Complaints

This profile includes complaints for CarHop Auto Sales & Finance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CarHop Auto Sales & Finance

  5417 Lakeland Ave N Ste 100 Crystal, MN 55429-3116

• 

  CarHop Auto Sales & Finance

  PO Box 398104 Edina, MN 55439-8104

• 

  CarHop Auto Sales & Finance

  16 Mendota Rd Inver Grove Heights, MN 55077-1122

• 

  Car Hop

  4903 Auburn Blvd Sacramento, CA 95841-2618

• 

  CarHop Auto Sales & Finance

  1908 Rice St Saint Paul, MN 55113-6810

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made my payments by ***** Pay and had to file BBB complaint. I made a 1000 dollar payment on 04/19/2025 and again payment is missing and they came and took my car

  Business Response

  Date: 05/01/2025

  Dear *******,
  
  Your Better Business Bureau (BBB) Complaint #******** is regarding your purchase of a used vehicle at CarHop on 02/22/24 and the Retail Installment Contract assigned to ******************************** **** d.b.a. CarHop Finance, account #******.  The vehicle included a 7-day money back guarantee and an 18-month / 18,000-mile limited warranty.
  
  The Retail Installment Contract you signed obligated you to make scheduled bi-weekly car payments beginning 02/29/24.  Your account fell over ***************************** February 2025.  CarHop Finance made numerous attempts to contact you.  The last payment CarHop Finance received from you was a partial payment on 03/24/25, leaving your account to remain past due with a remaining balance.  A Right to Cure notice was mailed to your mailing address on file on 03/24/25 which stated a due date of 04/14/25 and the amount needed to bring your account current.  No further payments were received.  The vehicle was repossessed on 04/29/25 due to lack of payment.
  
  Your BBB complaint claims that you paid CarHop Finance $1,000 on 04/19/25.  On 04/29/25, you spoke with CarHop Finance via phone and CarHop Finance asked if you had a payment receipt of any kind to provide for review.  You declined the option to provide a receipt.  Given that the claimed payment was not received and you declined the opportunity to provide a receipt of the claimed payment, CarHop Finance sees no need for accommodation.
  
  If you you would like another copy of your contract for account #****** or your payment ledger, please contact CarHop Finance at ************.

  Sincerely,

  **** *****
  *****************************************************************

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/7 bought vehicle on 2/20 I call magnet and was told to contact repair shop to have warranted part looked at on 2/24 I took vehicle in was not fixed on 3/3 vehicle was taken back to repair shop for same issue and I was told nothing was wrong. I talked to ****** and was told to go to different repair shop and the would cover warranty parts and diagnostic so on 3/17 I tohad to have vehicle towed to repair shop carhop refused to cover anything and I was left with a 2200 bill. The manager has since Thais time and continues to ignore my calls and refuses to return my calls about vehicle, he admitted this vehicle falls under lemon law but refuses to make right or do any repairs on it. On 4/23 I took vehicle to Morries for a factory recall and discovered the engine has been replaced and was never disclosed to me at time of purchase and is knocking, the mechanic at morries confirmed engine is knocking and vehicle is a lemon. Recall was not able to be done due to engine that was put in vehicle is not a Santa Fe engine its a sonta engine. The manager at ********************************** is amanya where I got car. I have gotten different vehicle before never with issues this is the first and its really bad. Id like a clear car title or vehicle of same value that is in good running condition. I have receipts in email but can not get them to be able to upload

  Business Response

  Date: 05/01/2025

  Dear *********,
  
  Your BBB complaint # ******** is regarding the used vehicle you purchased from CarHop on 02/07/25 pursuant to a Retail Installment contract.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.  As a courtesy, CarHop paid for items which were not covered by the limited warranty.
  
  As you stated, you have purchased numerous vehicles from CarHop in the past and had good experiences with those purchases.  On 02/24/25, CarHop paid to repair the oil pan gasket on your most recent purchase, though in the following months you were still experiencing issues which were difficult to fully diagnose.
  
  On 04/29/25, you spoke with ********* ******, CarHop Manager.  As a courtesy, ********* offered you multiple options to assist you.  On 04/30/25, you visited CarHop and it was agreed that a fitting solution was to allow you to get into a different vehicle.  You stated you were satisfied with this outcome.
  
  Thank you for doing business with CarHop.

  Sincerely,

  **** *****
  *****************************************************************

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from carhop in December of 2023, within a month of me buying the car i had to replace the entire cadilitic converter, they sent me to their shop and they completely ripped me off spent 4 grand just for them to not fix the issue and not even put a new part on, than less than 10 months later the car completely went to ****, the car was jerking side to side uncontrollably, tires kept wearing out every week had to spent 600$ just on tires within a 2 month period for my back tires, and than my water pump exploded they refused to help me with anything so i ended up paying 6k up front to fix the car not even 2 days after having it back it went out and i told them i wanted to give it back they agrred but now keep harassing me for payments when i told them to reposes it and they told me after auction id be responsible for whatever is left but telling me i owe 7grand still for a car that wont run and i have no more money to put into it

  Business Response

  Date: 05/06/2025

  Dear *******,
  
  Your BBB complaint #******** is regarding the used vehicle you purchased from CarHop on 11/25/23 and the Retail Installment contract assigned to ******************************** (MN) d.b.a. CarHop Finance, account #******.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.  As a courtesy, CarHop paid for vehicle diagnosis expense in February 2024 and CarHop Finance provided you eight (8) payment modifications to assist your finances.
  
  In February 2024, CarHop received a vehicle diagnosis for repairs not covered under the limited warranty.  The diagnosis also stated mileage indicating the vehicle had been driven over ***** miles in the three (3) months since purchase.  Since then, CarHop received no other vehicle diagnosis.
  
  Over one year later, on 03/28/25, CarHop Finance was informed that the vehicle had been impounded due to being abandoned.
  
  On 04/15/25, you informed CarHop Finance that you no longer wanted the vehicle, leaving a remaining balance on your account.
  
  On 05/05/25, you spoke with ********* ******, CarHop Finance Manager.  In that call, as a courtesy and under no obligation to do so, CarHop offered you a reduced settlement option and monthly payment plan to address your remaining balance.  You agreed to that resolution in the same phone call.  If you have further questions, please contact ********* directly.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

  Customer Answer

  Date: 05/06/2025

   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. They settled for 1500$, 100$ a month.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The carhop in St. Cloud mn promised to and its in the agreement to get my breaks fixed and they refuse to do it. ***** also gave me his word that they would pay to get me a tune up before I even got the car and they also have not done that. But they want you to make payments and they ignored my calls now but when I call off someone else phone they answer

  Business Response

  Date: 04/29/2025

  Dear ******,
  
  The BBB complaint you submitted (#********) is regarding the used vehicle you purchased from CarHop on 03/24/25. 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.  You were provided a copy of the signed contract and the limited warranty at the time of sale.  Our records show CarHop has honored the contract and the limited warranty.  CarHop has also paid for repairs which are not covered under the limited warranty.
  
  On 04/21/25, CarHop received a vehicle diagnosis from Granite City Tire & Auto.  On 04/22/25, CarHop you spoke with ********* ******, CarHop Manager, and agreed that CarHop will cover the diagnosed brake repair and replace the two (2) back tires.  CarHop had previously replaced the two (2) front tires and paid for an oil change.
  
  If you have any further questions, please contact ********* directly.  Thank you for doing business with CarHop.

  Sincerely,

  **** *****
  *****************************************************************
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carhop insisted that i could take my car to any mechanic if they were willing to work with them for my warranty but when i wanted to take my car to my mechanic they refused to help me and said that my mechanic said he wouldnt work with them and after calling my mechanic to confirm I was told that he did not say that. Carhop was rude on the phone and when I became frustrated they would not listen and just wanted to hang up on me.

  Business Response

  Date: 04/11/2025

  Dear Lexus,
  
  Your BBB complaint #******** is regarding the vehicle you purchased from CarHop on 07/31/24 and the Retail Installment Contract assigned to ******************************** (MO) d.b.a. CarHop Finance.  The vehicle 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.  The 'Your Obligations' section of the limited warranty in your contract states that your obligations include using a local approved CarHop service shop or obtaining CarHop's consent to use an unauthorized service shop.  While it is unfortunate when a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.
  
  On 03/31/25, you spoke with ****** ******, CarHop Branch Manager, stating vehicle issues.  As a courtesy, ****** offered for you to use your preferred service shop or a CarHop-approved service shop.  ****** also offered to review the diagnosis with you so as to review options to help. Options to help may include repair assistance and/or an adjustment to your CarHop Finance car payment to assist your finances.
  
  On 04/04/25, ****** sent you a text message to follow up to see if you had taken the vehicle to a shop and Mikayla from CarHop left you a voicemail on 04/11/25. As of this response letter, CarHop has not received a response from you or a vehicle diagnosis from any service shop.  Please follow up with CarHop directly at ************ if you have further questions.  The Joplin CarHop Team is ready to assist you.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle under the impression that it was a good running vehicle with no problems. The truck has been in the shop three out of the four months of ownership. It has been in the shop on three different occasions and has left me stranded needing a tow on four occasions the shop has replaced the transmission two times and still got the truck back with another bad transmission. For three bad transmission in three months. So I've been paying 500 a month for the truck to sit in the shop. Upon receiving the vehicle it has safety issues that should not of been allowed to be sold i.e Bald tires, no horn bad transmission.The shop vouches that carhop knowingly sold the truck to me knowing that it has a bad transmission. And willingly kept that information from me upon sale. If I had known this information it would of been a key factor in not going through with the sale as I was in the market for a good running vehicle. Overall ******************************************************************************** conclusion I was knowingly sold a lemon and I'm asking to get out of the contract with a refund

  Business Response

  Date: 03/31/2025

  Dear ******,
  
  Your BBB complaint #******** is regarding the vehicle you purchased from CarHop on 11/05/24.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.
  
  CarHop paid ******* ************ to complete transmission repairs in January 2025.  CarHop paid for all repairs which were covered by the limited warranty.  As a courtesy to you, CarHop also paid towards expenses and repairs which were not covered by the limited warranty.
  
  In March 2025, when you returned to *******, the vehicle diagnosis reports mileage indicating that the vehicle has been driven over ***** miles in the first four (4) months since purchase.  CarHop approved a transmission repair honoring the limited warranty and offered you a payment adjustment to assist your finances.
  
  On 03/20/25, you informed CarHop Finance that you no longer wanted the vehicle and intended to make no further payments, which would not fulfill your contract obligations and would leave a remaining balance on your account.
  
  During the week of 03/24/25, you spoke with ****** ******, CarHop Manager.  She offered multiple resolution options to assist you.  You stated you wanted to consider those options.  Please follow up with ****** directly to finalize the resolution option you prefer.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2012 ****** from this dealership roughly 5 months ago. Within the 7 day period, I asked to return the vehicle because they sold me a car with problems!!! We'll, they state that if I do so, it would go on my credit as a "voluntary repossession" and that i would still be responsible for the full balance of what is owed. They explained that if I wanted to bring the car in they would fix it. Well I had no choice but to have them "fix it". When I got the car back, I never received any paperwork about the fix that I asked for and stated all he had to do was clean off the battery. They demanded I pay my car payment so I did and stated to them I use the car for work!! If I don't have a working car .. I cant make the payment. Well fortunately it ran for another week and completely stopped in the highway as I was driving with my children in it. Both mine and my children's lives were at risk when that happened .. being that it was a stalled vehicle directly ON the highway. The police arrived and was towed. I was out of work for over a week and they still demanded payment, never fixed it, and was rude about the whole situation after explaining that this was a safety issue for my family. Another most recent time was about a week and half ago the car quit working on me again on my way to a job. I explaining that I was told everything was checked before I was sold the car, yet with all these issues it proves it was NOT. I was also informed that I had 7 days to return the car and I stated I asked to do that and was threatened with a repo and remaining balance on my record. Im still without a car, no work, and now at risk of losing a home for me and my 2 children. DO NOT go this route if you are looking for a car. You and your families safely WILL be at risk and demand nothing but money. Do not believe the warranty and they do NOT work with you or provide any relief or ***** whether u pay on-time or not!!!!!

  Business Response

  Date: 03/20/2025

  Dear ********,
  
  Your BBB complaint #******** is regarding the used vehicle you purchased from CarHop on 10/25/24 and the Retail Installment contract assigned to ******************************** (MN) d.b.a. CarHop Finance.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.
  
  On 11/29/24, over one month after purchase, you contacted CarHop stating vehicle concerns.  CarHop provided you local CarHop-approved service shop information to take the vehicle for diagnosis.  On 11/30/24, you called CarHop asking about your options if you were to return the vehicle.
  
  CarHop received no vehicle diagnosis and did not hear from you again until 03/10/24.  On 03/11/25, Carhop received a vehicle diagnosis from Victory Automotive Service.  The diagnosis states vehicle mileage indicating that the vehicle has been driven over ***** miles since purchase and needs and oil change and a tune-up.  Those are maintenance-related items which are not covered by the limited warranty.  On 03/12/25, as a courtesy, CarHop Finance offered you payment adjustment options to assist your short-term finances.
  
  On 03/18/25, Amanya Bagutti, CarHop Branch Manager, called and left a message for you.  Later that day, you spoke with CarHop Finance and accepted the payment adjustment which freed up funds for you to address the oil change and tune-up.  
  
  If you have any further questions, please contact Amanya Bagutti at ************ or CarHop Finance at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

  Customer Answer

  Date: 03/21/2025

   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

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I start off.. I bought a car with car hop its been through 3 engines in a year with having the car and they still dont want to give me a different car I get its no there problem because its not there vehicle but Ive tried getting a hold of the higher up management and cant get to them to help me just recently I got the car back from getting repairs from a shop they recommended I take it everything is fine I drive to work home and everything is good the next day my anti theft system left me stranded so I figured my remote wasnt calibrated so I bought a new programmed key which was 250 I bought a new battery thinking it was the battery nope nothing so now after all that they are trying to repair it knowing that the engine can go out any given day at this point I just want my money back or a new care but nothing is being looked at from point of view I just want whats fair this company has employees who do not like to do their job I work hard for my money and life and to not even have a reliable car is stressful and it hurts my wallet Im still fighting for a different car or possibly a refund.

  Business Response

  Date: 03/11/2025

  Dear *******,
  
  Your BBB complaint #******** is regarding the vehicle you purchased from CarHop on 12/26/23 and the Retail Installment contract assigned to ******************************** **** d.b.a. CarHop Finance.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.  As a courtesy, CarHop Finance has offered you four (4) separate payment plan adjustments to assist your finances since purchase.
  
  As a courtesy, CarHop paid to have the vehicle diagnosed at the ************* shop.  The diagnosis from Aamco dated 03/07/25 states vehicle mileage indicating that the vehicle has been driven over ****** miles since purchase.  The diagnosis also states that it uncovered no vehicle codes or mechanical issues in need of repair.  Aamco advised that the anti-theft issue you are experiencing is likely due to the programming of the key fob you purchased.  ***** advised that you address the matter with the person or business from whom you purchased the key fob.  Key fobs are not a covered item under the limited warranty.
  
  On 03/10/25, ******* ****** from CarHop spoke with you to discuss Aamco's diagnosis and advisement. CarHop will continue to honor the limited warranty.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a 2014 ******** 200 in August and been paying 506 dollars a month. I have had to go back 3 times for a repair, and it turns out all it needed was a head gasket and they did anything but that (according to a different shop). More over they poured coolant all over the battery and just messed everything up. I have already given them back the car and payments are stopped, but Carhop is refusing to close my account and refusing to provide me any documents They do not provide me a reason of any kind as to why.I have been working with the ************************************ location.

  Business Response

  Date: 02/11/2025

  Dear ******,
  
  Your BBB complaint #******** is regarding the vehicle you purchased from CarHop on 08/30/24 and the Retail Installment contract assigned to ******************************** (MO) d.b.a. CarHop Finance, account #******.  The vehicle 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 a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.  As a courtesy, CarHop also paid for expenses which are not covered under the warranty and CarHop Finance offered you a payment modification to assist your finances.
  
  CarHop paid ******** Automotive to complete repairs in November 2024 and January 2025.  CarHop paid for all repairs which were covered by the limited warranty.  Solely as a courtesy to you, CarHop also paid towards expenses and repairs which were not covered by the limited warranty.
  
  The last date you made a payment was on 01/03/25.  On 01/28/25, as a courtesy to assist your finances, CarHop Finance provided you a payment modification.
  
  On 02/06/25, you informed CarHop Finance that you no longer wanted the vehicle and intended to make no further payments, leaving a remaining balance on your account.
  
  On 02/11/25, you visited CarHop and spoke with ****** ******, CarHop Branch Manager.  While under no obligation to do so, CarHop Finance offered you a settlement agreement regarding your account.  You signed the settlement agreement with your approval.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
  *****************************************************************

  Customer Answer

  Date: 03/12/2025

   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

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carhop has done nothing but leave me with trash. I am never late or missed payments. The car I have from them has been in the shop more times than its been out. They had to replace the motor because they gave me the car with something wrong and covered it up. They didnt even replace the motor with a new one it was a used one that took two times to replace. I got it back for not even three hours and it was back in the shop because they forgot to put something back right after having the car for two months, when I got it back the vents no longer worked it only came out of the defrost, and auto start doesnt work, now I have more issues it only come out of the dash and no defrost, the water pump is out the timing chain needs replaced, something to do with exhaust, I have papers from the most recent place but I am going to ask them to do a full inspection of the car if someone can email me so I can email it to you that would be awesome. They also said it doesnt look like the motor was actually replaced.

  Business Response

  Date: 02/12/2025

  Dear Mercedes,
  
  Your BBB complaint #******** is regarding the vehicle you purchased from CarHop on 11/01/23.  The vehicle included a 7-day money back guarantee and an 18-month / ******-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.  CarHop provided you a copy of your signed contract and limited warranty that same day.  While it is unfortunate when a used vehicle has an unforeseen mechanical issue, our records indicate that CarHop has honored the contract and the limited warranty.
  
  In April 2024, CarHop honored the limited warranty by paying Rockstar Auto & Tow to replace the engine.  At that time, the vehicle diagnosis indicated the vehicle had been driven over ***** miles in the 5 months since purchase.
  
  On 02/04/25, you visited the CarHop dealership stating vehicle concerns.  The vehicle mileage at the time of your visit indicated the vehicle had been driven over ****** miles in the 15 months since purchase.  The limited warranty expired after ****** miles.  After the limited warranty expires, any further vehicle repairs are the customer's responsibility.
  
  If you would like another copy of your signed contract and limited warranty, please contact CarHop at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
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  Customer Answer

  Date: 02/12/2025

   I am rejecting this response because:
  
  The vehicle is not able to be driven. The parts should have been replaced with the new motor. Its ridiculous that I have a vehicle that just got worse and worse after I have gotten it back from the shop you sent it to. They broke my blend door for the ac, the pin for the tire hub to stay together snapped due to poor maintenance on their part. Everything has been an issue. 

  Business Response

  Date: 02/20/2025

  Dear Mercedes,
  
  Your BBB follow up comments regarding complaint #******** are regarding the vehicle you purchased from CarHop on 11/01/23.  The vehicle included a 7-day money back guarantee and an 18-month / ******-mile limited warranty.
  
  First, to summarize CarHop's prior written response to your complaint, the records show CarHop fulfilled the limited warranty of your signed Retail Installment Contract.  When you visited CarHop on 02/04/25, the vehicle mileage indicates that you drove the vehicle ****** miles after CarHop replaced the engine in April 2024 and a total of ****** miles since purchase.  The limited warranty expired at ****** miles.
  
  Since receiving your follow up comments, on 02/14/25 and 02/17/25, ******* *****, CarHop Finance Manager, reached out to you via phone and text message regarding options to assist your finances.  For example, you have earned a 'skip-a-payment' due to being signed up for ******* and making six (6) months of on-time payments.  Also, while under no obligation to do so, CarHop Finance is willing to offer you a payment modification.  Those are just two (2) examples of options to assist your finances, which can help you address vehicle repairs now that your limited warranty has expired.
  
  To learn more about the finance assistance mentioned above, please contact ******* ***** at ************.
  
  Thank you for doing business with CarHop.
  
  Sincerely,
  
  **** *****
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