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:08/27/2024

  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.

  I bought a 2018 *** 430I with right at ****** miles on the car from Rocky Mountain Auto Brokers. We went to test drive the car. Liked it and did paperwork. They then told us we could not have the car as it needed to go through their service department. The car was there for over two weeks in the service department. Before we got a call to tell us it was ok to come get it. No idea what work was done. As they would not tell us for sure. Fast forward to 6/24/24, and ****** miles. I was driving the car when I have a Chassis stabilization code that popped up. We then reached out to *** of ******** to have the car looked at. When the tech looked at the car. He realized the steering wheel, air bag, and cluster were from an older model car. When he plugged into the car. The control unit for the steering was not communicating with any other control units in the car. I was told by the dealership that the air bag could of went off at any time while driving or sitting. The steering could of also went out due to not communicating with the electric steering rack in the car. Potentially causing us to wreck or die. The safety equipment had been changed with parts that were not compatible with the car. We were also told with the wrong cluster in the car. There was no way to verify actual mileage on the car. They also found that the transfer case had a code for end of life. Which they said with the control unit in the steering not communicating with the car. It could cause it to burn up the transfer case and damaged other parts on the car. I then reached out to the dealership where we bought the car. After 2-3 weeks of calling from 8/8/24. I was finally able to talk to the gm 8/27/24. Rocky was his name. He told me it was not their problem and unless I had 1000% proof that it had been changed. He would not help us in any many. It was also noted to our bank. They no longer want to carry the loan due to not knowing the condition of the car.

  

  Business Response

  Date: 08/30/2024

  Indeed, Mr. *************************** purchased a 2018 *** 4 series with exactly ****** miles from our dealership on 10/27/ 2023. He took delivery of it after it passed our service departments inspection. After driving it for 10 months and putting ***** miles on the odometer, ******************** admittedly hit a curb and was forced to take it to a *** dealership in ********. He claims that the *** dealership told him that the vehicles original cluster was replaced by an older models cluster which is not compatible, thereby negatively affecting other parts of the vehicle, including the airbag.  
  Our General Manager, Mr. ********************** *********, did not tell this customer that it was not the dealerships problem. Instead, what he told him was that even though the vehicle left our dealership in good standing, and since the airbag is a safety item, he is willing to look into this problem. However, he told ******************** that he needed a service report from *** proving that the original cluster was replaced by an incompatible one so that he can forward that report to the auction that sold us this vehicle. Mr. *************** has been checking his emails every day and he has yet to receive the requested report from this customer. Once we receive this report that needs to be CCd to our new used car manager at ***************** ********************** is willing to help by contacting the above auction. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22203001
  
  I am rejecting this response because:
  No curb was ever hit with the car. No damage was done to the car. No other work was ever performed on the car other than their shop. Which after buying the car. It set in their shop for over two weeks. As we were told that their shop was waiting on parts from running it through their service inspection. To fix the parts they said it needed before we could have the car.
  The car kicked the codes. It was taken to the *** dealership. Which has techs specific to work on this car. It was noted by their certified technician that the air bag, steering wheel, and instrument cluster had been changed to a previous model year. Also the controller for the steering wheel, cluster and airbag will not work for this model. It does not interface with the car. Making it unsafe to drive due to air bag not functioning right. Not setting off when needed. Or setting itself off going down the road. Also the possibility of loss of steering functions while driving. Which is a safety hazard, and could have caused my wife or myself to be injured or killed. We were lucky the car did not do this to us. A certified technician from a *** dealer sent us the fix and why it needed to be fixed. Also why the dealership where the car is getting properly looked at by a certified technician does not want to let us have the car until it is fixed and safe to drive on the road again.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2024

  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.

  My partner and I were looking for financing and gave permission to pull credit. It didn't go through, no big deal. We told them not to pull it again. Revoking permission. They did 6x after that with different institutions and for vehicles we did not even agree to purchase! They also said our deposit would be refunded when we gave it to them and now they won't refund it. I'd like my partner to get his deposit back and I'd like the extra enquiries removed from my report.

  

  Business Response

  Date: 02/16/2024

  The agreement between our sales manager, *********************** and *********************** (*********************************** partner) on January 26, **** was for Rocky Mountain Auto Brokers to secure a ******************************************************************************************************* return the aforementioned customers will give the dealership a $500 non-refundable deposit to show their intention of pursuing the deal. Unfortunately, they decided to back out on the deal and therefore forfeited their deposit. As far as the credit pulls are concerned, Rocky Mountain Auto Brokers pulled their credit bureaus only once but it is customary for banking institutions to pull the credit of prospective borrowers before they give their approvals. 

  Attached, please find the non-refundable deposit form signed by *********************** and the credit application authorizing us to pull credit bureaus signed by both ************** and ******************. 

   

• Initial Complaint

  Date:01/24/2024

  Type:Sales and Advertising 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 Dodge Durango on 9/15/2023. My sales rep handed me a blank sheet of paper with the final price and had me sign it. I never saw this sheet of paper again. I was taken back to finance to sign all of my documents. I dealt with *******************************. He advised me of all the warranty add-ons, and let me know they were not optional. This added around $8000 to my loan, which was more than the what was on the blank sheet of paper I had to sign agreeing to my final price. He advised me not to worry because all I had to do was put gas in my car and they would take care of the rest He said you probably wont pay for anything and if you do its only a $200 deductible I am fully aware that this was bull but was definitely in need of a car and that is how scams work. These additional costs are never brought up prior to agreeing to price. They are never mentioned until someone is sliding papers across a desk telling you these are all part of the price This is false and a blatant lie. I needed my car serviced on 1/11/24 and nothing was covered. I was told I could switch my plan to a better one. I was told that everyone was going to talk to the ** Rocky to take care of the issue. I was told I could see my file. I was told my warranty would be refunded back to my loan. None of this happened, everyone just lies about everything. I was sent from one building to another over and over. I missed almost a full day of work, because I had to repeatedly go in person just to talk to someone over the 8 days that they had my car because no one returns phone calls and you are just transferred to voicemails of people you don't need to speak with. The warranties are all a sham. I was lied to and blown off by every person, including the accounting rep that thought I was on hold while I was listening to her mock me to her co worker. I sent an email to the **, which was turned into a sales inquiry. This is just bad business, every real review is the same.

  

  Business Response

  Date: 01/26/2024

  Our General Sales Manager, *********************************, is working directly with the customer for an acceptable resolution to her issues. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21193710
  
  I am rejecting this response because: No one has actually contacted me in regards to any resolutions. I was told I would get a call back on Saturday 1/27/2024. It is Tuesday 1/30/2024 and I have not heard anything from this dealership. No one is "working with me" to provide anything. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/30/2024

  I spoke with **************** today and we have resolved the issue.

  Customer Answer

  Date: 01/31/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  This company not only violates ******** law on their advertised law. They advertise a low price that does not include the handling fees (******** Attorney general has a document clarifying this practice and the advertised price must include the fee) they also include $1000 of accessory fees that are not negotiable, nor listed anywhere in the listing. This is also a violation. It is a wonder that they are in business at all. All of the negative reviews I have seen all say the same thing and should be believed, I find it hard to believe anyone rates them 5 stars. This leads into the customer service, or lack thereof. When asked for an itemized list, I was given the total amounts and told it was itemized. I asked for the itemized list of each thing contributing to the total. At this point they called, convenient to not have a paper trail. Anyone looking for a new vehicle, avoid this company at all costs. They are insulting and have shady business practices.

  

  Business Response

  Date: 12/14/2023

  ***************,

  I've reviewed your complaint with confusion due to the fact I'm the one who printed out your full disclosure itemized breakdown of the numbers you requested. I've also reviewed the document the salesperson sent you via text message. The structure clearly explains what each itemized item contains. I also used the 6.8% tax rate for ****************. Everything was fully disclosed properly as we do with every customer when it's requested. Dealer Handling is listed on the website that states dealer handling. The Exobundle was also fully disclosed to you in the structure as well. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20998966
  
  I am rejecting this response because:
  
  the image of the price breakdown is the only form I was shown with the prices.this was the first place that the accessories were even mentioned and they did not provide an itemized price list, just the subtotals as shown. It was not disclosed on the listing that the exopackage was additional and non negotiable. Tax is not the subject of this complaint. The sales rep was condescending and rude. The responding party is continuing this pattern. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2023

  This is the same disclosure we use with all customers out of state wanting an itemized breakdown of the numbers. I'm not sure what else you would've asked for. Everything is listed with numbers and language.

• Initial Complaint

  Date:11/24/2023

  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.

  November 3 2023. my husband and I went to RMAB to look at a **** ***** Tribute. ***** took us for a test drive, the first thing i noticed was a vibration as we are pulling out of the car lot at witch time he tells us that it needs breaks and a transmission mount,how ever it will be fixed, As well as a couple open recalls and to not use the ***** control as it sticks, but that we will have to take it to a ***** dealer to get that fixed. The car was advertised at *****, we payed 6,445,75 in cash no financing required. We then proceed to service to schedule the repairs. It is at this time we find that they had not done the initial mechanical intake inspection. We set up the appointment of November 10, 2023 to have the car serviced. one week from the perches of the car. When i get the car home on the 3rd i call the ***** Dealership to have the recalls taken care of, and find out that the recall is in fact the accelerator sticks at high rate of speed. I make the appointment for November 17, 2023. The Tribute sits in front of my house for a week not really safe to drive. We take it in on the 10th and they tells us it maybe a day or two to fix, we said ok. Later that day i receive a text telling me that the ***** would not be ready that day and that they had replaced two front tires, drive belt and tensioner, and an intake manifold gasket due to leaking. At this point I have a death in the Family and must travel out of town. I rented a car and call RMAB to see if they get the ***** to its appointment at the ***** dealer ship as i will be out of town and would be unable to get it there by 9 am. on Friday the 17th. ***** said no problem. Fast forward to the 17th and I received a call as 12;30 that my ***** missed its appointment and i was looking at two more weeks before they could get it back in. Now keep in mind i am traveling out of state and have to pull over to call RMAB to find out why my ***** was not delivered on time. 11/24/24 still no safe car.

  

  Business Response

  Date: 11/28/2023

  I'm speaking with ***************** regarding the issue with the repair. We are working with her to resolve the matter.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20912650
  
  I am rejecting this response because:
  They have said that they have put more money in repairs than they normally would,and I should be happy with that. ********* said it is a minor misunderstanding that they sold an unsafe vehicle to us. I refuse to take possession of the ***** tribute. We want our money back!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/30/2023

  ****************,

  With all do respect you were fully aware that the vehicle needed additional repairs. Which is why we had you sign the we-owe documentation. I also explained to you item by item what was repaired on your vehicle. We have done everything we promised you we would do.

   

• Initial Complaint

  Date:09/18/2023

  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.

  I've been asking the service department if my brake pads need to be changed for the last year to avoid damage to the rotors and they kept saying they were still good. They put a note on the account to check my brakes each time they changed my oil. I still usually remind them each time even though there's a note to remind them. This last time, I didn't see it noted on my invoice like usual, so one of the front desk workers graciously told me he'd take a look at them for me. He looked at them and said they were at about 5% of their lifetime and that the rotors were starting to get scratched. I asked him why no one told me when I had asked and he replied well if you have the money, we can get you scheduled. Prior to him checking and saying that, he explained that the cost to replace the pads would be around $200 and raise to about $400 if the rotors would need to be replaced. I had the money every other time I asked but this time I had to have a $430 repair and will not be able to fix it until another pay check or two now. The same front desk guy said they'd need to be replaced soon to avoid further damage. I'm seeking to have the repair done and any parts covered that need replacing as a result of the damage that could have been avoided.

  

  Business Response

  Date: 09/19/2023

  I have spoken to ******************** regarding the issue, and we have resolved the issue.

  Thanks!

  *********

  Customer Answer

  Date: 09/19/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising 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.

  Contacted Rocky Mountain Auto Brokers by phone about a used vehicle. After a number of back and forth on the phone I tried for nearly 24 hours to get the purchase numbers to get my financing they naturally tried selling a warranty. I declined and the finance guy, ******, got a bit arrogant. Then I saw the dealer fee, which was clear, also had a $999 security package the salesman, *******, had explained and I told him I didn't want it. This security package was to spray the inside with some disinfectant, the outside with wax and a few warranty items like rims. Then this fee became non-negotiable. They demanded I pay the sales tax even though I live out of state. I had given a $500 deposit, which they NEVER said was non-refundable, but at the end said non-refundable. If your deposit is non-refundable you must divulge that to the customer, and I don't care what they say, they did not tell me that. Go read reviews on Yelp and ********* I wish I had. I want my $500 deposit back.

  Customer Answer

  Date: 08/10/2023

  Everything done with this auto purchase was  by phone call, text or email. I had not visited the dealership yet as I was working on my own financing. The purchase order attached was so I had the cost figures for getting my financing. As you can see my $500 deposit on the vehicle is not included on the purchase order. We argued over the sales tax and told ******************************* I'd pay the sales tax when I registered the vehicle in NM, but he demanded I pay the sales tax. The security package for $999 where they spray some disinfectant inside the car, some wax on the exterior and some ***** warranty items like rims. When I talked To *************************, the sales associate, earlier I told him I did not want that, but he did not say that it was non-negotiable until I got the purchase order. The security package was in addition to a $899 dealer fee. ******************************* and ************************* were both on the phone on 4 August and ****** wanted me to add their warranty package, and when I said no he started talking down to me as though I was stupid. It was at this point I told them I was cancelling the purchase and told ******* that the deposit they charged to my ***** Fargo account was still pending, and that is when he told me (for the first time) the deposit was non-refundable. I told them 'I see, well thanks for s******* me out of $500' and hung up.

  On 9 August the owner, Rocky, called me and said he wasn't aware of what was going on and offered to work with me and still buy that car, or another car. He would not refund my deposit. I told him I wasn't interested in buying a car from him.

  I saw where the business has to have posted next to/near their entrance door that deposits on automobiles is non-refundable. From their website it does not appear that is the case. This idea of posting a sign at the front door may, or may not, be legally accurate.

  If for some reason my attachments don't come through let me know and I'll try again.

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

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

  

  Business Response

  Date: 08/15/2023

  ************* and I have spoken today regarding her issue. We resolved the issue and are refunding her deposit.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20426599
  
  I am rejecting this response because: Rocky Mountain Auto Brokers has not completed refunding my deposit yet. It seems they may have had some technical difficulties in processing the refund to my bank account. Whatever the reason the refund has not been completed as of today, 18 August 2023, this complaint should remain open until entirely resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/22/2023

  Customer has been completely satisfied and refunded.

  Customer Answer

  Date: 08/22/2023

   
  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.

  The business used the words 'completely satisfied', which I might argue is overstating the matter since there were a few issues other than the deposit. I am satisfied that they agreed the transaction on the deposit was not fully transparent, and in fact refunded the deposit.

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

• Initial Complaint

  Date:06/30/2023

  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 vehicle on 02 June 2023. Vehicle went into shop on 28 June 2023 for contractual maintenance on the vehicle. Less that 12 hours after picking up vehicle from the shop on 29 June 2023 is seems the transmission failed while driving. It is currently **** and I am waiting on a tow truck. I would appreciate being contacted by an owner at their earliest possible convenience. Thank you.

  

  Business Response

  Date: 06/30/2023

  I spoke with ******************** today the vehicle is in our service shop. He wanted me to note in my response that Rocky Mountain Auto Brokers were prompt in our response, and we are resolving the issue. The customer is satisfied with the process.

• Initial Complaint

  Date:04/25/2023

  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.

  Bought a car in February. Was told the car had a rough idle and that the part was already on order to be replaced. I went to test drive the vehicle and ended up purchasing it that same day. Was told half way through the paper work that I couldnt take it home today. About a week later the car was delivered to me and within an hour the check engine light was back on. Drove an hour back to the dealership to have the run a diagnostic (took 3 hours and no one approached me I had to ask after the 3 hour wait). They told me the turbo needed to be replace and that they were ordering it and the car was safe to drive in the meantime. The next day the cars low oil light comes on and it will no longer drive. Havent had more than a waiting for parts update since then. Its almost May now. Worst experience of my whole life. Truly. Avoid this place if you can.

  

  Business Response

  Date: 04/25/2023

  The issue the customer is having with his vehicle is being resolved. We are waiting for ****** to release the parts. Once the parts are released the customers vehicle will be repaired. The service manager has stayed in constant communication with the customer.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19975397
  
  I am rejecting this response because:

  Rocky Mountain Auto displays a pattern of poor customer service, communication, and timely repairs. This is clearly not an isolated incident. in line with other complaints the communication between myself and RMA has been scarce at best. I have no idea what parts have been tested or replaced.

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

• Initial Complaint

  Date:01/04/2023

  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.

  Two weeks after purchasing a certified pre-owned vehicle from Rocky Mountain Auto Brokers at the beginning of December, the middle of winter in ********, I turned on the air conditioning to find out it did not work. I contacted the company I purchased the car from and they are trying to charge me to fix something that they guaranteed was in good working order just two weeks prior.

  

  Business Response

  Date: 01/07/2023

  We are working to resolve the issue. Customer agreed to remove the complaint.

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

  General Sales Manager

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