Rothrock Motor Sales, Inc.

Review: I took my car to Rothrock on April 08,2014 to have the heat fixed in the car when I recived the car back on the 9th the heat was not working so I took the car back on 4-17-2014 to have it fixed when I picked it up on 4-18-2014 the heat was still not working the service manager asked that I give them chance to repair it . I left their to get it fixed. I received a call on Monday 21,2014 that there was nothing wrong with the car it was designed to work that way. I am still not getting heat from the car.Desired Settlement: I need my money back so that I can take my car to another mechanic to get it fixed since they have no intention of fixing the car.

Business

Response:

To whom it may concern.

Review: We purchased a new 2004 Chrysler Town and Country mini van from Rothrock Motors in late 2004. Our sales experience was fair/good. Twice my braking system was serviced there, by [redacted] and his crew and twice the brakes failed just afterward. After the most recent brake failure, [redacted] and his service colleague created excuses and possibilities, but were not able to diagnose the problem. They blamed hot weather and steep hills (the latter of which were not present) as the probable cause of failure. Furthermore, it did not concern him that twice the brakes failed just after service and parts were provided by his team, at the Rothrock dealership. His suggestion after the second failure, when I went to speak with him in person, was to drive it more to see if it happens again. When I told him that I have a van that my wife does not want to drive for fear of getting in a crash, he asked me what I drove. I asked him why and he said we could switch vehicles. I told him I drive a pickup. I would describe that resolution attempt smug to say the least. He then said I could leave the van there and he or his team would put miles on it to see if they could duplicate the problem. I found that unacceptable as well, which I will explain shorty. In the end, he offered no resolution for the amount that I paid (over $700.00) for a poor product and poor service. I recall the phrase, "I don't know what you want me to do" being said a few times. When I reiterated that the brakes failed twice just after he and his team worked on it, I got a shoulder shrug.

The first time the brakes failed in 2007, I returned the car. I was going UP a hill and I put the pedal to the floor as I made a left turn through an intersection. My wife and three kids were in the car. I had them picked up and had the car transported back to Rothrock for diagnosis. [redacted] offered to drive it over the weekend in an attempt to diagnose or duplicate the problem. I left it over the weekend and upon return, he advised me he never drove it. No explanation was given as to why he did not do what he said he would, and there was no offer of reimbursement for the failed service for which I paid. His indifference and lack of answers was disturbing and I asked my wife to discontinue taking the vehicle there. I had the brakes checked by a local mechanic, which was an additional cost. I recall that the lines were bled and pads adjusted, but I am not positive.

Last month without my knowledge, my wife took the car there for service, which resulted in brake pads, rotors, bushings, etc... I was very disappointed and explained that I did not trust the dealership or service department after the last poor experience; I was driving the van the first time the brakes failed.

Approximately one week after the 2013 service and parts replacement, my wife was driving my daughter to a class and again the brake pedal went to the floor. She panicked, pumped the brakes and was able to get enough braking to pull the van over. Regretably, she called Rothrock while she was emotional, and told them what happened and that she should have never taken the van there and that her husband was right about their poor service. They asked her to have it towed back there so they could check it. I regret the fact that she had [redacted] tow the vehicle back to Rothrock instead of a mechanic/brake specialist to properly diagnose the problem they created, again. They advised her that they could not locate any issues. I find that hard to believe, and I supsect that their mistake or forgotten service procedure was again covered up and left as "unexplained." Even worse, they manufacture excuses in an attempt to cover their tracks.

I called my wife from work at lunch time and I could tell something was wrong. She explained what happened while she and my daughter were in the car. She then told me the van was already back at Rothrock's service department. When I went in to speak with [redacted] in person, another one of his service team colleagues asked if he could join the conversation, since he was there when the van was brought in and since he used to own a garage in south [redacted]. He explained that the area of [redacted], PA where she was driving has steep hills, and that the brakes probably failed because of the hills. I advised him she was not driving up and down steep hills; the brakes failed just off of a limited access highway with very little grade to the hills. He then said that it was very hot that day, and the fluid probably heated up. I asked him why cars all over the [redacted] were not suffering from brake failures due to heat, which would surely result in some crashes. I also reminded him that THIS car was just in their shop for service for the specific issue that failed. When I explained I have a van with over $700.00 of parts and service that no one trusts to drive, neither [redacted] nor his colleague had anything to say. I thanked them for their time and left, knowing from my past experience that my money was wasted and I was not going to get any help or explanation from them, or the dealership (I complained to management the first time, and was ignored). After this last experience, I contacted the dealership via their website. I left my phone number and asked for a return call; as of this date, no return call.Desired Settlement: I don't expect a full refund, but I feel that 1/2 of what I paid for the second failed service/product would be sufficient. Also, I would like to know if the Rothrock dealership executive get notified of incidents like this. My first experience with this dealership's service department led me to believe that they are shielding their own from negative comments going up their chain. I attempted to speak with Fritzinger's supervisor the first time, and was treated in the same, indifferent, dissmissive manner as [redacted] and his colleagues. Any apology, phone call or letter at this point would be insincere. Any offer of credit or future free service there would NOT be used. We are never going there for anything again.

Business

Response:

To whom it my concern,