Rothrock Motor Sales, Inc.

We have reached out to [redacted] and invited him back to
the Dealership to determine if there were existing issues with the vehicle or
if it was caused by his accident. We have been in...

contact with his Insurance
Company to come up with a plan to handle any & all of his concerns. The
$3550 amount that [redacted] is requesting in reimbursement unfortunately will
not be reimbursed. That amount was paid to the rental car company since [redacted]'s vehicle was finished at the Body Shop on
September 11th 2015 & he voluntarily decided to keep the rental until
December 23rd 2015. We are currently waiting for [redacted] to respond &
set up an appointment at his convenience so we can all review his vehicles
concerns together.

to again clarify, we maintain that we extent the same offer to her as we did in our first response:
"we will take the vehicle back and put her in one with AC and she only has to pay the difference between the selling prices of the vehicles, regardless of the fact that the value has been reduced by the mileage she has put on it."
Although our offer is exactly what she stated she wanted (to be able to switch out and only pay the difference in selling prices), [redacted] has continued to reject our responses or ask for further clarification, but continues to put miles on the vehicle. 
Therefore we now have no choice but to put a deadline of June 25, 2015 on this offer.  Our goal, as always, has been to satisfy the customer and we truly are making every attempt to satisfy her.  If she needs a written math example (as she requested), I give the following example: If the car she bought was $20,000 and she switches it out for one with AC that is $22,000, she would have to pay only the $2,000 difference. 
I hope this clarifies things for her, as our desire is to resolve this and maintain a good customer relation with [redacted].

I apologize, the response was given to me by someone who did not have the full story.  From what I have been told, when he went to put it into reverse he noticed that the shifter was already broken and would not go into reverse, so from there they had to push it into service.  Upon completing the oil change, the technician says he advised you about the shifter, and said it was like that when he went to pull the car in, which means the cable may have snapped when you parked it and the motor moved because of the broken mount.  Again, we are offering a gift card for $250 to be used at our facility.

in response to the above complaint, Rothrock followed our normal processes and issued her temporary registration under PA law.  The customer lives in Maryland and Maryland has up to sixty days to process a registration.  We called the Maryland DMV and got them to expedite her plate and...

registration by her going directly to her local DMV.  We notified the customer who said she would go to the DMV, to pick up her registration and plates this past Friday.  Customer relayed to us that she was happy with these results and that this would resolve the matter.

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

We have reached out to [redacted] and invited him back to
the Dealership to determine if there were existing issues with the vehicle or
if it was caused by his accident. We have been in contact with his Insurance
Company to come up with a plan to handle any & all of his concerns....

The
$3550 amount that [redacted] is requesting in reimbursement unfortunately will
not be reimbursed. That amount was paid to the rental car company since [redacted]
[redacted]'s vehicle was finished at the Body Shop on
September 11th 2015 & he voluntarily decided to keep the rental until
December 23rd 2015. We are currently waiting for [redacted] to respond &
set up an appointment at his convenience so we can all review his vehicles
concerns together.

we spoke with the customer and are refunding the money per their request

We agreed to reimburse the customer for the towing fee of $120.  The check request was submitted by our service department a month ago, but was somehow misplaced.  We reissued the check request and the check is being put in the mail to the customer today.  We called the customer this...

morning to apologize and to let her know the check is being put in the mail to her today.

[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. 
Regards,
[redacted]

[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]
WOW! Again, you still need a refresher on the story.  We are going in circles now.After I dropped my car off at service, it was driven 75-100 feet into a parking lot with NO MENTION OF A BROKEN STICK by whoever drove it.....(So, it did not break in my possession as you previously stated) Then, after your driver parked it, your expert technician went to the car and "noticed" the problem.  So, in short, I left my car in working condition and whatever happened in that 75-100 feet of driving and parking by a Rothrock Employee is the reason my stick broke.  Both, non Rothrock, mechanics I spoke to about this situation concluded it was most likely caused by the driver of the car accidentally jamming the stick incorrectly.  Finally, your expert technician had my car returned to the service area knowing I couldn't drive it away but expected me to drive away.  That makes no sense.Again, I will not accept a gift card to Rothrock.  
Regards,
[redacted]

To whom it may concern.
size="3" face="Times New Roman">
 
On 4/8/14 **. [redacted]-[redacted]
brought her 2012 [redacted] VIN [redacted] to Rothrock Motors to have
her vehicle diagnosed for having no heater on the right front floor of her
vehicle. The concern was verified by a Level 3 [redacted] technician to be a
restriction in the heating/cooling system caused by contamination in the
system. The technician reviewed [redacted] “STAR” cases to find the repair to be
replacement of the radiator and heater core as well as the flushing of the coolant.
 
The vehicle is out of the
perimeters of [redacted] basic warranty and client was also denied goodwill
assistance from [redacted].
 
Rothrock Motors then spoke
with the client and explained the repair and also gave an estimate for the
repairs of $1500.00. At that point **. [redacted]-[redacted] agreed to the repair
amount including a 10% discount on the repair and the repair was completed.
 
After the completion of the
repairs the technician confirmed that the vehicle was operating as designed and
the warm air was actually coming from the right front floor.
 
On or about 4/17/14 the
client stated that there was no heat at all in the vehicle. The vehicle was
brought in and the client’s concern was verified. At that point the technician
replaced the both thermostats in the vehicle at no charge and also provided the
client with a rental vehicle at no charge while the repairs were being
completed. These additional repairs were not noted in the [redacted] technical
repair suggestion and were performed at no charge to the client even though the
vehicle was out of the perimeters of the warranty as a goodwill gesture from
Rothrock Motors.
 
When the client came to pick
the vehicle up, she stated that the heat was still not working and left the
vehicle at Rothrock Motors. When the vehicle was checked, the system was
operating normally and the client picked the vehicle back up on 4/21/14 with no
additional repairs being done and the client returned the rental vehicle.
 
In the event the condition
has reemerged we are more than happy to diagnose the vehicle and even have a
[redacted] factory advisor involved. We will also perform an in-depth diagnosis
at no charge to the client.
 
Please feel free to contact
me directly at ###-###-####
 
[redacted]
Service Manager
Rothrock Motors

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, however I spoke to management and explained that I am still unhappy about paying for the rental car $120.00 on our invoice of 10/18/17 and he agreed that we should not have been billed for it.  So along with the $500.00 reimbursement, we feel an additional 120.00 should be granted for a total of $620.00.
Regards,
[redacted]

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. 
Regards,
[redacted]

In response to the complaint, we called and spoke with the customer.  We are going to cancel her extended service contract, and as a courtesy, we are back-dating it 60 days.  Customer will receive remaining value not used of the extended service contract.  As far as the items that she...

stated were not repaired, all of the stated items are not covered because they are not mechanical in nature and therefore are not covered under the extended service contract. Please let us know if there is any further questions or information you require.  Thanks, Dean R[redacted]

Revdex.com

face="Calibri"> 
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.

We have agreed with Mr. [redacted] to give him two free oil changes and a reimbursement check for $500.  He is satisfied with this resolution.

Review: I was in the process of purchasing a 2009 Dodge Journey from Rothrock Nissan/Chrysler/Dodge on April 30, 2013. I asked several times before settling on the price if the vehicle was certified. Salesman [redacted] assured me and my wife [redacted], who was present for the negotiations and the purchase, that the vehicle was certifed. He assured me that Dodge uses a 100+ point check criteria to certify their vehicles. [redacted] also told us the vehicle had a warranty of 7 years/ 100,000 miles on the powertrain remaining. The vehicle had 65,319 miles at time of negiations. [redacted] also showed us the certification paperwork from their service department. I then asked for a copy of the service performed on the vehicle. I was given paperwork which shows the inspection and work performed on the rotors. I was assured the vehicle was put through the certification process and services performed on vehicle as neccessary. I settled on the price and purchased an enhanced warranty to cover the vehicle completely. The next day, May 1, 2013, I brought in a check for $10,000. We went over the sale and I was then told the warranty information given to me the night before was incorrect. The vehicle was covered up to 6 years/80,000 miles. They extended the purchased warranty for an extra year and I agreed. On May 3, 2013, I noticed a transmission leak. I verified the leak with my personal mechanic. The vehicle has a leak in a transmission component. I only had the vehicle three days so I spoke a sales manager at the dealer who told me to bring the vehicle in for service. They gave me an appointment for May 8, 2013. The service department found the leak in the Output Shaft Housing and they would need the vehicle for an entire day. They told me to return the vehicle on May 10, 2013. When I returned for the servive on May 10, 2103, I questioned the sales manager and salesman [redacted] about their Points of Certification and how this vehicle was inspected prior to purchase. The vehicle should have failed according to the 100+ point system used to certify the vehicle. They blamed it on "human error". The afternoon of May 10, 2013, I was told my vehicle needed a new Transmission. This is a real problem I told them. I expressed to them that it was fraudulent practice to tell me it was "certfied" when something like a new transmission would never pass your companies Point Sysytem. It is now May 15, 2013 and they still have the vehicle. they offered me a $10,000 credit towards another vehicle. My wife and I are flabbergasted by this. I walked their car lot in disgust. I would have to spend another $5000 - $10,000 for another used or new vehicle. When asked for a refund we were told it would be a Legal issue. How am I suppose to trust this dealer with another purchase when they lied about the first sale. I hope you can get a better result for me. I guess I will need to hire a Lawyer to fight this Fraud. Thank YouDesired Settlement: Full Refund

Business

Response:

We gave the customer what he requested, which was trading him out into another vehicle and giving him full credit for the previous vehicle purchase. He left fully satisfied with the change out. This matter was actually resolved several weeks ago but the notice somehow ended up in my junk mail, therefore the delay in our response.

Review: I recently took my car to their collision center after an accident. I told them not to do any work, order parts, etc. until they did the estimate as it was an older car and I wanted to make sure it was worth the effort and cost to fix it. After 4 days, I received the estimate and told them to hold off on doing the work. They ending up charging me over $300 ($200 of which was for a so called restocking fee on parts that I never authorized) just to retrieve my car in worse shape than I left it.

When I picked up my car, they covered it in marker. Not just to identify the work that needed to be done, but all over the entire car. No other car in their collision lot had a 1/4th of the marker my car had on it. It took me hours to remove and still can't get some of it off. I believe this was their intent since I decided to not have the work done.

I wrote their management describing the incident and my frustration, but never received a response.Desired Settlement: I would like the $200 + tax restocking fee credited back to my credit card.

Business

Response:

Complaint ID: [redacted]

Review: February 2014 I picked up my [redacted] after transmission work was completed. On the way home, I had no brakes. After contacting Rothrock service center, I was told that if the brake failure was determined to have been caused by them, they would pay for the tow back to Rothrock and fix the brakes at no charge. Rothrock is about 60 miles from my home, a tow bill I did not want to be responsible for so I had a local mechanic put the car on a lift and look at it. In his professional opinion, Rothroth did not put the brakes back on correctly which caused the brake failure. I have pictures of the car on the lift. I contacted the local tow company, [redacted], and the fee was $72 hookup and $4 per mile. I thought that was a lot of money and wanting to treat them as I would like to be treated, I tried to find a cheaper way to get my car back to Rothrock. My best friend's brother borrowed a trailer from a local trucking company, put the [redacted] on and hauled it to Rothrock with his [redacted] for $120. After Rothrock repaired the brakes, I asked for the tow reimbursement and was told they needed an invoice. Had they told me that they would only pay if towed by a towing company, I would have done so. I thought I was being nice by getting a lower tow fee. After contacting numerous people at Rothrock and told several times that I would receive my tow fee, I still have not received it. I just keep getting the run around. An honest decent person would have kept their word. I understand people make mistakes and even though I was scared when I was coming off the highway at 65 miles per hour only to find I had no brakes, I treated them kindly. I believe if you make a mistake, apologize, be fair, fix it and move on. I NEVER received an apology (actually [redacted] tried to blame it on the authorized-by-[redacted] parts that I purchased from [redacted]). They did fix the brakes but never kept their word on the tow reimbursement. I am so very disappointed with the only car dealership I purchased every new vehicle I ever owned from. They have lost my faith in them with their horrible customer service, their lack of caring, and their dishonesty. If I had done what they did, I would have felt terrible knowing that my actions/lack of putting the car back together correctly had the potential to be deadly, I would have sincerely apologized, fixed the car, paid the towing and put gas in the car for the unnecessary/potentially deadly drive home.Desired Settlement: I would like them to keep their word and finally reimburse me the $120 I had to pay for the tow. I would like them to take me off their service center mailing list as they certainly are not trustworthy.

Business

Response:

We agreed to reimburse the customer for the towing fee of $120. The check request was submitted by our service department a month ago, but was somehow misplaced. We reissued the check request and the check is being put in the mail to the customer today. We called the customer this morning to apologize and to let her know the check is being put in the mail to her today.

Consumer

Response:

[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.]

Thank you Revdex.com, 2 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 [redacted] 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 [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: rothrock collision had us trust them to do hail damage repair and painting of our jeep to original color. turns out they gave our jeep back multi colored. after telling them they tried to re fix by painting a couple more pieces. it still didnt match. they responded with we did all we can do and treated me like I was dumb saying millions of excuses why tge paint is different colors every where. I took to another shop today for second opinion. they said it basically has to be all re painted that they matched the original paint color poorly and didnt even try to match it to existing paint. this was covered with insurance as well. either way my car needs to be all the original color. im tired of being treated like because im a girl im stupid and crazy that my colors match.Desired Settlement: I would prefer you to pay out of your pocket to another auto body shop for my jeep to be restored to the original factory color

Business

Response:

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 10/8/14.