Rock Solid Auto Center

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution wont work for us we went into rock solid because they contacted us telling us they would pay off my wife's current vehicleHowever that was not the caseThey only agreed to it if we bought ANOTHER car from themWe do not Feel comfortable buying another vehicle from rock solid auto centerWe also found out thatrock solids finance company CSA does not report that we are making payments on her car There is only showing an open "inquiry" on her credit from them Regards, [redacted]

Thank you for taking the time to contact us regarding Mr [redacted] ’s concernsWe understand that it can be frustrating when you have a vehicle that does not function the way you need itSince Mr [redacted] purchased his vehicle on June 28, 2016, his vehicle has been into our service center twice on August and October both in Unfortunately, in the time since then we do not have any additional service appointments that have been made therefore would not be able to address any service issues that may have arisenWe do offer a service contract to each of our customers with “covered” items being outlined at the time of saleWe also offer an added bonus to our customers for “non-covered” items by completing additional work at a largely discounted labor rate as well as offering parts at costThe best way for Mr [redacted] ’s vehicle to be diagnosed and begin the course to repairing it would be to contact our service department where he can schedule an appointmentWe do understand that added costs can be difficult and would be able to discuss payment options with Mr [redacted] if that is a course he would need to takeAs the dealership where he purchased the vehicle we are only able to address his concerns regarding our company, whether that be with our sales department, service center, etcand would not be able to address any concerns regarding his vehicle being repossessed as that would be a matter handled with the finance companyIf there are any additional questions or concerns please let us knowThank you

Thank you for taking the time to contact us regarding Ms***’s concernsMs*** did purchase her vehicle from Rock Solid Auto Center on November 15, Since purchasing her vehicle, she has been in Rock Solid’s service department for repairs and on June 8,her transmission was
replaced under her service agreementMs*** most recently brought her vehicle in on June 20,for concerns regarding her transmissionHer vehicle was inspected at no cost to Ms*** even though she was outside of her service contract at that time and the service department was unable to duplicate her concernsOnce a customer has gone past their service agreement, whether due to amount of time or mileage accrued from the point of sale, any repairs at that time are at the responsibility of the customerUnfortunately, because of the mileage of the vehicle at this time, the transmission is outside of the limited warranty provided by our vendorSince replacing the transmission in 2015, Ms*** has put 26,miles on her vehicleRock Solid understands that having vehicle troubles can be frustrating and the service department would be happy to assist her in getting these matters resolvedBecause the service department provides service to solely to the dealerships customers, they are able to provide service with labor at only $45/hour and parts at cost to help customers and minimize the cost to themIf Ms*** would like to move forward with scheduling repairs, the service department representative would be happy to work together to coordinate a time that works well for herThank you Rock Solid Auto Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is not at all what happenedMy issue is that my car was having no trouble what so ever other than the gas smellBut once I got my car back it was leaking water and they said the fan was going badDoes not make senseMy husband Andy did however replace the fans and the car still did not function properlyA/C stopped working the car was overheatingI find a little strange that before my car went into their shop I was having no issuesBut when I got it back my car was all sorts of brokenAnd this would not be the first time we have had issues with them and our vehicles.
Regards,
*** ***

Thank you for taking the time to contact us regarding Mr***’s concernsMr *** did come to our dealership on November to purchase a vehicleUnfortunately, financing was unable to be completed at that time because the verification department was unable to verify the place of
residence provided by Mr***Our sales manager, Steve, contacted Mr*** regarding returning the vehicle because of this and upon returning the vehicle had him sign a form indicating he was surrendering the vehicle to the dealershipAfter further review with our management team, we have agreed to return the remaining portion of Mr***’s down payment as requested to maintain customer satisfaction even though the sale was unfortunately not able to be completedWe will have a representative contact Mr*** directly to coordinate the best method and time to have a check issued to himIf you have any questions please feel free to contact us at any timeThank you for allowing us to address this matterRegards, Rock Solid Auto Center Customer Service

No that is unaaceptable due to the factThat the company is in breach of contractI wanted the car and they took itThey towed it under circumstancesso they need to pay that themselvesThey wanted me to do something not in my contractwhich was watch a videobut in no place in my purchase agreement did it say to do soThey towed it so they need to pay itAnd when I spoke to the woman she said once I got the keys we could start the process of "trying" to get my money backI said that I would return the keys once I had in writing my paid amount of dollarsThey stold the carnunder pretences so there for its their fault not mindsI clearly stated that I was keeping the car I just wasnt going to go in and watch a video not in my contract.Its on the company and Im looking to push to get my whole paid amount back

We have reviewed the complaint with our Senior management team and at this time we have agreed that despite receiving the vehicle back with damage that had occurred while the vehicle was in Mr*** possession which exceeds his $down payment, in order to maintain the best customer service we will return his $down paymentWe will require that when Mr*** picks up a check from Rock Solid Auto Center, that he return the vehicle key in his possessionWe will get in contact with Mr*** directly to coordinate the best time to pick up a check when it is available. If you have any questions please feel free to contact us at any time Regards, Rock Solid Auto Center Customer Service

Thank you for taking the time to contact us regarding Ms***’ concerns regarding her vehicleWe understand that service issues with your vehicle can be frustrating to face which is why we do all we are able to work with our customers by providing our service contract at the time of
purchaseFor work needed outside of that service contract we offer a significantly discounted rate with parts at our cost and labor at $We value our customers and strive to make it a positive experience for them! Ms*** purchased her vehicle from us on May 20th of this yearAs service issues have arisen since then we have worked hard to address them with her and have been able to address them under her service contract at no cost to herHer vehicle is currently in our service center and we will be replacing her transmission and rack under her service contract as wellShe was also quoted the cost to have her rotors resurfaced because it is not a covered item which is explained at the point of saleSince Ms*** made her purchase in May of this year she has put 12,miles on her vehicle which is significantly higher than the average driverThis will speed up the timelines of “wear and tear” that will happen on a vehicleWhen driving at this volume it is imperative to have regular maintenance done on the vehicle at the necessary mileage increments, especially but not limited to oil changes every 3,miles as well as brake maintenanceThis will help to ensure that the vehicle is operating as it needs toThank you again for giving us an opportunity to respond to the concerns presentedFor any additional questions please feel free to contact us Regards, Rock Solid Customer Service Department

I was contacted by Amanda at 4:pm on December 4,in which NOTHING has been resolvedAmanda asked what my ideal resolution would be and said that she would speak with management and call backThis issue is far from being resolved and I'm very frustrated that this company has ignored my numerous attempts to resolve this until I filled this complaintThis company sold me a car with MANY mechanical issues and now since it is disabled they are opting to communicate via force from this complaintI was sold a car in poor running condition, basically forced to purchase a warranty that is useless and this company isn't even willing to pay the $necessary for this car to drive despite the MANY times it has been brought in for servicePoor response from a company that provides poorly running cars confirmed by the many poor reviews on the internetI in NO WAY accept this as being resolvedI feel sorry that Amanda is the scapegoatAlthough she ignored TWO emails it falls in comparison to the MANY unreturned calls to Steven L*** the dealership managerThe only reason they are responding is because they are attempting to defend their standing with the Revdex.com

Good Afternoon - Thank you for taking the time to review furtherOn August 26, we received an email from *** *** a Revdex.com Dispute Resolution Consultant, requesting some additional information and documentationWe were able to send a response to her as well regarding the concerns with Ms***'s vehicle. As I had mentioned in our prior response, the service representative in our service department explained to Mr*** that the fan was not an item covered under their service contract as is agreed upon at the point of saleThe correspondence that took place between our service center representative and Mr*** regarding the fan was a verbal conversation, so I am unable to provide documentationMs*** mentioned in her response that they did have the fan replaced after leaving our service centerBecause this work was not completed in our service center by our staff and they have not contacted the service center since picking up their vehicle on August 12, we are unable to address what exactly these concerns are related toIt is our goal to take care of our customers and we would be happy to inspect their vehicle relating to the concerns Ms*** mentionedIf it is work that is covered under the service contract, then we will take care of these repairs at no additional cost to Mr*** and Ms***If they are items that are not covered, our service center is able to complete any necessary repairs at a significantly lower labor rate than the industry standard as well as parts at our costI had submitted documents to MsWinfield of both the repair order of the work that was completed as well as the signed service contract from the point of saleIf you have any additional questions or would like us to submit these documents online as well please let us knowThank you so much!Rock Solid Auto Center Customer Service

Ms*** has brought her vehicle in for prior visits however she not incurred any cost in our service shopAs previously mentioned, each of our customers do receive a copy of their service agreement which details covered and non covered itemsWe have reviewed her concerns with our senior management team further and because we do understand that it has been a frustrating process for Ms***, we would cover the cost of the labor as previously mentioned as well as cover half of the cost of the $for parts that was quotedSo Ms*** would be responsible for $As mentioned in our previous response as well, we would be able to send her vehicle to the dealership for further inspection for her transmission concernsI can have our service department manager get in contact with Ms*** to coordinate these repairs if she would like to proceed. Sincerely, Rock Solid Auto Center Customer Service

Thank you for taking the time to present Ms *** concernsOur management team has reviewed her concerns and service history as well as one of our representatives speaking to Ms***On 11/17/Ms*** vehicle was towed in to our service shopOn 11/18/our service team
inspected the vehicle and found that the throttle body needs to be replacedAt the time of sale, our customers do sign and receive a copy of their service contract which details the covered and non covered itemsUnfortunately the part needed for Ms*** vehicle is a non covered item, however as she mentioned our service department has offered to cover the labor cost of the repair for herIn regards to her concern with the transmission, she has previously brought in her vehicle to be inspected but our service department team has been unable to duplicate the concern she has mentionedOnce the throttle body repairs have been completed, we would be willing to send Ms*** vehicle to a 3rd party Chevrolet dealership for a secondary opinion and further inspection to best diagnose the repairs neededWith regard to the lack of response Ms*** addressed, regretfully there was a breakdown in communication between her and our customer service department but we have been in communication with her since it has been brought to our attention to apologize and are committed to maintain that moving forward in order to address her concerns. Thank youRock Solid Customer Service

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Sir or Madam: Thank you for taking the time to contact us regarding Mr***’s concerns for Mrs***’s vehicleMrs*** purchased her Chrysler PT Cruiser from Rock Solid Auto Center on July 13, We have reviewed the vehicle history extensively with our
management team and Mrs*** has had her vehicle into our repair shop for service concernsIn order to best address her concerns, we sent her vehicle to the Chrysler dealership at our cost as well as provided a rental car at our cost so Mrs*** is able to have the necessary transportation while communicating appropriate status updates along the wayWe value Customer Service highly and it is our goal to have our customers feel confident in the vehicle they are drivingWe have had direct communication with Mrs*** and she did express she is unhappy with the vehicle, so we have let her know we will have our sales team will be in contact with her to get her into a new vehicleWe are happy to address or answer any additional questions or concerns you or Mrs*** may have regarding her vehicleThank you Regards, Rock Solid Auto Center Customer Service

Rock Solid has reviewed Ms. [redacted]'s service history with our team. We value our customers and stand behind our vehicles. The service technicians have worked to address each concern as they have been able to duplicate them when they inspect and work on her vehicle. Due to the higher than average miles that Ms. [redacted] has put on her vehicle in the time since she has purchased it as outlined in our previous response, she has exceeded the miles as outlined in service contract. The service department did inspect the transmission for Ms. [redacted]’s concern on 6/20/2016 at no cost to her at that time even though she was outside of service contract. Prior to her bringing her vehicle in on 6/20/2016, Ms. [redacted] last brought her vehicle in 8/18/2015. Rock Solid Service Department would be happy to assist Ms. [redacted] by scheduling her repairs at our discounted rate of $45 per hour for labor and parts at cost. For any additional questions please feel free to let us know. Thank you Rock Solid Auto Center

The problem with their response is that there are other problems that were pre-existing, such as the warped rotors that has now caused bad breaks, also the issues with the electrical such as every time I make a turn at night the brights go in and it's a big hassle, especially being pulled over for it, and also the acceptance unit has problems, and the radio has electrical problems. The lights and radio problem is in the steering wheel. I am not going to pay for pre-existing existing conditions and feel they should be covered!

We have reviewed and discussed Ms. [redacted]s service history even further and did not find that the rotors were warped at the time of sale. Not only would this be a large liability for our company but also a bad business practice to put any vehicle out for sale that would be deemed unsafe to drive. Rotors and brake pads do meet necessary safety specs in order to be sold. As previously explained, with the significantly higher volume of driving that Ms. [redacted] has done of 12,500 miles since purchase in May of this year, maintenance will need to be done at a much faster rate than your average driver.Regarding the electrical issues mentioned, unfortunately neither item is covered under the service contract which is discussed at the time of sale. Ms [redacted] is free to take her vehicle to be repaired anywhere of her choosing, however we would be happy to assist Ms. [redacted] in diagnosing and repairing these concerns at our deeply discounted rate of parts at our cost and only $45 labor. Thank you again for giving us an opportunity to discuss these matters.

Thank you for taking the time to contact us regarding Mr. [redacted] concerns with his vehicle. We actually were able to have direct communication today with Mr. [redacted] regarding the process for returning his down payment. It was explained that in order to have the most accurate information in...

determining the amount able to be returned to him, we would need him to return the key to the vehicle. This is our standard process for all customers. We would be happy to work together to resolve this matter as quickly as possible however do need the necessary information to do so. Mr. [redacted] refused to return the key so it was explained to him at that time that the cost to make a new key would be deducted from the returned amount. Mr. [redacted] walked out of the room shortly after and we unfortunately were not able to reach resolution. At the time of purchase Mr. [redacted] paid a $500 down payment. As of now we will be deducting $250 for the cost to have the vehicle towed to our storage lot and $85 for the cost of having a new key made. We would like to also note that upon inspection of the vehicle there was found to be damage to the front bumper that was done after the time of purchase. We are currently working to have an estimate completed to as the cost to repair these damages. We would like to resolve this disagreement amicably and expediently with Mr. [redacted] and can have a representative contact him after the previously mentioned estimate has been completed to discuss at that time the monies available to be returned to him. If you have any additional questions please feel free to let us know. Thank you for your time.

Hello - Thank you for taking the time to contact us regarding Ms. [redacted]'s concerns. We have reached out to Ms. [redacted] and her husband directly, spoke to them regarding the concerns with their payment and they have decided they would like to keep their vehicle. For any additional questions or...

concerns please feel free to let us know.  Regards,  Rock Solid Auto Center Customer Service

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution wont work for us.  we went into rock solid because they contacted us telling us they would pay off my wife's current vehicle. However that was not the case. They only agreed to it if we bought ANOTHER car from them. We do not  Feel comfortable buying another vehicle from rock solid auto center. We also found out thatrock solids finance company CSA does not report that we are making payments on her car.  There is only showing an open "inquiry" on her credit from them. 
Regards, 
[redacted]