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:07/05/2025

  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 the car a little over a month ago. Purchased lifetime engine warranty for the vehicle. Started having issues roughly a week and a half with temperature gauge shooting up and causing the car to stop on the highway. Had batteries replaced, thermostat replaced. Engine light comes on. Multiple calls to my sales representative to get a hold of a manager, and they are beating around the **** offering me no resolution. ****************. ****** on a vehicle that puts me and my wifes life in danger.

  

  Business Response

  Date: 07/09/2025

  I am the Service Director and have already spoken with the customer. His car is currently here undergoing diagnostics so we can figure out what is actually wrong. I am in communication with the customer and filling him in along the way. I have agreed to diagnose and inspect the vehicle at no charge and we will see what we can do after we see what's wrong. At this point we are working together to hopefully resolve this issue.

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chancellor ******

• Initial Complaint

  Date:06/03/2025

  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.

  Prior to the sale of this vehicle, I made it known that the ** and transmission need to be serviced. The ** had two attempts tobe fixed and is still not fixed. The transmission had one service and has gotten worse. I have a witness that says they did nothing to to service the transmission like they say they have Also the sales manager. ***** told me that during inspection of the vehicle they knew about the suspension leaking and did not disclose this information to me during the time of sale are prior to the sale. I tried to come to an agreement tohave them fix all of the occurring issues on the truck and they disagreed. I also tried to get them to buy the truck back and the car I traded in for the truck and they disagreed overall I want the issues on the truck fixed at no cost because due to the transmission and suspension the truck is a major safety and I do not feel safe or comfortable in the truck whatsoever. I made one other attempt to try to service the transmission and ** andthe service *** told me he would call me back after talking to the service manager and he never called me back. The service manager told not to call me back and he was never going to call me back. He told me he wanted to talk to me one on one about the issue and he never planned on calling me back they falsified a ticket of the first service regarding what they did to the transmission. Within the pictures, I am providing phone calls of services and communication through the issues trying to also schedule services which also they never called me back after the first service once I try to service again I can also get my witness to testify and answer questions.

  

  Business Response

  Date: 06/09/2025

  The accusations being made are simply untrue. We did perform said service to his transmission in order to address his very slight and minor slip from first to second gear. Why he is saying I refused to call him back and never spoke with him. That is also untrue, I did speak with him and attempted to address his concerns. After talking with him I had set up an appointment for him which he never came in for. We are and were more than willing to try and duplicate his concerns stated. I never told my advisor to not speak to him and avoid him like he said. I not a only spoke with him trying to address his complaints but also set an appointment for him to come back in for us to see what his concerns were. On our we owe we were asked to diagnose the possible transmission issue, diagnose the air conditioning issue and address the tire pressure light, and lastly check for a sunroof water leak possible. The truck is not unsafe, the shocks he says are leaking are actually seeping and not causing any kind  of stability concerns or safety issues. The transmission was inspected and test drove. We found there to be very minimal slipping occurring if at all, there for we did a pan drop with filter service and added a no slip conditioner to his fluid in order to address this issue. The air conditioning issue was that the freon was low and needed to charge the A/C and add dye to the system. He was advised if starts to blow warm again we will need to inspect for possible leaks and advise him on the repair needed if that happens. We also replaced a tire pressure sensor to fix his Tire pressure light concern. We found no leaks with the sunroof. All in all we went above and beyond the We owe request, which was to simply diagnose all the issues above, instead we serviced his transmission, checked and refilled his A/C system and added dye, and replaced his tire pressure sensor. There was nothing else promised or agreed upon at the time of sale. 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23414633
  
  I am rejecting this response because: the service manager **** did tell that service *** to in fact not call me back. They failed to mention the suspension during the sale which I have said and 3 days after the first service got a warning light saying suspension service and the passenger side suspension is now completely busted. I also have a witness that works in the service department saying they never dropped pan and the only put in non slip through the bolt hole to the transmission. My transmission is sealed and if they did open the transmission it is now far worse than it was before. I refused the service he tried to schedule this recent time due to them failing twice on the ace and the transmission now being worse and do not feel safe with them servicing it again. I will be black listing this place for military and giving bad reviews on all social media platforms and having all of my friends/ ********** give bad reviews on theres. This place is horrible and does not care about military personnel. On there website says they give military personnel a discount and they never offered. ( this issue is small and I do not care really) but it goes to show they dont care about the military personnel and just want a check at the end of the day.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/13/2025

  Once again Mr. ***** allegations are simply not true. To say that I told my staff not to call him back is false. I specifically told my staff not to speak to him if he calls and to wait until I am available and can personally speak with him in order to address his needs. I also advised my staff of this because he was already threatening to sue us. There for I would not want them involved in a volatile situation like this. For him to say we don't care for our military is way out of line. First I have the up most respect for our armed forces and would never intentionally treat them poorly in any way what so ever, I also had no clue he was in the military which is irrelevant and weather he is in the military or a civilian would have made no difference in servicing his vehicle. I treat every single customer of mine with the up most respect and do everything with in my power to insure they're satisfied with the service or repairs given.  He continues to say we did not service his trucks transmission which is also false. I have saved video footage of the transmission service being done. Mr. ***** has us completely wrong and is addressing this situation with no true facts and allowing his anger to get the better of him. Making the accusations he has about my self and my company shows his lack of integrity. Its simply unacceptable to accuse us of the things he has with absolutely no evidence. We are still willing to follow through and inspect his truck and the specific complaints and or concerns he has and possibly work with him to resolve his issues. If he continues to slander us then my offer to address his issues will no longer be valid.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23414633
  
  I am rejecting this response because: Not once did I threaten to sue anyone. I never even wanted to go this route but what they did was illegal keeping disclosed issues of the truck from me(sepping shocks) which is now a busted shock and cant drive it and hasnt been driven in 3 weeks on top of the messed up transmission. I simply told them if we could not come to an agreement I will go down the other road. They didnt really agree to anything other than make me pay for stuff they have failed to fix twice. And make the transmission worse. I had brought up an agreement to have them fix the issues I brought up before sale which was A/C, tire pressure monitors and transmission. And 2 weeks later found out the shock had busted told them to fix the shock. They denied, I went on to try to just have them take back the truck and keep the car I traded in and I leave with nothing. But they are money hungry. That *** had been sitting in their  lot since February and still sold it knowing  it has issues. They said they didnt know it had transmission issues till I test drove it but I couldnt have been the only one who looked at that truck and pointed it out. They obviously just wanted to get it off the lot. The guy that will be my witness and testify says this place is full of snakes and is the worst dealership in the springs and I believe it especially doing all this to military personnel. Even if the truck is sold as is you have to legally disclose information that you know is wrong with the truck at the time of sale and they failed to do so even if its just a small leaking shock. But as he said he told them to not reach out to me which means call me back when I tried to schedule another appointment and that he will reach out to me personally. I waited 4 days for them to get back with me and I had to call them ************************************************************ about an agreement.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/16/2025

  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 used car from Rocky Mountain Auto Brokers in January of 2025 and started to hear my rotors grinding a month after I bought it, so I took it back to the dealership to look at it since I was told when I bought it that they had been replaced. They reassured me that the rotors were fine. Last week I had taken my car in for service at another mechanic shop and was told all 4 rotors needed to be replaced. I reached out to Rocky Mountain and let them know that all 4 were bad and sent them the report from the mechanic shop but they said it was my fault, and they would not replace them. Rotors do not go bad in a 4 month period and the fact that I had already heard them grinding a month after I purchased it tells me that I was not being told the correct information about the car.

  

  Business Response

  Date: 05/18/2025

  When the customer first came back with noise complaints of her brakes, we had done a full brake inspection investigating her concerns. We found no issues with brake system. Previous to her purchasing the vehicle we had resurfaced brake rotors and replaced the front brake pads, and also replaced the rear brake rotors and brake pads. Everything was found to be in specification  and no issues were present at that time. It is not abnormal to hear some brake noise from time to time depending on on temperatures, specific brake pad materials and customers braking habits. After she went to ********* they stated on they're inspection the reason for brake replacement was due to heat. This is a symptom that will occur due to harsh or emergency stopping. This is a completely different symptom and complaint other then her original issue she was concerned with. If she still had problems and or concerns with her brakes she had failed to bring this to our attention. She simply went in to ********* for and oil change with no mention of any brake issues at all.  There for I believe her original complaint was no longer and issue. Being heat is the cause of failure, this is a new symptom and issue that has developed over some time. When I explained this to her she was very aggressive and rude towards my self and staff. She felt the need to swear and belittle my advisor that originally tried to explain and help her though this situation. She was equally rude and aggressive with myself. As courtesy I had offered her a inexpensive option to help with the cost of the repair. Instead she continued to threaten and accuse us of doing shotty work. When a customer resorts to that sort of behavior I will not entertain any sort of help or options to assist with they're current complaints. In closing we had provided a proper and correct repair to her brake system prior to her purchasing the vehicle. She simply was braking aggressively and created the issue at hand.
  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23337883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/13/2024

  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.

  The salesperson ****, talked as it he was sincere and repeatedly told us how up front he was but it was an act. He throws in how he served in the military to make you feel a little more at ease and that he is more honest than not.I purchased a 2014 Maxima that looked great on the surface, when we test drove it, it seemed good. Within the first 24 hours the check engine light came on. It became clear that this vehicle had not been properly inspected before being sold to us. The following is what they have listed on their website, "At Rocky Mountain Auto Brokers each of our vehicles are put through a thorough and comprehensive inspection process before we offer the vehicle for sale on our lot in ****************, **."When I contacted the dealership about the check engine light, I was told I would receive a call back. I did but missed the call so they left a message stating they had the vehicle scheduled for the following day at 1015 to be repaired. Before we went to the appointment my husband called and asked if they had some kind of loaner or what the duration would be and they said no to loaner and that it would only be 1.5 hours that they would have the car. When he arrived to the dealership he dealt with ****, and was told just for the diagnostics we would have to pay $119. With in 24 hours of buying the car the light came on. We decided to take it to a trusted certified mechanic for a full inspection & the following problems were found: Bad O2 sensor, one tire with inner ware to the point of almost wire showing, the air filter was completely black, rear shocks were on their way out, front suspension need ********* should get a tune up soon. It's evident this place prioritizes profit over customer satisfaction. They engage in shady sales tactics & sell subpar vehicles without proper inspection. AFTER A WEEK OF HAVING THE CAR MORE IS WRONG WITH IT. From what we saw they put oil on the shocks/suspension to stop the squeaking long enough for them to get it sold.

  

  Business Response

  Date: 12/13/2024

  It is unfortunate that Ms. ******** does not trust our dealership. In spite of her resentment towards us, we are still willing to help her through our service department. However, it is not a reasonable business proposition to sell us the car she purchased from us for exactly $10,650 for her suggested amount of $15000 and we already paid a fair amount of money for the vehicle she traded in. We believe that any reasonable requests from our customers should be addressed but the ones that don't make any sense, we respectfully decline. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22681859
  
  I am rejecting this response because:
  We would like the Malibu back. The ****** Is in horrible condition. It is getting 13.4 mpg.  This is not right.  I do not trust that it to be fixed by you as well. Resentment is far from what I have.  You can not blame me for not trusting you. Read your own reviews and put yourself in my shoes.  I have to live and survive like anyone else and the Maxima and the issues it has is something I cannot afford to fix.  I have my elderly mother I take care of and just taking her to the ** the other day was a 1/2 tank of gas.  You should seriously be ashamed of yourselves. I just want my car back. Biggest mistake I ever made was going to your dealership.  It is seriously ruining my life and it *****.  You people are cold and wrong for this. 
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 12/17/2024

  We stand by our initial response which was more than reasonable. 

• Initial Complaint

  Date:11/24/2024

  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.

  After finding the specific vehicle I was looking for online at Rocky Mountain Auto Brokers I made arrangements to fly out, purchase the vehicle, and drive it home on 10/31/2024. When I arrived at the dealership the vehicle had been warmed up and parked in front. After a test drive which seemed normal we agreed on a price, which ultimately came to $30,699.20. After leaving the dealership I drove for a few hours until stopping where I had planned to spend the night. The next morning of my 1000 mile drive home the vehicle began to act strange. When leaving the parking lot of where I had spent the night I experienced a significant delay in the transmission, followed by a hard "thud" of it falling into gear. Unsure of the cause and more concerned about getting home I set off on the highway, where, in top-gear for hours on end I noticed no issues. On the second day of the drive I had a repeat experience, where the transmission once again seemed to fall into neutral temporarily, before landing in gear with a hard "thud". At this point I decided I needed an independent inspection of the vehicle as soon as possible. Upon returning home I made an appointment at my local **** dealership (Since **** is the manufacturer of the vehicle) and on 11/07/2024 they inspected it. After conducting a series of tests their recommendation was a replacement of the transmission assembly for a CDF Drum issue. Having received this invoice I immediately notified Rocky Mountain Auto Brokers as the price for this repair was quoted at $6,810.23. Assuming there would be some coverage under the 30-day, 3000 mile warranty included with the vehicle I continued to reach out to the salesman for information, which went mostly unanswered. After eventually making contact with the sales manager he then provided me with the name of the service director, who has yet to return any of my multiple calls. I would like Rocky Mountain to provide some resolution in this matter and offset the cost of the repair.

  

  Business Response

  Date: 11/26/2024

  This customer purchased a 3 month or 3000 mile warranty that should cover his repairs. A copy of the warranty contract, which includes a telephone number for claims was sent to him by our sales manager, ******* ******. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22600225
  
  I am rejecting this response because:

  As seen in the attached document, the only telephone number listed is that of Rocky Mountain Auto Brokers. I have already filed a claim through "Select Shield" which seems to be the 3rd party warranty company. I'm also confused as to why, after multiple conversations with various individuals at Rocky Mountain, they wouldn't have provided clear direction on how to file a warranty claim through the appropriate channels.

  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/21/2024

  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.

  On June 26th of 2023 I purchased a 2013 *** 528xi. At the time of purchase the car sounded and drove fine. Two weeks later the alternator went out, took it to Rocky Mountain Auto Brokers for replacement. Then another two weeks after I received back the vehicle the ***** soiled went out and made the car undriveable. It took about a month to replace. Two days after receiving back the car both CV axels disconnected one after another which were two separate trips to the dealerships service center. Then in December the vehicles motor had a catastrophic failure, resulting in two different motors and a used transmission. The first motor they put into the vehicle had another catastrophic failure, resulting in needing another motor, and in the process of putting the third motor in a technician physically dropped the transmission and cracked the housing resulting a different used transmission being put in. This technician was later fired. And after many set backs like the driveshaft bolts needing replacing which took a month, and countless other repairs I finally received the vehicle. Shortly after there was a lean code, missing motor mount bolts, the *** not responding with the car, and now it still needs work as it will not drive any more. The dealership advised me when receiving the vehicle I had a warranty to use and that the repairs after the motor fiasco would be near free of charge by their then Service Manager who is now fired. I have received news that I no longer have a warranty after it was misused by the dealership and is no longer usable.

  

  Business Response

  Date: 11/26/2024

  Before responding to this complaint, we would like to clarify that our former service manager was not fired. Rather, he resigned to start a new job somewhere else. As far as the main complaint which was the fact that this customer cannot use his extended warranty anymore, that's a determination that's made by the warranty company and not our dealership. However, we deal with different warranty companies and he is welcome to purchase another extended warranty at a discounted price by us. 

• Initial Complaint

  Date:11/09/2024

  Type:Product 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 have been trying to contact this dealership about canceling my ************** policy for my 2018 ************* GLS450 purchased in OCT 2023 *** ************** advertisements and communications since Sept due to the fact that I have PCSd overseas for an indefinite period and the policy is no longer worth the payments so I would like my policy refunded and canceled HOWEVER this dealership is refusing to answer my emails, website inquiries, and return my phone calls. This is proving to be a very untrustworthy dealership.

  

  Business Response

  Date: 11/15/2024

  Looking into whether or not the finance products purchased by this client can be cancelled by our finance department and communicating directly with him. We will contact this client as soon as we hear from our business partners we contracted with. 

• Initial Complaint

  Date:11/01/2024

  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 purchased a pre-owned **** Q7 from Rocky Mountain Auto Brokers on September 10, 2024. The sales manager assured me the car had gone through a pre-inspection process. The pre-inspection process is outlined on their website at *********************************************************************. When the car was delivered to me, it had a low oil indicator and brakes that did not work with serious and dangerous wobbles at high speeds. Within a few days, a check engine light also came on, indicating an intake manifold error. I flagged the issues with the dealer and they offered to fix it. At my own considerable cost, I drove from ****** to ****************, paid for a hotel and spent a day while they supposedly worked on the car. The only work provided was machining of the rear rotors. The check engine light issue was not addressed, the brake issue was not addressed and the oil leak was not addressed. I immediately called and requested they fix it. They refused. I indicated that I would take it to a reputable mechanic in ******, Paddock Imports, and provide them with an overview of the work for reiumbursement. They have refused to respond to any further correspondence. Paddock Imports repaired a number of items that should have been addressed under the pre-inspection process guaranteed in writing by Rocky Mountain Auto Brokers. The work was completed on 10/28/24. I was without a car for four days. The work cost a total of $3,386.48. The work included the following: Oil Pressure regulation, brake disk, brake pad, control arm bushing as bushings were cracked and leaking, four-wheel alignment, replace oil pressure switch, replace front brake pads, rotors and sensor. Receipt and full overview available.

  

  Business Response

  Date: 11/04/2024

  The issues raised by this customer are being handled directly with him. Hoping to resolve them to his satisfaction.

• Initial Complaint

  Date:10/02/2024

  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 the vehicle on September 21st, 2024. One safety issue after another. First after purchasing the tires were rotted. After fighting they replaced them. The major issue is last night I was driving with my 3 year old child and became stranded on the highway at night. After they fixed the tires seems someone took the pins and bolts out of the brake calipers. Also, stole the ** specific key to remove the rims which added to being stranded and unable to remove the tires to access the faulty calipers! You could have killed me, my son and unborn child! Also, immediately after they replaced the tires a sensor is faulty and the check engine light has now been on. Spoke to someone today and they said, just schedule to bring it in and that they cleared a check engine code before selling the car but didnt fix anything. Confirmed the only 360 inspection done was replacing windshield wipers. So luckily your not being met with a wrongful death suit, we have pictures of the calipers that almost came off and witnesses at Autozone in ****** that can attest to the condition and extremely dangerous position this dealership placed my family in. Why would we bring the vehicle in for your people to check it when you didnt do it the first time or before you finalized the sale. You almost killed us and we want the car returned for a FULL REFUND. THIS IS COMPLETELY DISGUSTING HOW LITTLE YOU VALUE OUR LIVES AND OUR CHILDRENS LIVES. WE WANT THIS CAR RETURNED AND A FULL REFUND FOR SELLING A FAULTY DANGEROUS VEHICLE THAT ALMOST RESULTED IN A WRONGFUL DEATH!

  

  Business Response

  Date: 10/10/2024

  We are sorry, at Rocky Mountain Auto Brokers, to hear that you were stranded on the highway at night. We apologize for this inconvenience that probably happened after the close of our business. We are willing to look into any mechanical problems that you are either experiencing or found by another repair facility and attempt to fix them to your satisfaction.  
  However, we are not willing to give you a full refund after you signed a binding contract on both parties and took delivery of the vehicle you purchased from us.  
  Again, we apologize for any inconvenience and are willing to help you with any reasonable requests. All you have to do is give us a call at ************ to schedule an appointment at your convenience.  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22372294
  
  I am rejecting this response because:
  
  The calipers on all four tires were loose after you serviced the vehicle. Still questioning whether this was intentionally faulty or gross negligence. The sensor was admittedly cleared by your mechanics without being fixed. I am deathly afraid of any work you would do as it already almost cost me my life and my sons life. 
  
  Sincerely,
  
  Ewelina Wszolczyk-*****

  

  Business Response

  Date: 10/25/2024

  It is unfortunate that you rejected our extended hand to help. we deeply regret that. However, the only other option we can offer you is to trade in this vehicle for another one that hopefully will make you happier. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22372294
  
  I am rejecting this response because:
  
  The issue is the dealership and how they have handled every single situation since purchasing the vehicle. They are untrustworthy, deceptive and evasive (as proven with their responses to this complaint.) You endangered our lives by selling a faulty vehicle and lying about its condition. No way we want another faulty vehicle from you. We want it refunded and returned. Its disgusting how little concern you have for human life and providing quality service and products. 
  
  Sincerely,
  
  Ewelina Wszolczyk-*****

• Initial Complaint

  Date:09/03/2024

  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.

  A trade in deal was made between Rocky Mountain Auto Brokerage and I; I traded in my VW Jetta for the purchase of the Santa Fe Sport. Following the deal, the vehicle broke down within a month. In the process of trying to use the third party warranty, we found out that my warranty was not entered in the system properly and was called "sloppy" by another member of RMAB. This led to a more in depth review of the deal on the buyers part and we found that not only was the warranty done incorrectly (and had been fixed afterwards) that we believe we were falsely charged more than the car was worth and the deal had been misrepresented. I found out in this process that there were undisclosed issues with the car. I am hoping to withdraw from the deal and receive my trade in vehicle or a fair monetary compensation that reflects the value of my traded vehicle if it has already been sold. The payments to the finance deal of the Santa Fe have not even begun, and the issue with the car, although under warranty; will take roughly a few months to service.

  

  Business Response

  Date: 09/05/2024

  According to our finance manager, *******************, the service contract that *************************** purchased from him has always been active since the time she signed the contract with Rocky Mountain Auto Brokers. However, this service contract was superseded by the extended factory warranty on this vehicle as  explained to her by our service manager who offered to send her Santa Fe to a local ******* dealership for a new engine at no charge to her. But because she did not want to wait, he agreed to send it to a place she found in ********* for her own convenience since it could have a new engine installed earlier. As far as overpaying  for the vehicle, she paid exactly the price that was advertised online for the general public. Please see the two attachments that clearly show that the average price for this vehicle within a 500 mile radius is $19,800 and its  **** Power retail value is $18,650 when she only paid $17,861. Finally, the contract signed by both parties is binding on both parties. Therefore, no money can be refunded to this customer since we have done everything to satisfy her as a customer including driving her car all the way to ****** to a repair facility of her choice free of charge.  Nonetheless, we would be glad to help her with any reasonable requests she may make in the future.