ComplaintsforHugo Automotive
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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My 2012 Mazda CX-9 needed a new engine. We were referred to Hugo Automotive when we couldn’t find a local mechanic to replace the engine. My husband contacted Hugo. He said he could do the work and later said he found an engine with 80,000 miles that he could buy to replace the engine in my car. On 3/08/24, he towed my car to his shop. We sent him the required $2200 via Zelle so that he could start work on my car. Once Hugo confirmed that he had the engine, my husband asked him for the serial or vin number off of the engine so we could confirm the mileage. He never gave it to us. We picked up the car on 3/23/24 when he said it was ready and paid the remaining $950 via Zelle at his office. Upon getting it home and checking the engine, we saw that there was not a serial or vin number on the engine block. The engine had been scrubbed clean with what appeared to be a wire brush because you can see the brush marks on it. We asked a friend who is in law enforcement for advice. He stated that an unmarked engine is evidence of theft or hidden mileage. It is illegal to tamper with, remove, or conceal the identification number of a vehicle or vehicle part. I informed Hugo of this and again stated that all we want is proof of where the engine came from so we can have reliable information on it. He still refuses to give us any information. This unmarked engine now significantly lowers the value of my car since engine history can not be confirmed. We never imagined, nor knowingly paid for, the installation of an unmarked engine in our vehicle. Hugo did not like what I said about the removal of the serial number and texted me that the only way to speak with him further about the matter is through legal means.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.