Complaints

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:07/23/2024

  Type:Product 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.

  Was sold a ******* from Hoffman and within days I noticed significant electrical problems and transmission issues. When they inspected vehicle they confirmed the issues and can't get us in until august 12. My issue is why was car not inspected prior to sale and now I have to go back and forth to dealer for them to handle all these problems individually. Leaving me and my husband leaving work early to make it to all these back and forth to dealer. What process is being put forth so this isn't happening to other customers and what can we do get all my cars problems fixed ASAP

  Business Response

  Date: 07/29/2024

  Our Sales Manager Kyle reached out to ******* and was able to get her into service quickly. She currently has a service loaner and her car is getting a new transmission. 

  Customer Answer

  Date: 07/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:no resolution suggested
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/10/2024

  Type:Product 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 bought a 2020 ******* ******* January 2020. I bought the extended warranty and I was supposed to get a refund because I didn’t hit the miles that I was supposed to be at when I sold it. I gave Hoffman auto proof of sale that I do not own it anymore. They said it would take three months for me to get, my refund I submitted all the paperwork to them in September 2023. I went to the dealership I talked to the finance person Pedro. He said that that wasn’t his department. He told the lady that was her responsibility in the office to come talk to me and she said that wasn’t her job. I’ve been to the dealership three times and gotten nowhere. I’ve had trouble with them since day, one with the service department and sales.

  Business Response

  Date: 05/15/2024

  Our General Sales Manager, Kyle spoke with Mr. ***** on Friday. Our team has issued the cancellation and he is picking up his refund check today 5/15/2024. 

  Customer Answer

  Date: 05/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I bought an extended warranty that was supposed to kick in at 50,000 miles that cost me $5000. When I went to go pick up the check today it was for $643.43 which I have but I am not cashing. If they want to prorate the $5000 to an appropriate dollar amount that’s fine because I only went over by 500 miles. I can’t believe Hoffman auto is doing this to me and I’m very upset. I have gone to this place like six or seven times for nothing
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/20/2024

  The customer purchased an aftersales product that he no longer wants. We cancelled the product for him and **** reimbursed him the prorated amount for the time and mileage that customer has utilized until the cancellation. Unfortunately we have no control over the refund amount.

  Customer Answer

  Date: 05/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my standard warranty went from 50,000 miles to 100,000 or 5 years I only went over by 500 miles. I do not agree with the refund I received from Hoffman. I will find my agreement and send it to you to prove my coverage. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/04/2023

  Type:Delivery 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 ******* ******* from Hoffman Ford/Lincoln in **** ********* **. Part of our contracted deal was getting a cargo cover. This is on my paper work and I was told I would have it the following week.
  I have reached out to the GM and the Sales person. I have left Voice messages, with no return calls.
  Now over 2 months since I picked up my car, I still don't have my cargo cover.

  Business Response

  Date: 12/19/2023

  Our General Sales Manager spoke with Ms. ********** at the beginning of December. We ordered her cargo cover for her and she should be all set!

  Customer Answer

  Date: 12/20/2023

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

• Initial Complaint

  Date:11/22/2023

  Type:Product 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.

  September 16, 2023, We took our 2018 ** ****, to Hoffman ***** **** ******** **, to sell the ** back to Hoffman where I purchase. We informed Kevin R*****-Brand Specialist, that are interested in selling my SUV back to Hoffman. We told him that we were relocating out of the country and needed to sell the truck. Kevin send a person to look at the SUV and drive it. The gentleman came back and said the QUV was running well. Kevin also commented that the SUV is almost like new. Kevin stated he could only offered us $27,000 value for the SUV. We told him that we were not buying another SUV because we are relocating outside of the country. He stated that what is finance manager agreed to.
  Mr. Rs***** asked us if we had a lien on the SUV, we said yes. He said that he would have to paid off the bank and then send us a check for the balance. We agreed and we gave him the bank information on the balance that was owed on the SUV. He paid it off and send us a check for $9,783.36 and told us the Tire & Wheel contract $1,895.00, we took our on the SUV is not refundable. He also said the extended warranty $2,995.00 would be pro-rated and we would received $1,335.15. As of the date of this complaint we have not received the check for $1,335.00.
  The ********* Glasscoat contract for $1,294 is also not refundable.

  Business Response

  Date: 12/06/2023

  Our General Sales Manager spoke with the customer Tuesday, November 21st and let her know that the service contract refund was being mailed that day but there is no refund for the tire protection or simonize. There is no refund for tire protection because the customer put in a claim against the policy so NSD would not refund any money.  She should have received the check and be paid in full. 

• Initial Complaint

  Date:04/12/2023

  Type:Product 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.

  My husband, ****, and I purchased a used 2018 ******* ***** * from the dealership on 09/11/2021. We paid full asking price and only requested that damage rims be refinished. When we picked up the car, we signed paperwork first and then noticed there was body damage not previously seen or disclosed. We also noted only 2 rims had been repaired. The dealer refused to do any additional work to the car. When driving home we were losing air in the tires. The car was towed the next day and repaired. It was due to the tires improperly mounted. **** lost a day of work. We received the car back the next day and then encountered 4 recurring faults involving brakes, headlights, all wheel drive and traction control. It was brought in for repair. This issue continued for nearly a year and was brought in for repair 9 times! It remained unfixed. The dealership had indicated they would buy the car back, but only offered wholesale price, a substantial loss to us. We refused. We were told to bring it to a different ******* dealer to solve the problem. We asked for services records and were only provided with partial records. They attempted twice and remained unsuccessful. We traded the car in at a substantial loss, $24,000 less than we paid for it. We had no choice, we needed a reliable vehicle. The car was traded in on 11/22/2022 and the loan paid off. We received notice on 12/7/2022 from ** **** that we would be entitled to a refund for our GAP insurance, but to contact the dealer. After numerous attempts by phone and email I spoke with the finance manager on 1/24/2023 and was told it was all set and I would receive a refund in 6-8 weeks. On 3/31/2023 I spoke to ******** ******** (GAP issuer) and was told the dealer had not submitted any paper work. I am still awaiting a refund and I have been unsuccessful in reaching the dealership after 3 more attempts. The entire purchase, ownership, and finance process has been horrible and should be illegal.

  Business Response

  Date: 04/18/2023

  We apologize for any miscommunication. Our accounting department cut and overnighted the check to the customer on Friday, April 14th.  

  Customer Answer

  Date: 04/19/2023

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

  as Is typical of my experience with this dealership, I was told a check was mailed on 4/11. Clearly they did not act until the BBB complaint was received. I did get the check and this resolves the GAP portion of this complaint. 
  

  I would like a resolution and compensation for the large loss we took on the vehicle for having to trade it in 15 months after purchase because of the inability to solve the mechanical issues. I would also like complete service records for all attempts at resolving the issue. They were never received despite our requests. We only received partial records. 

  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/13/2023

  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.

  Car was dropped off: 3/6/2023 7:15am
  Car was picked up: 3/10/2023 4:05pm
  
  This complaint is in regards to Hoffman Collision Center. We dropped off our vehicle on Monday to have a rear bumper replaced on our vehicle. Slight issue when dropping off as we were handed the incorrect estimate and when I called my wife to confirm what she had discussed with the shop, the front desk attendant’s became rude and defensive saying if I would give her a minute she would check again. Completely unprofessional, but we got it sorted out and released the car to Hoffman.
  
  We waited patiently for the repairs to be done, I even stopped in on Thursday to get an update and was understanding when an incorrect bracket came in to remount the bumper. The next day were told the vehicle was ready for pick up.
  
  What spoiled the entire experience was when my wife picked up our vehicle with a broken headlight. They showed her pictures of the broken headlight they took after the vehicle was moved into the shop and told her it showed up like this. This was the first time the headlight was mentioned to us. My wife left upset and felt wronged.
  
  When I stopped by to rectify the situation, I spoke with the general manager, Fred S****, who again showed me the pictures of the obviously broken headlight. He claimed they called us earlier in the week and we had given the verbal permission to fix the headlight. Not only did he lie about them calling us, but lied about giving permission to fix it as well. If we had given authorization to fix this why would it not haven been repaired by the time we picked up?
  
  We have spent our hard earned money keeping our vehicles maintained and have chosen to give our business to Hoffman up until today.
  
  I truly don’t appreciate being taken advantage of by a company unwilling to hold themselves accountable for damages created by their employees.
  
  I seek to have Hoffman reimburse me for damages done to our headlight while the car was in their possession.

  Business Response

  Date: 03/28/2023

  Our Collision Center Manager reached out to Mr. ****** last week. They spoke in detail on the situation and came to the resolution that Hoffman would cover the cost of repairing the headlight. 

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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.

  In July 2022, I pre-ordered a 2023 vehicle at Hoffman and locked in the price by giving a deposit. We agreed the vehicle would be leased. When I picked up the car on 11/22/22, Pedro E****, Business Manager, presented me with a lease agreement that reflected a purchase price that was $3,426 higher than the original price. Hoffman based the monthly lease payment on this higher amount. I asked Mr E**** about Hoffman’s commitment to honor the original price, so he entered the original price on the lease agreement. He did not, however, re-calculate the monthly lease payment based on the lower price. This is the source of my complaint: whenever the car price drops, there is a corresponding decrease in the monthly payment. I asked Mr E**** about this, he couldn’t answer, and suggested I sign the agreement. Not adjusting the monthly payment shows a) Mr E**** only made a cosmetic change on the agreement without re-calculating the monthly lease payment and b) I effectively paid a higher price for the vehicle than the agreement shows. On 1/9/23, I e-mailed Mr E**** and Karan Singh, General Manager, asking them to explain why the monthly payment hadn’t changed on 11/22/22. They offered no information and only provided a copy of the lease agreement, which I already had. I e-mailed Messrs E****/S**** again on 1/20/23 asking for additional transparency. Neither replied. I do not believe the monthly payment was calculated correctly. I would like Hoffman to show how the line items in the lease agreement result in the monthly amount. This would assure me that my lease payment was calculated fairly. Otherwise, Hoffman may not be acnowledging their error and may have committed fraud. NOTE: I have attached Part III Motor Vehicle Identification Data because while Hoffman changed the vehicle price on the lease agreement, they forgot to change the sale price on this document. This attachment is proof of the $3,426 higher price, and the price on which they based the lease payment.

  Business Response

  Date: 03/15/2023

  We apologize for any miscommunication and frustration.  In the line item break down we sent the customer is details how the lease payments were calculated for the vehicle. When the customer took delivery they added on additional after sell products which was added to the cost of the vehicle and increased the cap cost. This is detailed in the communications sent from our Hoffman ******* team to the customer.

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising 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 received two emails with coupons from Hoffman. One for each of my two ******. I attempted to use it at the **** parts counter and was told it was only good for service. As usual there are multiple exclusions listed but nowhere on the coupon or in the footnotes(fine print) does it say it cannot be used in the parts department. In fact it says verbatim "$200 off **** Service, Parts or Accessories." In the footnote it says "Valid for over-the-counter purchases." Could not be more clear to me. Not sure what kind of over the counter purchases can be made in the service department. Come on Hoffman! At best this is deceptive marketing, at worse out right fraud. This was a huge failure on their quest to get my business.

  Business Response

  Date: 12/20/2022

  Our sales director has reached out to the customer and has offered the honor the coupon.