We purchased our vehicle from Car Hop in January. The engine went out in May of just four months after purchasing the car. We had a warranty and the engine was covered, however we had to use one of Car Hops authorized mechanics. We brought the car in on Monday morning, the mechanics estimated it would take maybe 2 or 3 days to repair. We didn't get the car back until late Friday night. This vehicle is our only means of transportation. The mechanic never bothered to call us to update us, never offered explainations why it was taking so long.
The car then began overheating this spring of 2010. I called Car Hop and they advised me to bring it to the mechanic. The same mechanic who replaced the engine. I had noticed too since the motor had been replaced that we still went through a lot of oil and there was always a small pool of oil in the well by the oil cap. The car needed a water pump, a thermostat and a PVC valve. Car Hop would only cover the cost of the water pump. Well being the motor was just replaced, I was surprised that they didn't replace the PVC valve on the new motor. I was then told it was a refurbished motor, not a new one. I told the mechanic that I assumed all parts should then be functional for longer than a year. Car Hop still would not cover the PVC valve. Again the mechanic told me the work should only take a couple of days. They had our car for a week. They never called us to update us.
When we would call they would not answer the phone. I finally called UAC to place a complaint against their mechanics. The first person I talked to at UAC went round and round with me. Why was I calling? Did I realize my payment was late? Telling me over and over I should really make my payment. I kept telling him that I could not make the payment until I had the car. Once I had the car I could drive the payment over to the dealership. I kept asking him to please take my complaint against this mechanic of theirs. That I was promised the car days ago and not even one curtesy call from them. He would not take my complaint. I called a different number for UAC and got a very nice woman. She took my complaint and told me she'd look into it. She even called the mechanic to find out the status of my car. They told her it would be done that evening. We did get the car that night it was around 8pm.
Just months after the water pump was replaced the rear brakes went out. The brake lines would not release the calipers from the cylinder. We had to pay out of pocket for rear cyliders, pads, and lines to the tune of $700.00. I had contacted Car Hop to let them know that our payment would be a bit late due to this unexpected cost. I'm talking just a matter of a few days here... But my account manager insisted that I fax her copies of the receipts, proving that the work was done and paid for. I did this. But she insisted that I faxed her estimates and not the receipts. I faxed her what I was given at the mechanic and told her this.
I've been unemployed since November. We've been just barely able to pay our rent and make our car payments... But we've managed. I'd just called my account manager today to see about juggling our payments so we could pay a little less at the beginning of the month (when rent is due) and then the rest of the payment two weeks later. She called back saying that they could not do this for us, even after we've been on top of our payments. She did offer to lower our payments by 20.00... But we'd have to sign another contract and come up with the full payment first. She would not let me see this paperwork before agreeing to it. She insisted I could see it after I made the payment. After doing some figuring, this is not helping at all.in fact it's putting more interest money in UAC's pocket.
Sadly, I see that many people have had similar stories to mine. How a business like this can sell faulty merchandise, provide shoddy repairs, extort, harrass, insult, and still get an A with the BBB is beyond me. Look closely at your contracts... I was made to sign a contract saying I would not participate in a class action lawsuit against them. That says a lot about this company.
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