ComplaintsforCarHop Auto Sales & Finance

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 10th 2024 my husband and I *********************************** ( whose name is on the vehicle registration) went to **************************************** location to purchase a vehicle. Since my husband had already purchased a vehicle from this location we were in great standing already with the CarHop company. When we entered the store we were greeted by an employee named ******. WHILE helping Us in finding a vehicle he would periodically start chatting with others in the room about non-car related things.We kept having to ask him what the next was you wouldn't answer. after he put us in the computer he began to explain that there are certain type of grades that people are categorized under and since we've already paid off a vehicle we were VIP status. VIP members according to their policy get to pic of vehicle that they want but that wasn't the case ****** actually proceeded to tell us that there was only two vehicles we could choose from him we went up there with $800 to put down on a vehicle. He also tell us that the only vehicle that we could purchase today was a Dodge Dart 2016 and that was it we asked him why and he didn't answer WHILE me and my husband were just walking around confused while he was off chatting with other people. my husband and I felt very disrespected.We just went ahead and purchased the vehicle while driving home i noticed the driver side rear view mirror button did not work so now I'm driving blind plus window wouldn't roll down either. When we locked the doors the next morning the car alarm went off because we don't have a key fob. ALSO mention the airbag safety alarm keeps going off .When we proceeded to contact CarHop in ***************** to basically return the vehicle and get another one on August 13th 2024 we were basically told that there's nothing that he could do for us because he has no more vehicles and on top of that he hung up on us several times then when I told him that I was going to go

  Business response

  08/15/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle purchased from CarHop on 08/10/24, the purchase included a 7-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  Thank you for sharing your feedback.  It is unfortunate that you are not presently satisfied with your CarHop experience.  As you stated, your husband, ***********************************, purchased the vehicle and is the only name on the contract.  Our records show you called CarHop on 08/13/24 and CarHop informed you that CarHop staff is only able to discuss details of an account with the buyer on the contract.  Please understand that in order for CarHop to discuss details of the account with you, your husband would need to contact CarHop and request that you be added as an authorized person on his account. 
  
  That said, every CarHop vehicle includes a 7-day money back guarantee.  Any CarHop customer, including your husband, may return the vehicle within the first 7 days for a refund.
  
  On 08/14/24, ***********************, CarHop District Manager, spoke with your husband and provided additional solution options besides returning the vehicle within 7 days.  If you would like more details on those options, please speak to your husband directly.
  
  Sincerely,
  
  *******************
  ***************************************

  Customer response

  08/15/2024

   I am rejecting this response because:
  
  DueDue to the fact that **** did not speak to my husband I was standing right there some guy named **** who was a GM of some company and on top of that when they spoke to him they told him we only had one vehicle to choose from three car lots no I do not accept their response they are being rude my husband has been on the phone with them and the reason why I'm messaging you is because my husband is in the process of trying to do with them as well we are reaching out to every person that we can to get this result I do not want to have to get my lawyers involved but as of right now I see that we need to

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Carhop in April and they sold me a car they told me had no problems. Since April the car had been in the shop 5 times for major issues like the motor mount, water pump, ignition switch, Alternator MAS sensor and O2 sensor. They falsified that there was nothing wrong with the car. This car that they sold me under false pretense is messing up mine and my familys livelihood. I have lost profits due to this car constantly being in the shop i want carhop to take this vehicle back and give me another vehicle. One that me and my family can depend on

  Business response

  08/13/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased from CarHop on 04/13/24.  The purchase included a 7-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 vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the limited warranty.  While under no obligation to do so, CarHop has also assisted with expenses not covered by the limited warranty.
  
  On 06/11/24, CarHop received a vehicle diagnosis for items not covered under limited warranty.  The diagnosis also indicated that the vehicle was driven over ***** miles in first 2 months since purchase.  Driving a vehicle an average of over ***** miles monthly will commonly result in the need for additional vehicle maintenance and repairs.
  
  On 08/09/24, ********************* from CarHop spoke with you and informed you that a CV axle repair is a covered under the limited warranty.  You agreed to take the vehicle into a Carhop-approved service shop to complete that diagnosis and repair.  You understood that are responsible for the the $250 deductible and you stated you are satisfied with this outcome.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/2024 I was driving the vehicle I purchased from carhop less then 6 months ago. When my tire exploded! For no reason. I managed to get the car to a tire shop to get it looked at. That was when I was informed Car hop sold me a vehicle that was not safe to drive on the road because the tires they placed on the vehicle were not the correct rating for the weight of my vehicle and thats why a brand new tire exploded. The careless nature of car hop could have killed me and my kids or god forbid someone else driving near me. Thankfully I was not driving fast. The tire shop said they could not allow me to leave without purchasing 4 new tires because it would become their liability. So I was forced to change the brand new tires on my car. I contacted carhop to get them to pay for the cost of the tires since they sold me a vehicle that was not road worthy but they refuse to return my phone calls or emails. I want carhop to reimburse me for their failure to provide a safe road worthy vehicle. I have submitted the receipt like they asked but are now ducking my calls

  Business response

  08/02/2024

  Dear *********,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at from CarHop in *******, **, on 03/09/24.  The purchase included a 7-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 vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the 7-day money back guarantee and the limited warranty.  
  
  On 07/27/24, you contacted us letting us know that one of your tire were blown and you purchased four new tires.
  
  On 08/01/24, as a courtesy, CarHop agreed to apply a credit of $320 to your account.  You stated you were satisfied with this outcome.  To best assist you moving forward, since you have moved to ****, please contact our CarHop locations in **** with any future questions.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date I bought the car was 02/26 paid 200 down , since Ive bought the car Ive been calling carhop nonstop about my issues with my car involving the engine which is on my warranty I described to them the issues I was having when I first got it they gave me the run around telling me follow the warranty and I did called them they wouldnt help with the tow at first so I took it into my own hands took it to my job at ***************** got codes ran on it got tickets to confirm the codes they still wouldnt listen to me I already put 3,000$ into this car just to fix it , recently on 7/18 my motor started rattling my car and causing everything to not run right I called carhop told them the specific problems they send it to a shop and didnt give the mechanics the exact problems I told them I was having and Im still expected to make a payment on a car that I been paying to get fixed since I got paid they say the car is worth 9,000$ and its not the way it drives Im making two payments every month and still got to get it fixed they told the mechanic to put a battery in and that was it and now its pushed back on me carhop has not be lenient what so ever they dont want to help with the issue I followed all protocols I was told to and still no adjustive action has been taken I have to fix the car on my own once again and I specifically told them the problems the car is a lemon I fix it breaks down call carhop no lead way to get it fixed they tell me to drive the car to one of their shops and cant if the car wont drive I been having to many problems with this car and carhop still expect me to keep making 254 payments two times a month and I dont feel I should and they havent done a full evaluation on the car to make sure its still drivable, no problems literally everything was wrong on this car when I got it parts on the car that dont even go to it I want to settle this where either I get a new car or my payments get lowered cause I work at a dealership I know the steps.

  Business response

  08/02/2024

  Dear *****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at from CarHop on 02/26/24, the purchase included a 7-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 vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the 7-day money back guarantee and the limited warranty.
  
  Shortly after the sale, you informed CarHop that you had vehicle concerns.  CarHop advised you that the first step in the warranty process is to take the vehicle to a CarHop-approved service shop.  At that time, CarHop did not receive a repair estimates regarding your vehicle.
  
  On 07/18/24, while under no obligation to do so, CarHop paid to tow your vehicle.  On 07/23/24, CarHop received a repair estimate for a repair not covered by the limited warranty.
  
  On 07/31/24, you spoke with *********************** from CarHop.  As a courtesy, ***** offered a payment modification to assist you.  You approved the modification and stated you are satisfied with this outcome.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Carhop Finance has inaccurately reported my payment history with Carhop to the major Credit Bureaus. This in not an isolated issue, but appears to be a common practice of Carhop. They have been sued for engaging in this illegal activity against many other consumers. Here is an article on how the ************************************ took action against Carhop and ordered the company to pay a penalty of $6.4 million for jeopardizing consumers' credit, and cease in their illegal activities of falsely and inaccurately reporting negative credit information to the major Credit Bureaus. ***************************************************************************************************************************************************************

  Business response

  08/01/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the 2005 Chevrolet Equinox you purchased at CarHop on 02/08/20.  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, 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.  
  
  The Retail Installment Contract included a specific payment schedule and the amount to be paid on each payment due date.  While nearly all of your payments were received on time, your payments arrived 30+ days late in the months of June 2020 and July 2020.  The final payment to payoff your account was received on 08/12/22.  Your account was then furnished as Paid in Full with a zero balance.
  
  If you would like a copy of your contract or payment history, please contact CarHop Finance at ************.
  
  After furnishing to ************************** we do not control how they reflect the furnishing to your credit report.  Therefore, if you have further questions, we encourage you to contact Experian, TransUnion and/or Equifax directly.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a vehicle. ***y offered me two vehicles; one did not have mileage on the title so I purchased the Scion. I was told there would be a warranty up to ****** miles. *** car is falling apart. I have tried to contact Car Hop and have gotten no response.

  Business response

  07/31/2024

  Dear ****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at from CarHop on 09/19/23, and the Retail Installment Contract assigned to ******************************** (MO) d.b.a. CarHop Finance.  The purchase included a 7-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 vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the 7-day money back guarantee and the limited warranty.  As a goodwill gesture, CarHop also assisted with expenses not covered by the limited warranty.
  
  Our records show that the last time CarHop heard from you regarding any vehicle-related issues was back in October *************************** that repair expense as a courtesy even though it was not covered by the limited warranty.
  
  In May 2024, while under no obligation to do so, CarHop Finance offered you a payment modification to assist you.
  
  If you are having vehicles issues, the next step is to take your vehicle to a CarHop-approved service shop for diagnosis or call CarHop at ************ if you have questions.  If you prefer, you could also reply to any past email we have sent to you.  It would be our pleasure to assist you.
  
  In the past week, *************************, CarHop Finance Manager, has made numerous attempts to contact you via the phone number you provided to us.  The calls are resulting in us hearing 'call cannot be completed at this time'.  ******* has also sent you an email attempting to reach you.
  
  If you have questions or if you want another copy of your limited warranty, please reply to *******'s email or call CarHop.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is selling cars that are not working and when you try to give it back in a timely manner they won't give you your money back I had to pay to get the car fixed the second month I got it then a few weeks later and now I'm taking it back again for the same problem I'm missing work because of it.

  Business response

  07/29/2024

  Dear ******,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at from CarHop on 04/26/24, and the Retail Installment Contract assigned to ******************************** (CA) d.b.a. CarHop Finance.  The purchase included a 7-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 vehicle has mechanical issues, unforeseen issues can occur with a used vehicle.  Our records indicate that CarHop has honored the 7-day money back guarantee and the limited warranty.  As a goodwill gesture, CarHop also assisted with expenses not covered by the limited warranty.
  
  On 06/13/24, you informed CarHop that you had vehicle concerns.  CarHop advised you that the first step in the warranty process is to take the vehicle to a CarHop-approved service shop.  On 06/17/24, CarHop paid to cover repairs made by Rainbow Auto Center.  Some of the repairs were covered under the limited warranty.  As a courtesy and while under no obligation to do so, CarHop also paid for expenses which were not covered by the limited warranty.
  
  On 07/19/24, you informed CarHop that you have vehicle concerns which could be new or related to your recent repairs.  CarHop advised you to take the vehicle back to ******************* or, if you prefer, you could take the vehicle to a different CarHop-approved service shop.  We will continue to honor our limited warranty.  In order to consider options for you, we first need to receive an updated diagnosis from a service shop.  If you have questions or if you want another copy of your limited warranty, please contact CarHop.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Carhop. They over value their cars, used 2007 ****** Sentra with 130k miles on it was ****** at 30% APY. Once the car was paid off, three weeks ago from this report the check was cashed instantly for it. I have not received my title, they dodge calls and voicemails constantly and refuse to give any information about the title. *** has been the main contact at the valley store I got the car from and has been nothing but a rude employee since I asked for my title. I have had three other people try to get into contact with Carhop and have had little to no success. They are proving nothing but frustrating and quite rude. They sent me a check faster than the title. I am growing tired of dealing with their incompetent staff that refuse to deal with an issue in any swift manner, I seek resolution and a fallout for their business as their shady below the belt dealings are coming into light and they don't like it.

  Business response

  07/23/2024

  Dear *****,
  
  Per your BBB complaint #******** regarding the vehicle you purchased at CarHop in *******, **, on 08/25/22, the purchase included a seven-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  Congratulations to you for paying off you vehicle on 06/25/24.  On 07/09/24, our office submitted a request for the title to be mailed to the street address in ******* which you provided to us.  On 07/10/24, you spoke with CarHop and we advised you that it can take up to 45 days for the *************************** of ********* to process your title and provide it to you.
  
  If you have further questions, please consider directing them to the *************************** of *********.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  *******************
  ***************************************

• 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,
  
  *******************
  ***************************************

*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. ↩