Rothrock Motor Sales, Inc.

customer purchased another vehicle from us that they are satisfied with. The issue has been resplved

"Simply Amazing!"
My first experience with Roth Rock was a month ago when I visited them to try and buy a used J*** Liberty thru my credit unionI was treated well by Zak the salesman and he and the finance manager were very helpful thru the processI had been supposedly “pre-approved” thru my credit unionJust go pick a vehicle, have the dealership put the paper work in, and you would be approvedBut that was very far from the caseNot only was I not approved, I was told I needed a cosigner and a large down paymentAll that work for a $ vehicleThe bank recommended that I try dealerships that specialized in bad credit so IThree dealerships and all of them said the same thing; I needed a cosigner and\or a very large down paymentFast forward a month and I happened to see the same vehicle at listed at Roth Rock that I tried to get a loan from my credit union forI contacted Zak to inquiry about the J***I honestly had no expectations of getting the loan after my experience with my credit union and the other dealershipsLong story short, not only did I get a vehicle but I walked out with a brand new J*** Renegade for a reasonable monthly paymentUnbelievable! To say that Zak went above and beyond would be an understatementHe not only exceeded my expectations he showed me that dealers can indeed walk the walk, not just talk the talkI have raved about both Zak and Roth Rock since to friends and family and would highly recommend that anyone looking for a vehicle and exceptional customer service to go see them

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Rothrock has not addresses the root issue here Because it was not disclosed that the car was in an accident my trade in value has diminished That leaves me with the option of going to another dealer more upfront and taking a lose OR I am forced to go back to the very dealership that has already lied to my face and trust them to be honest That does not make for sound logic in my opinion
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:Thank you Revdex.com, months after I was told I would receive the tow reimbursement, it finally came in the mail. I still feel there are serious issues with the quality of work being performed by the service department at Rothrock. Not only did my caliper come off on the drive home, but it still leaked and upon taking it to another *** dealer, I learned that the trans axle seal was never replaced by Rothrock when they completed the transmission work
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have scheduled an appointment for the customer to come in and we are meeting with the paint manufacturer to come up with a solution that is satisfactory to all parties involved. The appointment is tentatively scheduled for 10/8/

The customer was issued a refund. We called to confirm that she did receive the check, which she said that she did. No further action required

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***For them to say that I was happy with their resolution is a complete insultI had to take time off of work to resolve the issue myselfThey called MVA and gave them the tracking number of the paperwork and that is why I was able to go pick them up myselfHad they told me in the first place that their temporary registration is only good for days but MVA will take 60, then I would have opted to take care of the registration myselfI wouldn't have had to pay their processing fees and I wouldn't have missed hours of work I still cannot fathom why they waited weeks to submit the documents to MVA in the first placeAgain, to say that I'm happy is a complete insultReimburse me for my time and aggravation then you can say a that I'm happy
Regards,
*** ***

Tell us why h *** *** drove his Nissan *** *** with approximately 164,miles on it into our service drive lane on 12/28/for an oil changeOur process is to put floor mats & seat covers in every vehicle and then drive the vehicle to a parking spot for the technician to retrieve
it to begin the repairsWe do this to 1000’s of vehicles a monthIn this case we drove *** ***s vehicle maybe 75-feet into a spot and parked itOur Shop Foreman who is a year Nissan Master Technician went outside to retrieve the vehicle to bring into the shop for repairsWhen he put the vehicle into reverse the shifter basically was useless in his hand & as a result was not able to move the vehicle into the shopWe then had a team of technicians push the vehicle into the shop to perform the oil change We then went out to *** *** to tell him what had happened as we had no idea what happened since we only drove it forward a few feet into a parking spotIt is important to note that this happened when we put it into reverse not driving forwardWhen we took apart the shifter we noticed that the plastic cowl around the shifter was broken and laying on the bottom of the shifter assemblyWe also noticed as explained and shown to *** *** that the plastic had been there sometime since it was covered in dirt which would not be indicative of something happening at that momentWe also took *** *** out into the shop and showed him underneath the vehicle and that his transmission torque mounts were extremely loose and his entire transmission moved back & forth up to 4-6” which is not or goodWe surmised that as a result when we parked his vehicle which was on a slight incline, it rolled back slightly & because the mounts were so loose it snapped the cable as that was the only thing holding it in place since the cowl had already broken previouslyOnce again when our driver drove it forward into the parking space the vehicle drove fineWhen our technician got in the vehicle the cable had already snapped thus causing us to push it into the shopWhile we our appreciative of *** ***’s business as he did purchase the vehicle from us & has serviced the vehicle here, the only thing we could chalk it up to was wear & tear as we never performed a repair on the vehicle and only drove it forward a few feet into a parking spaceWe do value *** ***’s business and we do feel sympathetic to the situation and as a result we would like to offer a $gift card to Rothrock Motors that can be used in any departmentere

In April of *** *** [known as customer] took delivery of a *** *** from Rothrock Motor Sales with approximately 68,miles on itSince she took possession of the vehicle, it had not been back to our Dealership for any repairs or maintenance until it was towed into our
Dealership on September 30, (with a “no-start” conditionDiagnostic testing was declined by the customer, *** ***, and was towed to a local *** Dealership where repairs were completed under the *** Manufacturer Warranty at no chargeThe vehicle has not been seen for repairs or maintenance at our Dealership for over 22,miles and months, until it was brought to our Dealership on May 2nd with 91,miles on it and a customer complaint of a no drive & noisy engine condition*** *** also stated that the vehicle was diagnosed in the past at *** Parts Store as having an Air Conditioning Compressor problem to which she purchased a compressor and brought it to us to have it installed*** *** approved the 1st hour of diagnostics for $At that point it was determined that more diagnostics needed to be done as it appeared the engine had totally seized up and *** *** subsequently approved the tear down of the engine to see if the extended warranty company, Easy Care, would approve the repairsIt was also discussed that if Easy Care did not approve the repairs *** *** would be responsible for the tear down & diagnostic costsIt was determined that the AC Compressor seized [a covered warranty part] as noted by *** in the past as having an issue, which then caused the failure of the serpentine belt [not covered warranty part] which caused the water pump to stop working & ultimately the engine to fail due to the Serpentine belt failing [not covered warranty part]When inspected by the technician there was no coolant or oil left in the vehicleThe claim was denied by the extended warranty company Easy Care due to “continued operation” by the customer *** ***It is an unfortunate situation and one that we empathize with *** *** onIn an attempt to assist one of our valued customers, we will reduce the tear down and diagnostic costs, and charge her our internal rates which would come to $plus tax for a reduction of $(not including tax)

Tell us why he Rothrock Nissan received a Medallia Alert from Nissan regarding this incident, prior to receiving the Revdex.com complaint. At the time we were first made aware of the incident through Medallia, Gene L*** (GSM), Patrick J*** (Service Manager), Renee M*** *HR Manager), and Lamar
E*** (Nissan Manager) confronted MrG*** (the Sales Person in question) regarding the events that took place. MrG*** gave his version of the incident. MrG*** was told that we reached out to the customer to apologize for MrG*** actions and we are actually having her come into the dealership to give her a formal apology in person from our Dealership. Further, MrG*** was reminded of our company policies, was told that he was in violation of them, and was subsequently terminated as a result Rothrock maintains a strict zero tolerance policy regarding harassment of any sort, and found his behavior and conduct completely inexcusable. re

The customer stated that they went into another dealership to trade in their [redacted]The dealership offered them $12,for their trade and they were going to complete the deal
"> Then the dealership ran a [redacted] and it showed that their trade had a previous accidentThe dealer then reduced their offer to $10,
The customer then came into Rothrock to trade the vehicle and we said we would appraise the vehicle as if there was no accident and offered them the same $12,offer they received from the other dealershipThey said we were not giving them enough and we then offered up to $13,because we value them as a customer. They refused the deal
If a vehicle that has dings, dents, or has been in an accident is repaired to meet manufacturer's standards, it does not necessarily diminish the value of the vehicleWe put the vehicle through our service department and it passed all state inspection requirements and all safety checks
At the end of the day we would still like to help [redacted] and maintain good customer relations by still offering a trade value up to $1,better than they were offered at any other dealership. Please have them contact Ed L[redacted] (pre-owned manager) if they would like to proceed with the trade deal within the next days

We sat with [redacted], trying to trade her out of vehicle. Due to her payment history on current loan we are unable to get her approved. We are working with her to find a co signer. We tried to get the warranty to cover the failed components however they wont cover because it was a problem she knew about it and drove with like that anyway.  Still attempting to work with her to resolve the issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did receive a refund following the filing of this complaint. Thank you
Regards,
[redacted]

COMPLAINT: [redacted]
 
To whom it may concern,
 
When repairs were completed on the last service visit
the vehicle was operating as designed. I personally will offer to drive to the
client’s place of residence or work with alternative transportation and after
testing the system if the vehicle is not operating properly, we will leave the
loaner vehicle with the client at no charge and of course diagnosis the vehicle
at no charge. Of course if the client would like to come by we can perform the
same diagnosis at the dealership, but understanding that coming to the
dealership maybe inconvenient for someone’s work or personal life, it would be
our pleasure to go to the client. Our goal is to just have the vehicle
operating normally and have the client have an enjoyable ownership experience

The customer stated that they went into another dealership to trade in their [redacted]. The dealership offered them $12,000 for their trade and they were going to complete the deal.  Then the dealership ran a [redacted] and it showed that their trade had a previous accident. The dealer then reduced...

their offer to $10,000.
 
The customer then came into Rothrock to trade the vehicle and we said we would appraise the vehicle as if there was no accident and offered them the same $12,000 offer they received from the other dealership. They said we were not giving them enough and we then offered up to $13,000 because we value them as a customer.  They refused the deal.
 
If a vehicle that has dings, dents, or has been in an accident is repaired to meet manufacturer’s standards, it does not necessarily diminish the value of the vehicle. We put the vehicle through our service department and it passed all state inspection requirements and all safety checks.
 
At the end of the day we would still like to help [redacted] and maintain good customer relations by still offering a trade value up to $1,000 better than they were offered at any other dealership.  Please have them contact Ed L[redacted] (pre-owned manager) if they would like to proceed with the trade deal within the next 30 days.

we cleared up the matter and gave the customer the $200.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Taking $100 dollars off of the total is not a negotiation. I had spoke to a gentleman in the sales department who was supposed to call me back with the amount that the car is currently worth and then we were going to meet to do a refinance. Lucky for him I didn't write his name down. My issue is why hasn't anyone called me back? What is the total worth of my car? Can we atleast take what it's worth and use that money to put me in a used car for that amount. I'm 20 years old and if this situation doesn't get fixed I'm walking away with a car that was never properly inspected under my name, my credit, and my responsibility. My car was never properly inspected reguardless of what they tell me because they would've known my transmission was going to blow less than a week after I got it. I'm being taken advantage of and there has to be some middle ground. I take my responsibility for not getting the oil changes but that's not all that was wrong and I would like if Rothrock would take up their responsibility and assist me with getting into another vehicle worth that price. I got my second oil change almost two months before it blew so why is it a  coinsidence that the engine blew two months after an oil change and a battery change yet not between the time I bought it and the time I got the first oil change (6 months) . I'm not looking to finance I'm looking to get a car that works and is going to continue to work based off its worth. 
Regards,
[redacted]

Revdex.com
 
The facts:
 
The customer came in looking for a 2015 [redacted].  After looking at several vehicles, she had difficulty matching a vehicle with her desired payment range.  Ultimately after several days of working different banks on several...

different vehicles an approval acceptable to the customer was achieved.  She came in, signed contracts and went through our entire delivery process.  It was at this point that the lack of air conditioning was first identified as a question.  However, after a brief discussion in which she admitted that she had never requested air conditioning (a fact she subsequently confirmed with Mr. L[redacted] and Mr. K[redacted] in multiple phone calls) she took her new vehicle home. (It should be noted here that in a discussion with the [redacted] Manager regarding the air conditioning she admitted surprise that there were any new cars even built without air conditioning.)
 
Apparently after discussing her new acquisition with her partner she had a change of heart and called the dealership to explore her options. While she admittedly spoke to several other dealers she implied to us that she was told she could just return the vehicle.  There are no rescission laws in ** relative to purchasing a new vehicle off a dealership lot. The dealership has an exchange policy which allows her to exchange her vehicle within 72 hours for any other vehicle in our inventory.  We offered her the opportunity to trade out of that vehicle into one that had the air conditioning she wanted.  We even offered her full value (the purchase price she paid for the vehicle) in accordance with the exchange policy, against the new vehicle. She would only have to pay for the additional equipment.  She called and spoke to three different managers ultimately reaching the [redacted] manager who re-affirmed the offer to trade her out of her vehicle into one she had found in another state.  She would be responsible for the difference. She agreed to think about it and get back to him.  We have not heard from her since.
As for her reference to attorneys we never encourage third party intervention.  We feel that reasonable adults can resolve anything if they want to.  We continue to be interested in resolving this customer’s concerns.  We remain willing to help trade her out of her current vehicle into a vehicle that satisfies her wants and needs. 
Rothrock remains a family owned business that has operated (successfully) for over fifty years in large part because we focus on the needs of our customers. Customer service remains our number one priority.  We remain open to helping her resolve her concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As stated in a prior response from you, please let me know when there is a [redacted] available that is the same as the one I currently have, only with a/c already in it.  As stated in my last response, I am not sure if your lot has anything at this time but either way, please keep me updated and posted when a [redacted] becomes available so that I can come in to see it and try to get this process completed as soon as we can. 
I was sent a couple of [redacted] from the official [redacted] website that were very close to my [redacted]. They were [redacted], Sun rider soft top, 6 speed manual and had a/c. They supplied me with the Vin #'s as I was told that dealerships are able to swap a vehicle out for one of theirs. Below are the vins as I will give you the top two:
1) [redacted] 
[redacted]
So if someone can contact me in regards to the next step so that this can be resolved as soon as possible. Thank you.
Regards,
[redacted] 
[redacted]
As stated in prior response, pale

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because: at the time I picked up my car on April 21,2014 the heat was not working and continues not to work . I have scheduled to have the car repaired by another mechanic as Rothrock is still in denial about  the fact that they failed after three visit to their shop and a 1500.00 repair bill they failed to provide working heat in my car. Since I want this issue resolved with working heat take back to RothRock  would be waste of time. I have given the dealer 3 times to fix and their response has been that it was fixed, I am busy person and wasting more time with them is counter productive . I need to have my money refunded as I need to get the vehicle fixed. Regards,[redacted]