ComplaintsforSimmons-Rockwell

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was under warranty until October 1, 2023. I always took it there for oil changes and September 2023 was no exception. Because of the mileage, I always asked about the transmission, in which they said there was no issues. On October 10th (approximately) my transmission failed. At this point out of warranty. If they had flushed the transmission, as requested, they would have witnessed the shavings in the fluid and it could have been covered under the warranty. When I took it in for analysis, they tried to charge me over 7k for the service whereas other places were going to charge less. I ended up having to replace the transmission myself for 3k. I can send the receipts for the oil change and the cost of the transmission. This company does not follow through with requests and does not understand how to take care of the customer and their requests.

  Business response

  03/04/2024

  We did have ******* ***** 2018 ***** ********* with 119,348 miles in our shop on September 2nd. On that visit we provided basic services (oil change / tire rotation and rebalance of all tires) per customer request. We have reviewed the original RO and tech notes and have no record of any customer request or concerns with the transmission. We additionally reviewed the last 3 visits from the customer in our shop and again see no history of a customer request or concern with his transmission. Our next contact with the customer was on October 9th when he asked us to provide him with a transmission quote. At that time, we emailed ******* ***** at 12:25 pm a transmission quote in the amount of $6,145. We never had any response to that email or had him express any concerns with us at that time. Please let us know if you have any further questions or need any more information.

  Thank You

  Customer response

  03/15/2024

  This was NOT resolved. My vehicle was in for service BEFORE warranty where I ASKED ABOUT THE TRANMISSION. The technician said nothing was wrong with it and three days alter it fails. Suspicious to say the least. I asked to have the tranny flushed, this would have CAUGHT the issue before the warranty ran out. My vehicle was under warranty until October 1, 2023. I always took it there for oil changes and September 2023 was no exception. Because of the mileage, I always asked about the transmission, in which they said there was no issues. On October 10th (approximately) my transmission failed. At this point out of warranty. If they had flushed the transmission, as requested, they would have witnessed the shavings in the fluid and it could have been covered under the warranty. When I took it in for analysis, they tried to charge me over 7k for the service whereas other places were going to charge less. I ended up having to replace the transmission myself for 3k. I can send the receipts for the oil change and the cost of the transmission. This company does not follow through with requests and does not understand how to take care of the customer and their requests.

  Business response

  03/20/2024

  The last visit we have on record for Mr. ***** was on 9/02/2023, RO# ******. His vehicle had 119,348 miles on it and just like the previous 3 visits there is no record of a request of a transmission flush, there is no record of a transmission flush being performed and no record of any complaints from Mr. ***** stating that he wanted a transmission flush and that we never provided or charged him for that service. Just like the previous 3 visits Mr. ***** signed all RO's and agreed to the services we did provide and paid accordingly. We have attached all RO's from those visits for your records. We do have record of Mr. ***** telling us he had a coolant leak on his 3/30/2023 visit, RO# ******. At that time we did verify his concerns and with his authorization replaced his radiator. We have also attached our estimate for the transmission replacement of $6,145 and included an attachment from a 3rd party source, ****** Blue Book, showing the average transmission replacement on a 2018 ***** ********* to be in the range of $6,416 - $6,894. We do value Mr. ***** as a customer and our Service Manager Will N*** has reached out and spoken to Mr. ***** and we have offered him some free future services. Hopefully this will help resolve this issue. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a brand new car less than a year ago from Simmons Rockwell. I spent nearly $40,000 on the vehicle, a ****** *****. I went to get the car inspected recently and the garage told me the tires are not acceptable despite having only 7,000 miles on the vehicle. I believe a new vehicle should have tires that last longer than that. I contacted Simmons Rockwell as well as Nissan and neither of them would offer any help of any kind. I am simply asking they put new tires on my vehicle. Thanks for your help in this matter.

  Business response

  12/01/2023

  ***** *** ***** ******* purchased the new ****** ***** from our dealership on Nov 8th 2022.  The complaint from ***** was from an encounter with his local mechanic in PA.  The vehicle was due for the yearly inspection.  The mechanic in PA informed ***** that his tires were not safe and fail inspection.  But later, the same mechanic passed the vehicle for inspection without any change to the tires.  The dealership had no knowledge of the concern.  When we received this complaint, we reached out to the customer.  Today, ***** was able to come to the dealership.  The dealership wanted to see the condition of the vehicle and tires, so we could assist ***** with the issue.  Today, our technician measured the tread depth of the tires as 6/32 to 7/32 all around the vehicle.  These tires will pass inspection in NY state or PA.  Our dealership confirmed with our PA location that the tires are completely safe.  These tires have no issues for safety.  We found the tires were also in normal usage from factory standards.  At this time, the dealership sees no reason to replace good tires.  We did offer ***** our employee discounted price if he wanted to purchase tires to help satisfy him.  But also advised that it would not be a recommended use of his funds since the tires are safe.  He refused at this time.   Our offer will stand in the future, if he decides he wants to purchase new tires.

  Customer response

  12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Simmons Rockwell is missing the entire point of my complaint. Any reasonable person who spends nearly $40,000 on a new vehicle would expect the tires to last more than a year, or two. The fact that they barely passed inspection and may last a few more months is beside the point. Simmons Rockwell new the tires were cheap when I purchased the vehicle and they failed to inform, or warn me of that. The mechanic even told me that Nissan purposely put cheap tires on the new 2022 vehicles. I believe that is very deceptive and dishonest. Furthermore, the mechanic also told me he has had at least 20 similar complaints from other customers, which tells me this definitely was something they were well aware of, and they should be held responsible for their negligence. Finally, the audacity of Simmons Rockwell to try to sell me new tires after purposely deceiving me is further proof they know the tires are bad. Please feel free to contact me at any time. I simply want a new set of quality tires, something any reasonable person who bought a brand new vehicle would expect. Anything short of that will not be acceptable to me, and I intend on pursuing other actions if necessary. Thank you for your help in this matter.  Regards,  ***** *******  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was sold a used vehicle that was presented as a one owner lease turn in and found out it is a fleet vehicle that had concealed body damage

  Business response

  10/20/2023

        We have a very strong commitment to customer satisfaction.  We make every effort to ensure the customer gets a straight forward upfront experience.  To assist with that we give every customer a vehicle history report.  For the vehicle in question the history report does state the vehicle is a one owner vehicle that was leased.  We have attached a copy for review.   I would encourage him to set up a time time for us to sit down and come to a resolution that works for all parties.    

  Customer response

  10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards,  ***** *********

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used truck while test driving a faulty sensor came on. Was told was going to fix. Have had truck back to dealership on my dollar 5 times have not fixed problem. They had my truck for over 45 days. Still couldnt fix sensor. Told them to buy truck back or find another truck. I was told had to pay depreciation on truck. They had truck at shop longer than i had

  Business response

  10/05/2023

  Mr ******* purchased a vehicle from our dealership in May of 2022.  The dealership has been working with the customer to try to diagnose the issue with the front camera not reading all the time.  In June, the dealership replaced the windshield and reprogrammed the front camera per standards of repair.  At the end of July, the customer stated it came back on again.  We sent our staff to pick up the vehicle and bring it back at no charge.  At that time we could not get the camera to duplicate concern.  No issues were found.  We returned the vehicle at with no charges.  At the end of August, we gave the customer a complimentary loaner vehicle and transported it again at no charge.  Kept the vehicle at our facility and tested it for multiple days, still could not get the vehicle to have any issues while at the dealership.  Returned the vehicle with no charges to customer by our staff with no concerns.  In September, the customer came to the dealership with the error message on, next steps per manufacture was to replace front camera assembly and programmed.  No charges to customer.  Customer has called again and stated that the light returned and then reset itself.  Since these issues can be caused by both parts failures and/or  environmental/driving conditions, the dealership has asked to review the vehicle again to test to see if the warning light comes on under normal driving conditions.  Customer declined.  We are not sure what conditions the vehicle is being driven under, but we are willing to support the customer if a fix to this can be made.  Attached are the repair orders for the 2 times the vehicle has been at the facility with a recorded issue, and the two times the vehicle was at the facility with no issue found.  Also attached is the connect vehicles status report, showing the sporadic failures.  These will indicate when a sensor fails, or is extreme conditions have caused the sensors not to read and send the warning.  Under those situations, the system normally resets to normal on the next engine cycle. If the problem does exist, we are here to support Mr. *******.  

  Business response

  10/27/2023

  Our service manager has been in communications to try to identify the causation of the problem from Mr *******.  We found the following information from ****:This is out of ****s workshop manual and owners guide printing 3 . WARNING: The system may fail or operate with reduced function during cold and severe weather conditions. Snow, ice, rain, spray and fog can adversely affect the system. Keep the front camera and radar free of snow and ice. Failure to take care may result in the loss of control of your vehicle, serious personal injury or death. WARNING: In situations where the vehicle camera has limited detection capability, this may reduce system performance. These situations include but are not limited to direct or low sunlight, vehicles at night without tail lights, unconventional vehicle types, pedestrians with complex backgrounds, partly obscured pedestrians, or pedestrians that the system cannot distinguish from a group. Failure to take care may result in the loss of control of your vehicle, serious personal injury or death. WARNING: The system cannot help prevent all crashes. Do not rely on this system to replace driver judgment and the need to maintain a safe distance and speed. Note: If you perceive Pre-Collision Assist alerts as being too frequent or disturbing, then you can reduce the alert sensitivity, though the manufacturer recommends using the highest sensitivity setting where possible. Setting lower sensitivity would lead to fewer and later system warnings. Note: The Pre-Collision Assist system automatically disables when you select 4X4 LOW or when you manually disable AdvanceTrac™.Camera Troubleshooting Cause Action Clean the outside of the windshield in front of the camera. The windshield in front of the camera is dirty or obstructed in some way. Wait a short time. It may take several minutes for the camera to detect that there is no obstruction. The windshield in front of the camera is clean but the message remains in the display screen. 277 F-150 (TFC) Canada/United States of America, enUSA, Edition date: 201907, Third-PrintingDriving Aids Radar Troubleshooting (If Equipped) Cause Action Clean the grille surface in front of the radar or remove the object causing the obstruction. The surface of the radar in the grille is dirty or obstructed in some way. Wait a short time. It may take several minutes for the radar to detect that there is no obstruction. The surface of the radar in the grille is clean but the message remains in the display screen. The Pre-Collision Assist system is temporarily disabled. Pre-Collision Assist automatically reactivates a short time after the weather conditions improve. Heavy rain, spray, snow or fog is interfering with the radar signals. The Pre-Collision Assist system is temporarily disabled. Pre-Collision Assist automatically reactivates a short time after the weather conditions improve. Swirling water or snow or ice on the surface of the road may interfere with the radar signals. This is one of the codes in the history of the customers vehicle:C1001:97 - Vision System Camera: Component or System Operation Obstructed or Blocked: CLEAN and INSPECT the windshield in front of the camera, remove any debris or snow or moisture . Network messages can drop out or be missing for a variety of reasons, such as high network traffic on the bus. The IPC incorporates a defined strategy for handling missing network messages based on time. The required time for a network message to be missing differs between the various gauges, indicators and message center displays. The strategy is basically the same for all indication outputs (gauges, indicators or chimes), but differs in the length of time required for the network message to be missing. If a required network message is missing or invalid for less than the programmed length of time, the gauge, indicator or message center display that requires the network message remains at the last commanded state based upon the last network message received. If the messaged input is missing for longer than the programmed length of time, the IPC output (gauge, indicator etc.) reacts according to a pre-defined default action.For example, if the stability-traction control indicator request network message is missing for less than 5 seconds, and the stability-traction control indicator (sliding car icon) was on, the indicator remains in the on state until the next network message is received. If the network message remains missing or invalid for more than 5 seconds, the IPC sets a U-code DTC and the IPC output becomes a default action for the indicator or gauge. The indicator may default on/off or the gauge may default to the rest position.Each indicator or gauge utilizes a different default strategy depending on the nature of the indication. Refer to the diagnostic overview descriptions located before each pinpoint test for further descriptions of the default action specific to each indicator or gauge. If the missing messaged input to the IPC returns at any time, the normal function of the gauge, indicator or message center display resumes.It is very important to understand:where the input originates.all the information necessary in order for a feature to operate.which module(s) receive(s) the input or command message.which module controls the output of the feature.whether the module that receives the input controls the output of the feature, or whether it outputs a message over the communication network to another module. To summarize, according to the manufacture, Mr *******s concern potential are not a failure and is the system operating correctly.  Potentially, the system is operating within the manufacturing specifics, and is not failing.  These systems operate differently when experiencing different external conditions.  When the vehicle was at the dealership and driving in regular conditions, everything was working as designed.  We are unaware of the condition that are present when Mr ******* is experiencing the warning lights.  So we are unaware if these are caused by external factors.  We are open to looking at Mr. *******s vehicle again to confirm if a failure exists. We are open to Mr ******* seeking a second opinion at a different **** facility.    And we are open to appraising Mr *******s vehicle and trying to sell him a replacement vehicle if he chooses.  But at this time, Simmons Rockwell **** believes the vehicle is operating in ****s manufacturing specifications, and working as designed.  

  Customer response

  11/02/2023

  Im sitting here trying to figure out what more i can do to try to explain thos situation.   It feel that i have done something wrong by telling the truth.    I have a sensor that was on before i bought this truck.  To this day has not been fixed by simmons rockwell.   This problem keeps going on with no results from this company.   They have all the legal terminolgy from **** stating would it probably is.  All i have is a sensor that keep going off.    I have know idea what else you need. the company knows its going off its not fixed.  They say its normal when it isnt.  Talked to other dealers they agree with me.   I quess i allready know the outcome of this.   So once again big dealerships get away with screwing there customers because they have a truck guide that says this okay works great.    All i have to say.  Thanks. Sorry wasted your time.  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being approved for an auto loan through ****** Financial, ******* ********** and ****** ****** was contacted by phone and told to come into the Simmons-Rockwell Buick GMC to go over the paperwork. ******* ********** and ****** ****** Sat down with a salesman Shawn M******. The Salesman demanded a $3000 down payment from us. We informed the Salesman that we did not have the $3000 down payment and he told us that we could not have the car we were already approved of. Down payments are NOT required in Consumer Credit Transactions. 15 U.S. Code § 1662 - Advertising of down payments and installments No advertisement to aid, promote, or assist directly or indirectly any extension of consumer credit may state (2) that a specified downpayment is required in connection with any extension of consumer credit, unless the creditor usually and customarily arranges down payments in that amount. Making a determination that a $3000 down payment is required to complete the purchase of the vehicle is in violation of 15 U.S. Code § 1605 for the fact that it is an additional charge making it optional and not mandatory. Every charge that is mandatory is coverved by the finance charge as stated: 15 U.S. Code § 1605(a) - Determination of finance charge “Finance charge” defined Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. 12 CFR § 1026.4 - Finance charge. (a) Definition. The finance charge is the cost of consumer credit as a dollar amount. It includes any charge payable directly or indirectly by the consumer and imposed directly or indirectly by the creditor as an incident to or a condition of the extension of credit. It does not include any charge of a type payable in a comparable CASH transaction. The down payment goes to the dealership not the lender. Legally, car dealerships can ask for a down payment. However, down payments are not mandatory. Mandatory means required by a law There is NO law that mandates a down payment. It is NOT something a consumer must do to complete the purchase. The down payment only affects the APR. We are already approved for the loan so we should not be denied the vehicle because we did not have a down payment to give to the dealership that is not mandatory. Considering a down payment is not mandatory then there should be no consequence (not being able to take my vehicle) contingent on me not giving one. I would like to come get my vehicle tomorrow afternoon without a problem.

  Business response

  05/11/2023

  At Simmons Rockwell we take great pride in being a full disclosure operation. Our customer’s privacy and security is our number one priority. We did help Mr. ****** secure financing through **** Bank. The approval was structured with a $3000 down payment. The $3000 down payment was initially discussed and agreed upon between the salesman “Shawn M******” and Mr. ******. When Mr. ****** arrived to complete the deal he did not have the $3000 down payment previously discussed. Without the $3000 down the loan did not meet the lenders approval guidelines. I invited Mr. ****** to come back in and we would try to restructure the car deal with the lender or try another vehicle. It would be our pleasure to have Mr. ****** as a customer. We look forward to earning his business in the future.
  
  

• Initial Complaint

  04/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sat March 11th I stopped to look at cars in the ******* ****** . Sales man Logan worked with me to find a car I was interested in . On the 18th we found a 2021 *****. After a test drive we decided to take it . After some paperwork, I took to my credit union on Monday the 20th. Took my check over on the 22nd was told the title wasn't back yet . Checked every day and nothing was told it would be back this week still nothing . Asked to see if they could do anything in a compensation for the wait was told no it's not the fault !! It's the DMV . No they should have never sold the car to me knowing this issue . Josh sales mgr told me it could take up to 2 to 3 weeks . Finally I called on April 6th I called the title dept and it was there. They said it would be ready ,got there waited over 2 hours then the car came out dirty inside had them do it again and it was still a mess . Spent a day cleaning inside and out. I feel they should give me some kind of compensation for the time and mess they made !! It's there fault for selling me a car without a title in had and made me wait over 2 weeks to get . There moto should be S&R shady and rotten !! I have bought over 7 cars from there and will never do it again . For there salesmen and mgr they are at fault not the DMV !!!!

  Business response

  04/20/2023

  There are a lot of true statements in Mr. ********* description.  He was looking for a very specific vehicle and features.  We didn't have the exact car available at a price that he was looking to spend.  When we took a vehicle in trade that satisfied his needs, our salesman was very excited to tell him about it and offer him first opportunity to purchase.  Mr ******* is correct that he looked at the vehicle, decided he wanted to purchase it when it is available, and was prepared to do so.  At that time, the salesman and Finance team did not do a good job informing Mr ******* of how long this could take.  Instead, they gave him estimates that they had no control over.  At the dealership, we have to have clear title before we can sell the vehicle.  These processes can take extended times, but our staff underestimate that time, and in doing so, gave Mr ******* false promises.  We should have explained what had to happen, that these processes to clear a title sometime take extend times, and we have seen it take months in the past.   Also, there is no excuse for Mr ******** vehicle not being properly cleaned for delivery when he picked it up.  We had plenty of time to have it be ready for delivery.  I have tried to reach out to Mr *******, and have not heard back from him yet.  I will continue to try to take.  I would love to offer a full detail cleaning for him, so the vehicle is the way it should have been.  Please feel free to reach out to Roger P**** the General Manager of the ******* location to set things up.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had gone in and purchased a 2022 **** ****** and they had forgot to have me sign the purchase contract with the bank. So then after a few text messages and phones calls from employees of the dealership. Which purchase was on 4/22/2022 . I got a letter on July 18, 2022 I believe starting I have a loan now… I asked for copies of paperwork from dealership did not get. Got one from five star bank.. that is a forged signature of mine. The local sheriffs dept won’t touch it. The lady at **** **** bank ******* ****** has threaded to repo my vehicle and everything.

  Business response

  12/08/2022

  Customer satisfaction is a top priority at Simmons Rockwell.  Mrs. ******* purchase a ****** from our dealership on April 22nd.  On that day, Mrs. ******* signed all of her paperwork with our sales and finance team, including her bank contract.  The bank (* **** ****) reached out to the dealership during the funding process to offer an additional discount to lower the contract rates and payments.  We contact Mrs. ******* with the good news, and to get a new contract signed.  She refused.  We informed that bank that she refused.  They funded the original contract to the dealership and sent Mrs. ******* a concession letter lowering her rate and payments.  At the dealership, we have provided Mrs. ******* paperwork on her request.  We will be glad to do it again if she reaches out to us.  We have responded to her multiple requests.  We have answered all these questions for the sheriff's department, who told the dealership that they found no issues with our process.  If Mrs. ******* needs any future assistance, we are more than willing to attempt to satisfy her.  But no one at our dealership has signed her name on any paperwork.  Mrs. ******* purchased a vehicle and signed everything herself.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, On 04/23/22 I went to Simmons and Rockwell Buick, GMC to buy a car. The car came with one car key. At the time of purchase I was told that on 04/25/22 I would be promised a quote of another keyfob at the salesman expense. I had reached out to the gentleman to get a quote and I got no response. My boyfriend had tried callin 04/26/22, 04/27/22 and was told the salesman was not in either day and he would all us back. It is now 05/02/22 and I have yet to hear from the salesman regarding a quote on how much a new keyfob will be.

  Business response

  05/03/2022

  Thank you for informing us of your concern. As always our customers are our 1st and top priority. Because the concerns in the complaint are contrary to how we conduct business, we conducted an internal review. After reviewing the communications between the salesman and the customer, we found some verbiage stating that The salesman would get a price for an extra key "at my cost".  meaning at our internal cost. After reviewing and reading it from the customer perspective, I can understand that " at his cost" could also look like at his expense. We understand the confusion and are going to order the key, fob, and programming for the customer now at our expense.
  
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle in July 2021 with all of the additional extended warranties offered. After reviewing the information I decided I was not interested in the extended warranties and followed the instructions for requesting a cancellation. I wrote a letter to Simmons-Rockwell requesting these be cancelled on October 8, 2021. I never received a response or a refund so I attempted to call Simmons-Rockwell on December 21, 2021 and left a message for Joe, the sales manager. I still have not received a response or refund as of January 28, 2022.

  Business response

  01/31/2022

  The complete satisfaction of our customers is always  our top priority. After further review of this situation, we found the communication breakdown that led to the warranty not being cancelled. We resolved the issue, and were able to get the warranty cancelled for Ms. ****. She has been contacted and informed as well.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/30 /2021 I went to Simmons and Rockwell to buy a truck found the one I wanted talked to salesmen got everything going then the lies started they told me a price for my trade in I said no then left they called me to come back said they would give me what I wanted for my trade in went back to Simmons and Rockwell in hornell ny and went right back in to lieing about what I was told over the phone I've been a customer for years and have sent my hole family there as of right now I wouldn't recommend Simmons and Rockwell to anyone it was very sad what happened today

  Business response

  02/11/2022

  We are very sorry that Mr ******* felt this way.  Our general manager of Hornell, Roger P****, was able to reach out and talk to ***.  It seems like his concerns were completely related to miscommunication with a new salesman who is still training.  In this instance, our salesman encountered some issues he didn't understand.  But instead of asking for assistance, he misspoke and misinformed the customer.  With our communication with ***, we were able to address his concerns, come to a fair understanding on the sale price, trade values, and payments.  At this time, *** decided not to purchase the vehicle but to continue to shop with us in the future.  We are focusing on assisting with training and follow up with our sales staff.  This will improve customer satisfaction in the future, and try to minimize miscommunication issues. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩