Complaint Review: Rock Solid Auto and CSA - 85201 Arizona

If there is a way to feed this to the masses, it would be great. Here goes.

We purchased the vehicle with no known issues at the time of purchase. We were according to Rock Solid, “a little too honest”, as is their office motto during the application process. The vehicle we purchased ran great for a used car at first. There was a slight popping noise as the vehicle went over humps, but we figured nothing of it. Its a used vehicle. There were a number of cigarette burns that were overlooked in the interior, but at the time we were in need of a vehicle. About 4 days after the purchase, the popping sound under the vehicle became a bit louder. We also started to hear grinding in the brake system. I was going to schedule to do the service myself, but then about a week or so after that, the Check Engine light turned on. We notified Rock Solid of the known matter, and we were advised to bring the vehicle in for a maintenance check. Unfortunately my work schedule detained me from dropping the vehicle off. At the time I was training for a new position for my employer. About 3 weeks after these issues started, I finally got the chance to drop the vehicle off at Rock Solid around 9:30pm on June 5th 2014.

There is a drop box at the front entrance of the service center, and envelopes for the keys to the right of the door. On the envelope, there is a checklist to fill out what needs to be addressed on the vehicle. I clearly stated that there was a grinding, sort of popping sound under the vehicle, and that the check engine service light was on, and also the issue with the brakes. The service center was in possession of the vehicle for less than 14 hours. When I picked up the vehicle on Saturday June 7th 2014, I went over the maintenance paper work that was done on the vehicle with Chris Curry, the sales representative whom I purchased the vehicle from. I noticed that the paperwork showed that the brakes have been cleaned, readjusted and checked. The sway bar had been replaced, but the grinding/popping noise cause could not be determined. Nothing was advised on the paperwork that the check engine light was even inspected. I was told by Chris Curry, because it was so late in the evening, and the service center was not open on Saturdays, to contact them Monday morning.

I contacted the service center on Monday June 9th 2014, and spoke with Jeremy. I advised him that the issues were still ongoing, and the popping noise was louder than before. I advised him that nothing was done with the check engine light as well. Jeremy advised me to bring the vehicle in immediately to have it serviced. My wife felt extremely uncomfortable with me driving the vehicle back to the service center, so we scheduled to tow the vehicle with the Tow truck company that Rock Solid Auto uses on June 12th 2014.

The Rock Solid Service center was in possession of the vehicle starting June Thursday June 12th 2014. On Monday June 16th I received a phone call from Jeremy stating that the problem was still ongoing with the vehicle, and they could not figure it out. I advised them to keep the vehicle until the matter was resolved. On Tuesday June 17th 2014, I inquired about the service that Rock Solid offers by renting a vehicle for their clients through Enterprise Rent a Car. Unfortunately I do not possess a bank account, or a credit card to receive these services, as Enterprise request a $50.00 reversible deposit from the driver. Jeremy continued to update me throughout the week, informing me that that noise still was not addressed, and also the check engine light was not addressed. I finally worked something out with Enterprise to rent the vehicle, and on Wednesday June 18th 2014, I contacted Jeremy to set up a vehicle rental for me.

I was told that he would contact me by the end of their business day to have the rental set up. Jeremy did contact me to let me know that my vehicle would be ready by the next morning, Thursday June 19th 2014.

The vehicle was not ready until after 2pm on June 19th 2014. I was told by the service center that they replaced the catalytic converter (muffler), with a new one. I was told that the mounts, ball joints, and a few other mounting parts have been replaced with brand new parts. I was also advised to sign a waiver, basically stating that these parts were not covered under the warranty, and if I ever needed this serviced again, there would be a fee.

As soon as I was done signing the paperwork, I left Rock Solids sales lot. The check engine light was turned off, but the popping noise was still in effect. I did not notify Rock Solid of this matter, because as soon as I got home, I started to contact Reputable Certified Auto Mechanics to schedule an inspection. The only appointment for the vehicle to get a new car service check was with Midas on June 27th 2014.

 

On Friday June 27th I took my vehicle to have it checked. I explained to Midas what the issues were, and they were on going. I advised them that the vehicle has been serviced for the same issue, but the problems were still ongoing. I provided them with the service paperwork that was given to me from Rock Solid Auto Service Center. The Manager at Midas took me to see under the vehicle. I was told some parts were replaced with used parts, but as mentioned in the paperwork given to me by Rock Solids Service Center, some of these parts were used. It also looked like some parts weren’t replaced at all. The Catalytic converter was replaced, but it did appear to be used. In the paperwork, it stated that it was new. The Sway bar was replaced, but used, and the ball joints were replaced. These appeared to be new. There is a MAJOR issue with the mount directly under the engine, and it needed to be replaced. According to the servicemen at Midas, any mechanic looking to fix sounds, or issues with the frame, or suspension should have noticed the issue that needs to be replaced.

There is a boot directly under the driver side mount that has been torn, and it should have been replaced when the mounts at the time when the mounts were said to be replaced. I took one of the service reps from Midas for a drive to let them hear the sound that I was talking about. We went back to the shop, and the vehicle was lifted on a bed style lift so that tires were not suspended. The second and final time I was taken to check under the vehicle, I was shown that both upper strut mounts are bad. The sound can be heard when the wheel is turned, and I even put my hand to feel the popping noise I had been hearing this whole time. According to the service paperwork from Rock Solid, these were replaced with new parts.

According to the service center at Rock Solid, this noise was never found…

I get a little upset when I am told by the service reps, “I did purchase a used vehicle”. I have purchased new vehicles in the past, and they have lasted me a long time with barely any minor issues. I specifically said to Chris Curry and Monte, the Sales Manager at Rock Sold, that I did not want a car that I can’t afford. I am not talking about the payments. I am specifically speaking of the time and energy to keep the vehicle running, especially being such a new “purchase”. I was told that out of all of the cars on the lot, the HHR was the vehicle that had the most amount of money put into it.

After a few emails with a rep from Rock Solid, they offered "as a courtesy" to take my car to a GM dealership. Only thing is that I could not have any contact with them, per their "policy". Even GM said that only the left side was fixed, and they recommend fixing the right side. A few other problems like the rack and pinion (like THAT’S not a big deal) and other bushings problems need to be dealt with.

Rock solid offered to remove my warranty plan, and basically have me pay for my own repairs. (What?)

They offered to repair the "sound heard", but nothing else. (I've only had the car for less than 3 months. What’s to say it doesn’t fall apart in another month from something else)? In fact, my vehicle had a recall on some parts in the vehicle in March of 2014. but I bought the car in April of 2014. (-_-) This should have been addressed, but rock Solid has ASE Certified technicians who according to a Rock Solid Customer Service rep "only make the car drivable", there's a huge issue there. They are also offering me to trade in this vehicle, for trade in value, and get set up on a brand new contract (NO FREAKING WAY). I want out of this mess. Even CSA the finance company they are affiliated with, and per my contract, I am able to get out of my contract for a faulty vehicle.