Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received the gift cards and was going to close the complaint until I read the response from them. During this entire process Rock's Auto Exchange shifts the blame to something else. In their response, they stated they found out about the antenna and sent me the part. The piece of information they left out was that they made me pay for the part. In addition, I had to fix the exhaust, which I took care and was not complaining about it as it is a year old vehicle. Then I began working with Brian, the owner, about a problem with my speedometer lighting (which would be noticed during an inspection). Their "warranty" would not cover it and they were going to have me pay for that as well. This happened after I was continually promised to have a title within hours, that changed to "next Wednesday" that changed to "by Saturday" and on and on. I did not buy the truck from a dealer in Ohio, I bought it from Rock's Auto Exchange.The gift cards are fine. Now, it is a matter of Rock's Auto Exchange understanding they did not set expectations well and they made multiple mistakes. If they own this as a mistake, then I will close the complaint
Regards,
*** ***
Below is our response regarding Case ID *** involving Jamie *** and the Fhe purchased from us
We take every precaution possible, including full detail and mechanical inspections, to ensure we're putting the highest quality vehicles we can on our lot to sell. If a vehicle
doesn't pass inspection it is our policy to either fix the issue or, if it's more than we want to get into, sell the vehicle to another dealer that will. Of course no matter how thorough the inspection, there's no way to foresee all future problems and is the main reasons we offer low-cost after market warranties.
We've been in business over five years now and have a thriving business in large part due to referrals and our excellent reviews. We never would intentionally sell someone a vehicle with a known problem. One car deal is not worth damaging our reputation
Outside of the title issue that I will address in a moment, the only problems I've been made aware involving Mr*** was a broken satellite antenna, which we immediately ordered and shipped him a replacement, and apparently he later had an issue with the exhaust. Again, the vehicle passed our inspection and there was no way to foresee a future failure. Buying a seven-year-old vehicle comes with some inherit risks and while it is unfortunate, like most independent dealers, we don't give a warranty on our vehicles
As to the title issue, again unfortunate, but completely beyond our control. The dealer we purchased the truck from had issues obtaining a title and, I believe, had to order a duplicate. After doing so they needed the truck to be taken to Ohio to for a physical inspection. They offered to pay Mr*** $to compensate him for his time and inconvenience. Apparently they did not send Mr*** the gift card he was promised. We have since contacted them and were assured a card for $is being mailed today
We have made arrangements for Mr*** to be compensated for more than he asked and have demonstrated our eagerness to make Mr*** happy throughout the entire process. It's unfortunate he felt the need to leave a negative review and open a case with the Revdex.com. We consider this matter to be closed
Best regards,
Chris H***
Rocks Auto Exchange
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received the gift cards and was going to close the complaint until I read the response from them. During this entire process Rock's Auto Exchange shifts the blame to something else. In their response, they stated they found out about the antenna and sent me the part. The piece of information they left out was that they made me pay for the part. In addition, I had to fix the exhaust, which I took care and was not complaining about it as it is a year old vehicle. Then I began working with Brian, the owner, about a problem with my speedometer lighting (which would be noticed during an inspection). Their "warranty" would not cover it and they were going to have me pay for that as well. This happened after I was continually promised to have a title within hours, that changed to "next Wednesday" that changed to "by Saturday" and on and on. I did not buy the truck from a dealer in Ohio, I bought it from Rock's Auto Exchange.The gift cards are fine. Now, it is a matter of Rock's Auto Exchange understanding they did not set expectations well and they made multiple mistakes. If they own this as a mistake, then I will close the complaint
Regards,
*** ***
Below is our response regarding Case ID *** involving Jamie *** and the Fhe purchased from us
We take every precaution possible, including full detail and mechanical inspections, to ensure we're putting the highest quality vehicles we can on our lot to sell. If a vehicle
doesn't pass inspection it is our policy to either fix the issue or, if it's more than we want to get into, sell the vehicle to another dealer that will. Of course no matter how thorough the inspection, there's no way to foresee all future problems and is the main reasons we offer low-cost after market warranties.
We've been in business over five years now and have a thriving business in large part due to referrals and our excellent reviews. We never would intentionally sell someone a vehicle with a known problem. One car deal is not worth damaging our reputation
Outside of the title issue that I will address in a moment, the only problems I've been made aware involving Mr*** was a broken satellite antenna, which we immediately ordered and shipped him a replacement, and apparently he later had an issue with the exhaust. Again, the vehicle passed our inspection and there was no way to foresee a future failure. Buying a seven-year-old vehicle comes with some inherit risks and while it is unfortunate, like most independent dealers, we don't give a warranty on our vehicles
As to the title issue, again unfortunate, but completely beyond our control. The dealer we purchased the truck from had issues obtaining a title and, I believe, had to order a duplicate. After doing so they needed the truck to be taken to Ohio to for a physical inspection. They offered to pay Mr*** $to compensate him for his time and inconvenience. Apparently they did not send Mr*** the gift card he was promised. We have since contacted them and were assured a card for $is being mailed today
We have made arrangements for Mr*** to be compensated for more than he asked and have demonstrated our eagerness to make Mr*** happy throughout the entire process. It's unfortunate he felt the need to leave a negative review and open a case with the Revdex.com. We consider this matter to be closed
Best regards,
Chris H***
Rocks Auto Exchange