[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 complaintThank you Regards, [redacted]
[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] ***
COMPLAINT: [redacted] To whom it may concern, When repairs were completed on the last service visit the vehicle was operating as designedI 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 chargeOf 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 clientOur goal is to just have the vehicle operating normally and have the client have an enjoyable ownership experience
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 $to be used at our facility
in response to the above complaint, Rothrock followed our 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
We agreed to reimburse the customer for the towing fee of $ 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
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 accidentWe have been in contact with his Insurance Company to come up with a plan to handle any & all of his concerns The $amount that [redacted] is requesting in reimbursement unfortunately will not be reimbursedThat amount was paid to the rental car company since [redacted] 's vehicle was finished at the Body Shop on September 11th & he voluntarily decided to keep the rental until December 23rd We are currently waiting for [redacted] to respond & set up an appointment at his convenience so we can all review his vehicles concerns together
The customer stated that they went into another dealership to trade in their ***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
To whom it may concern size="3" face="Times New Roman"> On 4/8/***- [redacted] brought her [redacted] VIN [redacted] to Rothrock Motors to have her vehicle diagnosed for having no heater on the right front floor of her vehicleThe concern was verified by a Level [redacted] technician to be a restriction in the heating/cooling system caused by contamination in the systemThe 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 $At that point ***- [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/the client stated that there was no heat at all in the vehicleThe vehicle was brought in and the client’s concern was verifiedAt 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 completedThese 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 MotorsWhen the vehicle was checked, the system was operating normally and the client picked the vehicle back up on 4/21/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 involvedWe 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 $on our invoice of 10/18/and he agreed that we should not have been billed for it So along with the $reimbursement, we feel an additional should be granted for a total of $ Regards, [redacted]
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 ***They were [redacted] , Sun rider soft top, speed manual and had a/cThey supplied me with the Vin #'s as I was told that dealerships are able to swap a vehicle out for one of theirsBelow 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 possibleThank you Regards, [redacted] *** [redacted] As stated in prior response, pale
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 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 contractPlease 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 [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 MrL [redacted] and MrK [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 optionsWhile 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 [redacted] relative to purchasing a new vehicle off a dealership lotThe dealership has an exchange policy which allows her to exchange her vehicle within 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 vehicleShe 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 differenceShe 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 customersCustomer service remains our number one priority We remain open to helping her resolve her concerns
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, 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,and she switches it out for one with AC that is $22,000, she would have to pay only the $2,difference I hope this clarifies things for her, as our desire is to resolve this and maintain a good customer relation with [redacted] ***
[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 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-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-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]
Revdex.com The facts: The customer came in looking for a [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 MrL [redacted] and MrK [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 optionsWhile 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 [redacted] relative to purchasing a new vehicle off a dealership lotThe dealership has an exchange policy which allows her to exchange her vehicle within 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 vehicleShe 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 differenceShe 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 customersCustomer service remains our number one priority We remain open to helping her resolve her concerns
[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 complaintThank you Regards, [redacted]
we cleared up the matter and gave the customer the $
[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] ***
COMPLAINT: [redacted] To whom it may concern, When repairs were completed on the last service visit the vehicle was operating as designedI 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 chargeOf 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 clientOur goal is to just have the vehicle operating normally and have the client have an enjoyable ownership experience
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 $to be used at our facility
in response to the above complaint, Rothrock followed our 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
We agreed to reimburse the customer for the towing fee of $ 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
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 accidentWe have been in contact with his Insurance Company to come up with a plan to handle any & all of his concerns The $amount that [redacted] is requesting in reimbursement unfortunately will not be reimbursedThat amount was paid to the rental car company since [redacted] 's vehicle was finished at the Body Shop on September 11th & he voluntarily decided to keep the rental until December 23rd We are currently waiting for [redacted] to respond & set up an appointment at his convenience so we can all review his vehicles concerns together
The customer stated that they went into another dealership to trade in their ***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 spoke with the customer and are refunding the money per their request
To whom it may concern size="3" face="Times New Roman"> On 4/8/***- [redacted] brought her [redacted] VIN [redacted] to Rothrock Motors to have her vehicle diagnosed for having no heater on the right front floor of her vehicleThe concern was verified by a Level [redacted] technician to be a restriction in the heating/cooling system caused by contamination in the systemThe 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 $At that point ***- [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/the client stated that there was no heat at all in the vehicleThe vehicle was brought in and the client’s concern was verifiedAt 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 completedThese 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 MotorsWhen the vehicle was checked, the system was operating normally and the client picked the vehicle back up on 4/21/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 involvedWe 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 $on our invoice of 10/18/and he agreed that we should not have been billed for it So along with the $reimbursement, we feel an additional should be granted for a total of $ Regards, [redacted]
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 ***They were [redacted] , Sun rider soft top, speed manual and had a/cThey supplied me with the Vin #'s as I was told that dealerships are able to swap a vehicle out for one of theirsBelow 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 possibleThank you Regards, [redacted] *** [redacted] As stated in prior response, pale
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 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 contractPlease let us know if there is any further questions or information you require Thanks, Dean R [redacted]
We have agreed with Mr [redacted] to give him two free oil changes and a reimbursement check for $ He is satisfied with this resolution
Revdex.com face="Calibri"> The facts: The customer came in looking for a [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 MrL [redacted] and MrK [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 optionsWhile 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 [redacted] relative to purchasing a new vehicle off a dealership lotThe dealership has an exchange policy which allows her to exchange her vehicle within 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 vehicleShe 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 differenceShe 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 customersCustomer service remains our number one priority We remain open to helping her resolve her concerns
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, 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,and she switches it out for one with AC that is $22,000, she would have to pay only the $2,difference I hope this clarifies things for her, as our desire is to resolve this and maintain a good customer relation with [redacted] ***
[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 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-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-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]
Revdex.com The facts: The customer came in looking for a [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 MrL [redacted] and MrK [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 optionsWhile 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 [redacted] relative to purchasing a new vehicle off a dealership lotThe dealership has an exchange policy which allows her to exchange her vehicle within 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 vehicleShe 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 differenceShe 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 customersCustomer service remains our number one priority We remain open to helping her resolve her concerns