ComplaintsforJim Hoffpauir Inc

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 21, 2022. My wife and I dropped off, a 2018 **** F250 engine problems *********************** { Fuel Rail Pressure Too High}. mileage's was *****. The vehicle was still under the Manufacturer warranty. Hoffpauir **** made an attempt to repair our tuck by replacing FRP Regulator and ICP sensor and reset UMP. repair invoice number is *****. This did not fix the problem.On March 21, 2023, we took this vehicle back Hoffpauir **** for the same engine problems.On January 12, 2024, I took the vehicle to an independent diesel mechanic. And he advised me that high pressure and reduced engine power reading that I was receiving was due to fuel pressure regulator and not the High fuel pump.On January 15, 2024, our vehicle was taken back to Hoffpauir ****, because the check engine light was back on, a reading on the instrument panel stated, { ******************** and Fuel Rail Pressure Too High}. We advised Hoffpauir what the independent diesel mechanic had advised us about the fuel regulator. We were thinking that Hoffpauir **** would make the proper repairs to vehicle and not charge us for it. But when we picked up the vehicle we were charged $582.96. I advised Hoffpauir **** service manager that we would be contacting **** Motor Inc.I have tried to reach out to **** Motor Inc. several times with no response as of this date March 4, 2024.**************************

  Business response

  03/12/2024

  ****************** vehicle was brought to the dealership on 2/21/22 with ****** miles for a check engine light. We replaced the Fuel rail pressure regulator on the left rail as per diagnostics. Test drove vehicle and concern was corrected under/as per **** factory warranty. On 10/17/2022 at ***** miles vehicle returned with check engine light. As per **** diagnostics we replaced Fuel injector pressure sensor under **** factory warranty. Again on 01/27/2023 with ***** miles ************** returned vehicle for Check engine light. As per **** diagnostic, the *** sensor and fuel pump assembly were replaced to correct concern under **** factory warranty. Again on 01/15/2024 with ****** miles ************** returned vehicle to dealership with check engine light on. ************** stated that they had an independent technician diagnose the concern and that they wanted the Fuel rail pressure regulator replaced. It had been 23 months and ****** miles since Fuel rail pressure regulator had been replaced on 02/21/2022. We apologize for the part failures that ************** has experienced. We will send a request to **** that the part be covered by Service Part Warranty. We will send a check to ************** on 03/12/2024 for $582.96. 

  Thank you.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my wife a 2017 Cadillac XT5 in November 2021. Drive it for a couple of weeks and it was fine. On December 8, 2021 the service engine light came on. Called the dealership they informed us to bring the car in the next day if the light was still on. I did just that. They kept it for close to a month and told us that They could not figure out what was wrong with it, so we took it back. The light came back on a couple of more times, but when my wife calls the dealership they tell her theres nothing that can be done with your car. The light came back on and I took off work to take it to the dealership and they kept it for about a month with no contact. I called and asked for an update and they stated they cant get a code to throw again so they can work on it. This went on for a year Nov. 2021 to Dec. 6th until I was finally able to speak with a manager. He told me that was unacceptable and he would be sending someone to pick up the car and they would work on until fixed. They had the car for over a month without looking at it. I called at least once a week to check on it after I found out they had not been working on it. They had the car all they way until middle of Feb. 2023 and we decided to go get the car since they keep telling us theres nothing wrong. We drove the car 11 miles after picking up the car and the entire car shut down and left us stranded on the side of the highway. We called and told them what happened and we needed a wrecker to come pick it up. They had the car for another month with nothing being done as they still could not figure out what is wrong. At this point I had decided I needed to take my car somewhere else since the General Manager and the Sales Manager told me this is my problem and I shouldnt have bought a lemon car. If this is happening to me I feel for the next person who buys a car from them that they cant drive or trade in for another car because they raised the price so high that youre already upside down on after a week

  Business response

  03/31/2023

  To whom it may concern:

   

  ******************** brought his vehicle to ** with multiple concerns on 12-13-21. We kept the vehicle for 4 days and was unable to duplicate any of his initial concerns.

  On 9-12-22 ******************** brought his car back in with a transmission shifting issue. We had GM technical assistance involved to help with the diagnosis. GM recommended for us to reprogram the Transmission control module. During this repair we had the car 30 days. 

  The car was brought back to us on 10-20-22 with another transmission concern. We consulted GM technical assistance due to GM's programming issues. GM authorized us to replace the Transmission control module under warranty. At this time we also replaced the battery which was customer pay. This was performed at ****** miles.

   

  The vehicle was brought back in with another drive ability concern on 12-9-22. The vehicle had multiple codes for a module communication error. We test drove this vehicle 487 miles during this time. We were unable to duplicate the customers concern. ******************** picked up the vehicle so he could attempt to get the vehicle to act up again. The car was picked up on 2-9-23. On the next day ******************** broke down on side of the road. We dispatched our wrecker and towed it back free of charge. We contacted GM technical assistance and requested a field service engineer. On 3-14-23 ******************** decided to pick his vehicle up and get it repaired elsewhere.

  I personally spoke to ******************** one time about his vehicle and assured him we would do our best to figure these issues. We never told him anything about buying a lemon vehicle and it being his problem. 

  ******************** never mentioned anything about a refund or a discount when he picked his vehicle up. We would've gladly tried to give him a discount or offer something for all his troubles.

  ******************** is welcome to contact our service manager (***********************) at anytime for a discount or reimbursement.

   

  Thanks,

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

  General Manager

  Hoffpauir Auto Group

  Customer response

  04/05/2023

  Complaint: 19870737
  
  I have asked for help every time I have spoken to someone at this dealership. I have tried getting out of this vehicle, but I was told that value would be deducted from the vehicle as the service engine light kept coming on. Which did not seem right to me as the service engine light started coming on a couple of weeks after I purchased the car. If they would have helped me get out of this vehicle and into something just as equal for same pricing this wouldn't be an issue, but being told that there is nothing wrong with a vehicle and it has been at the service ***** of the dealership it was bought from more than driven is just insane to me. 

  It seems as though nothing will be done by this dealer to help me with the issues I have been having, so there is nothing further to request. 

  Regards,
  
  *****************************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The dealership damaged my vehicle. Tried to get me to pay over one thousand dollars at Hill ******* body shop to fix it. After several days of arguing, they took my vehicle to Phils Body shop to fix the trunk without my consent or permission. Dented the trunk in several spots, damaged the factory spoiler, debris trapped under the hood decals, scratches all over my vehicle around the work areas, chipped the paint on my bumper, cut marks on my rear window seals. I have pictures to prove everything yet they are refusing to take responsibility and fix many of the damages they caused to my vehicle.

  Business response

  02/16/2022

  
  ****************,

  
  ****************** checked his vehicle into Jim Hoffpauir Inc January 10, 2022, to install accessories that he purchased direct from GM ECommerce. The spoiler he purchased was designed for a Camaro without a factory spoiler. During removal of his factory spoiler, which is mounted with bolts and double-sided tape, the trunk was dented. We agreed to repair them free of charge. Holes remain from the factory spoiler that will need to be welded closed to install the new spoiler he purchased. At the time the factory spoiler was removed, the mounting tape they use at the factory pulled some paint off trunk, which was repainted to factory specifications under GM warranty.

  
  The car was originally taken to ********************** for an estimate for us, but instead the customer went to ********************** and intercepted the quote before we could receive it. We never tried to get him to pay for the repair. We later took the vehicle to ****s Part and Body, because they would do a better job. I told **** to repair the vehicle to factory specifications. The only thing customer was responsible for was filling in the mounting holes on trunk from the factory spoiler. Factory spoiler has one chip on it from a trim tool I used to remove spoiler from the mounting tape on the trunk. ***** Service Engineer from GM said that is common. 

  
  ****************** gave consent to work on vehicle when he dropped off the vehicle at JHI. He also gave me consent to take the vehicle to ******************** via the phone. I chose to tow the Camaro to ****s with our brand-new wrecker, because customer was concerned about miles on his car. When he found out I towed it, he was upset and stated I didnt have his permission. He agreed I had permission to take the Camaro to ****s. I informed him we have the discretion to use the safest and best method to take it. 
  Hood decals were installed by company that specializes in decals. There will be a minor amount of dust as that gets under decal that is not installed at the factory. Customer agreed to accept the decals as they are in exchange for JHI to pay the $285 for filling holes in the trunk lid from the mounting of the factory spoiler.

  
  In the meeting between *********************, ****************** and myself on February 2nd, there was no mention of scratches or cut marks on the rear window seals. The chipped paint on bumper was discussed and is still in dispute. **** has pictures of chip on bumper from when customer dropped vehicle off. The agreement was made on February 2nd to accept the dust under decals in exchange for us paying the $285 to fill in the holes from the original spoiler, as witnessed by *********************. ****************** agreed the chip in the original spoiler caused by the trim tool was unavoidable and no further action needed. We are aware of no other issues currently, besides the chip in the rear bumper. Vehicle was dropped off at JHI January 11th and was picked up Feb 2nd. Customer is dealing with ************** trying to get 1 month car payment due to the time the vehicle was in the shop. We have done everything in our power to try and  please ******************.

  
  Sincerely,

  
  ***********************
  Parts and Service Director
  Jim Hoffpauir Inc.
  ************
  
  

  
  

  Customer response

  02/16/2022

  Complaint: 16754430
  
  I am rejecting this response because:

   

  I called Hill ******* Body shop for an update and they informed me that the trunk required repainting due to 6 large dents in the trunk. I attempted to call the dealership to find out what was going on and I never received a call back. This has become a pattern throughout my dealing with the dealership. They have almost never called me back when requested. It was only after having to argue with the dealership that they stated the trunk would be repainted under warranty due to paint peeling. They would not explain how or why the dents were caused. They then decided to take my vehicle to Phils body shop because it was cheaper and would cost me less to repair the holes than Hill *******. I authorized it to be taken to Phils body shop for a quote. I did not authorize repairs because I wanted to know the cost to myself before proceeding. The dealership never returned my calls and refused to review the quote for me. I suspect they took the vehicle to Phils body shop because they would overcharge GM for the warranty paint repair to minimize their cost of having to repair the dents they made due to neglect and lack of knowledge/training/experience. I did not agree to exchanging the cost of the hole repairs for the hood decal that was installed with over 15 imperfections. I specifically stated that I was expecting and was perfectly fine with paying for that repair. They tried to offer this last minute to get me to drop the issue.

  I specifically asked for the general manager to be present during the inspection of my vehicle when picking it up and he was not present. Instead, **** had **** present and the two were hostile, aggressive and were using foul language. They were completely unprofessional and highly disrespectful towards me. I called the dealership to speak with the general manager and left my information for a call back. I only received a phone call after I submitted a BBB complaint. The general manager called and spoke to me. I agreed to repair the bumper at Hill ******* but the general manager called me back on his personal cell phone and demanded that I drop the BBB complaint. He stated he has many employees and that I am taking food out of peoples mouths. Highly unprofessional and disrespectful. The dealership only needed to communicate and accept responsibility for the neglect to my vehicle.

   

  I no longer want anything to do with dealership. I want a full refund and I will use that to repair my vehicle somewhere reputable, professional and whom shows respect and concern for their customers.
  
  Regards,
  
  ***************************

  Business response

  02/18/2022

  I spoke with ****************** on **** and offered to repair a small pen sized **** in the rear fascia of his Camaro. I also offered to remove the decals on the hood and give him a full refund. He decided at that time of our conversation that he only wanted to repair the **** in the rear fascia of his bumper. Shortly after our conversation, I contacted the body shop and let them know that Jim Hoffpauir would take care of the **** for the repair. After about 20 mins I called ****************** back on my personal cell phone so he could contact me directly in case he had any further issues. At that time I felt like this situation was all resolved.

   

  I never made any demands to ******************.

   

  Thanks,

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

  General Manager

  Hoffpauir Auto Group

  Customer response

  02/18/2022

  Complaint: 16754430
  
  I am rejecting this response because:

   

  I suspect the phone call was made from his personal cell phone because the phone call would not be recorded as most companies do when calls are made from a business. He demanded I drop the BBB complaint and accused me of taking food out of peoples mouth. I have made two attempts to pick up my parts still in the dealerships possession and no one knows where my parts are and cannot reach **** in order to get more details. They are holding on to my parts after ***** said they would be available anytime for me to pick up during the phone call from the company phone line.

   

  Also, at no point did I state or give the impression that I was concerned for miles on my vehicle. I would have to check to be sure but I have the best warranty Chevrolet offered when I purchased the vehicle. That warranty is, to the best of my knowledge, a 6 year and ******* (maybe *******) mile warranty. My vehicle was purchased in 2020 and I have less than ****** miles. I have no concern for miles on my vehicle, in fact, that defies logic. My vehicle will be covered under warranty until, to the best of my knowledge (off the top of my head) until ****. I will not exceed the mileage and so will be covered for the years of the warranty.

  
  
  Regards,
  
  ***************************

  Business response

  02/21/2022

  ******,
  
  Good morning! 
  
  ****************** picked up the old parts to his camaro on Saturday.
  
  Thanks,
  
  ***********************
  

  
  

  Customer response

  02/21/2022

  Complaint: 16754430
  
  I am rejecting this response because:I suspect the phone call was made from his personal cell phone because the phone call would not be recorded as most companies do when calls are made from a business. He demanded I drop the BBB complaint and accused me of taking food out of peoples mouth. I have made two attempts to pick up my parts still in the dealerships possession and no one knows where my parts are and cannot reach **** in order to get more details. They are holding on to my parts after ***** said they would be available anytime for me to pick up during the phone call from the company phone line.
  
   
  
  Also, at no point did I state or give the impression that I was concerned for miles on my vehicle. I would have to check to be sure but I have the best warranty Chevrolet offered when I purchased the vehicle. That warranty is, to the best of my knowledge, a 6 year and ******* (maybe *******) mile warranty. My vehicle was purchased in 2020 and I have less than ****** miles. I have no concern for miles on my vehicle, in fact, that defies logic. My vehicle will be covered under warranty until, to the best of my knowledge (off the top of my head) until ****. I will not exceed the mileage and so will be covered for the years of the warranty.
  
  
  Regards,
  
  ***************************

  Customer response

  02/21/2022

  Complaint: 16754430
  
  I am rejecting this response because:
  
  

  I had to call ************************** in order for the dealership to release my parts. After speaking with the Sgt., I was contacted by the dealership within 30 minutes and was told I could pick up my parts.

  The dealership is not offering any solutions to the damages done to my vehicle since I submitted a BBB complaint. It is obvious that they do not seek to resolve this issue.

  
  Regards,
  
  ***************************

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