ComplaintsforRocky Mountain Eurosport

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought a truck in Sept of 2023 and in the first week of bringing this truck home it had a big oil leak I took it in and brought it home and in 2 days I have another oil leak so at the end of September I had taken it again for a bad oil leak they kept the the truck at there shop and the truck is still there today and now it July 15 of 2024 and after the worrenty inspectors checked it they said it needs a new moter I called the dealership to complain about it and they won't let me talk to any manager just the car salesman that sold me the truck I asked him if he would help and he won't give me a honest answer on if they are going to repair it or not every time I try to call and get a manager it goes straight to the salesman Noone will help me

  

  Business response

  07/27/2024

  On August 3, 2023, **************** purchased a truck with ******* miles on the odometer. Before the sale through the used car department, the truck underwent $7,312.92 in repairs, as documented in repair order *****. During the sales process, an agreement was made to address a leaking sunroof, which was noted in a "we owe" document and kept on file. The sunroof repairs were completed, along with several other standard pre-sale repairs typical for used diesel trucks. 
  
  Upon purchasing the truck, *********************** opted for a third-party **************** contract. During the used car inspection, a leak was discovered at the driver side turbo, identified as a failure in the driver side turbo feed line, which was repaired before the truck was delivered to ****************.
  
  Fifty-six days later, on September 29, 2023, **************** returned to the dealership regarding an oil leak that appeared after delivery. The technician inspected the driver side turbo feed line and found no issues. Instead, the leak was traced to the passenger side turbo area, leading to the diagnosis of a failed turbo oil return line seal. A claim was submitted for this failure but was denied since the extended service contract does not cover hardware and seals at the turbocharger. 
  
  In a gesture of goodwill, the service department completed an additional $1,185.52 in repairs to the right-side turbo return line at no cost to ****************, as reflected in repair order *****. A few weeks later, on October 12, 2023, **************** returned to ***, stating that his low oil light and check engine light had illuminated on the dashboard, raising concerns about these issues being related to previous repairs. He mentioned that he had another diesel truck and planned to spend the winter traveling. The service department informed him that they had no available openings soon and he indicated he would return in April, intending to leave the truck until then. The truck remained on the lot until April.
  
  In April 2024, **************** called to inform us of his return to ******** and expressed a desire to start repairs. During our first conversation with him, he provided a history of the truck and indicated he wanted to proceed with repairs to get the truck back on the road. We dispatched a technician to jumpstart the truck and diagnose the oil leak. Upon inspection, the technician discovered that the check engine light indicated a misfire. No leaks were found from either the driver or passenger side turbo, but a significant leak was detected between the engine and transmission. The technician recommended removing the cab, engine, and transmission to pinpoint the source of the new leak but noted that our shop lacked the necessary hoist to perform this service.
  
  We then informed **************** that our facility could not diagnose the leak and suggested he consider taking the truck to a different service center. He agreed and did not have a preferred shop. After contacting local shops, we found that *************** could handle the truck and was familiar with diesel engines, but they would not have availability until June. To assist ****************, RME arranged for the vehicle to be towed to *************** as a goodwill gesture. 
  
  We provided *************** with the extended service agreement details for any potential claim filing if a covered failure was found. A few days later, *************** reported that the misfire was due to low compression in a cylinder, indicating that the engine required replacement. They also noted that the leak was likely from a failed rear main crankshaft seal between the engine and transmission, and they had filed a claim with the extended service department, with a third-party inspector set to evaluate the truck.
  
  Shortly after, **************** contacted us inquiring whether RME would cover the cost of an engine replacement. We discussed the situation with him, clarifying that no claim could be approved or denied until the specific failed component was identified. We informed him that his contract required his approval for the necessary labor to determine the cause of the low compression. We explained that the failure of the engine was unpredictable and that RME would not cover the engine replacement; however, he was encouraged to pursue coverage through the extended service contract and approve the teardown to assess if the failure was related to a covered component.
  
  In the first week of July, we spoke with ***************, who mentioned that **************** had not approved any teardown to proceed with his engine claim. During that conversation, they indicated that **************** was considering selling the truck to avoid a lengthy motor replacement and the associated claim process. In the same week, **************** reached out to inquire about his truck's value if he were to consign it to RME with a failed engine. We connected him with a sales representative who had assisted him during the purchase for further discussion regarding this arrangement. 
  
  To summarize, **************** has a pending claim with his extended service contract provider that remains unresolved. The truck was driven approximately ***** miles after purchase over a span of approximately 70 days. No low compression issues were evident during the used car reconditioning or on follow-up visits after the repair of the passenger side turbo seal. Furthermore, no check engine lights were active at that time. Catastrophic engine failure can occur at any point in a vehicle's lifespan, and there is no method to predict the timing of such failures. **************** closed his repair order with *************** on July 12, 2024, and to my knowledge, he has not reached out to RME since the first week of July. The truck he purchased was as-is, and we have encouraged him to proceed with filing his claim, but we will not be paying for a motor for him.

  Customer response

  07/27/2024

   
  Complaint: 21985700
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************;     1 THERES NO WAY I could have driven this truck a thousand miles it never left the city of ******. I only got to drive the truck for the two weeks that I had it.  I had nothing but problems with the truck and when the mechanic at Right Auto across the street from euro sports told me that the truck barely has more than 300 miles on it since I had bought it, the mechanic called me and asked me if I was going to pay the service bill, so I did. I didn't know otherwise. I thought I was paying just for the service that they had done that's why I paid him ($685.00). As far as rejecting any work to be done he told me that the service writers had refused to pay for it. I tried to call euro sports to speak to a manager and the operator would only connect me to the salesman that sold me the truck. I couldn't talk to anyone else, and he said, "you bought it, you own it"! There's no way they could sell a truck that fails in the first 2 weeks of owning it. I asked him why they couldn't just buy it back or give me my deposit back and stop the payments from going forward. He said no they can't do that.

  This is not fair to anyone that buys a car or truck from anyone!

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 *** 228i from Rocky Mountain Eurosports on December 19, 2023, and encountered two issues:Issue 1: I was incorrectly informed by the finance manager, *******, that the S.W.A.T **** Security tracking and glass coverage add-ons were mandatory, as they were already installed. This contradicted prior discussions with ***********, *****. ******* insisted they were required, for the sake of his personal financial gain via commission. I signed the contract under the impression these add-ons were compulsory. Later, learning they were optional, I sought a refund for the tracking add-on, given the misinformation that I bought them based off.Issue 2: Before buying, I had the car inspected, revealing error codes in the transfer case. ***** promised a pre-delivery inspection would address this. Post-purchase, the car began shifting into neutral unexpectedly. The service department scheduled me in for an expedited inspection they, later confirmed the transfer case module needed replacement, which they agreed to do at no cost to me. The contract which states this is attached. This was concerning since I specifically asked about the transfer case before the purchase. Nonetheless, if the dealership hold their end of the deal an complete the free repair I will be satisfied.On December 28, I spent five hours at the dealership attempting to resolve these issues. Manager ****** dismissed my concerns and said that he trusts that ******* didn't miss-inform me. After contacting the Independent Dealership Association to learn about what my options are, an inspection was triggered at the dealership. Subsequent discussions with higher-level manager ***************** were unproductive as he refused to answer whether my car will still be repaired free of charge as he asked me to leave the dealership. He implied a resolution could have been reached had I not involved the Association - bear in mind I tried to do before with ******, but he was unhelpful, leaving my issues unresolved.

  

  Business response

  01/05/2024

  ***** came in and we were willing and wanting to help him through the issue.  He however chose to threaten us with lawyers and seek legal action.  So as we are advised to do, we told him that this was no longer something that could he handled at the dealership level.  He didn't like that response and came back the next day to talk to me.  

  He claims that we gave him some paper promising to complete the work on his car for him, but if you review it they are notes from our service department, and its signed by the customer not by us.  Nowhere in the document that he provided does it say that we are promising to do anything.  The customer bought and AS-IS vehicle and declined additional coverage.  The customer has gone online and left bad reviews along with contacting various other local resources.  We planned on fixing the vehicle for the customer until he went down the legal road, and threatened our business.  

  Nothing is owed to the customer in the contract and no promises exist outside of that contract.  The dealership does not have any responsibility to the buyer, we were willing to do something for the customer as goodwill until he chose to threaten us.  

   

   

  Customer response

  01/07/2024

   
  Complaint: 21077277
  
  Thank you for your prompt reply.
  
  Prior to escalating my concerns to the dealer board (a course of action the dealership characterizes as threatening with lawyers and seeking legal action), I had already invested significant time and effort in resolving the matter directly with the dealership. This included a five-hour visit on December 28th (the audio of most interactions on this day are recorded and available for reference) and sending courteous emails to various management staff, including the owner Jacob Mazin (not sure if he received the emails since I never received a response from him), requesting a satisfactory resolution. Regrettably, these efforts were met with silence and disbelief rendering my time at the dealership unproductive and compelling me to approach the dealer board. The dealerships claims of them willing and wanting to help [me]through the issue are incorrect.
  
  It is important to note that I possess voice recordings of several interactions with the dealership's staff. These may range from:
  1- The moment I was pressured by ******* in his office into purchasing 'mandatory' add-ons for the sake of his personal financial gains directly via commissions.
  2- *****'s assurances regarding checking the transfer case prior to the purchase.
  3- ******* hysterical laugh and denies to even look into my claims.
  4- ***'s comparison of my complaints to the dealer board with calling the health inspector on a restaurant.
  5-Finally to ***, a manager in the service department, agreeing to undertake the repair at no cost to me. Subsequent to my formal complaint to the dealer board, the dealership opted to discontinue the repair process; as they clarified in their response.
  
  Attached to this response is a repair quote from an alternative local repair facility. I emailed a copy of just one of my recordings to the dealership staff that I referenced in this response, I am not attaching them to this response as I do not want to publicly release them for the sake of the employees at the dealerships privacy. However, further disbeliefs in my claims will force me to upload them.
  
  Going back to the transfer case, ***** *********** assured me multiple times that the errors from the transfer case are permanent codes, and nothing to worry aboutbefore the purchase of the vehicle. Two witnesses were present, and both already agreed on confirming what they heard in the case that it is  necessary to do so. The purchase of the car was only made under the assumption that what ***** told me was correct. This was a false claim by *****, he never requested that the service department check the transfer case, he acted based on his own knowledge with only his personal gain in mind commission from selling a vehicle and he did not take my concerns about the transfer case seriously. Had he been honest and truthfully checked what the codes I showed him meant instead of pretending to know that they are harmless, the vehicle would not have been purchased. Now that ***** has been proven incorrect,and my car does not hold up to the confirmation ***** made about the transfer case being functional; I expect the car to be repaired free of charge, like *** agreed (recordings of *** stating this are available) before I complained to the ************* I should clarify that I did not demand the inclusion of this on the We Owe contract, since at the time of signing the transfer case should have already been checked according to *********** ***********************. In other words, all contracts were signed under the assumption that the transfer case has already been tested.
  
  Additionally,I would like a copy of the Tracking add on contract. At the time of purchase, I was told that no tracking-add-on contract exists, I was not given a contract nor did I sign one with information about the tracking service. The tracking add-on along with its price was referenced in two other paper work that I did sign,but I was told that the add on does not have its own contract; if this is not the case please privately provide me a copy of this contract. According to **** Security customer representative *******, the tracking device was installed in my car on November 1, 2023. I was told at the time that the device was installed for me which is why the add on is mandatory. Did the dealership fortune tell that I will purchase the vehicle almost 2 months before I visited the dealership? Is this another one of Demitris false claims?
  
  Finally,I would like to inquire about the in-house Limited Powertrain Warranty provided along with the car. This was a major selling point that was heavily advertised by the staff at the dealership. Pictures of the car with the warranty stickered on to it are available. The warranty is mentioned in the Vehicle Disclosure and Liability Released form; however the Buyer Guide clearly states that the dealership doesnt provide any limited warranty with the vehicle. Is this yet another misrepresentation of what comes with the car? Why is the dealership advertising a complementary limited warranty but not selecting any options on the standardized paperwork?
  
  The as-is sale does not void the dealership from their responsibility to represent the motor vehicle honestly. Fraud or misrepresentation in a motor vehicle/powersports vehicle sale is punishable under ******** Law (this is a direct quote from the Disclosures Required paperwork that was initialized by me and Demitri).
  
  I strongly encourage Rocky Mountain Eurosport to consider my following proposal:
  
  Firstly,I request a refund for the tracking add-on, which was sold to me under misleading circumstances by *******. This add-on was presented as mandatory,which I later understood was primarily for his personal gain via commission.Secondly, I seek either the completion of the necessary repairs to my vehicle as initially agreed by *** (recordings of *** agreeing to take on the repair will sent to BBB if my request is denied), or a pre-compensation of $1,719, as per the attached quote, enabling me to undertake these repairs at an alternate and reputable repair facility.
  Lastly,regarding the physical key that was ordered for my vehicle's VIN this key was necessary due to the car coming with only a remote transmitter and a blank physical key. I insist on its immediate release to me, as it grants access to my vehicle. Holding back this key, especially in conjunction with the mandated and dealership provided 24/7 tracking add-on, raises serious safety/theft concerns which I am sure the dealership would prefer to avoid.
  
  
  ************

  Customer response

  01/09/2024

  My last name is in the from.

  

  Business response

  01/10/2024

  Attached are the documents needed. We owe this customer nothing, he has been asked by the owner to stop coming by the store. They continue to harass our team via emails, phone calls and complaints. We will not be doing anything for them moving forward

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a car in June of this year, 2023 The dealer did not provide voucher to get an omissions done nor did they have an emissions done on the car so we paid out-of-pocket and it failed the missions testing. We contacted the dealer the dealer had us bring it in and realized that they did not give us a voucher which we have video proof of, and they tried to slide a voucher in to the car when we came to look at it it was unsigned, they agreed that they needed to have the car fixed. However, they have had the car since mid September and still do not have the car fixed. We have contacted them to try to see if theres any way for them just to buy the car back and get us out of the agreement since the car has not been fixed to the point to which they said no they do not legally have to do that, and they will not do that All agreeing to us fixing it but at this point we are 2 1/2 months into them, having possession of the vehicle and its still not being fixed when I questioned how that unlawfully acceptable, or even as a business, how you would find that OK he told me I am being facetious, fix it yourself When I told him know that it was their responsibility to fix it he told me that if I couldnt fix it myself dont tell them how soon to have it fixed I told them maybe we needed to reach out and find out legally if this is acceptable, and he told me he would no longer communicate with me and told my son they would no longer work on the car as well to hire a lawyer

  

  Business response

  12/08/2023

  We have been working diligently to get this issue resolved and has been at a third party shop that specializes in tunes and returning vehicles to standard from a tune.  When the customer purchased he knew that the vehicle was heavily modified.  When it did not pass emissions we took the vehicle and have spared no expense to get it to pass.  We are currently working with the emissions center to get all the things completed that are needed.  They even require certain stickers and paperwork for the changes, the stickers were mailed standard mail and those were necessary to pass a visual inspection.  

  This taking so long is obviously not in our best interest, however, we are at the mercy of third party vendors to complete the process.  We have been told by the shop working on it, that we are very close to completion.  I told the customer that once I had it passed then I would reach back out.  Our responsibility is to make the vehicle pass emissions and that is exactly what we are going to do.  

  This complaint is also filed as ***************************** but it is completed by his mother.  

  Customer response

  12/08/2023

   
  Complaint: 20923965
  
  I am rejecting this response because:
  Their idea timely response is not acceptable, and this complaint was filled out by my mother and I.  My mother got involved because Ive been walked all over to this point.  
  You all knew for months I was leaving for the marine's and now Ive been without a car over 2.5 months with no offer other than to fix it, every single phone call always ends in the same way, were working on it and it will only be a few more days this is just poor business practice.  Now I leave in a day and will be gone for 13 weeks, with no resolve still. *** asked even just this week to reverse the loan.  To be told no.  Sincerely,
  
  *****************************

  

  Business response

  12/11/2023

  At this point we explained that the issues are out of out control and we are at the mercy of the repair facility and CO emissions law.  We are working on this every single day, the facts of this situation don't depend on the clients feelings.  Just because they are frustrated doesn't make the issue go away or get automatically fixed.  

  I have explained to the buyer that if the situation is so easy to fix and should be done faster, then they are free to explore those options on their own and we can stop work and stop spending money.  Either they understand that the issue is difficult to diagnose and fix, or they can not accept that and find their own solution.

  Customer response

  12/12/2023

   
  Complaint: 20923965
  
  I am rejecting this response because:
  Plain and simple the business failed to give a voucher and there is proof of this.  They ARE doing the right thing fixing it . However, Ive yet to find anyone who agree 3 months is an acceptable time frame to fix a vehicle they sold that will not pass emissions. Every single time a phone call is made, and exchanged with the company. Its constantly itll just be a couple more days at this point my son is now in the Marines and gone for three months with no contact and no way to rectify the situation. The business knew this well ahead of time, and we literally had to go get power of attorneys to fight simple stupid things like this, instead of the company doing the right thing and revoking the contract. We find it really hard to believe that there is not a law on how long a company has to fix issues like this. In the meantime, my son is putting out between insurance and the car payment almost $1000 a month on a vehicle he has not had almost the entire length of the loan.  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon purchasing my vehicle they did new brakes all around calipers rotors pads. 4 months post purchase one of the brake calipers they claimed to replace exploded leaking brake fluid everywhere. Rendering my brakes totally useless and broken. Upon having the vehicle towed to a shop near my house they said that the brake calipers in both the front sides of the vehicle looked like they were used they were discolored and totally not reliable and not safe. They sent me home with the broken parts in order to prove my case. It costs me $1400 to replace both the front brake set **** This is ridiculous and I am asking for $1400 from this dealer to cover the price of the parts they did not correctly install on my car.

  

  Business response

  11/14/2023

  Mr. ***** purchased an as-is 2010 Lexus GX460 in August 2023.

  This is the first communication weve heard from Mr. ****** but he declined the service contract in the vehicle, and we are under no obligation to pay for any repairs on the vehicle four months after purchase. We will not be reimbursing for Mr. ***** and his wild claims that our master *************** didnt do their job properly in an attempt at getting reimbursed for brakes that exploded 4 months after purchase.

  We will not be doing anything for Mr. ****** as-is cars are as-is, period. No amount of attempt at ***** changes that fact.

  Customer response

  11/14/2023

   
  Complaint: 20865149
  
  I am rejecting this response because:
  While most of your claim is correct it boils down to this. I purchased the car and you guys kept it for three weeks to work on it. Part of this work was new brake calipers pads and rotors all around. I have driven the car **** miles and the job that you guys did fully went out. Theres no way that a master technician would do that shotty of a job. I have the parts that failed that look used and not good quality at all. **** miles after you guys did brakes the job you did completely failed 
  Sincerely,
  
  ******************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchases a car August 20 2023. Was told that the car was certified by their mechanics. Well here I sit November 3rd 2023 with the car in shop needing a new engine. I talked to a guy who claimed to be the general manager, soon after I explained the issue he said he was not the general manager, referred me to the service department. I have been calling leaving messages, no one will return our call! The car is under warranty, they can even tell us bring it here see what we can do. We didnt even put **** miles on it. This seems to be an issue for a lot of people, but ****** reviews are 4.5 stars.

  

  Business response

  11/03/2023

  Customer spoke to our service department 11/2 and spoke to ******* Mazin.  ******* spoke to the customer and the shop that they have the vehicle at recommended an engine without inspection, so we are working to get the vehicle here to our store.  We let the customer know that we are 2 months out for an appointment and the customer told us to keep as long as it takes.  She said she would call us back one she knew when the vehicle would be here.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,This is in reguards to the truck 16-year-old son who purchased from Rocky Mountain Eurosport. The truck is a 2006 Dodge **** and we Purchased it mid-October of 22 for $18,855.61. The very next day we took the truck back to the dealer because the truck wasnt starting and running properly and they had the truck for nearly 2 months, in the end they said it was fuel injectors and said everything was fixed. In early February the trucks fuel tank began to leak so we had the truck towed to Arapahoe dodge where they said the truck needed a new fuel tank and pump, which on the car facts for the truck the dealership indicated they replaced the fuel tank in Aug of 22 so didn't even last 6 months. Then the oil gauge started to plummet, and a horrible knocking sound began to happen, so we took it to the closest shop and that is where the mechanic lets us know the motor is shot. He then let us know that he noticed that the fuel injectors were said to be replaced on the truck and that whoever did that would have noticed this motor was in very bad shape. He then let us know that he isn't even confident the injectors were replaced due to the condition they were in. My son didnt get his license until April 3rd and the truck has only been driven ***** miles. We have reached out now for weeks and been told we will get follow up from the dealership after the salesman was going to reach out to the general manager and nothing has been done.

  

  Business response

  09/11/2023

  Will be towing customer's vehicle here to the ********************** to assess the mechanical issue. 

  Customer response

  09/28/2023

  Hello, I had filed a complaint and got a notice it was going to be closed and I was hoping we could keep it open as there has been no resolution. Thes truck has been towed and they have had it since then but we have not heard from them in about two weeks. Thank you!

  

  Business response

  10/11/2023

  We have the truck and are working on it and a solution for ***************.

  Customer response

  10/23/2023

  The Truck was towed in and we have not heard one word from the dealership and they have had the truck for just a few days shy of 6 weeks. We were hoping to have heard informayion by now as to what is going on this makes the truck having been in the shop for nearly 4 months since having it and 3 with the dealership now. Nearly a month and a half the day afer purchase, and 6 weeks now.  We also had it at the Dogde dealership for a Month in February after we had to replace a fuel tank that was said to have been replaces in August just 6 monthes earler by the dealership. My kid is 16 years old and paying for an undrivable truck. 

  

  Business response

  10/27/2023

  This is an as-is vehicle that was sold a year ago with 209k miles, we are not required to do anything for the customer, we are going above and beyond by offering to look at it. The dealership will not be doing anything further than that.

  Customer response

  11/06/2023

   
  Complaint: 20574876
  
  I am rejecting this response because:  While the vehicle was a used car sold "as-is" we drove it home and the first time we went to start it, it wouldn't fire, this was a whole 12 hours later which was predominantly spent sleeping as it was evening when we purchased. The dealership took the vehicle and had it for 2 months to attempt to fix the issue.  It also had to have a fuel tank replaced a month later which oddly enough we have come to find out, they had a fuel tank done in their shop in August and didn't even make it 5 months before needing another entire new fuel tank and pump costing us $2500. The truck has now been sitting with them for months yet again with the only response coming once we filed this BBB claim.  We have kept notes as we have tried to rectify this amicably and if they don't want to, we will certainly escalate it rapidly. This dealership as of now is somewhere NO ONE SHOULD BUY FROM.  Additionally, we have reached out to prominent members of the industry as well as mechanics who have all said this is not an ethical business transaction. If they find it acceptable to rip off a local 16 year old who has barely been able to drive his first car we will make sure that this situation is on every review, moms group and social platform which with 5 teenagers I am part of many groups.  Selling a truck for $18,000 dollars that hasn't been able to be driven for more than a few months and offering to replace the motor for an additional $12,000 is insane and an incredibly poor business decision.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Rocky Mountain Eurosport July 2023. We agreed to a ****% interest rate with a 60 month lease term. Upon paying my first payment with ************ I discover the interest rate jumped to ****% for 70 months (I have excellent credit, 830). I called ***, who is the manager at Rocky Mountain Eurosport, to discuss. He tells me that this isn't his area, they don't make money on car loans, and it's the financing department and they will call me. I felt dismissed and gaslighted. It's been three business days (I called on Monday, August 21) and I haven't heard from them. They can't change the terms of the policy without stating it, we agreed contract. I would love help resolving this issue. Thank you!

  

  Business response

  08/25/2023

  It looks as though **************************** extended her term in the finance office. She even supplied a copy of the contract with the clear terms and her ************* times on the same page... I am not sure what she wants us to do, the loan has been booked and closed for over a month now. We cannot change the terms of the loan contract once it has been booked and funded.

  Customer response

  08/31/2023

  Hi! I'm in the process of playing phone tag with Rocky Mountain Euro Sports - I've called three times since last Thursday, and I'm getting the run-around on who is available to talk with me (no one seems to be available when I call). Right now, ***, the director of sales, is scheduled to call me tomorrow, September 1st, to resolve this matter. I'll keep you posted and appreciate your time and how quickly you moved on this request. Thank you! 

  Customer response

  09/13/2023

  This is the document in question. Concern arose after logging into the ******************* account to set up my first car payment. The interest rate and number of months that we agreed to was listed incorrectly on my loan account. The initial conversation with *** and ****, from the very beginning of the car negotiation was a 60 month loan, **** I have an excellent credit score (830) and wanted a fair interest rate loan to reflect my credit score - they agreed to 60 months at ****% for a $398 monthly payment - $14,000 trade in and $5,000 down payment. So, I was pretty surprised to see a different number of months and interest rate listed through the Canvas site on 8/18.

  I contacted *** from Rocky Mountain Eurosport on 8/21 to discuss - he closed the deal and was the person I was working with to get the months / payment / interest rate dialed. He immediately dismissed me, told me it wasn't his problem and that ******* from Financing would call me because it had to do with the extended warranty that I purchased with the car. This was news to me. I was told, among the financing guy talking about his Achilles injury throughout the process (it seemed weird at the time that he continued to go on and on about a personal problem while we were signing paperwork, but I figured he needed someone to talk to). Looking back, it feels like it was a distraction tactic. I was leaving town to visit my family for 6 days, beginning 8/25 - 8/30, I hadn't heard anything from RM by the afternoon of 8/24. I contact the BBB and within a few hours of opening on Friday, RM reached out, irritated and annoyed, leaving a voicemail. We played phone tag (some of this was my fault because my parents don't have great cell service at there house in Michigan). Rocky Mountain texted on Wednesday, 8/30 that *** would call on Thursday, 8/31. He didn't. He didn't call on Friday. I called the dealership on Saturday, 9/1 and was met with "no one can talk or is available to talk right now" - I said I would hold until *** or ******* was available. Once I was on the phone with ***, it was the same tone that I got from ***. "This wasn't their problem, it's my problem, I can't listen and don't know what is going on." It was a very rude, dismissive tone. *** agreed to refund the warranty, but I would need to refinance my car loan. He left me off the original email sent to the team, *****, his assistant, didn't include the cancellation form in her email, and from our conversation, *** said a $2,000 refund. I sent an email over Labor Day asking for a copy of the car contract to review the terms, no response. I sent a second email mid-week, no response. I sent the warranty cancellation form to ***** mid-week and it would take 2-3 weeks to process. On Friday night, I reviewed the contract the Canvas had, (they sent it to me within minutes of requesting it) and wanted to know what the service charge was, because it didn't match the same figure that *** said on the phone from 9/1. Between poor communication, no communication, weird conversation during the financing process, very few numbers in writing and their dismissive tone, it appears they are unwilling to help, or make it extremely difficult to help. Why is that? Ultimately, I wouldn't have bought the car with the currently monthly payment/months/financing because it's just too much money to spend on car. They know that, it was a conversation we had from the beginning so it all feels a bit off to me. I just want my full warranty returned, credited to my ******************* account, and I can refinance the loan myself. If there is something "off" here, I want you involved so no one else needs to go through this hassle to buy a car. I've bought four cars in my lifetime and I know and understand the process doesn't need to be difficult, it should be a celebration. RM did nothing to make this easy or cause for celebration. It's been time, energy, and a big hassle. Thank you for your time.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my name is *************************** and I have purchased a **** f150 from rocky mountain Eurosport location in ****** on April 5th of 2023. The dealership promised to have the vehicle serviced and up to standard within a week. After two weeks I was able to take my truck home and the next day as I was driving the check engine light turned on and the transmission was not working properly as well as the engine shut off while idle for 5 minutes. I contacted **** the sales representative who has been helping me through the process and scheduled a time to look at the vehicle a month later on May tenth. I was using the truck in this time as I need a vehicle to complete my job as a cabinet installer. When I took it in they told me the vehicle needed a new transmission and instead of them fixing the issue themselves they went through the warranty company which took about another month for them to process. in this time the service employees told me that I was fine to drive the truck and sure enough over time the transmission began to totally fail. I went to address all of this with the sales manager letting him know the situation I was in and he told me he could get me a loaner vehicle . Now after taking the truck back and forth from the dealer and me spending money on rental vehicles so that I can work as well as almost losing my job on multiple occasions, a service employee calls me to notify me that they have the transmission but cannot install it until July 6th and that they will reimburse me for a rental for the time the truck is in the shop. on June 12 I was driving the truck home from work and the serpentine belt snapped the engine overheated and the power steering went out. I have contacted the dealer and no one seems to be doing anything to help me. I am losing my job thanks to this company and I am in a deep financial crisis because of this and no one at rocky mountain Eurosport seems to care. I cannot wait another month for my truck to be fixed , I need a car to keep my job

  

  Business response

  06/15/2023

  We had already been in communication with **** and his father when this went out, the issue has already since been resolved. We have **** in a loaner/rental vehicle while we complete repairs.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All in 2022. 3/7 1st looked at car. windshield was broken/was told theyd replace for free when in stock. was told not inspected yet so couldnt take it. 3/8 got call that it was inspected/Icould take. 3/10 check engine light on. 3/16 1st goes into shop for tint/check engine 3/18 got car back/told they didnt know why check engine was on but they cleared it. 3/28 check engine back on, texted ****(salesman)/*******(shop guy). 5/19 texted **************************/broken ac. 5/31 texted ******* about leaking coolant/he said soonest was 6/7 and tried charging me for loaner that was free with my warranty. 6/8 texted ******* asking if they could replace my windshield that they owed me and he told me he didnt see anywhere that they owed me a windshield, but that luckily I bought the glass warranty. Too many other issues I was arguing with him about so texted **** about ******* saying that and he told me to text ***, Sales Manager. 6/7-6/24 car was being worked on. 6/30 pick my car up. 7/1 check engine back on/texted *******. He told me to bring it in asap but I wasnt able to for a bit. 8/18 texted ******* that I needed him to take the car into the shop ASAP and fix it once and for all as I wanted out of the car because it has been a lemon since day one and they have been beyond a nightmare to deal with and that I would need a loaner since the last time they had it was for weeks and he told me their insurance no longer covered loaners (LIE). 8/19 asked ******* for original inspection report. 8/23 followed up as he never responded and asked again 8/24. 8/26 he responded but didn't acknowledge inspection report. 8/17, 8/18, 8/25 texted **** no response. 8/26 **** advised hed follow up after talking to everyone about resolution/never did. 11/15 texted ******* again for inspection report, no response. 12/19 texted ******* and **** advising the only solution at this point is for them to take the car back and pay back the lender with or without the BBB involvement, no response.

  

  Business response

  01/16/2023

  ******************** has been beligerent with my service manager, cussing at him. She also continued to drive her car with check engine light on for months, without seeking it. Both times she was given a loaner, she violated our policy of smoking (Marijuana) in the car, and having pets in the car (returned covered in dog hair). Our insurance recently changed, and no longer covers service loaners, and she has called us liars, even on this complaint. I have informed ********************* we would no longer be working on her car, her warranty is covered at any ASE certified mechanic, and due to treatment and policy violation, we will no longer work on her vehicle or communicate with her based on her language and threats. She bought an as-is car, and is welcome to service it anywhere else she would like. Attached are a few of her text messages with the service manager *******, the Due Bill on what we "owed her" at time of purchase, and As-Is Buyer's Guide.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase Date: 7/14/0222 Price: $67,000 Business committed to the following:1.Any broken items I found via third party inspection would be fixed 2.Fix steering issues (rubber creaking noise, loose wandering steering)3.Fix rear spoiler (non functioning)4.Body repair on bottom of front clip Dispute: Items promised were not completed and business now refuses to fix The business has made attempts to fix the issue by replacing some parts but the issues still exist.Within the first week I took the car to an independent shop for a PPI. Upon inspection they found an issue with the thermostat housing bracket. This is outlined in RO#: ****** Hyperlink https://true.*********.com/work_orders/61898923?auth_token=8A2-2ybb4hWxx6xrSAZb I brought the car in for service to fix this issue and the items 2, 3 and 4 from above. I was told by ******* (Service Manager), the issue was normal and it would not be fixed. Then I was told (by a different service manager) that if I wanted this fixed they would proceed, but if they found there was no issue, I would be charged for the labor. I agreed. Invoice **** (Aug 15th) shows the work that was performed on the thermostat housing as well as an attempt to fix the steering issues.Dropped the car off again for the steering issues but was told by the service manager (*******), they could not find any problem and that if I took the car to a Porsche dealership and they found issues, he would make repairs.I took the car to *****************, explained the symptoms, and asked for an inspection of steering/suspension components. I have attached their findings which total $7,024.56 in repairs not including the rear spoiler. I called Rocky Mountain Eurosport on 11/18/2022 and spoke to ***** (Service Manager). I explained the findings and what ******* had advised me to do, and dropped the car off again. ***** called me back and confirmed the issues found by *****************, but they would not be fixing anything.

  

  Business response

  12/05/2022

  ******************, bought a Porsche that had not yet been through recon. We never promised to let him take it to a PPI and fix anything that he came up with, attached is the we-owe signed by ******************, stating normal reconditioning and touch up to the front bumper. We have worked on ********************** vehicle several times at no charge to him, but he bought an As-Is 9 year old Porsche (As-Is Buyer's Guide and Buyer's Orders attached), and spent over $6000 on the vehicle post sale to make ****************** happy. His concerns have been addressed, the spoiler was fixed, struts replaced. He wants his 9 year old car, to be like a new car, and not have squeaks, and the spoiler worked for months, and has since broken again. We are no longer the owner of the car, yet ****************** feels entitled to continue fixing his car for free, and making claims he cannot support with documentation. We have reached a point with ******************, that we will no longer work on his car. We have gone above and beyond what most dealers would have done, on an as-is 9 year old car, and will no longer work on his vehicle or compensate anyone else to do so.

  Customer response

  12/05/2022

   
  Complaint: 18523171
  
  I am rejecting this response because:

  Taking the vehicle to an independent shop for an inspection was discussed with **** during the signing of the contract. These are not just "things I came up with" as you put it. They are actual issues found by other professionals in the industry, that relate to the complaints I made before agreeing to purchase the vehicle.

  I can not control the lack of internal documentation within the Rocky Mountain Eurosport organization. I imagine this scenario is the very reason this company does not document these issues.

  All I want is for the original promises made by my salesperson and by the service department to be made good on. Based on my lack of trust in Rocky Mountain Eurosport as a whole, I wouldn't want any work to be performed by this company at this point. Work will be performed by a reputable company.

  
  Sincerely,
  
  Jacob *******

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