Complaints

This profile includes complaints for Rollit Motors Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rollit Motors Inc

  60 N Gilbert Rd Mesa, AZ 85203-9049

  
• 

  Rollit Motors Inc

  1858 E Main St Mesa, AZ 85203-9000

  

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:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bought a car from them Rollit Motors on December 19, 2023. They took my old car as a trade in. And they where supposed to pay off the money left on it. The other company has been calling me wanting payment from Rollit. Also they haven't sent in the money or papers for me to get my license plate. I had to go to them for a second paper one. I did business with them before and was not treated like this.!

• Initial Complaint

  Date:11/26/2023

  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.

  June/18/2023 $47,956.27 A vehicle that met state requirements Having the vehicle for a couple of month we saw that we couldn't fit a lot of items in it with all the seats occupied our stroller took up mostly half of the trunk, so we decided to change or trade the vehicle for a bigger one. Once at a dealership to exchange vehicle they wouldn't accept it because the V.I.N where scratched off. so we made an appointment at the ************************ *** for a Level 2 inspection. The vehicle did not have Vehicle Identification Number (V.I.N) on windshield or on the door. Went to the *** for a level 2 exam, once i took the vehicle to the inspector who was a police officer ****************** 2368 immediately saw that the V.I.N was scratched off from windshield and the door and said " Is the vehicle your? I said "yes" then he responded " I can arrest you right now cause it looks like auto thief, but I'm going to inspect the other location of the V.I.N have a seat outside and wait for me to finish". Once finished with inspection he found the V.I.N they made a V.I.N and placed it on the driver side door. We are disputing a refund for the vehicle. However the business told us to wait a couple of days for an answer from the manager, the only thing he said was to exchange the vehicle for another one. Which we did not want to take because we can't trust this company that sold us a vehicle that didn't have obvious V.I.N locations. So they did not resolve our problems. Navy ******************** loan

  

  Business Response

  Date: 04/21/2024

  The vehicle **** purchased was a theft recovery. The *** was removed from the vehicle when it was stolen. The *** in the door the customer refers to in his complaint was issued by the state of ******* when the vehicle was recovered.
  The theft recovery and the State of Arizona replacement *** tag were disclosed to the customer at the time of the sale.
  While offering the customer a refund is not an option, we would, however, take the vehicle in on trade for its full market value.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 place is buying cars from a place where cars have been in accidents and cleaning the titles so they dont reflect the accidents. One car was one where all the airbags deployed he sold the car without providing that knowledge. It was a mini van.

  

  Business Response

  Date: 04/21/2024

  I disagree with ********** complaint in its entirety.

  
  We do not have any record of ******************************* purchasing a vehicle from Rollit Motors.
  If she has purchased a vehicle here and is having any kind of issue with the vehicle, I would encourage her to call the dealership at ************. We will be happy to help her in any way we can.

  
  Her complaint alleges we have cleaned a title to remove an accident.

  
  It is not possible to Clean a title. Vehicle titles are issued by the State, and we or any other dealership have no control over any brand that appears on a title. Nor do we have any way to remove a title brand from a vehicle. Once a vehicle title receives a brand, it can not be removed.
  
  As a Carfax Certified Used Car Dealer, we provide a Carfax History Report for every vehicle we sell. The report is disclosed to the customer at the time of sale.
  
  We provide the highest quality vehicles at the best possible price and have done so in the same location since 1983.

  
  ********* allegations are both false and libelous, and if she does not retract her false statement regarding the dealership's integrity and reputation, the dealership may take legal action against her personally.
  

  Customer Answer

  Date: 04/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:04/22/2023

  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.

  Purchased a commercial vehicle put down $5,000, I made my first payment to Westlake bank who funded the loan, late - however because Rollit and Westlake had a back door agreement that does have anything to do with me and Rollit picked up the vehicle as Westlake no longer funded the loan. I had the agreement sent to me and it has absolutely nothing to do with me. It’s like rollit stole my money and my commercial vehicle for an agreement that was not disclosed. For the record my payment was 13 days late. Per MY agreement I was subject to a 5% fee not for rollit to come pick up the vehicle. They are refusing to refund my 5k deposit or my first payment. It’s bad business. My agreement with Westlake should not disrupt my purchase because they have an agreement that I’m not aware of. No bank will repossess a car that’s not even 30 days late. I attached my legal biding agreement and the agreement between rollit and westlake that has NOTHING to do with me but fully effected me. Rollit did not disclose of this agreement. Dishonest business. I was robbed out of 5k for a car I never 30 days late on.

  

  Business Response

  Date: 04/22/2023

  I disagree with the statement made by ******** ****** in its entirety.

  As Darkenya stated in her complaint the first payment on the vehicle was late.

  Her vehicle was repossessed for nonpayment, and as such she is not entitled to a refund of her down payment.

   

  Customer Answer

  Date: 04/22/2023

  my vehicle was not repossessed by the BANK THAT I SIGNED the agreement with- it was taken by ROLLIT due to an agreement that Westlake and ROLLIT Had that was not agreed on or signed by me. 
  

  Documentation of such was provided. 
  

  it is even noted that “WESTLAKE HAS NO OBLIGATION TO REPOSSESS” 

  ROLLIT did not communicate such information. That is not a way to do business. 
  

  a lawsuit for such will be filed. 

  

  Business Response

  Date: 04/22/2023

  The vehicle was repossessed due to non-payment. No matter how the customer tries to spin the facts. The simple truth is... Had the customer made the car payment when the payment was due she would still have the vehicle. 

  Customer Answer

  Date: 04/25/2023

  Rollit Motors is an auto dealer, not a bank. There was no agreement to finance a vehicle with a dealership. So for you to state that this is a repossession is completely false because you are not a furnisher. You having a backend agreement with Westlake has nothing to do with the consumer and are very deceptive practices. The payment was late 2 weeks late per my contract I would be charged a late fee. But it seems that due to some agreement behind my back with Westlake, you have taken the car and decided to steal my money. I have Westlake on record stating you took the vehicle illegally. 
  
  Per FDCPA, 15 U.S.C 1692f - Unfair Practices. You may not use unfair and unconscionable means to collect a debt when you have no enforceable right. 
  
  At the time of picking up the vehicle, the payment was already made and wasn’t in past-due status. I will not take this defamation of my character lightly because this was not a legal repossession, which you have stated.

• Initial Complaint

  Date:03/25/2023

  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've bought 3 vehicles and this will be the forth. Everything was fine until I purched a 2016 ****** The 2016 ***** had a variety of different issues. The screen was broken. The paint was scratched. It was missing pieces on the front bumper. The steering wheel logo was broken. We initially were under the impression that if we found an issue. The dealership would handle it. The steering wheel had a generic ***** logo piece added, and it doesn't even match the trim of the vehicle. The parts from the front bumper fell off after having it fixed. And the screen, don't even get me started on the screen. I have call logs and texts messages of them beating around the ****. Until we advise we'd be returning the vehicle. As it was stilll under the 15 days return policy. Since we put a 10k down-payment they were more than happy to replace the screen in order to keep the money in their pockets. Fast forward 6 months later, it's the vehicles first scheduled oil change. An inspection was performed and it was discovered the tires were from 4/15. The vehicle is a 2016 model. The tires are 8 yrs old with no tread life. When I called the dealership. I was greeted by a very upset gentleman. It seems like he gets no play. I explained the situation and was informed we'd have to pay a dealership price to replace the two tires. Which makes no sense. The vehicle should of came with tires newer than 2015. ***** claimed the tires passed inspection. And they were safe to drive. I requested to see the documentation and he ignored me. Not once but twice. When I told him I'd be reaching out for legal representation and out to the BBB. He started belitting me and threatening me with release the transcript for the call. Which he's welcome to do. It'll show his poor customer service. As a consumer I have the right to speak my opinion. Having a business insult you and make threats is honestly unacceptable. I have pictures of the issues listed above, text messages and a transcript as well.

  

  Business Response

  Date: 03/25/2023

  I disagree with the customer's statement in it's entirety.

  While we will not replace the tires on a used car his mother purchased six months ago for free, we would order them for *****'s mom at the wholesale dealership cost.

   

  Customer Answer

  Date: 03/25/2023

  tires should of been replaced from the beginning, it's the fact the tires are from 2015. And you guys think it's okay.

  

  Business Response

  Date: 04/04/2023

  I disagree with the customer's statement in it's entirety.
  While we will not replace the tires on a used car his mother purchased six months ago for free, we would order them for *****'s mom at the wholesale dealership cost.
  

• Initial Complaint

  Date:03/03/2023

  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.

  Date of purchase 1/23/2023, Date of repair 2/1/2023
  They committed to check the vehicle out if there was a problem within 15 days or 500 miles or approve another shop in writing. Please see documents attached with more details.
  Paid auto shop $409.63 to repair coolant leak.
  The nature of the dispute is their failure to check the vehicle out as they said they did and their failure to fulfill their implied warranty nor call us back to discuss possible options before we were forced to have the repair done on our own.

  

  Business Response

  Date: 04/04/2023

  I disagree with the customer's statement in it's entirety.
  We will be happy to address any issues the customer may be having with the vehicle they purchased. However, any repairs would have to be performed in our shop at the dealership in Mesa, or at a shop approved prior to any work being completed on the vehicle. 

  Customer Answer

  Date: 04/06/2023

  We
  disagree with Rollit Motors response to our complaint.

  As
  far as bringing the vehicle back to Rollit Motors in Mesa, that ship has sailed
  as it is over the mileage specified in their warranty document and out of
  necessity we had to have the coolant leak repaired near our home.

  
  We
  told them of the issue while there prior to completing the sale, as the coolant
  was very low in the coolant expansion tank and a few days later when it became
  evident that there was a coolant leak and our issues with bringing it back as
  we needed it for transportation in Northern Arizona. They offered nothing else
  when we spoke to them and they did not call us back as they said they would. We
  also believe they were negligent in actually checking out the coolant leak
  issue when we mentioned it while we were there prior to sale. They said,
  "all is good with the coolant strength and topped up the coolant, no leaks
  found. We discovered that the coolant was very low again or still in the
  expansion tank when we arrived later that night in Payson. They also said they
  had checked the tire pressures and a short time later a few miles from the
  dealership, while headed out of the area, the tire pressure warning light came
  on. We found the pressures to be three tires at 25psi and one at 30psi while
  specifications are for cold tire pressure to be 35psi. It appears they did not
  check the tire pressures after all. There may be a pattern there that indicates
  they failed to check any of the issues we asked them to address prior to the
  sale. Please read the entire complaint in the attached Rollit Motors.docx.

  
  As
  I understand it, our remaining options are to have the BBB post this on their
  website and file in small claims court and with the Attorney General. We
  will consider all options.
  **** *******
  

  

  Business Response

  Date: 04/08/2023

  I disagree with the customer's statement in it's entirety.
  We will be happy to address any issues the customer may be having with the
  vehicle, and waive the 500 mile 15 day implied warranty provision for the repair on the vehicle they purchased.

  However, any repairs would have to be performed
  in our shop at the dealership in Mesa, or at a shop approved prior to
  any work being completed on the vehicle.

  Choosing to have the vehicle repaired in a repair facility without having that facility, and the repair approved by Rollit Motors prior to the repair negates any protection afforded by the 500 mile 15 day Implied Warranty.
  

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 vehicle on July 30, 2022. It has now been 10 weeks and due to a paperwork error when purchasing the vehicle originally, I still dont have permanent registration. I keep being told there is 1 pending signature needed. 10 weeks should be more than enough time to get the paperwork correct and the registration submitted.

  

  Business Response

  Date: 11/07/2022

  Unfortunately, ************** is correct, an error was made on the original purchase paperwork on the vehicle he in-turn purchased.

  We have corrected the error and are processing his title and registration.

  I apologize for the inconvenience this has caused **************, and while we are very diligent in the processes and procedures we have in place we absolutely failed to do so in a timely manor in this case.   

  Customer Answer

  Date: 11/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has completed this action and I now consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:10/14/2022

  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 bought a 2013 dodge dart sxt 2.0 on may 21st. The car had engine sounds happening upon purchase that we were promised, in writing, would be taken care of. We brought the car in 2 times before 500 miles and another 2 times to your dealership afterwards to be fixed. Not only did we get the car back worse sounds and sluggish, but we were REFUSED work ordered EVERYTIME. Our car now has low oil pressure, and potential engine damage after I spent $700 to find this out. I need the owners contact information. We were REFUSED paper work and told that we have to ask sales for the paperwork and never got it. We signed a 3 page section titled this car these issues and you as the buyer understand marked N/A every line. This car was a lemon and they tried to do the run around.

  

  Business Response

  Date: 11/07/2022

  ****** purchased the vehicle in question on 05/21/2022.

  At the time of sale he was offered, and declined purchasing an extended warranty.

  Unfortunately, the basic warranty that comes with a used car in the **************** is 500 miles or 15 days. 

  ******'s expectation of the dealership covering a repair at no cost after the warranty period has expired are unrealistic.

  We would be happy to repair his car in our shop at a reduced labor and parts cost, however the work would not be completed for free.