Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sells the same vehicle twice , very dishonest My wife and I went ahead with the purchase of a vehicle via phone and internet Rolls had all necessary loan paperwork and I had insurance on this vehicle My wife asked what was needed to pick up the vehicle she was told proof of income , insurance, tax returns , ect...We both took time off work and drove 4 hours to get our new truck and we were told that it was sold last night Rolls sold the same vehicle to two different people and then offered us a different one with over twice the mileage for the same price Very dishonest ,terrible employees, not a good business

  Business Response

  Date: 11/09/2023

  This is in response to the above complaint. First and foremost, this customer never purchased a vehicle from Roll's Auto sales as we don't sell vehicles via the phone or internet. We are a first come/first serve brick and mortar business. This customer inquired about this vehicle via phone/ internet. In no way shape or form do we hold any vehicles based on someone stating they were coming to look at/ purchase a car. When the customer arrived we offered them a more expensive vehicle at the same price as the one they inquired about and explained to them the vehicle was sold the night before. 

  Any questions please contact ***************************(GM) ************

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm going on 2 years with this vehicle. In the first year I had to get new rims and tires because I wasn't aloud to go on an extended test drive to understand the first issue. 3 out of the 4 wheels were bent complete safety hazard right there. Then 4 to 6 months later the car is in the shop for a complete engine replacement. Then a few more months later the car needs a water pump, cam sensor, and now has a bad oil pressure problem. Also note when I first got the car there was dealership decals on the rear bumper that was covering a gash in the bumper. There car has been in the shop longer then it has been driven by me. It is problem after problem and it is yhe definition of lemon. The car seemed clean and well cared for when checking everything out but it quickly turned it the biggest problem in my life. This is not the first time filing a complaint. I am now ready to take major action. I've been paying to much for this car to just sit in a shop them be on the road. I will gather all documents when I am reached out to I have them all organized and in a safe spot to much to upload on this site alone

  Business Response

  Date: 08/31/2023

  This vehicle was purchased on 12/7/21 and this is the first i'm hearing from this customer. This vehicle is 2011 with 123,000 when purchased. The customer purchased a 2yr extended warranty that could possibly help with any issues they are having. As far as the wheels being bent and being undriveable im not sure how that wasn't noticed on the test drive or why weren't we notified? This vehicle passed PA inspection and NJ inspection which makes me believe these wheels were bent after the fact due to driving conditions. If the motor needed to be replace that would of been covered under the extended warranty. It's impossible to know how a 123k mile car is going to hold up 2years later and this is why we offer extended warranties. Any questions please feel free to contact me

  ***************************

  ************

• Initial Complaint

  Date:06/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre-owned vehicle from Rolls Auto in philadelphia June of 2021. I was told there were some “minor issues” that need fixed (I.e. sunroof, fog light error message). I took the vehicle to the (only mechanic they would cover to work on it because “they’re under our contacts). This shop is basically out of a house/shed also in NorthEast Philadelphia. I just tried to get said vehicle inspected for the upcoming year and was told that “the wire is faulty and they sold you a vehicle that does not pass inspection” I called Joe (who is a manger at Rolls Auto philadelphia) and was told “that’s not our problem” A car dealership that sells a car (and passes it for state inspection ILLEGALLY) is ABSOLUTELY at fault.

  Business Response

  Date: 07/13/2022

   ****************************************************************************************************************

  This is to address the complaint left by ***********************.
  On 6/21/21 *********************** purchased a 2013 ******** **** with aftermarket accessories from ****** which *************** was aware of. ****** is a aftermarket company that makes high end accessories for ******** that are extremely rare and sought after. The accessories were Wheels, bumpers, hood and some other features. *************** is correct and the sunroof wasn’t working when she took delivery and we scheduled to have it repaired which was completed. At time of sale the vehicle passed Pa inspection and we provided **** ***** with the inspection report. One year later we are hearing the vehicle wont pass inspection due to rear brake rotors that need to be replaced which is normal wear and tear. **** ***** provided us with a video from **** ********* in which the technician states the vehicle is in great mechanical condition and the rear brake rotors fail because the minimum rotor thickness is 27 and as seen in video these are measured at 26.9 with a micrometer. That’s just barely failing. One year later this is not unlikely,  Furthermore in some spots the rotors do pass inspection so that means the rotors are out of round which is very common and normal wear and tear maintenance that needs to be completed on any car. The technician also states that one of the 3 reverse lights work but from the factory there is only one reverse light equipped with this vehicle so the vehicle does in fact pass Pa inspection. The aftermarket Brabus bumper has 3 reverse lights, but only one needs to function as per Pa inspection. Light bulbs are also part of maintaining a vehicle as they don’t last forever. **** ***** sent us a estimate to replace the ****** bumper to original OEM bumper in amount of 11,712.68 which we’ve declined and feel all of our obligations to **** ***** have been met. In the estimate and video from **** ********* the vehicle needs 1696.34 in maintenance repair to pass Pa inspection which is Rotors and we feel a year later we have no obligation to do so, since we are only required for a vehicle to pass Inspection at time of sale which was done.
  
  Consumer
  

  Business Response

  Date: 08/05/2022

  This is in response to the rejection letter.
    This has totally become emotional on the customers part as we havent heard a word in the past year from the customer and now is time for inspection and there is some maintenance that has to be performed and a year later the customer is looking for us to assume obligation.
  As far as the tint on the windshield, I dont recall weather it was tinted or not at time of purchase but we are willing to remove the tint from the windshield at no cost to the customer.
  As stated by the technician at *********** and seen in the video that was provided the reverse light does in fact work and he states the vehicle does pass inspection. There was nothing stated previously by him that there was any issue with turn signals. As far as the running lights that are on the bottom of the front bumper and are not required for pa inspection we feel we have no obligation to repair them a year later. If this was a concern then why are we hearing about this a year later?
  Respectfully ,
  Joseph B**************
  General manager

  Customer Answer

  Date: 08/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  i gave up asking them to fix the things they promised me! Of course I’m upset a year later. This is the first time that this vehicle needs to be inspected and it was ILLEGALLY passed for inspection by Rolls Auto. After the video was sent, I told them to proceed. When they tried to inspect it again, they experienced issues with the brake lights, turn signals and reverse lights. 
  In the video the mechanic explained that there is wiring issues. When they would try to do one thing the next would stop (and so on and so forth). Unfortunately the video was not the end. When they actually went to fix the problems that I accepted the vehicle would NOT pass inspection. 
  The issue at hand is that Rolls Auto illegally passed a vehicle that was sold to me for $80,000, with malice intent. They should have their inspection license taken away so this doesn’t happen to anyone else.
  I am emotional that they disappointed me from day one, then I try to have the vehicle inspected (which is a state law) and I’m told that this vehicle has too many issues to pass. They took advantage of me, being a single woman. They put my life and my child’s life in danger. I don’t want this to happen to ANYONE else 

  Regards,
  
  ***********************