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Business Profile

Food Manufacturers

Hanover Consumer Cooperative Society, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hanover Consumer Cooperative Society, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hanover Consumer Cooperative Society, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 brought my car in for service because I had no heat. They had the car for over 1 month and called to say it was reacy. The heat was still not working. They said they'll work on it and it was another 3 weeks, they called to say it was fixed. This time it wouldn't stay running, they replaced the battery and it wasn't running correctly still. They kept it and now are saying the engine block is cracked from a part they installed. They are saying the will make it right, but I'm hesitant with all the issues so far.

      Business Response

      Date: 11/22/2024

      Dear ******* ***,

      We were deeply sorry to hear that Mrs. ****** did not have the experience with our service center that met her expectations. While we always strive to provide the highest level of service and customer experience possible, we do recognize that there are times when we may fall short for people and appreciate the opportunity to make it right. Our understanding of the chain of events is as follows:

      8/15/2024 The Ohearns made an appointment for their 2005 ****** Highlander because the air-conditioning wasnt working and electrical issues with door panels. Additionally, they requested the car be checked over. We diagnosed the issues as mechanical air-conditioning issues, fixed the issue,tested the car and returned it to Mrs. ******* She later came back in and said it stopped working.
      9/19/2024 The Ohearns brought the car back in. We tested the system and found the thermostatic expansion valve was bad. Mrs. ****** was told the part was on back order (by an employee no longer working for us). ********** called to check on it, speaking then with our Service Center Advisor Supervisor. Our supervisor reached out to check on part and found out it had never been ordered. The part was immediately ordered and replaced upon arrival.
      10/30/2024 The Ohearns came to pick up the car. When they tried to start the car, the car battery was dead. We then jump started the car but ended up replacing the battery.
      11/6/2024 - The Ohearns returned the vehicle because the air-conditioning stopped working again.  We replaced the air-conditioning compressor and found that when k*** was turned compressor would not turn on. In replacing the compressor, the bolts cracked the engine block. We spoke to the part vendor and called the Ohearns to explain the situation and replaced the motor at no charge. We later found a faulty center switch system for the heating and cooling system and ordered 2 used switch systems. Both systems were faulty so new ones were ordered. The Ohearns picked up car and on 11/15 stated the inner fender had come loose and rubbed on the tire. This was an area of the vehicle that we had not worked on. The Oherans also stated that the seat covers were stained.
      11/15/2024 - Our Service Center Manager and Service Center Advisor Supervisor spoke with the Ohearns and explained that we had a new switch and asked if they could bring it in so we could make this right. At this time, the Service Center Manager gave his personal cell number for the customer to call back Friday night about scheduling the repair. The Ohearns seemed happy we were taking care of the situation.
      11/18/2024 - Our Service Center Advisor Supervisor had an email exchange with Mr. ****** regarding the date for the repair.
      11/19/2024  - The Ohearns returned the car in on Tuesday morning for the repair to take place. We cleaned the seats, installed a new switch, and installed a new inner fender. Our Service Advisor Supervisor called the customer, picked the customer up from work, verified all repairs with customer, and ensured that she was happy with outcome. Mrs. ****** was very appreciative, shook hands with our Service Advisor Supervisor and said she would be scheduling another appointment for their inspection and tires soon.
      Throughout our contact with the Ohearns we worked diligently to continue navigating their challenges. We are very appreciative of their continued communication with us and their continued patience throughout the diagnostic and repair processes. We believe we have rectified all the current issues with their vehicle, and we are fully committed to continuing to work with Mrs. ****** to ensure she feels that her needs and expectations have been met and that her issues have been resolved with this matter. 

      Please let us know if you require any additional information or would like to discuss anything further. We are happy to cooperate with the Better Business Bureau and appreciate the opportunity to provide additional details.

      Sincerely,


      **** ************ (She/Her)
      Director of Marketing & Consumer Relations
      Office Hours:Monday - Friday 7:30 - 3:30
      O:************
      M: ************
      ***********************************

      Customer Answer

      Date: 11/26/2024

       
      Complaint: 22497181

      I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Sincerely,

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

      Customer Answer

      Date: 11/26/2024

      That is the day that the engine came out 

      1 the pain and suffering, cost of gas and time with my husband taking me to work. we have had to get up at 2 to get out the house, so we both can be on time for our jobs. the cost of fuel. 

      the cost of the ruined time away that we needed that Friday in August , when a female team member made up stories.

      the mind game , *****, ***** and the coop customer ********************** and board members. sending me to voice mails that the greeting was this email and messages will not be returned and they will not be checking them

      our full refund plus all the nonsense and BS. 

      way back oh, we cant find the part. then my husband called ****** and it was in stock and then called the coop.

      ***** stopped taking our calls and his manager ***** no one else returned a call,***** only returned the call after i filed and let them know an attorney will be involved . i called Hanover coop service center they sent the message to *****. I walked by the car and went to *****. he said oh the highlander is running it was not. the dash was dark and i told him that . that our battery is less than a year old. he then asked a tech , to put a battery in. his rude behavior towards me was nasty .there you go while the  over head garage door  was closed. pretty sure their insurance. company would love to hear that a customer was told to drive the car out.

      each time they toyed with us. then the engine would not stay running . back again . next day they told us they ordered a new engine. it was a used engine and our engine light has been on since . the only time ***** offered to pick me up last Wednesday was after they received the complaint .

      every part they it in they then give us the vehicle knowing it is not functioning correctly. 

      it sounded like a truck. they tried to let that go .

      then oh let the vehicle stay we found the leak in the engine. 

      when we started dealing with them in early august we told them the switch that  lets you adjust the temperature is loose. the freon and everything was working except the dial that regulates the temperature - change the temperature .

      Then another go round oh the part was bad. 

      the OEM cover that is broken in many pieces that was flapping as i enter the 91 ramp less than 1/2 a mile away. we both have our own health issues and the undue stress with getting to appointments and for my job i need to go to other sites .

      a fully refund and compensation is needed !! 

      the guard - gravel guard for covering the engine needs to be bought and send to our home.  the only reason i used that shop is because it was here in Hanover. This car came up from MD - no issues . do you or them know what it takes to pass a MD inspection ? 

      everything has to work. it came here and pass inspection .

      during all this up/ down - our other vehicle took a lot of wear and tear from August so When ***** states they did not work on that part it is a lie it is all attached and tied in together . he admits to putting bigger pins in. 

      the grease stains on the brand new seat covers from wet okole. and the dash! 

      oh and the missing pry tool that was missing and jamming me in my back !!!!

      did they state that after we paid for undercoating at a dealer they undercoat the vehicle ???

      why??? 

      no one told them to change parts and all the drama - the last day ***** said - we think it is that switch - the dial that we spoke of in August. So the car sat there for a week - before it was looked at and another week - when we called oh, you want us to fix it ??? 

      yes  yes fix the dial. my husband had to crawl under and duck tape and zip tie the cover that runs the full length of the vehicle !!!!! 

      that needs to be mailed to us like it went there in one piece. We have our snow tires changed . we cant go through another mayhem. 

       

      the expectation is a new under cover mailed to us and our refund plus compensation for dealing with the many lies and time running back and forth .************* only When ***** offered to pick me up from work as the regular scheduled transit had already stopping running. also if i had been recorded it is illegal. coming then with the  driver seat covered in plastic and a floor a paper cover floor mat was the first and only time.  I had to miss work to come get the vehicle and asked someone to drive to a part of the way as we had other arrangements as they always wait until tbd last minute end of day. this last time oh the part will be in by 10. only takes a few minutes then i hung around Hanover waiting for the car until near to 4 pm . 

      only 

       

      Customer Answer

      Date: 12/04/2024

      Since i did not get a response after i replied 11-26.

      This is far from over!! 

      not satisfied. since they touch that car: vsc - engine light has been on. noise and the car is not being protected from the road debris. as it is in pieces. held up with zip ties and duck tape. that was intact . did they just pull the engine that they crack straight through without taking the shield off??

      I will continue to tell everyone that i come in contact with to stay away from the Norwhich Coop Service center near **** ******!

      there is another person - female that had a brand new car and they left caps off etc and the engine seized heading home to ************. someone else that works in this local area. no one will stand up to them and report them as corporate wont reply the manager wont reply and the less goes on. it has severely impacted our lives. we are Veterans and are being treated . so yes this is a huge set back for us. emotionally, financially. Would anyone else in the BBB or the affluent customers accept this???

      Thank you. I will continue to get legal counsel.

    Hanover Consumer Cooperative Society, Inc. is NOT a BBB Accredited Business.

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