ComplaintsforCarHop Auto Sales & Finance

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with carhop finance. I do not have a contract with the collection agency for carhop finance they did not provide me with the original contract as requested.

  Business response

  07/11/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the 2010 **** Fusion you purchased at CarHop on 04/27/23 and the Retail Installment Sales Contract assigned to ******************************** (MO) d.b.a. CarHop Finance.  The purchase included both a seven-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  At the time of sale, you signed the Retail Installment Sales Contract as part of your vehicle purchase (account #******* and a copy of your signed contract was provided to you that same day.  If you would like a copy of your contract or payment history, please contact CarHop Finance at ************.
  
  To best assist you, I coordinated with CarHop Finance to research your complaint.  We have done a thorough investigation and determined that the credit information on your account was furnished accurately to the three (3) main Credit Reporting Agencies.  Our records indicate the following:
  
  Your first scheduled car payment was made on time and in full.  Over the majority of the next six months, your account was repeated past due.  CarHop Finance had numerous conversations with you regarding payments.
  
  On 12/01/23, we were informed that the person with whom you bought the vehicle filed Chapter 7 bankruptcy.  The last payment was received weeks later on 12/29/23, leaving a remaining balance due.  As you are also a buyer on the contract, you are responsible for the remaining balance.  CarHop Finance made numerous attempts to contact you.  The vehicle was not returned to us and we received no further contact or payments from you.  The account was charged off on 03/14/24 with a remaining balance.
  
  After furnishing to ************************** we do not control how they reflect the furnishing to your credit report.  Therefore, if you have further questions, we encourage that you contact Experian, TransUnion and/or Equifax directly.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a payment with checking account due to ******************** known to repo and because at the time I couldnt find my credit card. I found credit card and called in to change the due date. I was told make a payment for 70 more dollars and they would set the due dates for every two weeks. I tried to cancel the payment that I made with checking account and couldnt. I call carhop up and explained how and way that extra payment was made. I was told that the payment would return the next day. When payment didnt hit banking account I contacted ********************** back and was told I was two or three payments behind. I was lied to about manager calling me back. I dont know if payments were stolen due to the shady acts that I seen with my own eyes. I had to pay 70 dollars to someone over at Midas who knows the guy who sold us the car. We have been waiting for this same guy to contact us about the crack in the windshield.

  Business response

  07/09/2024

  Dear *******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 02/22/24, the purchase included both a seven-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how your payment schedule worked and you signed that page of the Retail Installment Contract with your approval (account *******.  A copy of your signed contract was provided to you that same day.  If you would like a copy of your contract or payment history, please contact CarHop Finance at ************.
  
  Our records indicate your account fell past due beginning on 03/21/24 and remained past due until 07/01/24.  While you were making payments during that time, your account remained 20+ days past due for most of that time period.  Thank you for working together with CarHop Finance to bring your account current.
  
  On 07/08/24, you spoke with ***************, CarHop Finance Manger.  *** agreed to provide you a refund of $252.20 and took steps to confirm that your car payment schedule aligns with the dates you get paid.  You informed *** you were pleased with this outcome.
  
  If you have questions about your windshield and/or the limited warranty, please feel free to contact your local CarHop location, review the contract provided to you on the day you purchased the vehicle or review the warranty information on www.carhop.com.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for the debt with UNIVERSAL ACCEPTANCE/CAR. I do not have a contract with UNIVERSAL ACCEPTANCE/CAR, they did not provide me with original copy as I requested.

  Business response

  07/11/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the 2009 ******* you purchased at CarHop on 03/15/21, the purchase included both a seven-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, you signed a Retail Installment Sales Contract as part of your vehicle purchase (account #******* and a copy of your signed contract was provided to you that same day.  If you would like a copy of your contract or payment history, please contact CarHop Finance at ************.
  
  To best assist you, I coordinated with ******************************** d/b/a CarHop Finance to research your complaint.  We have done a thorough investigation and determined that the credit information on your account was furnished accurately to the three (3) main Credit Reporting Agencies.  Our records indicate the following:
  
  Your first scheduled car payment was received by CarHop Finance on 03/26/21.  The last payment we received was on 12/21/21 leaving a remaining balance due.  During those nine months, CarHop Finance had numerous conversations with you regarding payments.
  
  The vehicle was not returned to CarHop or CarHop Finance and we received no further payments from you.  The account was charged off on 03/31/22 with a remaining balance.  On 08/07/23, CarHop Finance offered you a settlement option and you stated we would begin to receive payments to fulfill the settlement.  No payments were received.
  
  After furnishing to ************************** we do not control how they reflect the furnishing to your credit report.  Therefore, if you have further questions, we encourage that you contact Experian, TransUnion and/or Equifax directly.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2008 **** Explorer with 150k miles for $12k. It was my first car loan. Originally, the day I had called Carhop in April, I was inquiring about a ***** Civic. I ended up signing for the ***** civic, asked if the vehicle had been inspected and they said yes, that is has been inspected and running fine. Either its transmission or motor blew in 20 miles. ****** their 7 day policy, they traded my vehicle in for a 2008 **** Explorer. A day before the end of the policy, I find that a hole was patched with duct tape in my radiator and find I was leaking gas. I call them, and they say this is my second trade in therefore I keep this car or terminate the deal and they cant help me but I needed the car, and the radiator was outside of the warranty. So I figure, Ill get a new radiator. I noticed that the brakes were squishy and I asked them if that vehicle had been inspected, they said yes and they even said it had an oil change. Anyways, now outside of my warranty, I find my rotors are seized causing my brakes to fail, my brake pads are basically rust dust, and I desperately needed new calipers. So I fixed it. Now my car wont start, and right before the *** system is flashing and the car is shaking and vibrating. I got my oil change after my first 5000 miles and am told that my oil is black with particles in it, indicating I havent had an oil change in over 10k miles. I only put 6k total miles on it. Carhop wouldnt do anything to help me unless the car was deemed unsafe structurally due to damage. At this point, almost every customer going to ******************** has been given a dangerous car that has damages and has left them stranded. They lied to me before I signed my papers, and they lied to others too. They are unwilling to help, and its such shady and rude business behavior to leave people hanging like that. I only signed because I was guaranteed a reliable, safe vehicle. I even talked to them an hour about my situation. They lied through their teeth.

  Business response

  07/12/2024

  Dear ****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 04/04/24, the purchase included both a seven-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval. While it is unfortunate when any customer has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored its limited warranty.
  
  On 07/01/24, you spoke with *************************** at CarHop.  You informed **** that you had recently sold the vehicle to Billion Auto in ***********, **, and that a payoff check was in progress for the remaining balance due on your CarHop contract.
  
  **** followed up with you on 07/09/24 and 07/11/24 to check in with you.  As of this letter, the payoff check has not been received.  Please continue to work with **** regarding this topic.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my jeep stolen from my apartment with my dads ashes in it. Im a single parent tryna to make a living. Didnt have enough for insurance since you guys have trackers in it. They said they couldnt turn my tracker back on because I was under 3k in payments. How is that fair to the customer when you guys turn the tracker off before its even paid off? I want it turned on to find my vehicle.

  Business response

  06/27/2024

  Dear ***,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 04/26/22, the purchase included a seven-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  At the time of sale, CarHop advises each customer to continue to maintain auto insurance which fulfills Washington State guidelines.  Outside of that guidance, ongoing auto insurance decisions are at each customer's sole discretion and responsibility post-sale.
  
  The *** tracker on your vehicle was installed prior to your purchase date of 04/26/22.  It's very unfortunate that your vehicle recently was stolen.  While under no obligation to do so and solely as a courtesy, CarHop attempted to turn on the *** device for you, though it was non-responsive and provided no signal.
  
  The *** device was installed over two (2) years ago.  There are a variety of reasons, which are out of CarHop's control, that *** cause the *** to be non-responsive (e.g. dead battery, removed or damaged post-sale, etc.).  Unfortunately, CarHop is unable to remotely repair a non-responsive *** device in a stolen vehicle.
  
  If you haven't already submitted a police report on your stolen vehicle, we would encourage you to do consider doing so.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/2019 I entered into a loan agreement with Carhop Financial. I purchased a 2010 Dodge Journey SXT, Grey. I was never late on a payment. I was always on time. (even tho the car was not reliable), I still made the monthly payments on time. I set up auto pay so the payments would always be on time. I paid the loan off the same year (2019) I paid the car loan off in full December of 2019. Jan of 2020, I received a thank you letter from Carhop. They also asked me if I would like to purchase another car through their finance department, and that they would have no problem financing me again because of my on time payment history, I recently as of may 5th 2024 reached out to carhop and informed them that I was in the market to purchase a another car from them. I sent everything that I needed to get the process started, my proof of residency, my award letter from Social Security. They treated me like garbage. They would ignore my phone calls. They would not return any of my phone calls. And they never replied to any of my emails. I even left a couple of reviews and they did nit even reach out to me regarding my review. They made me fill out three different applications, instead of updating my file that they have in their system. They ignored the fact that I paid a crappy car off that would not pass smog in 7 months. I have been bullied and treated less then human. I lost my family, my good job that I just purchased from my boss, a year prior. ***** took everything from me, EVERYTHING! So as soon as my disability was approved. I called carhop and applied online because I really need a car. Is this how loyal customers get rewarded. I am a human being, I suffer from PTSD and panic attacks daily. This is slander and discrimination. And breach of contract. I want this fixed .

  Business response

  05/31/2024

  Dear *****,
  
  Per your BBB complaint #******** regarding your interest in purchasing a vehicle from CarHop, it's unfortunate that you are not satisfied with your CarHop experience.  Thanks for letting us know.  To best assist you, I have researched your complaint and solution steps are below.
  
  Our records show that you paid off a vehicle with CarHop on 12/31/19.  Thank you for your past business.
  
  Our records also show that you began an online application at www.carhop.com at least two separate times in the past two months.  CarHop regularly followed up with you and responded to your questions via text message, email or phone during that period.  CarHop invited you to visit our ********** location.  You replied that you want to be pre-approved online before you visit the store.  To best assist you, our staff informed you that while you began the online application, you did not yet complete the portion of the application which provides your online consent for CarHop to proceed.  Please understand that we cannot review your online application until you fully complete the online application, including providing your online consent, which is a final step in the online application process.
  
  If you still want to be pre-approved online, please follow these 4 steps:  1) Visit www.carhop.com  2) Click the 'Start Your Approval' button  3) Complete the full online application including clicking the 'I consent' button at the end of the application.  4) Be prepared to provide and/or answer questions about proof of residence and income. If you have questions, please contact CarHop of Sacramento at ************.
  
  Thank you for your continued interest in CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a 2016 ***** Impala LT for ******. From Car Hop 3 hrs after leaving the lot check engine light came on. I notified car hop the next day to get the problem fixed which I had checked.It was the catalytic converter failing. I informed a mgr at car hop by the name of ***********,and was told they would take care of it. 3 weeks went by no response.I tried calling no response 4th week got in touch with the company only to be told my warranty was up and I had went over my milage. 4 weeks I waited for a response on when to get my car fixed. I feel very insulted by this matter this is my 3rd car with car hop. I would like my car fixed and my warranty honored. Please help me because I don't have 1500 for a new catalytic converter when I was within my warranty and rights to get my car repaired. Appreciate the Help.

  Business response

  05/31/2024

  Dear ********,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 10/18/23 and the Retail Installment Contract assigned to ******************************** (CA) d.b.a. CarHop Finance.  The purchase included both a seven-day money back guarantee and an 18 month / 18,000-mile limited Warranty. CarHop also honors California's 30-day implied warranty.
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval. While it is unfortunate when any customer has mechanical issues, unforeseen issues can occur with a used vehicle.
  
  On 11/20/23, we received a repair estimate showing the vehicle had been driven ***** miles since purchase.  Our records do not show any post-sale phone calls from you prior to that date.  The suggested repairs in the estimate were not covered by CarHop's limited warranty and the mileage driven surpasses the 30-day warranty's ***** mile requirement.  On 11/22/23 and 11/27/23, our records show that ***********************, Carhop Manager, called you and left voice mail messages attempting to discuss options to help.  Our records show no returned call or contact from you at that time.  
  
  On 12/23/23, you visited CarHop stating that you had transmission concerns.  ***** advised you to take the vehicle to a CarHop-approved service shop and, while under no obligation to do so, she offered to cover the cost of the diagnosis.  We received no repair estimate.  Therefore, if you took the vehicle to a repair shop in that time frame, you did not inform CarHop.
  
  On 05/30/24, you spoke with ***********************, CarHop District Manager.  In that discussion, you agreed to take the vehicle to a CarHop-approved service shop and **** has agreed to personally work with you on a mutually agreeable resolution.  Please continue to work directly with **** to finalize the resolution.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

  Customer response

  06/03/2024

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

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This auto sale company is nothing more but a scamming lemon selling business. I bought a truck for my husband because he didnt have credit. They would only allow me to buy a dodge Dakota, and when we drove it off the lot it veered to the left, the engine was knocking and many other issues. When we brought it up they told us they had fixed everything and there was nothing wrong with the vehicle. They charge over $400 every 2 weeks for this lemon of a vehicle, and when we got in a wreck the front axle snapped. Tell me that this truck wasnt a lemon. If a vehicles front axle snaps in half after a minor collision its not safe or reliable to sell. This company now has the remaining amount of the loan on my credit because we refused to pay for a POs truck that isnt reliable. But unfortunately the company wouldnt take the truck back either the first time we complained about it. They rob your pockets. The truck ended up being totaled after the accident because it was obviously taped together before they sold it.

  Business response

  05/29/2024

  Dear *****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 12/22/21, the purchase included both a seven-day money back guarantee and an 18 month / 18,000-mile limited warranty.
  
  To best assist you, I coordinated with CarHop Finance to research your complaint.  We have done a thorough investigation and determined that the credit information on your account was furnished accurately to the three (3) main Credit Reporting Agencies.  Our records indicate the following:
  
  At the time of sale, CarHop shared with you how the limited warranty works and you initialed the limited warranty page of the contract with your approval.  This section clearly states your obligations regarding vehicle concerns including alerting CarHop of any vehicle concerns and taking the vehicle to a service shop for diagnosis.
  
  On 08/01/24, we received an email from you stating that the vehicle was in an accident and was deemed a total loss.  Prior to that, between the date of sale and the date of the accident, CarHop received no notice from you regarding driveablilty concerns and no written diagnosis of any needed repairs.  Therefore, if you had driveability concerns or if you took the vehicle to a service shop for driveability diagnosis prior to the accident, you did not inform CarHop.
  
  The last successful car payment CarHop received on your account was on 07/15/22.  CarHop received no insurance payout from you because you informed us you only had liability insurance.  While under no obligation to do so, CarHop contacted you numerous times offering ways to make the remaining payments more affordable for you.  The vehicle was charged off by CarHop on 09/02/22 due to lack of payment.
  
  After furnishing to ************************** we do not control how they reflect the furnishing to your credit report.  Therefore, if you have further questions, we encourage that you contact Experian, TransUnion and/or Equifax directly.
  
  Sincerely,
  
  *******************
  ***************************************

  Customer response

  05/29/2024

   I am rejecting this response because: there was never a warranty or we would have had it fixed instead of driving an unreliable lemon. There was absolutely no money back guarantee brought up or signed. Not once did you offer to make payments easier for me you called harassing me right after I had enough respect to reach out letting u know about the truck accident. If I reached out about the truck accident I would have reached out about the warranty that was never spoke about, had I known you guys had one. Or is that a lie like most things u say. The reviews cant all align together and the buyers be wrong. This company ***** and u guys sell s*** cars and **** peoples money
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26,2024. Approx. 5:40 p.m. I arrived at the carhop in ****** i was told prior that I could get a car to drive home that day by the manager ************ did not leave with a car he denied ever saying it, I am not a liar I would not have driven that far had he not said due to the fact I paid off a car prior with carhop they have ***** of priority options i get there i got told he did not say no such thing i assure you he did ***** the manager at carhop of auburn i drove a very long way sir or ma am if he didnt say that i would not have driven that far i assure you. I felt judged 100 and very uncomfortable and was then told i had to have 950 dollars to get a car so i said okay. Mind you was told prior that because I paid car off prior that I was a priority customer and that he would get me on the road they had 0 down options like I said i drove along ways to be turned away and called a liar. With that said I went back home and got the 950 together it was a trying day for me I looked a little tired when I got there the next day ***** had a employee that was trying to help me tell me to quote unquote ****Go home and get some sleep come back tomorrow**** exact words it was in front of my landlord that he said this she was going to cosign for me and everything sir or ma'am i promise you that was the most humiliating moment of my life. I couldn't stop crying was so embarrassed not to mention humiliated I called carhop of tacoma spoke to **** she was nicer to me than he was I was at a loss for words. I can't even explain how I felt. Keep in mind I have paid a car off already was told 0 down options would get me on the road get there get told 950 come back the next day told to go home get some sleep come back tomorrow exact words. Couldn't believe it I did look tired but i was very respectful anyways and gave them what they wanted paperwork wise. Not trying to get anything for free just trying to get a good running car so i can do door dash again. Please help .

  Business response

  05/29/2024

  Dear *****,
  
  Per your BBB complaint #******** regarding your recent CarHop experience.
  
  It's unfortunate that you were unsatisfied with your CarHop experience.  To best assist you, I researched your complaint.  Our records show the following:
  
  On 07/15/19, you purchased at 2004 Dodge Stratus at CarHop.  You stopped making car payments after 08/26/19, even though your account still had a remaining balance. The vehicle was charged off on 01/14/20.  Therefore, you defaulted on the contract which means you did not pay off that vehicle.
  
  On 04/19/24, you visited CarHop in ********* and submitted a finance application.  Even though you had not paid off your past vehicle, CarHop staff worked to see if there was an opportunity for you to buy a vehicle with a $950 down payment.  You were advised to come back with a money order or cashier's check since CarHop does not accept cash.  On 04/26/24, you arrived at CarHop attempting to purchase with a cash down payment and you appeared to be under the influence.  For your safety, our staff did not think it was safe for you to be driving and reminded you again that a money order or cashier's check is required for down payment.
  
  On 05/24/24, you visited CarHop in ****** WA and worked with *********************, CarHop Manager, to purchase a 2007 Buick Rendezvous.  Please work directly with the **** and the Tacoma WA CarHop team regarding any current or future questions about your newly purchased vehicle.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My now estranged husband abandoned the vehicle and since I am on the loan as the joint buyer, I have been making the payments. However, we are both responsible for the vehicle. ******* and ****** have harassed me over one late payment and when they were informed I am not giving him the vehicle if he makes the late payment. I have a court order that the vehicle is to stay with me but that we are BOTH responsible for paying the debt. They never try to collect from him, they only harass me and I'm on social security. I have offered to refinance the loan with only myself on a loan and ******* has informed me they refuse to allow that.

  Business response

  05/16/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop on 04/12/23, our research and response is below.
  
  The Retail Installment Contract states both you and ********************* purchased the vehicle together as buyer and co-buyer.  Regardless of which party (buyer or co-buyer) possesses the vehicle, both the buyer and co-buyer are equally responsible for the vehicle contract and payments.  Therefore, any outreach we conduct regarding collection efforts on past due amounts are directed equally to both the buyer and co-buyer.
  
  Per your request to refinance, you have the right to apply for a loan via a third-party in order to payoff the CarHop contract.  To best assist you, *************************, CarHop Manager, spoke with you 05/14/24 regarding options to modify your current payment schedule.  Please coordinate on that topic with ****** directly.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

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