Simmons-Rockwell

Customer satisfaction is very important to Simmons-Rockwell. Simmons-Rockwell brought the ford escape into the service dept and diagnosed it. We then did contact the 3rd party exetended service company and they tell us they would be out within hours. We placed numerous phone
calls to the ***'s extended service company trying to get them to our Hallstead location to inspect the ford escape . Today August 10th they did approve to order the parts for the ford escape. If the ***'s should have any questions feel free to call me .Thank you Brian L*** ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs
originally stated I requested that “How like resolved:” [= updated explanation]
“1.)
Identify WHY was my car incorrectly repaired (over torqued bolts) repay me for
ALL costs, losses, etc [No request to pay for ALL costs to me including roll
back, loss of vehicle…et.]
2.) Assurances that this problem is remedied
so it will never happen again[No written assurances given yet.]
3.) Take responsibility for any possible
injuries or deaths in the PAST from similar defective repairs to OTHER
UNSUSPECTING customers like myself.” [No SR action yet, Revdex.com archives on this still also awaiting.]
Regards,
*** ***

I have attached a letter that we mailed on 3/16/2017, that explains and responds to this complaint.Thank you for your time First I would like to state that Customer satisfaction is very important to Simmons Rockwell.Simmons Rockwell did sell a repair facility lug nuts that were in turn
installed on the customers Jeep. Where the problem lies and more questions are: 1.) Was the proper torque put on the lug nut?2.)Customer states that lug nuts were “hand tight” which would make the lug nuts strip and snap off.If Simmons Rockwell would have put the lug nuts on the vehicle we would replace the brakes and help the customer out, but being that we didn’t and can’t answer the questions above we don’t feel the liability lies with us. The customer states that OUR parts were “faulty”, but the parts are not OUR’s as they are provided to us by the manufacturer. If I can be of any further assistance please don’t hesitate to contact me at *** ext*** or via email at ***

In response to claim ***
To whom it may concern,
The customer in question had an issue with a workmanship issue on a repair performed in June 2014. Customer was not comfortable bringing the vehicle back to Simmons-Rockwell to investigate the issue. So
customer brought vehicle to another Subaru dealer of his choice
Simmons-Rockwell offered to pay to correct any issue, that our workmanship caused. To our knowledge that was the end of the issue
We have internally address our workmanship issue at the time we were informed of it

Revdex.com spoke with the consumer today and she stated that Simmons-Rockwell has not contacted her further and she didn't believe they would assist her further Consumer advised Revdex.com that she has traded in the vehicle at another dealership

Customer satisfaction is very important to Simmons Rockwell.
In regards to the key, we had our Parts Manager (*** ***) in our Big Flats parts deparment order a key on February 8th and it should be here by Wednesday, February 12th. We will
call Mr*** and program the key for him at Simmons Rockwell's expense of $
We do apologize for any miscommunication in regards to extended service contract cancellations, we have brought this up to our employees and will work diligently not to have this happen in the future
Thank you
*** ***

To whom it may concern: In investigating this concern further it has come to our attention that when the cancellation was requested the handwritten cancellation form looked as if the miles written were 90,instead of the 40,that it should have been and that is what the warranty company figured the refund based on, the effective date of the cancellation was 6/11/per the customers request. We have called the warranty company and requested a new refund amount based on the proper cancellation miles. The amount of the refund should be $1540.87 minus the initial refund check of $equals an amount due to the customer of $which will be put in the mail tomorrow (9/14/16). We apologize for this error and we are changing our practices regarding warranty cancellations. Sincerely,Brian L***

First I would like to state that Customer satisfaction is very important to Simmons Rockwell.Simmons Rockwell did sell a repair facility lug nuts that were In turn Installed on the customersJeep. Where the problem lies and more questions are:1.) Was the proper torque put on the lug nut?2.) Customer states that lug nuts were "hand tight" which would make the lug nutsstrip and snap off.If Simmons Rockwell would have put the lug nuts on the vehicle we would replace the brakesand help the customer out, but being that we didn't and can't answer the questions above wedon't feel the liability lies with us. The customer states that OUR parts were "faulty", but theparts are not OUR's as they are provided to us by the manufacturer.If 1 can be of any further assistance please don't hesitate to contact me at [redacted] ext.[redacted]

I called to report that my car's check engine light had come on a couple times abd had went off but to me it felt like my transmisson was slipping sand was told it needed to be on to have it looked at.  The following week the check engine stayed on so I took it in.  The state it is...

an engine misfire.  The invoice that I have states that the r.o. open date is jul 9,2014 and closed on 7/28/14 while they had my vehicle the milage in was 32059 milage out was 32850.  The vehicle is having the same issue now and is scheduled for 9/3/14.  When I am having these issues it always takes a week to get it in.  This vehilce has also been in to have the water pump, gasket and thermostat replaced because of issues with them.  The vehicle was in the shop from 8/7-8/8 for the AWD as the service AWD light was on , at that pont they had to replace the awd module and the drive train module.  On a side not it was also in for radio issues.  I am very frustrated with the vehicle, I worry every time I drive it that I may not get from point a to b.
I bought this car on 3/29/14 for 18,999 and feel that I truly got a lemon.  This vehicle was sold to me without an owners manual and was promised one by the salesman which never happend I personal just called dodge and had one sent to me.  It was also sold to me with no antenna and horrible tires.  I purchased the antenna out of my own pocket and have replaced the tires.
I just would like simmons to make this right and take the lemon back.
If you have any other questions please let me know.

Dear [redacted],
 
In response to complaint ID [redacted]. Customer arrived for their appointment on 09/03/2014, at that time there was no check engine light on nor were there any stored codes in any of the modules. Test drove vehicle for the transmission shift concern, transmission is shifting as designed per manufacturer specifications. Scanned vehicle, verified all module software is up to date. Customer was advised if the check engine light comes on, the dealer needs to have the vehicle back immediately for proper and thorough diagnosis. Advised customer if the module reads enough drive cycles without any faults, the code will clear. Vehicle is operating as designed.
 
Regards,
 
[redacted]                                                                                                            
Service Manager

To whom it may concern:
     In investigating this concern further it has come to our attention that when the cancellation was requested the handwritten cancellation form looked as if the miles written were 90,183 instead of the 40,183 that it should have been and that is what the warranty company figured the refund based on, the effective date of the cancellation was 6/11/16 per the customers request.  
     We have called the warranty company and requested a new refund amount based on the proper cancellation miles.  The amount of the refund should be $1540.87 minus the initial refund check of $244.47 equals an amount due to the customer of $1296.40 which will be put in the mail tomorrow (9/14/16).
 
     We apologize for this error and we are changing our practices regarding warranty cancellations.
 
Sincerely,
Brian L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As
originally stated I requested that “How like resolved:” [= updated explanation]
 
“1.)
Identify WHY was my car incorrectly repaired (over torqued bolts) repay me for
ALL costs, losses, etc [No request to pay for ALL costs to me including roll
back, loss of vehicle…et.]
 2.) Assurances that this problem is remedied
so it will never happen again. [No written assurances given yet.]
 3.) Take responsibility for any possible
injuries or deaths in the PAST from similar defective repairs to OTHER
UNSUSPECTING customers like myself.” [No SR action yet,  Revdex.com archives on this still also awaiting.]
Regards,
[redacted]

Dear [redacted],     
   Customer satisfaction is very important to Simmons-Rockwell.  We did address Mr. [redacted] issues.  Driving any truck small or big ant hitting the smallest pothole at different speeds can send veh into washboarding.  We...

have inspected Mr. [redacted] veh and it performs to manufacturer specifications.  We put a new hitch on his truck also.  There is no 3 day return policy in Simmons-Rockwell.  When  Mr. [redacted] brought  his truck in for service he never stated anything about paint falling off or blown speakers.  Mr [redacted] can contact me if he has any other questions.
###-###-####
Thank you
BRIAN LIDDY

Customer satisfaction is very important to Simmons-Rockwell. On August 1st we had the Subaru extended service issued. We do apologize for any inconvenience. If you should have any further questions or concerns do not hesitate to call or stop by.
Thank you
[redacted]
Dealer...

principal
###-###-####

I want to first state that Simmons Rockwell Auto Group are not crooks!  We take customer satisfaction very serious.  Mr. [redacted] was not lied to. The vehicle was not represented as an All-Wheel Drive car.  The Worksheet that Mr. [redacted] signed off on does not state AWD, or that it has...

Bluetooth(worksheet is attached).  If it had that equipment it would of been put in the option line because that would just build more value in the vehicle at the time of sale.  To address what Mr. [redacted] is requesting we have the following response:1. The vehicles are sold with how ever many key we have when we sell it.  If it has 3 you would receive 3...if it has one that is how the car is sold.  This is a company policy on used cars, in order to keep our overall cost down and have the pricing that we have.2.  The Extended Service Plan has been cancelled and a refund in the amount of $2099.15 was sent to your finance company on 3/22/2016.  The policy was for 5 years from purchase date and up to 100,000 miles.  The amount given iis a prorated amount for the 8 months that the policy was in use.  3.  The Autosaver System has already been installed on the vehicle and cannot be taken off and re-used.  There is no way to take off and prorate the unit.  No refund is available for the unit.Any questions please contact me at ###-###-####.Sincerely, Brian L[redacted]

Thank you for taking the time to write a letter for your concern.   Customer satisfaction is very important to Simmons-Rockwell.  Since reading this letter we have spoke to Lenny R[redacted] and repermand him.  Simmons-Rockwell did follow up with Mr [redacted] bought...

had already purchased elsewhere.  If Mr [redacted] would like to talk further I would more than happy to talk to him.  When Mr  [redacted] is in the market for another veh please don't hesitate to call or stop by.Thanks
 Brian L[redacted]

hey
my name is [redacted] and I filed a complaint not...

to long ago with simmons Rockwell in bath ny and I just wanted to let you know that everything has been settled with them. I got a car from them that I am happy with now and there are no more complaints. thank you.
[redacted]

Customer satisfaction is very important to Simmons-Rockwell. I do apologize for the delay and mis-communication of our dealership and employee.  On 3-10-17 Thursday, we did have a navigation SD card fed-ex'd out to the customer.  The navigation card was suppose to come with the car....

If the customer has any more issues or complaints they can contact me directly at [redacted] or [redacted] Ext [redacted].Thank you Brian L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I called Simmons and Rockwell and talked to the assistant service manager for the Dodge garage ,  I advised him that while drving along (not while shifting) that the car hestatitated like the transmission was slipping as it had in the past when the codes read engine misfire.  I told him the check engine light did go off by its self about 5 min later.  He said they only appointment I have is next wedsday 9/3/14 I called on tuesday 8/26/14.  So of course the codes reset them self as I had to drive the vehicle as it is the only transportation that I have.  I bought this car in March as stated prior, this promblem started on June 22nd while my family was driving along after my sons 6th grade graduation, that day it was really bad felt as my car engine was going to blow or car was just going to quit, on this date my husband was with me and said after you drop me off and have cell service call them and get it in something is wrong. I called and told them what was happing and the soonest they could get me in was a week and advised me to not drive it if at all possible, I said well you may be picking me up here in a couple min with a tow because if I can't get to where I am headed I will need a ride,(again this is my families only transportation). I then tried another dodge dealership who also couldn't get my vehicle in that day but advised me to pull over shut car of for 5 min to see what would happen.  I did as advised and the car acted fine for a couple days then it acted up again, At that point I made an appointment with simmons rockwell and stated that it needed to be looked at, made an appointment for 6/26/14  , I had let them know that my kids would have a doctors appt up the road and would either need a ride or a car when they looked at it.  I arrived and they didn't have a ride or car available so I was unable to leave it, I was frustrated and left as I had to get my children to the doctor.  The vehicle then acted up again but with this time the check engine staying on, made an appointment with simmons, on July 9th I  left my vehicle at that time codes were in the history for engine misfire they cleared the codes, test drove and couldn't get it to act up. (as I stated it just happens when you are driving along nothing makes it do it).  I also had them check another concern of mine with a whistle noise in the engine and at that time they decided it needed a water pump, gasket, thermostat and a thermostat housing.  The tech also stated thetransmission shifter was binding and needed to replace that at a later date due to not having the part, which I took the vehicle back for.  On august 7th I took the vehicle back for a concern with the service AWD coming on while going up hills , at that point they had to change the AWD module-drive train control. The latest was when I had it there on 9/3/14 and unfortuntly the vehicle cleared its own codes because of the wait, yes at that time the service maanger told me next time to just bring it out so we can at least read the codes and then get you an appointment if needed.  I don't want there to be a next time, I don't have time to keep taking out of my work schedule to take this vehicle back and forth. I truly feel that I got a vehicle that is a lemon and at some point something is going to go wrong with it but maybe that is what they hope for,and at that point it will be out of warrenty .  I truly feel they need to make this right with me, I spend 417.60 a month on this vehicle to make sure that my famili has reliable transportation only to have to worry "well is my car going to act up again today or am I going to be lucky for one more day".  I don't want this closed I am not satisfied.  I feel for the price that I paid for this vehicle I should not have the daily worry.
Regards,
[redacted]

Customer satisfaction is very important to Simmons-Rockwell.  Simmons-Rockwell did receive the invoice today from the customer and we are mailing out the check today.Sorry for any inconvenience