Castle Rock Auto LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

[redacted]Please see attached documents[redacted]
Recently I received the consumer complaint brought upon me and my company from [redacted]. I reviewed his complaint of the issue and would like to address the facts on this delicate situation. On February 17th 2016, [redacted] and his partner purchased a 2009...

Volkswagen Jetta wagon from Castlerock Auto. The 2009 Volkswagen Jetta wagon was advertised through my website as having 3-month/3,000 mile drivetrain warranty included with the sale price. Upon purchasing the vehicle, I explained to both customers that they were still purchasing the vehicle still on a "as-is" basis through the dealership. The Warranty and coverage was a separate entity through a company called Elite Warranty.At the same period of time that [redacted] was purchasing the Volkswagen Jetta wagon from me. I was in the process of having a dispute with Elite Warranty over two separate claims. One dispute was a previous customers of mine having their claim denied and another customer having their contract cancelled with no reasonable explanation. I personally felt that Elite Warranty was not being logical with their business practice and not paying out reasonable claims that were clearly stated in their brochures.Unfortunately [redacted] was misinformed from the information he obtained from Elite Warranty and my status with them. I've done numerous contracts with Elite Warranty and the reason they locked me from their system with because of the disputes I had with them and me refusing to pay for a previous contact that they refused to fully honor. I'm sure Elite didn't share that information with [redacted].In the following weeks prior to Selling [redacted] the Volkswagen Jetta. Him and I talked a couple times and I explained to him my issues and concerns with Elite Warranty. I expressed to him that I was in search of another warranty company and I will contact him when I find one. I also explained to him that I will refund him the difference of the dealers cost ($110-$175) on the warranty if I didn't find a company that met my needs.At that time. That was an offer I was willing to extend to him. I felt that was our understanding and a reasonable way to resolve the issue. Since then, his conduct and behavior towards me and my company has been childish and inappropriate.  A behavior that he obviously didn't disclosed to the Revdex.com. With that in mine!! My desire to offer a refund has diminished.Since this Warranty issue. I No longer offer Free Warranties to my customers. I feel if I just purchase and sell good quality vehicles, the need for short term warranties should be unnecessary. I now leave it up to the customer to decide which warranty company they want to deal with and also make the decision if a extended warranty is right for them. I also know that [redacted] purchase a great running vehicle from me.I wish him the best of luck with his 2009 Volkswagen Jetta wagon and I hope it serves him well. I know as a business owner, I do everything possible to manage a respectable business. ( for nearly 14 years.) I hope the information in my response back from [redacted] complaint is helpful. Hopefully it gives you more understanding and clarity of the situation. Feel free to contact me anytime if you have any other question or concerns.Norman "Rocky" G[redacted]                                                                                                                                    
 Castlerock Auto, LLC

The paperwork for the DMV has been processed. The DMV won't have record of it until it goes to corporate and the title is printed. I have had 2 family members pass away and have been unable to get the key fobs out to you, but I did attempt to call you twice while I was in Portland. It was just a...

miscommunication. I know you have tried to contact me while I was in New York, but I was unable to respond to you at the time because I was dealing with our family matters. You should be getting your keys in the mail within the next few days and a notice of transaction from the DMV, which shows paperwork is being processed.

The customer came in to look at a few cars that we had on the lot and then they left. They came back again and they said they wanted a wagon. After finding a vehicle that the customer might be interested in, the customer asked about the price, we negotiated on price but then said he would come back...

at a later date to purchase. After looking over the vehicle I contacted the customer and spoke to his wife to let them know that after looking over the transmission, the business will not be able to sell the vehicle due to transmission issues. We had a date set for selling the vehicle on Thursday but let them know prior to that date that there were issues with the vehicle's transmission.