ComplaintsforCarl Hogan Automotive, Inc.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car from this place in November 2024. I told this establishment or a specific person that I was buying the vehicle from that they were only allowed to run my credit once. They instead ran it 7-8 times. Then lied to me about it. I was told it would fall off but it has not. I have a cognitive delay and I feel as though they took advantage of me because of my disability. I just don’t appreciate the lies and them ruining my credit and not taking accountability for the situation.

  Business response

  07/18/2024

  We regret that Ms ****** is dissatisfied with the process of getting credit approved for her  purchase of the  21 Toyota 4Runner  from Carl Hogan Automotive in November 2023.  Ms ****** signed a credit application giving us permission to pull her credit which we did once. It also gave permission to the banks that we submitted her deal to as well.  This is normal procedure as each bank has to do their own credit  investigation. Her deal was submitted to several banks in order to find her the most favorable terms. Again we regret that Ms ****** did not have a clear understanding of the process. 

  Customer response

  07/18/2024

   

   Complaint: ********

  I am rejecting this response because: I was told false information and lied to. No where in the process was it explained to me there were 7 other businesses that were going to pull my credit. I was rushed in signing the documents. Now I see why. This is what I consider unprofessional and shady behavior. I will no longer do business with this establishment in the future. *** doesn’t work there anymore and it was her first time selling a vehicle with this business. I hold the man I dealt with responsible for this situation. I knew my credit score was going to drop but I went from a 693 to a 637. 56 points. Had I known this I would have used a credit union to finance my vehicle. I was told the hard inquiries would fall off by *** and that it would only affect my score by 2-5 points. Hard inquiries are still on my report. Pictures are attached for proof.

  Regards,

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

  Business response

  07/18/2024

  Since we have no access to the customers present credit report we cannot comment on what factors have affected her score. The customer signed an application giving the dealership and the banks legal permission to access her report. Without this permission there is no way Ms ****** would have been able to finance the car. Other than this we stand by our original statement and will have no further comments on the matter. 

  Customer response

  07/18/2024

   

   Complaint: ********

  I am rejecting this response because: What I am trying to explain is that I should have read the paperwork. The paperwork and what I was signing was not properly explained in my situation. I felt rushed. I was the last person at the business that day. I didn’t feel as though I had the time to thoroughly read the documents. I was given a brief description of what I was signing instead. I was not told about the 7 other inquiry’s to be made. I hold them accountable for false information that was given from past and current employees. It was misleading and provided a different representation of what I was buying and how I was buying that item. 

  Regards,

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

  Business response

  07/18/2024

  We stand by our original statement

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 19, 2024, I dropped off my car for an oil change, tire rotation, and to have the passenger door handle checked, which had been having issues. I explained that I have an extended warranty, and the staff assured me they would contact the warranty company.However, when I received a call about my vehicle, I was informed that I owed an additional $155 plus tax for a diagnostic fee because my warranty did not cover the door handle part. At no point was I informed beforehand that a fee would be assessed. I mentioned my warranty both when making the appointment and when dropping off my car, and no one explained that I would have to pay a diagnostic fee.When I asked to speak with a manager, I was given a series of excuses and still had to pay the fee to retrieve my vehicle. This is an unacceptable way to conduct business. All fees and requirements should be disclosed upfront.

  Business response

  06/20/2024

  We regret that **************** did not have a clear understanding that there would be labor time charged for the technician diagnosing the repair. Our service advisor explained this at the time of drop off but **************** kept remarking that he purchased a "premium" service contract and he had no doubt it would be covered. Unfortunately his service contract company, Endurance, which was not purchased from us, denied his claim. Nevertheless, our technician invested his time and it was charged on his repair order. We are confident that this was explained as previously stated. Once again we regret the misunderstanding. It seems **************** should be filing his complaint against his service contract provider as opposed to us. 
  
  

  Customer response

  06/20/2024

  [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 Administratively Resolved]

   Complaint: 21876989

  I am rejecting this response because:

  Regards,

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

  Customer response

  06/20/2024

  The response provided by the company is completely false. As a twenty-year member of the armed services, I hold myself to the highest standards of integrity and would never lie about this situation. I never claimed to have premium coverage, nor was I informed of a diagnostic fee until I arrived to pick up my vehicle.
  
  It is deeply unfortunate that a company would create a false narrative to discredit my integrity, both as a man and as a senior noncommissioned officer. This experience has been profoundly disappointing and saddens me greatly.
  
  
  

  Business response

  06/20/2024

  It was never stated that we felt the customer misstated the truth but misunderstood due to the fact he was confident his extended warranty would cover the repair. We deal with numerous service contract claims and it is part of our process to explain upfront every time that the customer may be responsible for any charges not covered since no repair is authorized until we get approval form the warranty company.  We can understand the customer"s disappointment, the service contract we offer here would have covered the door handle but the one he purchased evidently does not. 

  Customer response

  06/21/2024

  [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 Administratively Resolved]

   Complaint: 21876989

  I am rejecting this response because:

  Regards,

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

  Customer response

  06/21/2024

  Again, prior to dropping off my vehicle, I was not informed about any diagnostic fee. When I raised my concerns about the fairness and ethics of this practice, the manager, ******, apologized and assured me that she would address this issue with her staff to prevent future occurrences. 
  
  I respectfully request a refund of the $155 diagnostic fee. This unexpected charge could have been problematic for a customer without the means to pay it. This experience has been highly disappointing, and I intend to inform my fellow military members about the way this dealership operates, urging them to be cautious.
  

  Business response

  06/24/2024

  Again we regret any misunderstanding but stand by our original response.

*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. ↩