixed the vehicle per the "We Owe" in March of 2015.
I spoke with Mr. [redacted] again on November 27, 2015 and while under no obligation to do so,
CarHop is willing to pay for diagnosis into the check engine light. Once we have a diagnosis,
CarHop will be able to determine how we can further assist Mr. [redacted].
I have left Mr. [redacted] a few voice messages asking when he is taking the vehicle to the repair
facility; unfortunately, he has not returned my messages. 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, 5, 2015/10/15) */
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 May 3, 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 had a clean and clear Experian Auto Check prior to its sale.
I spoke with Ms. [redacted] on October 15, 2015. 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]. Ms.
[redacted] stated that she will make an appointment with Everything Auto as soon as possible. I
assured Ms. [redacted] that I will follow up with her once we have the estimate for the repairs. In the
meantime, 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 /* (1000, 13, 2015/08/25) */
Business response received 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 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 /* (1000, 6, 2016/02/05) */
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 6, 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.
Ms. [redacted] and I briefly spoke on February 5, 2016. She was at work and asked that I call her
February 8, 2016. While under no obligation to do so and in an effort to exceed Ms. [redacted]'s
expectations, 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]. I look forward to speaking with Ms. [redacted] to work towards a reasonable and satisfactory outcome.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]"
Initial Consumer Rebuttal /* (2000, 8, 2016/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello
Reading the response from the Carhop representative that "We are not obligated" confirms I made a bad choice returning for a second vehicle, which each payment is made in a timely manner.
I am responding to my complaint towards car hop. I took it to one of their authorized mechanic's and the car needs additional repairs.
While car hop is taking responsibility for the repairs it is disturbing they are offering vehicles that are in need of this many repairs not even 6 months into my getting the car. They should be made to have their cars pre inspected and that information be shared with the consumer.
They sold me a bad vehicle and want me to be okay with them doing the repairs. They should have not given me a car needing this many repairs, but they are taking my payments every two weeks.
I am NOT COMPLETELY SATISFIED by selecting yes, this many repairs should not have been an option. Their practice of selling faulty vehicles needs to be investigated and consumers need to be made aware of this.
[redacted] L. [redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Received business response via e-mail to Revdex.com -- scan is attached; text of letter reads as follows:
"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 Mr. [redacted] purchased their vehicle from CarHop on
July 23, 2014 and Universal Acceptance Corporation (UAC) (MN) 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 passed all State required inspections, as well as having a clean and clear Experian Auto Check prior to its sale.
On or about October 8, 2015 CarHop honored its warranty by replacing the transmission. It is
important to mention that at that time the vehicle had been driven 16,288 miles. On October 22 Mrs. [redacted] reported a mechanical issue with the transmission and CarHop paid for the tow
cost and the diagnostic fee. It was determined that the vehicle needed an output speed sensor,
which is a non-covered repair and therefore the claim was denied. Again, it is important to
mention that since the transmission was replaced a few weeks prior, the vehicle was driven
another 1,130 miles.
UAC offered a payment modification to help Mr. [redacted] and Mr. and Mrs. [redacted] but they
refused to sign the form approving the modification because they felt the process took too long. UAC tried to work out a resolution with the customers after the vehicle was left abandoned at a shop. During this time the vehicle was still at the repair facility unrepaired. To save them from shop storage fees CarHop had the vehicle moved to the lot and again tried to work out a resolution.
On November 5, 2015 UAC sent a Notice of Sale letter to Mr. [redacted] and Mr. [redacted]. The
letter states that UAC has repossessed their vehicle and instructions on how to redeem the
vehicle by November 15, 2015. UAC did not receive a response from Mr. [redacted], or Mr. and
Mrs. [redacted]
When I spoke with Mrs. [redacted] on November 25, 2015, I advised her of her right to redeem the
vehicle by paying the entire balance. I also informed her that UAC would be willing to offer a
Satisfaction of Debt (SOD) which will relieve them of any further debt owed on the vehicle. I
encourage Mr. [redacted], Mr. or Mrs. [redacted] to contact me at the number below to finalize the
SOD offer.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]"
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
Received consumer response via e-mail to Revdex.com, 12-4-15:
"December 4, 2015
Attn: [redacted]@thefirst Revdex.com.org
Re: Case [redacted] Car Hop Auto Sales & UAC Finance
We ([redacted] & [redacted]) received the response from Julie [redacted] (UAC) from [redacted] (Revdex.com). Thank you so much for forwarding our complaint to her (Julie).
Our van went down the first time on September 30, 2015. We ([redacted]) would like to say again that on October 9, 2015 a used junkyard transmission was put in the 2002 Town & Country Chrysler van that was purchased July 23, 2015. The first repair for the used transmission was done at [redacted] at [redacted] on October 14, 2015. I ([redacted]) took the van back on the October 15th & 16th. On Sunday October 18, 2015 the van goes down again.
October 19, 2015 called UAC about the problem happening again along with the check engine light coming back on. In four days there was no way 1130 miles had been driven on the van especially when we were still in a rental car and had been in the rental since October 1, 2015. The van was towed again, this time it went to [redacted] at[redacted] where it set for about a week because of a censor unit and possibly electrical problems. Our understanding in speaking with Ed (ext [redacted]) that he was going to pay for the censor unit in the amount of $81.00 plus tax, have his mechanics do a diagnostic and check to make sure everything was working properly. When we saw the van again about a week later it had been towed to Car Hop at [redacted] which that dealership is now closed.
Our reason why the modification was never signed was because when we ([redacted] & [redacted]) went to sign it Natasha had us under the impression she had all necessary paper work but she (Natasha) called her supervisor Angela in Minnesota and she (Angela) told [redacted] to call her on UACs line at ext 1064. We got up and left the office after waiting for about 20 minutes. The modification was supposed to have been for October and November 2015 since we had been in a rental all of this time. Car Hop/UAC did tow the van twice to the shop they selected. It was never abandoned or repo because it was in there procession again as of October 19, 2015.
November 5, 2015 we ([redacted]) did receive the letter about the van going to the auction after November 15, 2015. I ([redacted]) did fax all information to the Revdex.com office. I spoke with [redacted] and at that time he informed me that he had a contact person to forward my information to for immediate attention.
November 11, 2015 received the call from Ed (ext [redacted]). He wanted $100 dollars GOOD FAITH payment towards the van. I ([redacted]) tried explaining to Ed that [redacted] wasn't going to sign the modification and pay $100 GOOD FAITH unless the van was up and running properly.

November 20, 2015 Julie phoned and spoke to [redacted] and everything was explained to her as to what was going on about the van. Julie was going to check and see where the van was because nobody knew where it was at this time. Around 210p.m. Julie calls [redacted] back and states she thought the van was auction off and Car Hop UAC had the title transfer out of [redacted] & [redacted]'s name and also she wasn't able to reach the necessary people she needed to speak with .
November 25, 2015 Julie called about 8:25a.m.informing [redacted] that the van was at the auction and if we ([redacted]) wonted it back the full payment of $738.00, plus repo fees, storage fees and have the van re title back into our names. Julie also asked [redacted] had the taxes been paid. The van had all taxes and license fees paid until 2016 (2 year plates). Julie never mention about the modification for the two months during the conversation.
We ([redacted] & [redacted]) fill that this entire incident with UAC/Car Hop was wrongfully done towards us as customers. There was never a problem with them receiving payments on time and we were always current until this happen. We are hoping that your company will be able to see that recovery of (1) $5783.21 all payments that was paid and on time be reimbursed, (2) $394.12 the deductable and convertor being put on van on October 13, 2015, (3) rental fees of $1437.03 and (4) the SOB along with a letter on UAC/Car Hop letter head stating that the 2002 Town & Country Chrysler van has been taking off our ([redacted])s credit report with no additional money due.
If you should need any additional or further information please call (314) [redacted]. Again, thank you for all of your help.
[redacted] & [redacted]"
Final Consumer Response /* (3000, 11, 2015/12/17) */
Received consumer response via e-mail to Revdex.com:
"[redacted] & [redacted]
St. Louis Mo 63133
(314)[redacted]
December 17, 2015
Attn: [redacted]@thefirst Revdex.com.org
Re: case [redacted] Car Hop Auto Sales & UAC Finance
We ([redacted] & [redacted]) received the response from Julie [redacted] UAC.
Again, a modification was offered at one time for the October & November payment on the 2002 Town and Country van because of the length of time it was taken to repair our van and also because of a rental we had to get due to the fact of the van being down & not running for almost three months.
A used junkyard transmission was put in the van on October 14, 2015 and exactly four days later the same problem(s) happen again not a week later. There was no way in four days 1130 miles was put on the van.
December 4, 2015 I ([redacted]) did speak with Julie and she only offered the SOD, and nothing more even after receiving our response dated December 4, 2015 that was emailed to her from [redacted] with the Revdex.com. We ([redacted] & [redacted]) called the DMV in Jefferson City on Monday December 7, 2015 at (573) 526 3669,and spoke to operator #85 (Jerri) which she informed us that the title was transferred over and processed on November 18, 2015. UAC told the DMV that the van was repossessed and abandon. This is not true the vehicle was never abandon or repo. UAC had it towed again to [redacted] & they (UAC) refused to pay $81.00 plus tax after Ed (ext [redacted]) said UAC would pay for, along with a diagnostic check to make sure everything was running and working properly.
We ([redacted] & [redacted]) fill that Julie needs to get the correct information and not assume anything that she's not aware of. We do understand Julie handles the process with situations like this, but this has been handling wrongfully and someone at UAC needs to handle this mistake because another customer somewhere down the line will experience this same situation and it will once again be over looked and UAC Car Hop will get away with it again. There was 13 or 14 payments made on this van on time and now it's as if our money has been thrown away. How can a title that we ([redacted] & [redacted]) still have be transferred back into UAC's name when we never sign it and the van was never repossessed, it was in the shop of UAC's choice. Now we're being informed that a decision for the SOD will only be extended until December 21, 2015 per Julie [redacted]. What happens to all monies that have been paid out and the offer we asked for?
If you should need any additional information please don't hesitate to call us. Again, thank you for your help.
[redacted] & [redacted]"
Final Business Response /* (4000, 13, 2015/12/22) */
Received follow-up response from CarHop via e-mail to Revdex.com:
"RE: Mr. [redacted]
File No: [redacted]
Thank you for forwarding the 3rd complaint from Mr. [redacted]. To reiterate on or about
October 8, 2015 CarHop honored its warranty by replacing the transmission. A few weeks later
on or about October 22, 2015, Mrs. [redacted] reported a mechanical issue with the transmission
and CarHop paid for the tow cost and the diagnostic fee as a good will gesture. It was determined that the vehicle needed an output speed sensor, which is a non-covered repair and therefore the claim was denied. It is important to mention that since the transmission was replaced a few weeks prior, the vehicle was driven another 1,130 miles.
Mrs. and Mr. [redacted] refused to neither pay for the non-covered repair nor remove their vehicle
from the repair facility, therefore, abandoning the vehicle at the repair facility.
UAC offered a payment modification to help Mr. [redacted] and Mr. and Mrs. [redacted] but they
refused to sign the form approving the modification because they felt the process took too long. Because they refused to sign the modification, it was never processed.
On November 5, 2015 UAC sent a Notice of Sale letter to Mr. [redacted] and Mr. [redacted]. The
letter states that UAC has repossessed their vehicle and instructions on how to redeem the
vehicle by November 15, 2015. UAC did not receive a response of any kind from Mr. [redacted],
or Mr. and Mrs. [redacted]. Therefore their vehicle was repossessed.
UAC is clearly exceeding their legal obligation by offering a Satisfaction of Debt, which again,
relieves them from any further debt owed on the vehicle. We will extend the SOD offer until
December 31, 2015.
Please contact me if I may be of further assistance. Thank You.
Sincerely,
Julie [redacted]
Customer Relations Specialist
[redacted]"

Initial Business Response /* (1000, 9, 2015/07/15) */
Thank you for forwarding the second 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 September 15,
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 and was valid until June
2015, as well as having a clean and clear Experian Auto Check prior to its sale.
I had spoken with Ms. [redacted] before we received her Revdex.com letter. She agreed to take her
vehicle to [redacted] Automotive on July 10, 2015. 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]. Unfortunately, Ms. [redacted] failed to take her vehicle to [redacted]. We
ask that Ms. [redacted] do so by July 17, 2015 so that we may continue to help her with a fair and
reasonable resolution. 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.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a family emergency and was unable to take my care in on the 10th. I left Julie a voicemail that [redacted] Automotive will not be able to get my car in before the 17th. They have no availability until the 23rd. If there is another location in the vicinity. I would be more than happy to take it there instead.
Final Business Response /* (4000, 13, 2015/07/23) */
Received follow-up response from business via e-mail to Revdex.com:
"RE: Ms. [redacted]
File No: [redacted]
Thank you for forwarding the additional response from Ms. [redacted].
I spoke with Ms. [redacted] on July 21, 2015. During this call Ms. [redacted] stated the reason she did not accept our first reply was that she thought she only had until July 17, 2015 to take her vehicle to the repair facility or CarHop would not help her. She had an unexpected emergency,
along with the repair shop being booked until July 23, 2015. I apologized for the
misunderstanding stating that CarHop is still willing to pay for diagnosis into the current vehicle issue. Once we have a diagnosis, CarHop will then be able to determine how we can further
assist Ms. [redacted].
Ms. [redacted] has an appointment at Meineke on July 23, 2015. I assured Ms. [redacted] that I will
continue to work with her towards a satisfactory resolution. 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]"