Rock Solid Auto Center

Thank you for conveying Ms. [redacted]’s complaint to our office. Rock Solid Auto Center is working harder than ever to provide the best possible customer service to our customers, and we have always done everything within our power to make sure the resolutions we provide are fair. We...

are disappointed to hear that Ms. [redacted] has had a bad experience with our company, especially as we have been actively working with her throughout this process. Our General Operations Manager, [redacted], has been in direct contact with Ms. [redacted], and has been working with the Service Department in an effort to help her get better service and communication. Ms. [redacted]’s stated problem deals heavily with complaints against her finance company, Credit Security Acceptance Corp, which we c[redacted]ot address. Specifically, issues regarding her payment history, interest rate, credit reporting, and liens held. That being said, we’d be happy to address the mechanical issues she has documented, as well as respond to her desired settlement. According to the service history for the vehicle, we show that Ms. [redacted] purchased her 2007 Pontiac G6 from Rock Solid Auto Center on February 1, 2013.  In the year and a half that she has owned the vehicle, it has only been in for service in our shop twice, with the first visit occurring in April of 2014. It’s important to note that we do not show a single recorded oil change or routine maintenance appointment with our shop at all during that time period, even though they are provided free of charge with the service contract that was purchased. Not only is the vehicle more prone to mechanical failure when maintenance isn’t performed, the service contract can also be voided if a mechanical failure happens as the result of said maintenance being performed. Lastly, the customer doesn’t get the full value of their service contract if they choose not to have this maintenance performed. While a customer is within their rights to have this routine maintenance performed at an outside shop, Rock Solid, as the provider of the service contract, has the right to request proof that this routine maintenance is being performed in accordance with the agreement made by the customer. After reviewing the service history with our shop, we were told the following: The vehicle was first brought into our shop on April 10, 2014, and the customer stated that the vehicle had a check engine light present, and that the vehicle sometimes takes a long time to crank up. After inspecting the vehicle, it was determined that engine code P0420 for a catalytic converter operating below efficiency, and code P0128 for Thermostat operating below regulating temp were present. Our mechanics replaced the thermostat, and cleared the Efficiency code. Ms. [redacted] was told to keep a look out, and if the check engine light appeared with the same code again, the catalytic converter may need to be replaced. As the Catalytic Converter is not a covered item under our Service Contract, the hope was that once cleared, the code would not resurface, and the customer would not have to pay for a repair out of pocket. The vehicle was towed into our shop on May 16th, 2014. At that time, the battery was dead and the vehicle wouldn’t start. The check engine light was on again, and now the AC was determined to have failed. Three windows were not functioning correctly, and we were asked to check the brakes on the vehicle. It was determined that a new battery needed to be installed, along with brake rotors, a master window switch, an AC compressor, and a catalytic convertor. We replaced the battery for free under her service contract, and it was necessary to install a PCM and a throttle body before we could test the catalytic converter, so we covered the cost of this work on our end. Though these repairs are not covered under the service contract, we were told by our General Operations Manager that her finance company, CSA, has been in contact with our service shop, and addressed the possibility of them financing repair work to help Ms. [redacted] out. Since nothing is finalized, we are not aware of any further details regarding that arrangement. Over the course of her ownership, Ms. [redacted]’s vehicle has been in Rock Solid’s shop twice, and in both circumstances we have done everything within our power to minimize the inconvenience and cost to her. We apologize that there are necessary repairs that are not covered by the Service Contract, but we have been transparent about the full list of covered items since she first agreed to purchase it. No service contract can offer bumper-to-bumper coverage, but we provide the most extensive coverage we can to maximize the value of our offering to the customer. We would be happy to perform the repairs necessary to Ms. [redacted]’s vehicle at the discounted rate offered to our customers who have purchased vehicles from Rock Solid, and will make sure that she is contacted with a complete estimate if she has not already been by the time she receives this response. Thank you for your time.

Sincerely,

Rock Solid Auto Center

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 happened. My issue is that my car was having no trouble what so ever other than the gas smell. But once I got my car back it was leaking water and they said the fan was going bad. Does not make sense. My husband Andy did however replace the fans and the car still did not function properly. A/C stopped working the car was overheating. I find a little strange that before my car went into their shop I was having no issues. But when I got it back my car was all sorts of broken. And this would not be the first time we have had issues with them and our vehicles. 

Regards,

Review: My Problem is I purchased a 2004 Pontiac Grand Prix, I got two sets of Temporary Tags, I called about my Plates They told me there was an Issue getting a Title, So they sold me a car with out a title, The car also had the wrong sized Tires on it. I had a blow out and Plowed the car into the curb witch Broke the Tie Rod on the drivers side. It was on a saterday, I could not contact the insurance they had provided me with for the full coverage of the car. I continued to make payments up untill Febuary, and the car was still in my driveway with no Plate to drive it, Wrecked, and no one to help. I tried explaining to them on the phone my Situation and the guy just told me I have to make a payment and its not his problem, So I told the to come and get the car.Desired Settlement: I would Like them To Stop sending me Certified mail letters, about collections, and Pay off the 7,000 daller remainder I owe on the Vehicle, Or Pay me back from December To Febuary When I couldnt drive the car, and get me another vehicle To take over payments where I left off on this one

Business

Response:

Thank you for taking the time to pass Mr. [redacted] message along to us. We truly appreciate the opportunity to respond to the claims therein; as this is the first time our customer service department has ever heard anything from Mr. [redacted]. It seems as though Mr. [redacted] has taken issue with four separate companies, but has chosen to level all of the complaints against Rock Solid Auto Center, the dealership that sold him the vehicle. His claims address our company, the auction we purchased the vehicle from, his finance company, and his insurance company. We will do our best to adequately respond to the statements from start to finish, and explain how these other entities come into play. Mr. [redacted] statement about receiving two sets of temporary tags is correct. The scenario that happened with his vehicle is one of those one-in-a-million situations, which unfortunately did happen. When Car Dealerships purchase vehicles from auto auctions, the auto auction is responsible for obtaining the title to hold in trust until the vehicle sale is finalized, and payment is transferred from the buyer to the seller. In this case, the auction did not send Rock Solid the title, as they should. After pursuing the auction and the seller about getting the vehicle title for a few weeks, we received it. When we went to process the title into Mr. [redacted] name, we were told by the MVD that the title that was given to us was not the most recent one, and that we had to return it to the auction, and pursue the seller once again for the most recent version of the title. During this process, Mr. [redacted] temporary tag was set to lapse, so we asked the MVD to process a provisional thirty-day tag in the customer’s name while we obtained the corrected title. The corrected title arrived at our dealership on December 15th, and we processed the title and registration into Mr. [redacted] name that same day. We apologize for any inconvenience this situation may have caused Mr. [redacted], but Rock Solid Auto Center took all the necessary steps we had available to us to ensure that the process was as seamless as possible for Mr. [redacted] as we could make it, and he was completely covered and legal to drive his vehicle for the entire duration while we sorted out the problem with the auction and the seller. As mentioned, Mr. [redacted] plate had been available for pick up since December, so we are unsure why he claims that his vehicle still had a temporary tag on it in February of this year. Next Mr. [redacted] claims that ‘the car also had the wrong sized tires on it’ which caused a tire blow out and an accident. We have reviewed the service records of the vehicle, and at no point did Rock Solid Auto Center replace the tires on the vehicle since it was purchased, and Mr. [redacted] never once had the car in our shop for any work. Mr. [redacted] states that he ‘could not contact the insurance they had provided me with for the full coverage of the car.’ Rock Solid Auto Center is a car dealership. We don’t provide insurance of ANY kind to our customers, we simply require that they meet the state guidelines, along with those of their finance company before they are able to drive off our lot. We have no control over who a customer contracts with, or that company’s hours of operation in the future. Also, we can’t speak towards the policies and procedures of the finance company the customer elects to work with, but when a company finances the purchase of a vehicle, they expect their payment, regardless of the condition the vehicle is in, so that doesn’t strike us as being out of the ordinary. Rock Solid Auto Center does not deal with collections, and we certainly don’t send out certified letters or have conversations regarding deficiency balances owed. As the title issue was resolved months ago, and during the entire timeframe we were working on it, Mr. [redacted] was covered and legal to drive on his end, and since we have no record of him ever once contacting our service department in regards to issues he felt existed with his tires, we are unsure why this complaint was leveled against Rock Solid Auto Center. Thanks for taking the time to pass this contact along to us, and we hope we have adequately respondedto all the claims expressed.Sincerely,Rock Solid Auto Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ok First off, The Tires on the car were never inspected prior to the sale? So false advertising, you dont Compleatly inspect the vehicle before its sold? I also understand that you are a car dealership If the thirty dallers byweekly I was being billed for wasnt insurance what was it for, From my understanding it was insurance I called two or three times to get the claims dept for that. all I recieved was a phone number where I sat on hold for 3 hours. and I call Bs all over you had my tags since Dec 15, 2012. You or the Dmv Would have notified me. I called twice in January asking why I havnt recieved a Plate yet Regards,Allen [redacted]

Business

Response:

Thanks for reviewing our response and responding back. For the sake of clarification, we did not say that we never inspected the tires, simply that they were not replaced by our shop before Mr. [redacted] purchase. While the inspection process our vehicles undergo is expansive, our shop determined that replacing the tires was not necessary at the time the inspection took place. Next, we are unsure what the Thirty Dollars you were being billed for bi-weekly was for. It is quite possible that it was an insurance charge, but as you stated you understand, we are a car dealership, and don’t provide Insurance. All drivers are required by the State of Arizona to obtain and maintain liability insurance, and we as a car dealership are required to make sure you have that coverage before you leave our lot. Your finance company also has insurance requirements, and we assist you to find suitable coverage to meet your contractual agreements, but again, it is not provided or maintained by Rock Solid Auto Center. This is the same as any other car dealership in the state. Finally, before we provided our previous response, we obtained a copy of the electronic title placed in Mr. [redacted] name. We mentioned that our internal logs stated that they were processed on December 15, 2012. The electronic title supports our assertion, as it states that the electronic title was recognized and accepted as of December 19,2012. We would be happy to provide a copy of this electronic title to Mr. [redacted] or the Revdex.com if you would like, additionally, that date should also be on the registration. The MVD does not notify customers, ever, that their plate and registration has been processed, and as a policy, Rock Solid Auto Center also does not either. We simply do not have the manpower and staffing to call 60-75 customers per month, after their plates have been processed. This policy is detailed in the paperwork we give our customers and explained to them, though in this circumstance, a sales consultant should’ve made a call to Mr. [redacted], rather than waiting for his temporary tag to run down and him to call them. Mr. [redacted] also states that he did call our location in January to ask about his tags, and we are unsure why a representative at our location would’ve told him they were not available without checking the plate inventory first. Mr. [redacted] doesn’t state what the representative he spoke with about his plate in January said, so we will reaffirm with our staff the need for diligence in reviewing the license plate inventory when a customer calls in about their plate. Thanks,Rock Solid Auto Center

Review: I brought a car through this dealer and I still have yet to receive my tags 78 days letter they gave me a 45 day tag at the time of leasing they told me my plate would be in before that tag expired due to me a car before I know the process. Two days before my tag expired I called to see if my plate was in they advised it was a issue at the DMV and asked me to come get a 30 day tag they are 25 miles from where I live so I had them email it to me. That 30 day tag just expired I call before it did and asked was my plate in they told me to come down and get it. I get there and the man advise they don't have my plate and when they brought my car from the auction they did not get the title and they still have not gotten it so they don't have proper paper work to get my plates yet I've been paying a car not they have no title to.Desired Settlement: I would like for them to let me out my contract and give me my money back for both my payments and down payment with out this affecting my credit since they illegally sold me a car

Business

Response:

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

Rock Solid auto has a poor reputation with the community it resides in. It is obvious due to the cookie cutter responses for each Revdex.com complaint filed that they are very good at not satisfying their customers. I was lied to about a vehicles condition and repeatedly given the run around. The owner seemed nice upfront but then as soon as you he is challenged with questions he turns into a real malefactor. This business and its owner are very untrustworthy. They buy their vehicles from auction, vehicles that big name dealers won't touch because it will cost too much to repair whatever is wrong with them. Then they do a nice detail job on them and sell them for what seems like reasonable prices. However, you are actually purchasing inferior vehicles. Do not shop for your new to you vehicle at Rock Solid Auto Sales.

Review: On the 25th of June I recently purchased a 2006 Pontiac g6 from rock solid auto in Mesa. we did take the car for a test drive on the smooth roads around the car lot and everything seemed too great. now while driving home I noticed and really bad clunking in the steering turning from left to right and also going over the rough road here in Phoenix Arizona. so on the 26th early in the morning I take the vehicle back to rock solid on O under the state issued warranty for the vehicles and also under the extended warranty / service agreement that you purchased along with the vehicle at the dealer. I told them my complaints about the vehicle and they said that it was a intermediate shaft in the steering. so they replaced that free of charge And said that everything was good. so I Drive off and immediately I noticed the same noise underneath the front end of the vehicle and I take it back and the guy That was handling my issue told me that it is a used car with a lot of miles and there is nothing they can do about it. Bs. as per my service agreement in my contract all steering components are covered under my service agreement. they will do nothing to fix this and I am quite upset especially since we took the car back on day one to let them know what the problem was. it is my belief that is so darn expensive to fix the real problem in the vehicle that they do not want to deal with it. To be honest I don't blame them but then again that is bad business. also at the signing of contract they do not go over the contract with you in person during the signing. I thought this was a little odd but at the same time I thought it was kind of cool because they sit you down in a little tiny room with a virtual computer lady that goes over the contract with you. with that being said after my husband was going over the purchase agreement noticed on page 1 of 3 of the purchase agreement there is a portion on the paper that says attention purchaser: sign here only if the dealer told you that this vehicle has the following problem and or problems and that you agree to buy the vehicle on those terms. there is three lines numbered 1 through 3 and on the number one line it says unibody frame. now I asked the guy that was doing the repair work to the vehicle to the begin with on the intermediate shaft on the steering column and he told me that there was nothing wrong with the unibody frame. well if there was nothing wrong with the unibody frame then why is it on my purchase agreement for the vehicle. I also asked that if there is nothing wrong with the unibody frame if they could redo the purchase agreement and take that off of the purchase agreement and he said no and that there is nothing that he could do about that. Bs. and to be honest since I have already had an altercation with these people I am afraid that if they do try to make any more repairs to my vehicle that they are going to sabotage it in some way shape or form and I would like to have the vehicle taken to another place to be repaired and or to return the vehicle and all down payment monies returned. thank youDesired Settlement: my desired outcome would be to have the vehicle fixed 100 percent completely. But since they did try to Dr the contract in the purchase agreement by putting the unibody as something that is wrong with the vehicle before we buy it and then to tell you to your face that there is nothing wrong with it and will not fix the paperwork there is something very funny about that and I am not willing to have or to take delivery of another vehicle from that dealership. nor am I willing to let them make any other kind of repairs to that vehicle because obviously they are not very good at what they do and I am a very mechanically inclined person unfortunately this is something I did not catch before we bought the vehicle

I was referred to rock solid by a buddy of mine a couple years ago and it has been a horrible experience a lot like a nightmare. They are extremely unprofessional and reliable with the service they offer you like the warranty and comp and collision. They lure you in by advertising 500$ down n you drive away but then they pretend to hold a conversation with the financier and say they can't get you approved unless you hand over another 500$ I have never felt so let down by a business especially after paying such high interest .... Overall it's been a learning experience and a huge upset / set back dealing with such a unreliable dealer definitely not worth it

I purchased a car a couple weeks ago at Rock Solid Auto and had a great experience with them. John is the salesman who helped me out. I didn't feel pressured or haggled by him. He was very nice and professional. I was happy with the outcome of the price and the car. I would recommend this place to others. Thank you John!

Were do Start. I got my.car in nov 2015' I had cancer surgery that was a surprise to me on dec 2015' I fell 3 days behind in payments . Was told to send in info by meguel an jessenya an they would fix the payments to were I dont have to go with out a car for four days every other week. Nope they got they info an now are telling me they will be saling my car an will garnish my wadges . I am a single mother of three. The car is a 04 marques worth 2k they charging me 9k .. I lost my home trying to keep up my payments . My credit is not very good. But they will not work with me. Knowing I cant be in the sun so busing is not an optional. The people are rude an like to make you feel like crap.. 3 days they wont work with you. Smh very bad company

I was told that they were going to report all my payment to the 3 credit bureaus so they could help me build my credit wich they never did( since 10 months ago). Went [redacted] and [redacted] dealship both said theirs no record on file on the car that I purchased. I was told to hold on to the car for at least 8 to 12 months so my credit could get build and I'll be able to trade it in or refinance, which I can't cause their no credit report car I financed. And other bunch of lies they also stated they would also do to my car for maintnence or service when the contract says something differn't. Also never got a copy of the paper work I sign [redacted] now ( 10 month later).sad part about it, it was the supervisor sold me the car.

I am the owner of a 2007 Chevrolet HHR that I purchased from Rock Solid Auto.

We purchased the vehicle with no known issues on April 19th 2014. We were according to Rock Solid, “a little too honest”, as is their office motto during the application process. The vehicle we purchased ran great for a used car at first. There was a slight popping noise as the vehicle went over humps, but we figured nothing of it. There were a number of cigarette burns that were overlooked in the interior, but at the time we were in need of a vehicle. About 4 days after the purchase, the popping sound under the vehicle became louder. We also started to hear grinding in the brake system. I was going to schedule to do the service myself, but then about a week or so after that, the Check Engine light turned on. We notified Rock Solid of the known matter, and we were advised to bring the vehicle in for a maintenance check. Unfortunately my work schedule detained me from dropping the vehicle off. At the time I was training for a new position for my employer. About 3 weeks after these issues started, I finally got the chance to drop the vehicle off at Rock Solid around 9:30pm on June 5th 2014.

There is a drop box at the front entrance of the service center, and envelopes for the keys to the right of the door. On the envelope, there is a checklist to fill out what needs to be addressed on the vehicle. I clearly stated that there was a grinding, sort of popping sound under the vehicle, and that the check engine service light was on, and also the issue with the brakes. The service center was in possession of the vehicle for less than 14 hours. When I picked up the vehicle on Saturday June 7th 2014, I went over the maintenance paper work that was done on the vehicle with [redacted] the sales representative whom I purchased the vehicle from. I noticed that the paperwork showed that the brakes have been cleaned, readjusted and checked. The sway bar had been replaced, but the grinding/popping noise cause could not be determined. Nothing was advised on the paperwork that the check engine light was even inspected. I was told by [redacted] because it was so late in the evening, and the service center was not open on Saturdays, to contact them Monday morning.

I contacted the service center on Monday June 9th 2014, and spoke with [redacted]. I advised him that the issues were still ongoing, and the popping noise was louder than before. I advised him that nothing was done with the check engine light as well. [redacted] advised me to bring the vehicle in immediately to have it serviced. My wife felt extremely uncomfortable with me driving the vehicle back to the service center, so we scheduled to tow the vehicle with the Tow truck company that Rock Solid Auto uses on June 12th 2014.

The Rock Solid Service center was in possession of the vehicle starting June Thursday June 12th 2014. On Monday June 16th 2014 I received a phone call from [redacted], a service center representative stating that the problem was still ongoing with the vehicle, and they could not figure it out. I advised them to keep the vehicle until the matter was resolved. On Tuesday June 17th 2014, I inquired about the service that Rock Solid offers by renting a vehicle for their clients through [redacted] Unfortunately I do not possess a bank account, or a credit card to receive these services, as [redacted] request a $50.00 reversible deposit from the driver. [redacted] continued to update me throughout the week, informing me that that noise still was not addressed, and also the check engine light was not addressed. I finally worked something out with [redacted] to rent the vehicle, and on Wednesday June 18th 2014, I contacted [redacted] to set up a vehicle rental for me.

I was told that he would contact me by the end of their business day to have the rental set up. [redacted] did contact me to let me know that my vehicle would be ready by the next morning, Thursday June 19th 2014.

The vehicle was not ready until after 2pm on June 19th 2014. I was told by the service center, and it is stated on the work order from Rock Solid Service center that they replaced the catalytic converter (muffler), with a new one. I was told that the mounts, ball joints, and a few other mounting parts have been replaced with brand new parts. I was also advised to sign a waiver, basically stating that these parts were not covered under the warranty, and if I ever needed this serviced again, there would be a fee.

As soon as I was done signing the paperwork, I left Rock Solids sales lot. The check engine light was turned off, but the popping noise was still in effect. I did not notify Rock Solid of this matter, because as soon as I got home, I started to contact [redacted] to schedule an inspection. The only appointment for the vehicle to get a new car service check was with [redacted] on June 27th 2014.

On Friday June 27th 2014, I took my vehicle to have it checked at [redacted]. I explained to [redacted] what the issues were, and they were on going. I advised them that the vehicle has been serviced for the same issue, but the problems were still ongoing. I provided them with the service paperwork that was given to me from Rock Solid Auto Service Center. The Manager at [redacted] took me to see under the vehicle. I was told some parts were replaced with used parts, but as mentioned in the paperwork given to me by Rock Solids Service Center, some of these parts were used. It also looked like some parts weren’t replaced at all. The Catalytic converter was replaced, but it did appear to be used. In the paperwork, it stated that it was new. The Sway bar was replaced, but used, and the ball joints were replaced. These appeared to be new. There is a MAJOR issue with the mount directly under the engine, and it needed to be replaced. According to the servicemen at [redacted], any mechanic looking to fix sounds, or issues with the frame, or suspension should have noticed the issue that needs to be replaced immediately.

There is a boot directly under the driver side mount that has been torn, and it should have been replaced when the mounts at the time when the mounts were said to be replaced. I took one of the service reps from [redacted] for a drive to let them hear the sound that I was talking about. We went back to the shop, and the vehicle was lifted on a bed style lift so that tires were not suspended. The second and final time I was taken to check under the vehicle, I was shown that both upper strut mounts are bad. The sound can be heard when the wheel is turned, and I even put my hand to feel the popping noise I had been hearing this whole time. According to the service paperwork from Rock Solid, these were replaced with new parts.

According to the service center at Rock Solid, this noise was never found…

I tend to get a little upset when I am told by the service reps, “I did purchase a used vehicle”. I have purchased new vehicles in the past, and they have lasted me a long time with barely any minor issues. I specifically said to [redacted] and [redacted], the Sales Manager at Rock Sold, that I did not want a car that I can’t afford. I am not talking about the payments. I am specifically speaking of the time and energy to keep the vehicle running, especially being such a new “purchase”. I was told that out of all of the cars on the lot, the HHR was the vehicle that had the most amount of money put into it.

To be honest, I am not interested in getting another vehicle from Rock Solid. This has left a sour taste in the mouth.

I appraised the vehicle that I traded in to Rock Solid in October of 2014 with [redacted], and at the time of appraisal, the vehicle was only worth about $300 dollars. In my paperwork, it clearly states that my 2006 Uplander was worth over $2,000 dollars, and that is what was used towards my down payment on this vehicle. I am not trying to get any monetary reimburses. I really want to be finished with this whole ordeal.

I am just trying to remove myself from a contract with people who operate a business un-ethically, and continue to do so by giving me the run around.

Review: I am extremely disappointed in my recent purchase and regret it

tremendously, not only did I learn that I got screwed over with the amount I

am paying for my used car, a reasonable price for Hyundai Elantra 07\', was

$7070 I got charged $12,361. that is almost double! I didn\'t know better

and feel like I was taken advantage of! so that alone has me pissed off,

excuse my language. Next, 30 days in purchase of the car my a.c started

acting up I then started to just turn my a.c off before turning off the car,

that seemed to have resolved the issue, until a month later it just quit

working all together! Now today 08/20/2014 I finally had the opportunity to

go to ROCK SOLID and have my vehicle looked at. I was then told that I

needed a new compressor, which was going to cost me aprox $775! My WARRANTY

doesn\'t cover it! From my understanding you GUYS throughly inspect the

vehicle before selling, a compressor just doesn't randomly go out. I also

took my car in 5 days after purchase for a new hose for the coolant because

it was leaking! I refuse to pay for that when I am paying $995 for a

warranty! On top of 1000\'s of dollars extra for a piece of CRAP vehicle! I

don't even have money to get a rental car while its even being fixed, i

have had the car for about 90 days and find this absolutely ridiculous!

The only reason why I even purchased they car from them is because [redacted] specifically told me I couldn't get approved for a new car, That I was being unrealistic.Desired Settlement: Either have the car priced at a reasonable price which is 7075, and get my ac fixed free of charge or give my car back to them an they give me my total down payment back of 2200.

Business

Response:

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

Review: I was impressed with the overall sales team, the finance manager and the confidence and the reassurance I received about the 2 yea 24,000 mile warranty made me feel good about buying this used OVER PRICED CAR but my pleasant experience stops there.

I bought my car 8 months ago and it has been in the repair shop no less than 6 times until it finally decided to die and leave me stranded on a highway. My car was towed in only for me to be told that the part ISNT under this warranty that was forced on me to take. Please keep in mind that "this part" is necessary for my car to start, drive and etc but IT ISN'T COVERED!! I spoke with Steven L[redacted] the dealership manager ONCE and he assured me he would talk to the service department and come up with a solution and call me back.. He lied because he never called back and my calls to Steven L[redacted] the dealership manager have yet to be returned, the emails to the customer service department have not been responded to either.

My car has been in the shop no less than 8 times and repeatedly for the same problem on a couple of those visits. My car has a transmission issue which randomly stops me from putting into reverse. I have brought my car in for this concern but was told since they couldn't duplicate the problem there at the shop there is nothing they can do about it. This car SUPPOSEDLY had brand new tires but I have since had to replace two of them. My brakes are already squeaking in this car and I was told by the service department that again this is my problem. Oh by the way the free oil change is a scam too unless you don't have a traditional job and can take your car to their 3rd party servicer who only services car Mon-Fri 8-5.

My car has been in their shop for 2 weeks, I have called probably 5-6 times and NO ONE will call me back. Mr. L[redacted] is a great Hype man for enforcing the policy and being a voice for the company but the people have spoken and your dealership sucks..I wish I would have read all the bad reviews before going here. I have been more than patient, brining my car in repeatedly for service ( I have kept all the service records) only to have my car finally stop working. How is that a part that is NECESSARY for the operation of the vehicle not be covered under warranty? Due to the fact of ALL the times I have brought this car in and BECAUSE IT STILL HAS A TRANSMISSION issue at the very least they should be willing to stand by this car and fix it. At the very least someone from the dealership should respect a customer enough to call and try to find resolution. Jeremy in the service department offered to fix my car for $210.00 and he would waive the labor due to all the times that this car has been in. My car was in the shop within a month from the time I purchased it. A car that has passed a quality inspection and was reconditioned for optimal performance as a used car should at least perform great for more than a month!Desired Settlement: I want the dealership at the very least be considerate and professional enough to contact me and find resolution to this problem. There is a service record of exactly how many times my car was brought in (I have my own copies), all the complaints and concerns I have about this car and its performance. I should not have to pay for a car that is mechanically less than sufficient. The dealership has done NOTHING to resolve this issue. Let me be clear, this car is NON OPERATIONAL!! It has been serviced many times the dealership should have the responsibility of at least standing by the cars they sell.

Business

Response:

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 youRock Solid Customer Service

Consumer

Response:

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.

Business

Response:

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

Review: We purchased a 07 Pontiac g6 from rock solid 7 months ago. We began to have a smell of gasoline coming from the vehicle. We called them and at first they refused to fix the problem. After arguing with them they agreed to fix the problem. There was nothing else wrong with the vehicle prior to being in their possession. After getting our vehicle back from them now our fan is not working in our car it's leaking water and it's over heating. They now refuse to fix this problem. This is ridiculous. We have 4 children that need to get to school and my husband and I need ro get ro work. We are now without a vehicle.Desired Settlement: I want my car to be restored to its original working condition and I am not paying a dime for it.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 happened. My issue is that my car was having no trouble what so ever other than the gas smell. But once I got my car back it was leaking water and they said the fan was going bad. Does not make sense. My husband Andy did however replace the fans and the car still did not function properly. A/C stopped working the car was overheating. I find a little strange that before my car went into their shop I was having no issues. But when I got it back my car was all sorts of broken. And this would not be the first time we have had issues with them and our vehicles.

Regards,

Business

Response:

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

Review: On Saturday May 25th 2013, I ([redacted] was driving out of an apartment complex at no more than 5 miles per hour when the engine collapsed to the vehicle. It was such a loud bang that the office personnel came out to see what happened. They thought I was involved in an accident, then a pedestrian was walking by and said something fell at the bottom. I called ROCK SOLID and explained to them that my engine collapsed. They asked if I needed a TOW TRUCK. I said no because I had one on the way, being I have a tow truck company that will tow me anywhere in the [redacted] area for free. I called Rock Solid back since my tow company did not have a flat bed to be able to tow the vehicle with the engine collapsed. They gave me their towing company's phone number and I called to set-up a pick up tow. On Tuesday May 27th 2013, I called Rock Solid auto repair shop and explained to them about what had happened. I spoke to [redacted] (service assistant) and he stated they would look at it and call be back later. I only recieved 1 phone call from them and it was to inform me that I had to call them back on an 800 number. I called the phone number given to me and it was not working. I called the repair shop at their regular phone number and I spoke to [redacted] about the repairs, if he thought all was ok. I asked him if the transmission was ok, since there was some transmission fluid on the ground the day of the accident. He stated it was not transmission fluid, that it was oil/grease from the CV BOOT. Since then I have never gotten a phone call from the service department in regards to my vehicle. I stopped by the repair shop on Friday and [redacted] stated that my vehicle was ready to go. That if my insurance was going to pay for the repairs. I explained that my insurance was not paying for it since it was a "MECHANICAL FAILURE". [redacted] proceeded to the back of the office and had a conversation with some one who stated "What do you mean the insurance isn't paying for it". I argued with [redacted] who is the service manager and he stated they never lower the subframe when they replace a Rack and Pinion. That they only lower a subframe when they work on a transmission. He stated they always go in through the side. [redacted] also stated that the "warranty" does not cover putting up the engine. Yet I have the "PLATINUM" coverage which covers the engine and other parts.Desired Settlement: For Rock Solid Auto Repair to admit to ther "MISTAKE" and release my vehicle since I still have "WARRANTY" on my vehicle. I would also not want to pay for the repairs being charged to me since it was their fault when they repaired my car back in February 2013.

Business

Response:

Office of the Revdex.com

CID #[redacted]

Thank you for taking the time to send us Mr. [redacted]’

communication with your office, and for providing a venue to respond. We are

always disappointed to hear when a customer has had an unsatisfactory experience

with their Rock Solid Vehicle, and we take our customers success and

satisfaction very seriously. In fact, Rock Solid Auto Center has provided a

venue for our customers to interact with our Corporate Officers in the case

that there is a dispute, or anything they would like to bring to our attention

at a higher level. This web portal can be found on our website, as well as

posted throughout our location. In Mr. [redacted]’ case, he was told by at least

two of our employees, on multiple occasions that he had the ability to direct

any issues he was experiencing to our support team

[redacted] but he chose to immediately escalate the

conversation to the Revdex.com instead, and this is our first

opportunity to interact and respond to Mr. [redacted]’ claims. After speaking with

our Service Department and reviewing Mr. [redacted]’ service history with our shop

we found the following information. Mr. [redacted] purchased a 2007 Chevrolet

Impala from our location on October 3, 2011. In that time frame, his vehicle

has been in our shop a total of three times for repairs, not including regular

oil changes and maintenance. In February of 2013, the vehicle was in our shop,

and our technicians replaced the water pump (due to a leak), examined the computer

codes for a check engine light the customer said was on, and were not able to

find any diagnostic flags in the computer’s history. They rotated the tires,

and replaced the air filter. Lastly, there was a leak from the rack and pinion,

and our technicians deemed it necessary to replace the part to ensure the

vehicle was properly repaired for the customer. Our technicians perform repairs

under strict guidelines set by our ASE Master Tech shop foreman, who provides

procedures set forth by Mitchell1 OnDemand (www.ondemand5.com).

In his letter, Mr. [redacted] states that our Service Manager [redacted] told him that

we never lower the subframe when working on a rack and pinion, but this is

incorrect. What [redacted] said, and what is shown in the procedures outlined by

Mitchell1, is that only the rear bolts on the subframe are removed in order to

extract and replace the rack and pinion. Our technicians never touched, and had

no reason to remove or alter the front bolts on the subframe, which are the

components that subsequently failed. The main point that Mr. [redacted]’ statement

conveys is that these front two bolts on the subframe were damaged due to a

repair that our technicians completed in February. Not only did we not touch

the bolts in question, if our technicians damaged, or failed to return them to

their proper place during a repair, the vehicle would probably not have gone a

further three months before having an issue. Rock Solid Auto Center provides

Service Contracts to our customers, and they spell out in fine detail what

exactly is covered. While the Engine is a covered system, the reason we give

specific covered parts on the documentation, is because we can’t cover 100% of

the vehicle. The documentation that Mr. [redacted]’ was given, that he also

initialed and signed, states the following.

“Engine – Coverage is limited to

these parts: All internal lubricated parts, cylinder block and head/head

gasket, intake gasket, fuel pump, oil pump, thermostat, timing gears and

chain/belt, valve cover/valve cover gasket and water pump.”

The failure of the front bolts of the Subframe is not the

result of work that Rock Solid’s Service Center completed, as they did not work

on, or alter the front bolts at any time. This being the case, explains why our

Service Manager expected that Mr. [redacted] could communicate with his insurance

company in regard to paying the cost of the repair. Our Service Manager was

simply giving Mr. [redacted] the opportunity to not bear the brunt of the cost,

since it seems that the components themselves failed or broke due to no fault

of our shop, or Mr. [redacted]. Rock Solid Auto Center provides the service

contracts we do to help the customer stay on the road, and it is in our best

interest to make sure the vehicle is well taken care of. We employ ASE

Certified technicians who follow industry standard guidelines on each and every

repair we complete. It is an unfair assertion to assume that Rock Solid’s

Service Center is to blame for a vehicle component failing, simply because it

is convenient to say so.

With that being said, we understand Mr. [redacted]’ frustration

in this situation, and have and will continue to do everything within our power

to ensure that we keep his car on the road at as minimal expense to him as we

can. Rock Solid is a company that has always taken pride in our honesty and

fairness with our customers, and to make sure that we keep a positive and

mutually beneficial relationship with Mr. [redacted] going forward, would be happy

to cover the cost of these one-time repairs for our customer. We simply will

need Mr. [redacted] to sign an Acknowledgement that the repair is performed as an

act of good will for our records.

Sincerely,

Rock Solid Auto Center

Review: The dealership that I bought my car from picked it up to do repairs because it could not pass emissions less than a year and a half after purchase. When I took it over approximately a month and a half previous to this because the check engion light was on! They cleared the codes and said it was ok! It immediately failed emissions. They picked up my car on May 15, 2014 and have not yet provided me with exactly what is wrong! I have asked several times for them to send me an invoice and now they will not even return my calls or emails! After them telling me several times they are trying to help me I don't understand how that is! They are charging me 24%interest and not even showing to to credit reporting agencies that I do have a solid payment history! They keep telling me they are going to finance the repairs yet won't provide me with any written estimates of what's wrong! I feel like I have been taken advantage of!!Desired Settlement: I would like rock solid to take the car back and refund me the amount I have paid in principle. According to records I have paid approximately $2,500 towards the principle and over $3,000 in interest. And release my name to any leans they hold. I don't think it is fair that I have paid them for over a year on the firsts loan I have ever had and they are not reporting to credit agencies. I thought I was going to be establishing my credit but I have done nothing of the sort.

Business

Response:

Thank you for conveying Ms. [redacted]’s complaint to our office. Rock Solid Auto Center is working harder than ever to provide the best possible customer service to our customers, and we have always done everything within our power to make sure the resolutions we provide are fair. We are disappointed to hear that Ms. [redacted] has had a bad experience with our company, especially as we have been actively working with her throughout this process. Our General Operations Manager, [redacted], has been in direct contact with Ms. [redacted], and has been working with the Service Department in an effort to help her get better service and communication. Ms. [redacted]’s stated problem deals heavily with complaints against her finance company, Credit Security Acceptance Corp, which we c[redacted]ot address. Specifically, issues regarding her payment history, interest rate, credit reporting, and liens held. That being said, we’d be happy to address the mechanical issues she has documented, as well as respond to her desired settlement. According to the service history for the vehicle, we show that Ms. [redacted] purchased her 2007 Pontiac G6 from Rock Solid Auto Center on February 1, 2013. In the year and a half that she has owned the vehicle, it has only been in for service in our shop twice, with the first visit occurring in April of 2014. It’s important to note that we do not show a single recorded oil change or routine maintenance appointment with our shop at all during that time period, even though they are provided free of charge with the service contract that was purchased. Not only is the vehicle more prone to mechanical failure when maintenance isn’t performed, the service contract can also be voided if a mechanical failure happens as the result of said maintenance being performed. Lastly, the customer doesn’t get the full value of their service contract if they choose not to have this maintenance performed. While a customer is within their rights to have this routine maintenance performed at an outside shop, Rock Solid, as the provider of the service contract, has the right to request proof that this routine maintenance is being performed in accordance with the agreement made by the customer. After reviewing the service history with our shop, we were told the following: The vehicle was first brought into our shop on April 10, 2014, and the customer stated that the vehicle had a check engine light present, and that the vehicle sometimes takes a long time to crank up. After inspecting the vehicle, it was determined that engine code P0420 for a catalytic converter operating below efficiency, and code P0128 for Thermostat operating below regulating temp were present. Our mechanics replaced the thermostat, and cleared the Efficiency code. Ms. [redacted] was told to keep a look out, and if the check engine light appeared with the same code again, the catalytic converter may need to be replaced. As the Catalytic Converter is not a covered item under our Service Contract, the hope was that once cleared, the code would not resurface, and the customer would not have to pay for a repair out of pocket. The vehicle was towed into our shop on May 16th, 2014. At that time, the battery was dead and the vehicle wouldn’t start. The check engine light was on again, and now the AC was determined to have failed. Three windows were not functioning correctly, and we were asked to check the brakes on the vehicle. It was determined that a new battery needed to be installed, along with brake rotors, a master window switch, an AC compressor, and a catalytic convertor. We replaced the battery for free under her service contract, and it was necessary to install a PCM and a throttle body before we could test the catalytic converter, so we covered the cost of this work on our end. Though these repairs are not covered under the service contract, we were told by our General Operations Manager that her finance company, CSA, has been in contact with our service shop, and addressed the possibility of them financing repair work to help Ms. [redacted] out. Since nothing is finalized, we are not aware of any further details regarding that arrangement. Over the course of her ownership, Ms. [redacted]’s vehicle has been in Rock Solid’s shop twice, and in both circumstances we have done everything within our power to minimize the inconvenience and cost to her. We apologize that there are necessary repairs that are not covered by the Service Contract, but we have been transparent about the full list of covered items since she first agreed to purchase it. No service contract can offer bumper-to-bumper coverage, but we provide the most extensive coverage we can to maximize the value of our offering to the customer. We would be happy to perform the repairs necessary to Ms. [redacted]’s vehicle at the discounted rate offered to our customers who have purchased vehicles from Rock Solid, and will make sure that she is contacted with a complete estimate if she has not already been by the time she receives this response. Thank you for your time.

Sincerely,

Rock Solid Auto Center

Consumer

Response:

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,

Review: Bought a vehicle. It broke 2 days later.. 4 days later still in shop and no response from dealer as to when we will get our vehicle back... promised rental car.. no rental car

.Desired Settlement: We want all funds returned in 48 hours our intended to file lawsuit ....I am going to loose my job.. can't get to work

Business

Response:

Office of the Revdex.com

RE: CID [redacted]r

Dear Sir or Madam:

Thank you for taking the time to contact us regarding this customer’s contact. We are always disappointed to hear that a customer has had an unsatisfactory experience with their Rock Solid Vehicle. As Ms. [redacted]’s complaint is short and to the point, we will do our best to explain our position succinctly as well. Ms. [redacted] purchased a 2006 Chevrolet Uplander from Rock Solid Auto Center on June 26, 2013. On Friday July 5, 2013, our service department received a call from a gentleman (not a customer of Rock Solid, but calling on behalf of Ms. [redacted]) stating the vehicle would not start. The customer put a few gallons of gas in the vehicle but stated the problem remained. Our service department gave them the phone number to our tow service to have the vehicle brought into our shop at our cost, under the service agreement we have with Ms. [redacted]. The vehicle was brought into our shop on Friday evening, after our shop was closed. Rock Solid’s Service Center is closed on Saturday and Sunday, and the first chance they had to take a look at the vehicle was Monday July 8th. As Ms. [redacted]’s vehicle was towed in without an appointment, our shop did their best to accommodate them and get the vehicle looked at, however, there was a full day’s worth of customers with appointments that had to take precedence. Our shop called them to let them know that we had not had the chance to look at their vehicle yet on Monday afternoon, but could definitely get it into a bay Tuesday Morning. Monday afternoon Rock Solid’s general information email address received a short email that simply gave a phone number (no name) and stated that a Revdex.com complaint had been filed as our shop had yet to look at their car (no mention of make, model, VIN, or any specifications given) and that they were filing a number of complaints against us. Our Information desk forwarded this email to our service department so they could hopefully provide us with more information. Our Service Writer, [redacted] advised our office of the situation, and that he had let the customer know the vehicle would be inspected Tuesday Morning. Tuesday Morning (today) our shop arrived to a profane voicemail stating that our company “f**ed with the wrong customer”, reiterating that Revdex.com, Corporate Commission, and lawsuits would all be filed against us, and that they would be making picket signs to stand in front of our dealership. Our shop opens at 8am, and as we told them, the vehicle was inspected thoroughly first thing in the morning. It started up immediately with no problem, and our ASE Master certified technician could not reproduce the no-start issue. [redacted] called the gentleman back to let him know that we had yet to duplicate the problem, and said that the gentleman was very polite and responsive to the fact that we will continue digging into the vehicle to find what caused the issue they experienced. Rock Solid Auto Center sells used vehicles, and unfortunately, all vehicles experience mechanical problems at some point. It is always frustrating when this happens, especially quickly after the vehicle is purchased. The vehicle doesn’t know that it was recently purchased, and sometimes these mechanical issues simply manifest at an inconvenient time. This is why Rock Solid Auto Center offers our Service agreements to our customers. Since we know that the vehicle will experience some mechanical problems while the customer owns it, we want to make sure that when it does, we can get it fixed in the most efficient and cost effective manner for the customer. Rock Solid’s Service Center maintains and repairs the vehicles for every customer who has ever purchased a vehicle from us, as well as reconditioning and preparing new acquisitions for sale. Understandably, they are highly in demand and busy. We have done our very best to make sure that Ms. [redacted]’s vehicle looked at and inspected in a timely manner, and even quicker than other customers with appointments, because we truly value her business as a new customer and want her to know that we care. The contacts we received from the gentleman who called and emailed on her behalf seem like an over-reaction to the situation, as does the proposed settlement desired in this Revdex.com complaint. In the State of Arizona, there is no right to rescind a vehicle purchase, and no ‘cooling off period.’ Because this is the case, our paperwork is clear about the fact that the customer should be absolutely sure they understand all of the commitments they are agreeing to upon purchase. The Arizona Implied Warranty of Merchantability disclosure states that the vehicle will be safe for use on a public freeway for the duration of 15 days or 500 miles after purchase. If such a mechanical safety issue does present itself within this time period, “…the purchaser shall give reasonable notice to the seller. Before the purchaser exercises any other remedies under title 47, chapter 2, the seller shall have a reasonable opportunity to repair the vehicle. The purchaser shall pay one-half of the cost of the first two repairs necessary to bring the vehicle in compliance with the warranty. The purchaser's payments are limited to a maximum payment of twenty-five dollars for each repair.” If this situation has occurred and the seller is unable to repair the vehicle, they can then opt to take further action, including voiding the sale and processing a refund of the purchase price. As a purchaser of Rock Solid’s Platinum Service Agreement, Ms. [redacted] is entitled to a rental vehicle, after her car has been in repair for more than 48 normal business hours of service, as defined by the agreement she signed. This means that since our shop took delivery of the vehicle Monday Morning, the earliest they would be entitled to a rental car would be Wednesday Morning, if the vehicle were still in need of servicing at our shop at that point. Rock Solid certainly doesn’t believe we are guilty of advertising issues regarding this matter, as alleged. To our knowledge, our shop found that intermittent start issues seem to have been caused by some corrosion on the negative battery terminal. We have replaced the terminal, as well as the wiring connected to it to ensure that we remove the corrosion completely. We have tested the vehicle and continued to find no issues starting it up. At this point we believe that the issue has been resolved and hope this explanation helps us to move forward with Ms. [redacted] in a mutually beneficial relationship.

Thank you for your time.

Sincerely,

Rock Solid Auto Center

Review: my wife and I went into rock solid on June 13 2013, we had a rental car and were desperate to get into a vehicle, our credit was ruined because I had previously fractured my neck, and was unable to work for 5 years, and we lost everything, I am partially disabled, after many phone calls to my wife's phone, sometimes 3 a day, we decided to check them out, if only to get them to stop calling us so much, they were made aware of our situation, and immediately started to pressure us into a car, they even tried to aggressively pressure us into buying there expensive auto insurance plan, they were so aggressive that I had to finally say "stop with the insurance, I have my own, and im not switching to yours", they showed us one car, and wouldn't let us choose another, they said we could put 2 hundred down, then it became 3 hundred, then they wanted 3 hundred + 4 hundred more in deferred payments, they then included a 2 thousand dollar maintenance policy, we were desperate to get out of the rental car so we went ahead and bought after the salesman told us that "with our credit, no one would sell us a car, im doing you a favor by talking them into financing you", they pressured us into a car that was problematic, (the headlight lenses were so badly oxidized that the light didn't even shine on the road, had to get them restored, safety issue, rear brakes drag) the car was too expensive for us in our situation, and they knew it, but they used our desperation against us, and convinced us that we would not get a car any where else, they don't return calls, they are rude and hang up on us, they wont let us explain anything without hanging up in mid sentence, the finance company took the car and wont make payment arrangements, after only 6 days late, would not take payment after 6 days!, I just want my license plates, because they are mine and I paid for them, this has been the absolute worst car buying experience, ever!!, they are very aggressive and unprofessional, and treat you like a criminal for having bad credit.Desired Settlement: I paid for my license plates, they are mine, and rock solid will not give them to me, I just want the plates, if they have already turned them back for the credit, then I would accept a check for the amount I paid for them

Business

Response:

Office of the Revdex.com

RE: CID #[redacted]

Thank you for taking the time to pass Mr. [redacted]’s concerns on to us, so that we may have the opportunity to address them. Rock Solid has, in numerous locations throughout our dealership, and in three separate places on our website, a customer complaint and comment portal set up. This allows us to hear from our customers directly if they have an issue they would like help resolving, and allows our senior management and corporate office to interact with them directly. It is frustrating when a customer chooses to immediately circumvent these options to file a report like this with the Revdex.com. First, Rock Solid Auto Center does not have an insurance plan. We are a car dealership, we sell used vehicles, and offer customer the choice to purchase a service contract and maintenance agreement that is maintained in house. We do this to help keep our customers’ vehicles on the road, as efficiently and cost effectively to them as we possibly can. Our sales consultants are trained to help customers get into the right vehicle, that they can afford, and that best suits their unique needs as a buyer. Rock Solid doesn’t set constraints on which vehicle a buyer can purchase, as these are determined by the terms of the finance company the buyer selects, and Rock Solid has no effect on the way a finance company assesses each customer’s individual risk. If a finance company is only willing to finance up to a certain amount for a particular buyer, our sales consultants must then find options of our available inventory, that meet this criteria. As you are well aware, a contract is signed between consenting parties, and we feel that it is extremely unfair for Mr. [redacted] to assert in any way that he and his wife were coerced into their decision to purchase a vehicle. In fact, we even include a disclosure to this end in our sales paperwork, to make sure, on record, that the customer is purchasing the vehicle of his or her own accord. “I/We understand that I have been provided the opportunity to have the vehicle inspected by someone else and to drive and inspect the vehicle myself. I am not relying on any representations or oral statements of employees or agents of Rock Solid in making my decisions to purchase the vehicle.” This statement bears the initials of Mr. and Mrs. [redacted], as well as their signatures at the bottom of the page. As far as the vehicle being problematic for Mr. [redacted], a quick search of the vehicle’s service history shows no contact between the customers and our service shop, who as previously mentioned, have a service agreement to help maintain the vehicle. The customers purchased the vehicle of their own accord, and never once mentioned any of the issues that caused the vehicle to be considered problematic by them. The customer mentions that their finance company repossessed the vehicle due to non-payment. This is unfortunate, but not something that Rock Solid can affect, and certainly shouldn’t be addressed in a complaint against our company. Finally, Mr. [redacted] states “I paid for my license plates, they are mine and Rock Solid will not give them to me…” This unfortunately is also not the case. A customer’s down payment and the document and processing fees are two separate things. The document fee is listed in the customer’s Retail Installment Contract, and is rolled into the cost that the finance company pays for. The finance company paid the cost of processing the plates and documentation, and the customer is responsible for paying the total balance of their contract to them. Mr. [redacted] is able to come to Rock Solid Auto Center to pick up the license plate for the vehicle, but should be advised that if the vehicle is repossessed by the finance company as a first payment default, as he alludes to in his letter, Rock Solid Auto Center will apply for credit on the plate should the finance company attempt to send it as a failed deal back to us.

Thank you for the opportunity to respond to this complaint, and we hope our answer has served to better explain this situation and our position.

Sincerely,

Rock Solid Auto Center

Rock Solid Auto center is an absolute rip off. Yes they will sell you a car even if you have bad credit. They also let you know that THEY are dong you a favor. They lie to you and say they found one outside finance company who will accept you, but the interest is exorbitant, however, they say no one else will finance you.Research revealed that their "Outside Financing" CSA financing is owned by the same person who owns Rock Solid. If you have a lot of trouble with getting repairs done on your car you may be directed to the head of the service department, [redacted]. He will sympathize with you and agree that "His Boys" have dropped the ball and messed your car up. Then, Likely he will make promises. For me this was a promise to do all future repairs free until the car was paid off even if my warranty was up because they messed my car up so bad it could have killed me. THEN when the provable mistake is fixed, so your proof is gone, and your warranty is up, they will refuse to make repairs or whatever their promise to you is. Then you will be referred to corporate. They will say that as an employee [redacted] had no right to make those promises and he says he never made them. Since the promises were verbal, they are calling you a liar. DON"T BE FOOLED! [redacted] is the OWNER of the entire business and the financing company and they are only out to scam you! beware and get EVERYTHING in writing!

I had a great experience with the company. I walked in everyone was helpful and the salesperson was extremely nice and helpful even with my situation. They were understanding did want to help to get me into a vehicle.

I recommend others going to Rock Solid.

Only thing I have is that they call ON the day of the due date when I do know I have a payment due. It does get a little annoying at times when i'm not even a day late and I get a reminder call. I understand if it's 5 days.

Other than the reminder calls, they're a great company to deal with!