Rock Solid Auto Center

Good Afternoon - Ms. [redacted] did purchase her vehicle from our dealership on 3/25/15. It is our policy to process all plates and registration within the allotted amount of time from the point of purchase. Unfortunately, there were some irregular circumstances with the auction and out of state...

Department of Motor Vehicles the caused some delays in the process with Ms. [redacted]s vehicle. On 6/10/2015, our sales department manager was able to speak with Ms. [redacted] to discuss the delays we had encountered, and due to the nature of the delays we were able to get Ms. [redacted] into a new vehicle and provide her with a full tank of gas because we understand this was an inconvenience for her. Thank you for attention to this matter! Customer Service Rock Solid Auto Center

Thank you for taking the time to forward Ms. [redacted]'s to us. Ms. [redacted] owns the vehicle with Mr. [redacted], and Mr. [redacted] brought their vehicle in on August 11, 2015 because of an odor of gasoline coming from their vehicle. Upon inspection, we determined that the fuel pump needed to be...

replaced for their vehicle which was replaced at our cost under their service agreement. Just prior to Mr. [redacted] picking up their vehicle on August 12, 2015, a service technician had found that a fan was intermittently going out in their vehicle. Unfortunately, this is not a covered item under their service agreement. One of our customer service representatives explained to Mr. [redacted] that it was not a covered item and offered to quote him a price to replace the fan however Mr. [redacted] declined stating he would take care of it himself. It is our goal to take care of our customers, and we would still be happy to provide a quote for the non-covered repair as having our own service center allows us to provide repairs only to our customers at great rates. Thank you!Sincerely, Rock Solid Auto Center

Thank you for taking the time to contact us regarding Mr. [redacted]’s concerns. We understand that it can be frustrating when you have a vehicle that does not function the way you need it. Since Mr. [redacted] purchased his vehicle on June 28, 2016, his vehicle has been into our service center...

twice on August 4 and October 11 both in 2016. 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 arisen. We do offer a service contract to each of our customers with “covered” items being outlined at the time of sale. We 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 cost. The 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 appointment. We 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 take. As 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, etc. and would not be able to address any concerns regarding his vehicle being repossessed as that would be a matter handled with the finance company. If there are any additional questions or concerns please let us know. Thank you

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Good Afternoon - Thank you for taking the time to review further. On August 26, we received an email from [redacted] a Revdex.com Dispute Resolution Consultant, requesting some additional information and documentation. We were able to send a response to her as well regarding the concerns with Ms. [redacted]'s vehicle. As I had mentioned in our prior response, the service representative in our service department explained to Mr. [redacted] that the fan was not an item covered under their service contract as is agreed upon at the point of sale. The correspondence that took place between our service center representative and Mr. [redacted] regarding the fan was a verbal conversation, so I am unable to provide documentation. Ms. [redacted] mentioned in her response that they did have the fan replaced after leaving our service center. Because 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 to. It is our goal to take care of our customers and we would be happy to inspect their vehicle relating to the concerns Ms. [redacted] mentioned. If it is work that is covered under the service contract, then we will take care of these repairs at no additional cost to Mr. [redacted] and Ms. [redacted]. 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 cost. I had submitted documents to Ms. Winfield of both the repair order of the work that was completed as well as the signed service contract from the point of sale. If you have any additional questions or would like us to submit these documents online as well please let us know. Thank you so much!Rock Solid Auto Center Customer Service

Thank you for taking the time to contact us regarding Mr. [redacted]’s concerns. Mr [redacted] did come to our dealership on November 22 to purchase a vehicle. Unfortunately, financing was unable to be completed at that time because the verification department was unable to verify the place of...

residence provided by Mr. [redacted]. Our sales manager, Steve, contacted Mr. [redacted] 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 dealership. After further review with our management team, we have agreed to return the remaining portion of Mr. [redacted]’s down payment as requested to maintain customer satisfaction even though the sale was unfortunately not able to be completed. We will have a representative contact Mr. [redacted] directly to coordinate the best method and time to have a check issued to him. If you have any questions please feel free to contact us at any time. Thank you for allowing us to address this matter. Regards, Rock Solid Auto Center Customer Service

Thank you for taking the time to forward Ms. [redacted]'s to us. Ms. [redacted] owns the vehicle with Mr. [redacted], and Mr. [redacted] brought their vehicle in on August 11, 2015 because of an odor of gasoline coming from their vehicle. Upon inspection, we determined that the fuel pump needed to be...

replaced for their vehicle which was replaced at our cost under their service agreement. Just prior to Mr. [redacted] picking up their vehicle on August 12, 2015, a service technician had found that a fan was intermittently going out in their vehicle. Unfortunately, this is not a covered item under their service agreement. One of our customer service representatives explained to Mr. [redacted] that it was not a covered item and offered to quote him a price to replace the fan however Mr. [redacted] declined stating he would take care of it himself. It is our goal to take care of our customers, and we would still be happy to provide a quote for the non-covered repair as having our own service center allows us to provide repairs only to our customers at great rates. Thank you!Sincerely, Rock Solid Auto Center

Thank you for taking the time to present Ms [redacted] concerns. Our management team has reviewed her concerns and service history as well as one of our representatives speaking to Ms. [redacted]. On 11/17/15 Ms. [redacted] vehicle was towed in to our service shop. On 11/18/2015 our service team...

inspected the vehicle and found that the throttle body needs to be replaced. At the time of sale, our customers do sign and receive a copy of their service contract which details the covered and non covered items. Unfortunately the part needed for Ms. [redacted] vehicle is a non covered item, however as she mentioned our service department has offered to cover the labor cost of the repair for her. In 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 mentioned. Once the throttle body repairs have been completed, we would be willing to send Ms. [redacted] vehicle to a 3rd party Chevrolet dealership for a secondary opinion and further inspection to best diagnose the repairs needed. With regard to the lack of response Ms. [redacted] 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 you
Rock Solid Customer Service

I was contacted by Amanda at 4:30 pm on December 4,2015 in which NOTHING has been resolved. Amanda asked what my ideal resolution would be and said that she would speak with management and call back. This 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 complaint. This company sold me a car with MANY mechanical issues and now since it is disabled they are opting to communicate via force from this complaint. I 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 $210.00 necessary for this car to drive despite the MANY times it has been brought in for service. Poor response from a company that provides poorly running cars confirmed by the many poor reviews on the internet. I in NO WAY accept this as being resolved. I feel sorry that Amanda is the scapegoat. Although she ignored TWO emails it falls in comparison to the MANY unreturned calls to Steven L[redacted] the dealership manager. The only reason they are responding is because they are attempting to defend their standing with the Revdex.com.

Dear Sir or Madam:   Thank you for taking the time to contact us regarding Mr. [redacted]’s concerns for Mrs. [redacted]’s vehicle. Mrs. [redacted] purchased her 2005 Chrysler PT Cruiser from Rock Solid Auto Center on July 13, 2015. We have reviewed...

the vehicle history extensively with our management team and Mrs. [redacted] has had her vehicle into our repair shop for service concerns. In 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. [redacted] is able to have the necessary transportation while communicating appropriate status updates along the way. We value Customer Service highly and it is our goal to have our customers feel confident in the vehicle they are driving. We have had direct communication with Mrs. [redacted] 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 vehicle. We are happy to address or answer any additional questions or concerns you or Mrs. [redacted] may have regarding her vehicle. Thank you   Regards,   Rock Solid Auto Center Customer Service

Thank you for taking the time to contact us regarding Ms. [redacted]’s concerns. Ms. [redacted] did purchase her vehicle from Rock Solid Auto Center on November 15, 2014. Since purchasing her vehicle, she has been in Rock Solid’s service department for repairs and on June 8,2015 her transmission was...

replaced under her service agreement. Ms. [redacted] most recently brought her vehicle in on June 20,2016 for concerns regarding her transmission. Her vehicle was inspected at no cost to Ms. [redacted] even though she was outside of her service contract at that time and the service department was unable to duplicate her concerns. Once 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 customer. Unfortunately, because of the mileage of the vehicle at this time, the transmission is outside of the limited warranty provided by our vendor. Since replacing the transmission in 2015, Ms. [redacted] has put 26,225 miles on her vehicle. Rock Solid understands that having vehicle troubles can be frustrating and the service department would be happy to assist her in getting these matters resolved. Because 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 them. If Ms. [redacted] 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 her. Thank you  
Rock Solid Auto Center

[redacted]  [redacted]

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 that
rock 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, 

This business knew that there were more issues to this car that were never dealt with in all the times that I had to keep bringing my car in to their service department. I have a flashing red dot that continues to still flash on my dashboard that was reported but never addressed. They've been advised that my transmission temperature oil overheats and if they reviewed this car that this is an ongoing issue with Dodge Caliber's and that a permanent fix would to install a transmission fluid cooler but this company doesn't seem to look into anything that will help out their customers because all they tell me is that the check engine light isnt on or nothing is presenting itself so they don't know what to do. I've showed them pictures of the red dot that continues to this day to come on. Even when I brought up issues with corporate they just completely stopped communicating back and forth with me. I even went to the finance company to advise then of the issues too. There is something wrong with this car that this company is failing to advise me the customer and now that my warranty is over they refuse to fix it. And want me to pay them. Pay them for a job that they didn't know how to fix in the beginning. I took my car into them and the lady called back and just told me there was nothing they could do for my car and they didn't even work on it for free like they're stating.

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

Good Afternoon - Thank you for taking the time to review further. On August 26, we received an email from [redacted] a Revdex.com Dispute Resolution Consultant, requesting some additional information and documentation. We were able to send a response to her as well regarding the concerns with Ms. [redacted]'s vehicle. As I had mentioned in our prior response, the service representative in our service department explained to Mr. [redacted] that the fan was not an item covered under their service contract as is agreed upon at the point of sale. The correspondence that took place between our service center representative and Mr. [redacted] regarding the fan was a verbal conversation, so I am unable to provide documentation. Ms. [redacted] mentioned in her response that they did have the fan replaced after leaving our service center. Because 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 to. It is our goal to take care of our customers and we would be happy to inspect their vehicle relating to the concerns Ms. [redacted] mentioned. If it is work that is covered under the service contract, then we will take care of these repairs at no additional cost to Mr. [redacted] and Ms. [redacted]. 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 cost. I had submitted documents to Ms. Winfield of both the repair order of the work that was completed as well as the signed service contract from the point of sale. If you have any additional questions or would like us to submit these documents online as well please let us know. Thank you so much!Rock Solid Auto Center Customer Service

Good Afternoon - Ms. [redacted] did purchase her vehicle from our dealership on 3/25/15. It is our policy to process all plates and registration within the allotted amount of time from the point of purchase. Unfortunately, there were some irregular circumstances with the auction and out of...

state Department of Motor Vehicles the caused some delays in the process with Ms. [redacted]s vehicle. On 6/10/2015, our sales department manager was able to speak with Ms. [redacted] to discuss the delays we had encountered, and due to the nature of the delays we were able to get Ms. [redacted] into a new vehicle and provide her with a full tank of gas because we understand this was an inconvenience for her. Thank you for attention to this matter! Customer Service Rock Solid Auto Center

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Since Ms. [redacted] had opened up a line of communication with us prior to filing her complaint, we have been communicating with her through that channel to resolve her concerns. Here is a copy of the email that was sent to her on 8/27/2014 presenting our solution. "Ms. [redacted] -...

Per my email on Friday, I have taken the time to review your paperwork with both our sales and service teams to make sure I got you the best information I could to respond to your concerns. I have reviewed your Vehicle Purchase Order that is located in your sales paperwork from the time of purchase, and have attached a copy here as well for your review. The price of the vehicle listed prior to sales taxes, document fees, and the service contract is $11,366. While I am unsure as to how the estimated value you quoted in your original letter was found, please bear in mind that any private party or wholesale prices are much different than a retail operation would charge. As a dealer, we have many different costs factored in that determine the sales price of a vehicle including, but not limited to, reconditioning of the vehicle prior to sale, auctioning and buy fees, transport costs, and personnel and operations costs. There is a markup that occurs in any retail operation to account for costs and make up a profit. In regards to the compressor, I understand that having a functioning air conditioning is vital in Arizona, especially this time of year. Unfortunately, this is not an item that is covered under any of our service contracts. Our service contracts were created to help cover the cost of the big cost repairs that a customer may encounter, including engine and transmission issues. That being said, it is our goal to provide the best customer service we can. After speaking to the management team and explaining that you have only been in the vehicle for 3 months, we would love to take care of this item for you as a courtesy at this time so you can have air conditioning in your vehicle. I would be happy to get this coordinated with our service department and they can contact you to discuss specific dates that the repairs will be completed. All we ask in return is that you sign an Acknowledgement of Goodwill form with our service department for our records that this is a one-time, beyond our repair contract."Since sending this response I have had communication with her via email and our service department has had communication with her via phone working to schedule the repairs mentioned above at a time that works for her. Sincerely, Rock Solid Auto Center

I was contacted by Amanda at 4:30 pm on December 4,2015 in which NOTHING has been resolved. Amanda asked what my ideal resolution would be and said that she would speak with management and call back. This 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 complaint. This company sold me a car with MANY mechanical issues and now since it is disabled they are opting to communicate via force from this complaint. I 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 $210.00 necessary for this car to drive despite the MANY times it has been brought in for service. Poor response from a company that provides poorly running cars confirmed by the many poor reviews on the internet. I in NO WAY accept this as being resolved. I feel sorry that Amanda is the scapegoat. Although she ignored TWO emails it falls in comparison to the MANY unreturned calls to Steven L[redacted] the dealership manager. The only reason they are responding is because they are attempting to defend their standing with the Revdex.com.

Ms. [redacted] has brought her vehicle in for prior visits however she not incurred any cost in our service shop. As previously mentioned, each of our customers do receive a copy of their service agreement which details covered and non covered items. We have reviewed her concerns with our senior management team further and because  we do understand that it has been a frustrating process for Ms. [redacted], we would cover the cost of the labor as previously mentioned as well as cover half of the cost of the $210 for parts that was quoted. So Ms. [redacted] would be responsible for $105. 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 concerns. I can have our service department manager get in contact with Ms. [redacted] to coordinate these repairs if she would like to proceed. 
 
Sincerely, 
 
Rock Solid Auto Center Customer Service