Complaints

This profile includes complaints for Hogan and Sons, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hogan and Sons, Inc.

  43180 Amberwood Plz Ste 200 South Riding, VA 20152-4103

• 

  Hogan and Sons, Inc.

  9580 Main St Fairfax, VA 22031-4031

• 

  Hogan and Sons, Inc.

  314 E Market St Leesburg, VA 20176-4101

• 

  Hogan and Sons, Inc.

  840 E Main St Purcellville, VA 20132-3163

• 

  Hogan and Sons, Inc.

  162 Getty Ln Winchester, VA 22603-4835

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:11/07/2023

  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.

  My 2005 ***** ***** needed a new radiator in May 2023 after it was putting out white smoke. Hogan and Sons had my car from May 2-3, 2023 with Workorder #*****. They replaced the radiator and did not put on a cap. On May 5th, after driving to work, I noticed the white smoke had returned. I was towed 35 miles back to Hogan and Sons, where they informed me that they had not put a radiator cap on. On October 27, I noticed white smoke and that my temperature gauge was reading as overheating. I stopped into **** *********, a different local shop, where they verified that my car had overheated and that I had the wrong type of radiator cap for my vehicle. On November 3, my car overheated again and was deemed not safe to drive, as they will need to replace the radiator that is cracked. The current radiator is 6 months old and has already cracked. I am now having to rent a car to be able to continue working until my car can be fixed, which may take the entire week as the other shop needs a new radiator to come in. The radiator replacement was one of multiple things done for this work order, in which I was charged $3500. Of this, $900.97 plus tax is attributed to the radiator replacement. My car rental while my car is being worked on is estimated to cost $360.79.

  Business Response

  Date: 11/20/2023

  November 20, 2023

  To Whom It May Concern:
  

  I have been in touch with *** ********* regarding her complaint. I reassured *** ********* that we did not install used parts on her vehicle. I personally examined the part in question and verified it was a new part that failed. The claim that another shop provided to *** ********* that the radiator cap caused the part to fail is inaccurate and not possible and believe false and untrue statements were being fed to *** ********* by this shop.
  

  In good faith and customer satisfaction, I have authorized to refund *** ********* a total of $660.00, to cover the cost she was charged to replace the radiator. *** ********* should be receiving a refund check within 10-15 business days. Our apologies to *** ********* for the issues she had to endure and hope our quick response and positive solution to resolve this matter will prove quality customer service and retain her as a valuable customer.
  

  Sincerely,

  District Manager
  Hogan & Sons

  Customer Answer

  Date: 12/02/2023

  I have attached the receipt from the original transaction with Hogan and Sons in May, on which the first page shows that the cost for the radiator/labor was $800.98. A check for $660 does not cover the replacement for the radiator. That number was generated from the estimate provided by the second shop for the replacement, but the work ended up costing more than that estimate due to additional labor costs.

  Customer Answer

  Date: 12/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the cost incurred by the radiator replacement by this business was more than the amount being offered.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 12/15/2023

  Please Note:

  as of 12/15/23, our District Manager has decided to refund ********************** the amount of $756.00 as well as covered her renatl on the ***** account.  ********************** left happy with the outcome and our willingness to work with her to resolve this matter.

  Thank you,

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

  Customer Answer

  Date: 12/18/2023

  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/31/2023

  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.

  5 Months ago I brought a brand new car in to buy all season tires to replace summer season tires. My tires had about 2000 miles. When the tires were removed one of my tires split along the edge. I was told this was a tire defect and that the tire shop would help me with a warranty request through their tire distributer. I have been calling the manager, Chris, for 5 months to get a status update. He never has an answer and he says he will call me back. He has never called me back with any update. I want the business to complete this action so I can use the summer tires this summer. 5 months with no answers is not acceptable.

  Business Response

  Date: 05/17/2023

  we have been communicating with the customer on the tire warranty issue, he understands that we are working with the tire manufacture on his behalf. we are calling weekly.

• Initial Complaint

  Date:12/14/2022

  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've been servicing my vehicles at the South Riding location for over 10 years with no issues. In July 2022 I took my 2011 ******* *** for an inspection. The inspection was completed with no issues. I was left a message that my hubcap was damaged. They ordered me a new one. My ******* does not have hubcaps, it has premium upgraded 20 wheels. The mechanic mistook my wheels for hubcaps and damaged them when trying to remove it with a pry bar. The manager on duty ***** was very apologetic, insisting they were hubcaps and would order a new one from *******, but they were on back order. I explained that they were not hubcaps, and the whole wheel would need replaced. ***** agreed and would notify me when the wheel was in. The wheels are $1200 a piece. I was able to repair the wheel myself. Only a small chip remained. I was fine with that as it has over 180k miles. I told ***** a new wheel was not needed, however I would appreciate the next oil change and tire rotation to be covered for the damage. ***** agreed. On 12/3 I dropped my car off for an oil change and tire rotation. ***** covered it. The next day I realized the tire rotation on was not completed even though the service ticket said it was. The damaged wheel was in the same location as when I dropped it off. In addition two other wheels were damaged in the same way as the original. Again, someone tried to pry the wheels and put big gouges on them. I returned and pointed this out to *****. He was very dismayed and took the car to have the rotation completed immediately. I told him no one was to go near any of these wheels with a pry bar as they are not hubcaps. The rotation was completed. When I asked to talk to ***** about what would be done about the damage, he would not come out of the office to address me. I was told he was on the phone with management to see what they would do and he would call me. After over a week I have not received a return call. Ive been more than reasonable and need this rectified.

  Business Response

  Date: 01/04/2023

  BBB Metro Metro Washington DC
  1411 K St. NW 10Th Floor
  Washington DC 20005-3404
  
  Re: Complaint ID ********
  
  To Whom it may concern:   Upon receiving this notice we again reached out to **********************  ************** rims were damaged on site and it was acknowledged to ***********.   At the time the rims for ************** vehicle were not available upon receiving this notice we checked the availability and ************** rims are available, I have spoken to ************ and shared this information with him.   It is our intention to fully rectify ************** situation.
  
  V/r
  
  *************************
  Manager
  Hogan and Sons
  South Riding VA
  ************

  Customer Answer

  Date: 01/23/2023

  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 based on one condition. As of 1/23/2023 I still have not received the replacement wheels. I've been in contact with the manager of Hogan and Sons who assures me the wheels have been ordered. Two of them are apparently in, but we are still waiting for the third wheel. Once I confirm all three wheels are the correct wheels for this car and are mounted, I will consider this issue closed. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:11/08/2022

  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.

  We dropped the car on 9/19/2022. They told us that we need sparks and coil. We paid $1500. We got a call in a few days that car is done. We picked up a car and Drove just two times when light came on. Took back to the place. Again few days later car is done and picked it up. We did not even made it home when light on the dashboard came back again that something is wrong. Took car back to Hogan and son. **** called and said that we need a new engine and gave us a “special “ deal $12000. Our car has only 83000 miles.  I took to another shop and they could not find anything wrong with the car. They also could not see if coil was changed at all. When I called **** he said that they did compression test but they cannot give me print out because it was long time ago. But that compression test was supposed to be done sometime in October when car was the first at least 8 days. He said he has no copy. I have a feeling that compression test was never done. They chard me 2 times for the parts over the market price. He was rude on the phone and telling me that other mechanic don't know what they doing. I would like you to investigate this place so they cannot over charge someone else

  Business Response

  Date: 09/22/2023

  From: ****** ***** <************@sun.auto>
  Date: Thu, Sep 21, 2023 at 6:06 PM
  Subject: CID#********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ***** ******* <*************@********>
  

  
  

  Good afternoon.

   

  Customer came in for a misfire code on the vehicle on 09/19/22. Technician found bad coils . Replaced all coils and spark plugs to fix misfire. Open attached link below for the Digital inspection report.

  Customer came back on 10/04/22 , complaining of a misfire #2 cylinder. Explained to customer we will replace #2 coil under warranty . We explained to customer that #2 cylinder may have internal issues if it continues to have same issues.

   

  on the initial visit they got a $372.96 discount off the service performed, the store followed proper procedure on parts mark up that is set by our corporate office.

   

  On the third visit we did do a compression test and yes, the compression was low, compression test is not something that produces a print out, it is a manual gauge you screw in where the spark plug goes and reads the compression while you crack over the engine, so there is no report to show the customer.

   

  The sales associate no longer works for the company and there has been extensive coach and training on better communication with the customers.

   

  This is the response to the complaint that you received in Nov 2022.

   

  Please see the attachment.

   

  Thank you for your time.

   

  Any questions please do not hesitate to contact me.

   

  Thank you.

   

  Have A Great Day

   

  ****** *****                                                                                         

  District Manager

  Hogans & Sons

  ************@********

  ###-###-#### Cell

  “Improvise, Adapt & Overcome”     

• Initial Complaint

  Date:08/01/2022

  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.

  I took my vehicle to Hogan and Son's (***** *************** *****, Sterling location) for an annual state safety inspection. I have gone to this specific location three times in the past to have the inspection completed. (all with zero issues until today) I arrived at the business' opening hours, 7:30 and was three vehicles in line. An hour later I saw my vehicle being pulled into the bay for inspection. Fifteen minutes later, the manager came over to me and stated that he could not inspect my vehicle because it was too heavy. (vehicle is a factory stock 2008 ***** *** ****) The manager stated that my vehicle was 100 lbs too heavy for his shop. I explained to him that I have never had this problem before (or reason) getting my vehicle inspected at their shop. Manager continued to tell me that his technician wasn't certified for vehicles over a specific weight. Gave me no other ideas where to get my vehicle inspected. When I went to my vehicle, I noticed that they had already scraped off my old inspection sticker, leaving me with a vehicle with no inspection sticker. When I brought it to the manager's attention, all I got was "oh well.. nothing I can do about it".. I went to another service station that does safety inspections and they were stunned that I had been told that and treated like that. They stated that once a STATE inspection is started (scraping off sticker) they can only either pass or fail the vehicle) The other station inspected my vehicle with no problem and told me to also call the Virginia State Police Safety Division as they believed that what Hogan and Son's did is illegal. I have called VSPSD and have initiated a report with them also.

  Business Response

  Date: 08/22/2022

  I have left a few messages for the customer; I was hoping to apologize in person:

  When **************** came in on 08/01 the inspector was under the impression he could only inspect vehicles up to 10,000 lbs. a few days after **************** brought his vehicle in, the inspector  recertified and asked the troopers for clarification. The trooper stated that as long as the vehicle fits in the shop, he can perform the Virginia State Safety Inspection.  The inspector admitted he had made an error and sincerely apologizes for any inconvenience he/we may have caused ****************.  

• Initial Complaint

  Date:06/30/2022

  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.

  On 6/11/22, my car overheated and was towed to Hogan & Sons in Purcellville VA, A week later on 6/18/22 I was told it was ready for pickup. The repairs include new water pump, timing chain, motor starter and battery , costing $2,905. I drove it home, 76 miles and the ride was rough,,not normal. Two days later it started shaking and the indicators for cooling & fuel came on, even tho I had 1/2 tank of gas. It was then towed back to Hogan & Sons. Now they tell me it needs a new motor., I really believe the timing chain was not installed correctly and damaged the motor. Now Hogan & Sons have offered a $300. in-store credit which I will never use .

  Business Response

  Date: 07/19/2022

  The car was towed in on 06/11/2022 with a complaint of overheating. There was a noticeable coolant leak in the general area of the water pump. The car was pushed into the service bay to try and minimize any additional problems. The car was diagnosed with a failed water pump and aside from the overheating, there was no other indication of any additional problems.
  
  It was recommended to the customer to replace the water pump (failed), and timing chain (due to mileage). The customer agreed. The water pump and timing chain were replaced. The engine as a matter of course was rotated by hand to make sure the timing marks aligned properly. They were. The tech finished the repairs. The car was started and test driven approximately 10 miles. The drive was uneventful. If the chain had been improperly installed, it would have immediately initiated a check engine light and would have presented drivability issues. Neither occurred.
  
  Two days later we received a call from *** **** in which she reported that the car was having problems. She stated that it was driving rough and the check engine light was on. She stated at that time she had looked it up online and felt the timing chain was not installed properly. I assured her that it was, but we were more than willing to recheck everything. We towed it into our location and paid the $400 tow bill.
  
  The tech verified the concern and began the process of removing the parts required to re-check the timing chain installation. Everything proved to have been installed properly.  All removed parts were re-installed completely. The engine oil was checked as a matter of further trying to diagnose the problem. The oil was found to have metal in it (indicating bearing failure). It is quite possible that internal engine damage occurred when the car was overheated, and that damage did not present itself right away.

  Customer Answer

  Date: 07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: After vehicle was in shop from 6/11/22 - 6/18/22, I was told it was fixed. On way home (76 Miles), it drove rough and didn't seem right. The next day I drove it 6miles and the ride was even rougher. Then I got the check engine light. cooling light and fuel light (had 1/2 tank).

  I feel that the car was not properly fixed when I picked it up on 6/18/22 and the fact that I drove it 76 mile probably did more damage to it.  Although, the garage says the timing chain was properly installed, I have my doubts.   All the problems I had seemed to indicate a timing chain issue,,rough riding, etc.

  egards,
  
  *******************

• Initial Complaint

  Date:06/21/2022

  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.

  I suffered a flat tire and had to call for a tow on June 12. Since my tires are under warranty at Hogan & Sons (Winchester, VA), I asked the tow truck driver to take my car to their shop. I left my car nearby overnight, and thanked ***. The next day, June 13, my family alerted Hogan & Sons about my car needing a warrantied tire repair. I awoke to a barrage of sms text messages from Hogan & Sons, stating that my car needed more repairs/maintenance. I was surprised that they had already examined dozens of points on my car. They sent web links illustrating diagnostics, suggesting repairs/maintenance, including induction service, tune up, replacement of spark plugs, brake system/coolant system/power steering system fluid exchanges, oil change, et alia. This was alarming, so I called them. Their staff claimed that my family had asked them about a tune up and maintenance, prompting their diagnostics. Under the pretense of my family asking for those services, they convinced me of the importance of the maintenance/repairs, and I reluctantly agreed, later paying an exorbitant $1,477.76 by ****. A friend (also a certified mechanic) looked at the bill and was stunned. The spark plugs alone were billed/price gouged at $407.94 without labor, roughly sextuple the price for the commonly available parts. The total labor was hyperinflated to $602.75. I requested a quote for identical services from an honest auto garage. The quote of $730.12 was less than half of the cost of Hogan & Sons, and only $100 of that quote's total was labor. Now knowing that I had been scammed, I asked my family if the diagnostics were requested in the first place. They had not been requested by anyone. Thus, all diagnostics/services occurred under the false pretense of being requested - to purport urgent maintenance concerns and gain verbal authorization for repairs. At the very least, Hogan & Sons price-gouged labor and parts, and at the worst, they duped me into authorizing unnecessary repairs.

  Business Response

  Date: 06/27/2022

  **************** had his car towed to us on June 13th . Hogan & sons repaired his tire we also did a preventative maintenance inspection on his car , I cannot say whether a family member told us to check the car over or not - what I do know is that **************** gave us authorization to do the preventative maintenance on his car at 12:36 pm on June 13th because we sent him a Carside report on his car with pictures showing the different concerns with the
  
  Maintenance items. On the spark plugs it calls for laser iridium spark plugs which my employee charged the price that comes up in the computer , labor is 1.1 hours per our labor guide which is also what he was charged.
  
  The 2006 ***** pilot  has 174043 miles on it last maintenance done on vehicle was 90K . The customer is sent the Carside recommendations he makes the decision to do the work , he can check prices , we educate him on the
  
  Benefit of doing the work on his car . I am truly sorry to hear **************** feels he was sold these items under false pretense.

• Initial Complaint

  Date:05/11/2022

  Type:Billing 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 purchased a set of tires for my wife's *** back in December of 2021. They had an offer: buy 3 tires and get the 4th one free. But when I go to pick up the car and pay (the tires have already been mounted), they slap me with a "warranty". When I tell them that I never asked for this warranty and I don't want it, they told me that it is non-negotiable and that I must pay it, they even cited some company disclaimer basically saying that all deals/offers are subject to Hogan & Sons rules, or something like that. We argued back and forth for a while, but it was late in the evening, they were closing, so I had no choice and was pressured to pay for this unwanted warranty. I would like the BBB to investigate this so called "rule" that you have to purchase a warranty, which by definition is an add on or an extra, and is not required. I would also like to be refunded for this, I believe I was charged around $125.00 for this warranty. Thank you.

  Business Response

  Date: 05/25/2022

  From: ****** Ovsevitz <******************************>
  Date: Wed, May 25, 2022 at 1:50 PM
  Subject: Complaint ID ********; *************************
  To: ************@mybbb.org <*******@mybbb.org>
  
  

  Hello ******,

  
  

  We are offering the customer a refund and will be reaching out directly.

  
  

  Thank you,

  
  

  Gloria O******* Integrations Administrative Assistant,*************************** E****************************** Whttp://www.sun.auto/

  Customer Answer

  Date: 05/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************