ComplaintsforHoover Automotive

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership is refusing to cover costs of a part that is under a parts warranty. They are stating I authorized service to be done, which I did, but without knowledge of the warranty. I had to find out from a different dealer about the warranty. When I asked them about it, the service manager lied to me and said that they were not able to see the previous repair that caused this part to be under warranty. They are unwilling to work with me and just want their money without taking care of the customer.

  Business response

  04/29/2024

  Mr. Clausson and David D'Ambrosio which is my service manager has already worked out the misunderstanding. 

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 6 months we have been taking our vehicle to Hoover the Mover complaining of a small leak. Was charged $1009.38 to replace a coolant hose. Truck STILL leaking. We went there 5 times and they continued to send us home with a coolent leak. They told us to drive the truck into their Service Department hot so they could see it leaking - followed their guidance - truck started to run really hot and engine lights were coming on. Sent us back home saying there wasn't a leak that they could find. On the fifth time bringing it in we went from a small leak to a huge leak. They want to charge us an additional $7000 to replace the entire coolant system. We've contacted the Service Manager and General Manager and they will not work with us to resolve this issue. We feel like because of their inability and incompetence we have gone from a small leak to a likely secondary $7000 problem and who knows what unforeseen future problems from excessive heat and unnecessary pressure they have caused to the engine. We are extremely dissatisfied with the Service Department.

  Business response

  12/29/2023

  I spoke to Ms. ******* last week to review her concerns and offered a settlement to fixing her vehicle which was giving her a credit for previous repair toward the expense of the repair to fix the vehicle. This vehicle has been in the shop several times but the issue was that the vehicle wouldn't duplicate after hours of effort to attempt to create the same situations Ms. ******* experienced making it very difficult to find the leak creating issue. Ms. ******* said she would return a call to our conversation after we spoke once she was able to speak with her husband. So we have been in communication to repair her vehicle just wanting on the approval to move forward on the work with no communication to our attempts. I have already given Ms. ******* what Hoover JCDR is willing to do. She has the option to approve work or pick up her vehicle. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a vehicle from this dealership in July. Was aware of some sensor issues on the vehicle and was told they would be covered under manufacturer warranty - Great, no problem! On our drive home, the whole car starts violently shaking to the point that we are concerned to drive the hour and a half home however the dealership is already closed. Fast forward - the tires need to be replaced, the sensor is not covered under warranty, and we found out that the vehicle HAS BEEN IN AN ACCIDENT AND HAS HAD BODY WORK AND PAINT WORK DONE TO IT. They have refused to help in any way. It's insulting to me and my husband (who was purchasing this vehicle in celebration of completing his military service.) It is truly shameful.

  Business response

  11/22/2023

  I have spoken with Hannah; I am working with the J.C. Lewis to get vehicle fixed either through warranty as originally planned or we will pay the bill. Currently have a call into the service manager to find out reason for not covering part as warranty. He is off today; we will reach out again on Friday and follow up with Hannah. 

  Currently Ford stated that there is an open TSB (22-2224) for vibration at highway speeds. It's very possible that the issue is not the tires but rather the open recall. 

  Advisor stated that no damage to the vehicle was present that the assumption was made that the vehicle was in an accident because the vehicle had corrosion on the module connector from water leaking in around the taillight. We asked if he could guarantee that the vehicle was sealed properly from the manufacture the answer was no. 

  Either way we will make sure the *******'s vehicle is taken care of, but we feel currently that the issue is the manufacture is handling the warranty claim correctly.

  Customer response

  11/27/2023

  
  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.
  
  Sincerely,
  
  Hannah *******

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 25th of September at 3:14pm, I received a call from Frank giving me the service technician’s findings and that I had two options for repair. I was told that I could purchase a new brake module and there is no guarantee when a module would be available due to an automotive parts shortage, or I could have my current module re-built and the wait time as well as the cost would be much less. I selected to go with the re-built so Frank informed me that I would need to make an advance payment of $800.00 before the repair could be started. I did as I was directed and 4 weeks later on October 13th Frank called me to say my truck was ready and a balance of $565.70 would be due at time of pick-up for a grand total of $1,365.70. I picked it up on the 14th of October and paid my balance. Before I got 3 miles from the dealership, the same error code came back on. I immediately called Frank and informed him, and he ensured me that this happens and it’s nothing to panic about. I took my truck back to Hoover that following Monday the 16th of October and at this point Frank used his error reading device and told me that this was a different issue. He said a brake pump issue. On the 24th of October, I had heard nothing and was concerned, because to my knowledge an issue was not determined, so I called the dealership and Frank was not available and another advisor told me that my module was sent back out for another re-built. I would have liked the opportunity to pursue other avenues but at this point the gears were in motion. Frank never gave me feedback as to what the issues were. On the 15th of November over 8 weeks after the start, I finally received a call from Frank, advising me that my truck was ready once again. He told me that another $172.71 would be due upon pick-up making my new grand total $1,538.41. Error code is still there and company is avoiding me

  Business response

  12/04/2023

  i have reached out to the customer regarding his issues and let him know his truck would be fixed today and i also refunded the money from his previous visit plus some extra fro the inconvenience for a total of $200. he was happy with this resolution and will be picking up his vehicle today.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This event occurred between 10/19/2023 and is current. This company was supposed to diagnose, quote and service my vehicle. My vehicle sat without diagnoses for a week before several attempts to contact a service representative and define an issue with my vehicle. Once I appeared in person I was notified my service representative was not on the business grounds that day and that my vehicle had not been looked at yet for the issues it had. Once I got in contact with the service rep. A part was required which he quoted me two options, one being more expensive for expedited shipping and one that would take 3 days to ship at a lower price. The vehicle is my primary mode of transportation and I requested for the more expensive expedited shipping on Oct. 30th 2023 which was supposed to be same day delivery. The remainder of the week went by with no update until Thursday Nov. 2nd 2023. The part had still not arrived and I was denied compensation or discount or any mode of customer relief for my patience to have my ready for work travel. I was then notified that I would receive an update phone call on Nov. 3rd and never did. I called for the update again on Nov. 6th and was given the run around again until I called enough times to finally get in touch with my service representative. He then updated me again saying the part had not arrived yet but may arrive later that day. I requested for a supervisor and was left to expect a returned call once the supervisor had time to call me after his lunch break, again did not receive a call until the following day 11/07/2023 in which I expressed to the supervisor my concerns and informed him if the issue was not resolved the Better Business Bureau would be informed of their service or lack there of. He then threatened me to not do any work to my vehicle if I did so. The current quote for service to my vehicle is $1575 before tax they have had my vehicle for 3 (10/19/2023 to week of 11/10/2023) business weeks with no work done to it.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Fraudulent advertised price when trying to purchase a new car. Negotiating today. I would like to purchase closer to the advertised price than they are allowing. Complete details are outlined in the attached PDF.

  Business response

  06/23/2023

  We did have an error on the buyer order that was sent to Mr. *******, my GSM Clayton is in contact with Mr. ******* to address issue. I believe everything is being addressed but if there is still an issue, please let me know. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Jeep Srt to Hoover Chrysler Jeep Dodge in Summerville, SC for an oil change. My Jeep calls for 0w40 only as per manual. After around 3k miles my Jeep began to run different and the check engine light illuminated. I took it to the closest dealership to me at the time to find out someone (Hoover) had placed the wrong oil in it. The oil was burnt and signs of metal flakes. As it was Christmas and this was my only means of transportation, they offered to change the oil and document on my receipt their findings. Once I got my Jeep back, I located the original receipt from Hoover showing that 0w20 was placed in my Jeep without my knowledge not 0w40 as per manual. I took copies of the receipt and gave them to the service manager, who acted as if it was no big deal. Within 300 miles of getting my Jeep back the light came back on, I took it to Hoover so the service manager could look over it per Jeep customer service request, and told him my issue. I left my Jeep there for 3 days. The service manager called and said he didn't see any issues with the Jeep and that it was running properly. They didn't provide me with a receipt or anything to show what they had done to fix my concerns. My Jeep was running the same way it was when I bought it for them to look at it. 200 miles later my Jeep needs an engine and is currently sitting at a Jeep Dealership.

  Business response

  02/21/2023

  The Service Manager and Director of the store spoke to Mr. ***** about issue at the time of concern. The Customer is using forms from ****** which **********'s engineers don't put a lot of thought into which our team explained to him. We didn't put the wrong oil in the vehicle the RO had the wrong oil typed on it which was also explained to the customer. The Repair Order had a typing error.

  The issue Mr. ***** is speaking of is a very common issue with that vehicle, metal shavings at the mileage he has on the Jeep. Cams and Lifters on the engine is usually the fix but we haven't looked at his vehicle to give diagnosis.

  We have spoken with Hendrick's as well as they have reached out and we explained what we did which was simply an oil change. I am not aware of what they communicated to Mr. ***** of what the issue is or what is needed.

  Business response

  02/24/2023

  I will have Stephan reach out to you for a meeting. 

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I entrusted my vehicle to this Hoover Chrysler Dodge Jeep ,Ram of Summerville dealership, to perform a standard oil change, which is considered routine maintenance. Now my vehicle is severely damaged and requires a new engine. This dealership caused the damage through neglect and is trying to evade a problem of their own making.  Regardless of what they have written in response to this complaint, the truth is that they know for a fact that I’ve tried to communicate with management to rectify this issue in a timely manner. The SRT warranty representative (Ms. Jessamyn), and another certified dealership service department manager also reached out to Hoover on my behalf.  Our complaints were dismissed and ignored, with several attempts to gaslight me.  Before being dismissive, David the service manager spent plenty of time telling me that none of the work they had done was possibly connected to the problems that my engine was having.  They tried their best to convince me they didn’t know what happened, when the proof is in their receipt and in the vehicle’s electrical system--they used the wrong type of oil, and it severely damaged my vehicle’s engine.  

  This ordeal has been extremely exhausting, and months have passed without me having a vehicle to drive.  So to say the least, I am fed up with talking to unhelpful and unsympathetic managers who want me to beg them to take responsibility for their neglect.  The insults and humiliation I’ve experienced from Hoover’s management team is baffling and unwarranted.  
  

  One would think that when a dealership is at fault, they would fix the damaged vehicle or financially compensate the customer, but Hoover decided to become the victim and I’m having to seek legal counsel and make complaints to third parties to protect my interest. 
  

   

  I have no faith or trust in this company to make any repairs to my vehicle.  If that is what Stephan the director of Hoover wants to discuss with me, he can make his argument to my attorney.       

   

  Sincerely,
  

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

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase a vehicle in May. They forward the paperwork to Alabama. After I explained to the salesman I had tags previously in Sc and that I was transferring the tags, That was the first issue but I overlooked that problem. Then I drove to Alabama to get my tags and they refused to give them to me The paperwork was incorrect. Then the Dmw reached out to the dealership and explained what was needed. I also called and spoke with someone in the department that handle the tags. She informed me that she was overnighting the information over and she was also going to email it. It never was received I spent 300 in gas and 14 hrs of driving for nothing. Then I drove to Ga and called the dealership and ask for 30-day temp tags I stayed at my mom's waiting, but they never came. Then I left and drove back to Va on bad tags. Now It has been a week and they have promised again to send me tags, I'm in Va and can't drive because my tags are bad. I had to miss work from my 2nd job and pay people to give me rides. This is the worse experience ever. I paid my money and I did my part. This is stressful and horrible. I would like to be compensated for my inconvenience and my troubles. I just want my tags.

  Business response

  08/11/2022

  Business Response /* (1000, 8, 2022/08/05) */ Everyone is very aware of the tag issue and we are doing everything we can but we are dealing with DMV. After reviewing why the issue was created it was due to the previous customer signing in the wrong location and Alabama wouldn't accept title. As a result we needed to order a new title which takes months. My Title department has been in communication with Ms. ******** and have come up with a solution to title in SC and we will have next week. It is my understanding that everything that can be done has been done and this issue has been resolved.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  5/23/2022 my wife brought her jeep renegade in for a tire/flat repair. There is no signage to any policies pertaining to any Hoover policies related to thia type of repair. The tech said a new tire was needed because the foreign object was in the sidewall. My wife doesnt know what any of that means and took the tech on his word. The tire was replaced at a total coat of $290.42. The tire only had 18247 miles on it. The twch then asked if my wife wanted the tire as a spare. Two red flags here. If the tire was damaged beyond repair why offer the tire back for a spare. The other is if the repair goes against their policy because it would be an unsafe repair, why give the tire back? When I saw the tire and it was not damaged in a critical area i had it repaired. The repaired area waa within thr steel belt and well out of the zone that qould be deemed unsafe. My wife was also then hounded by a salesman to purchase after trading in her vehicle. Hoover attempted to include charges totaling over 4,000 for accessories that qwre already paid for by the original owner. This was very shady. The service manager offered to refund 2.50 for the tire disposal since my wife took it home. He was adamant that the new tire was required. The same service manager is mentioned in multiple complaints on social media and other reviews. Attached is the receipt, photos of the repaired tire after I had it fixed, and best practice images on where a tire can be safely fixed. I do nont want a full refund as i do ha e a new tire however as stated in the resolution i want an adjustment to the charges in line with the jeep road hazard tire warranty to reflect thebpro rated cost for the tire I now own but did not need

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/06/10) */ I reached out to the customer by phone to offer the $2.50 disposal fee to be refunded and that offer stands if he would like to come by the dealership to see me. Per our inspection the tire was punctured in an area that we determined to be unpatchable according to our standards. Other people or other shops might have lower standards for tire repair. The customer could have declined the replacement but chose to move forward with the new tire. As with all parts we offer them back to the customer if they want them. if they find someone to patch the tire per their own standards they can do with the tire what they wish. Chrysler does not offer a prorated tire warranty but as I stated I will gladly refund the automatic tire disposal fee of $2.50. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated and shown in pictures the tire was able to be replaced. Hoover does bot have any reference material posted or on print form to give to a customer. In essence they can basically create whatever scenario suits their need. The inly resolution is a refund to account for a pro-rated tire as I requested. Legal action will follow including filing a fraud complaint with discover card Business Response /* (4000, 9, 2022/06/14) */ I am submitting by email corresponding pictures and a written document outlining our standards for tire repair. These are the same standards taught by tire manufacturers and used by many companies as their standard. On the document I have highlighted where it states "If there is any question that the injury extends into the shoulder/belt area, then the tire must be scrapped" per our standards the tire was unrepairable. we do not allow for any gray area when applying these standards. We advised the customer that we could not repair the tire and offered to replace the tire which they agreed. As far as legal action regarding a fraudulent charge with ******** we have a signed credit card slip and invoice for the work performed but if the person who used the card was not authorized to do so then we will be happy to help the credit card company with their investigation. Please see attachments.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Hoover Chrysler Dodge Jeep Ram Summerville (195 Marymeade Dr, Summerville, SC 29483-5273) on December 13th to purchase an SUV. My salesman was Corry W*******. I purchased a Jeep Renegade and put $6,000 down on it. mind you my grandson and I waited for a while for the jeep to get service (service fee is included in the total price of any car you purchase). A couple of days later I started hearing a loud noise. I called Corry and informed him about the nose he told me to bring the car in. I brought the car in on Jan. 8th and was told to leave it there to get checked out. They did not have any loaner car so I had to get my own rental. I received a call from the service guy on Jan 13th stating that the jeep did not have any oil and I will need a new engine. He stated to drive the car for 15,000 miles then come back so they can replace the engine. What's the point of that? I called Corry on Jan 13th informing him of the information I received and telling him this is crazy because I just purchased this SUV, they had the jeep in the back for a while servicing it and even placed the service sticker on the glass. Obviously, the vehicle was never serviced. Corry told me to bring the car back to get a new one. Jan.15th was HORRIBLE! I thought we had a good understanding of the situation, and I was going in for an even exchange and everything being transferred over including the $6,000 I put down on the Jeep. That was definitely not the case! My jeep was literally used as an exchange for another car ($3,000). I purchased a equinox my payments are higher than I wanted it. I spoke to the manager to see what we can do being that this was all on them lying about the jeep being serviced. No help. So therefore I have a higher payment and lost out on $6,000. This is still not setting well with me and would like this problem to be resolved somehow.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/21) */ I spoke with the managers involved with Ms. ******'s two purchases, regarding the issue with the Renegade it was a warranty issue with all Renegade's regarding oil consumption. Ms. ****** brought the vehicle in due to a ticking noise and the service team followed the guidelines provided by the manufacture to determine the next steps. In this case the recommendation was to drive for 15k miles and then the manufacture would determine if the vehicle would need a new motor. At that time Ms. ****** request to trade out of that vehicle for another vehicle. She selected a vehicle that was seven thousand more money than the first vehicle so of course the payment went up. Ms. ****** applied $3551 of cancelations toward the second vehicle from the refund of the first loan. Manufacture recalls can be frustrating to go through and we may not always understand the why but the engineers with manufacture make the call on the step to follow to repair vehicle. Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I do not agree with this response. The loud noise was due to the fact of Hoover personnel not taking the steps to add enough oil or none at all. This is not my fault and I should not be punished for it. I understand the 7-day warranty policy, but I also expected the Jeep Renegade to be in good standards when I received it. I did not have the car for a month. You stated manufacturing recalls can be frustrating? Yes, but this should have been fixed while the car was being serviced. Why sell a car knowing there's a recall. Therefore, they did not take the proper steps to service the vehicle. I noticed my question about my $6,000 was not included in your response (I will attach a bank statement copy of that). Where is the $6,000 I put down on the Jeep renegade? The money was not transferred to my new vehicle or back to me. $6,000 is not a little bit of money and I work hard for every dime I receive. We are in this situation because I received a bad vehicle. Business Response /* (4000, 10, 2022/01/25) */ Regarding the $6000, everything I am looking at show you trade the vehicle. So your $6000 reduced the value of the Renegade when you traded the vehicle in. On top of that reduction you also received your cancellation of all your service agreement and products purchased on the Renegade. To my understanding the recall came up after the Renegade was sold. At that point we followed those guidelines. As I have reviewed everything I am unsure what the request is here, Ms. ****** brought Renegade had issue and wasn't happy with vehicle and traded it in on her newest vehicle. All cancellation were applied and down payment on first vehicle stayed with the reduced cost of the vehicle. Other than being frustrated with the first purchase which appears to be corrected through the second purchase what is the current issue?

*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. ↩