Complaints

This profile includes complaints for Rocky Mountain Eurosport's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocky Mountain Eurosport

  885 S Oneida St Denver, CO 80224-1705

  
• 

  Rocky Mountain Eurosport

  19201 E. Lincoln Ave Parker, CO 80138-8806

  

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:04/24/2025

  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.

  -Purchase date: 3/22/25 -Purchase price: $45,155 -I purchased a used 2022 vehicle from Rocky Mountain Eurosport. My experience included several issues related to warranty coverage, vehicle history disclosure, and post-sale vehicle condition.-I was told at the time of sale that the vehicle would come with a transferable manufacturers warranty. After purchase, I learned from the manufacturer that the warranty was not valid in the **** because the vehicle was originally from ******. I was also informed that safety recalls and repairs would require taking the vehicle to ******, and that remote software updates and recall notifications were not available for this vehicle in the ****-The vehicle had a check engine light (CEL) illuminated during the test drive. I was assured this would be fixed before delivery. After purchase, the same and additional check engine lights appeared.-Only one key was provided at delivery, which was held together with tape and told I'd be reinmbursed for the cost of repair. Dealer did not respond when I requested reimbursement.-After taking the vehicle home, I discovered signs of prior body work that were not disclosed by the dealership or identified during their inspection.Desired Outcome:-Clear disclosure of vehicle history, including prior country of registration and any impact on warranty coverage, at the time of sale.-Accurate representation of warranty status and manufacturer support for imported vehicles.-Full disclosure of known vehicle condition issues, including prior repairs or body work.Resolution of outstanding mechanical issues, including check engine lights, in a timely and effective manner.

  

  Business Response

  Date: 04/25/2025

  Dear Better Business Bureau and Mr. ******************* you for the opportunity to respond to the concerns raised regarding the recent vehicle purchase from Rocky Mountain Eurosport. We take customer feedback seriously and strive to maintain transparency and fairness throughout our sales process. That said, we also believe it is important to address this situation with accurate context and supporting documentation.
  At the time of sale, Mr. ****** was presented with and signed the Carfax vehicle history report, which clearly disclosed that the vehicle was originally registered in ******. The potential implications of Canadian originincluding the lack of a valid manufacturer warranty in the **** and limited recall servicingwere neither hidden nor misrepresented. Additionally, we offered Mr. ****** the option to purchase a third-party service contract that would have provided warranty coverage applicable in the ****, but he declined that coverage. He also signed an As-Is Buyers Guide acknowledging that the vehicle was being sold without any dealer warranty. Copies of all signed documentation are attached to this response to confirm our transparency throughout the transaction.

  Regarding the mechanical condition of the vehicle, the check engine light that appeared during the test drive was addressed before delivery, as promised. When Mr. ****** later reported additional warning lights, our staffspecifically Maxactively engaged with him to try and resolve the matter. We made a good-faith effort to support him post-sale despite the vehicle being purchased without a warranty.

  As for the concerns about undisclosed body work, the vehicle underwent a standard inspection prior to sale, and no structural or major cosmetic damage was revealed. The Carfax history showed no record of accidents or damage that would have triggered disclosure under applicable guidelines.

  Unfortunately, despite our efforts to assist and communicate with Mr. ****** after the sale, he has since chosen to publish multiple negative reviews online, mischaracterizing his experience and the nature of the transaction. Given the circumstancesincluding the signed acknowledgments and refusal of warranty coveragewe are confident that we fulfilled our obligations in full. At this point, we have no further interest in engaging with Mr. ****** or offering any additional assistance regarding the vehicle.

  We hope this clears up any misunderstandings and affirms that Rocky Mountain Eurosport acted with full transparency and in accordance with all dealership policies and state regulations.

• Initial Complaint

  Date:03/31/2025

  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.

  Subject: Fraudulent Vehicle Sales at Rocky Mountain Euro Sport Dear BBB,I am filing a formal complaint against Rocky Mountain Euro Sport for deceptive business practices, specifically selling vehicles with undisclosed mechanical defects.On May 7, 2024, I purchased a 2016 **** SQ5 from Rocky Mountain Euro Sport under the assurance that it was in good condition with no major issues. However, shortly after driving off the lot, multiple diagnostic codes appeared, including an Engine Overheat warning. The engine began to jolt forward while idling in traffic, and I later discovered faulty oil pumps. The service receipt indicates that they only tried to repair my concerns rather than conducting a thorough diagnostic assessment, stating, Customer stated intake valve runner controls. advise.I returned the vehicle to their service department at least five times, providing multiple opportunities to address the defects that where currently putting my car in the workshop for multiple weeks out of the time with no other transportation. However, the service tech adviser, ***, either applied temporary fixes or dismissed the issues entirely, advising me to just keep driving the car. Additionally, their claim of employing factory-trained technicians, as advertised on ******, appears misleading.I am submitting this complaint to inform the BBB of Rocky Mountain *********** ongoing deceptive practices. They have not only failed to resolve these defects but have also accused me of spreading false information. My statements are based on documented service records and firsthand interactions. Instead of addressing concerns transparently, they have attempted to discredit me, further raising concerns about their business ethics.Sincerely,******* T

  

  Business Response

  Date: 04/01/2025

  April 19, 2024, an inspection was completed on 2016 **** Sq5. A ******* separator code was found and diagnosed by RME technician. The code resulted in a replacement of the ******* Separator component along with a water pump, suspension , and gasket repairs to the engine. The repair order was not completed until mid-May when a buyer was found for the car. All repairs went as expected and car was delivered to customer in mid-May. 
  
  
  In July , the new owner reached out to me after roughly 2000 miles had elapsed and complained of a check engine light on the dash board. I set the appointment and dispatched our technician for repairs on July 22, 2024. The diagnosis resulted in finding an emission component (secondary air injection valves) stuck and not actuating during the first 30 seconds of a cold start. This is a normal repair at 100k miles and a warranty claim was filed with customers extended warranty. That claim was approved for $3,565.26 in repairs. Additionally, it was discovered that the brakes rear brakes were now measuring under 4 mm. The customer elected to purchase brakes. All repairs were completed and the car was delivered. 
  
  
  I did not hear from the customer again for roughly 45 days. Around Sept 1, 2024, the customer called me and mentioned that he had generated an additional check engine light and brought the car to ****. He mentioned that his warranty was helping him get the car fixed but he was told he needed to pay thousands in addition to the warranty companies claim payment. He asked me to check into it, so I did. At times, i see other facilities doing things with a car that customers do not understand, when possible i advise those customers through the process. I called extended warranty and asked why they were not covering more of the repairs. They specifically referenced these notes from **** ******. 
  
  
  Job added by Konnor ******* on Fri Aug 30, 2024 | 1:06 PM 1.ENGINE LIGHT ON Engine Concern -Engine Noise or Performance $179.95 1. CHECKED VEHICLE FOR WARNING ON DRIVER INFORMATION DISPLAY. NO WARNING IS DISPLAYED AT COLD START UP. CHECKED VEHICLE ***** MEMORY. FOUND SEVERAL *****S TO BE STORED. P013300 O2 SENSOR CIRCUIT BANK 1 SENSOR 1 SLOW RESPONSE. P015300 O2 SENSOR CIRCUIT BANK 2 SENSOR 1 SLOW RESPONSE. P112700 BANK 1 MIXTURE ADAPTATION (MULT) SYSTEM TOO RICH. P050700 IDLE CONTROL SYSTEM RPM HIGHER THAN EXPECTED. P164B00 OIL PRESSURE SWITCH MALFUNCTION. P223700 O2 SENSOR POSITIVE CURRENT CONTROL CIRCUIT BANK 1 SENSOR 1 OPEN. P042000 CATALYST SYSTEM BANK 1 EFFICIENCY BELOW THRESHOLD. ALL *****S ARE INTERMITTENT. THE LAST *****, P052E00 *** REGULATOR ***** PERFORMANCE IS AN ACTIVE/STATIC *****. CHECKED SYSTEM AND FOUND THAT THE ***** IS STUCK OPEN FOR THE **** SUSPECT THAT THE OIL BREATHER/SEPARATOR IS FAILING INTERNALLY, CAUSING THE *** THE STICK OPEN AND SETTING THE FUEL MIXTURE *****S. ALSO, FOUND OIL TO BE MIXING WITH THE ENGINE COOLANT. THIS MAY BE LEADING TO THE OIL PRESSURE SWITCH HAVING THE INCORRECT OIL PRESSURE AND SETTING THE ***** LISTED ABOVE. RECOMMEND TO REPLACE THE OIL BREATHER/SEPARATOR AND THE ENGINE OIL COOLER THEN REEVALUATE THE WARING LIGHTS.
  
  
  By itself, the oil cooler failure is no surprise. At 100k, this is a common repair. Extended warranty stated they had no issue repairing this component. I asked what was not covered by the contract with extended warranty. The referenced these notes on same **************************************** PRESSURE. SLUDGE IN OIL PAN AND PICK UP TUBE Drivetrain Concern -Drivetrain Concern $1,084.79 1. RAISED VEHICLE ON HOIST. REMOVED UNDER SHIELD, LOOSENED FRONT SWAY BAR AND DRAINED ENGINE OIL. REMOVED LOWER ENGINE OIL PAN, ALSO LOOSENED THE ENGINE OIL COOLER AND MOVED IT TO THE SIDE. FOUND THE ENGINE OIL PUMP PICK UP TUBE TO BE MOSTLY BLOCKED WITH ENGINE SLUDGE. REMOVED THE PICK UP TUBE AND CLEANED THE SLUDGE AS BEST POSSIBLE. REINSTALLED ALL PREVIOUSLY REMOVED, REPLACING SEALS, GASKETS AND HARDWARE AS REQUIRED. ALSO REPLACED THE LOWER OIL PAN DUE TO IT BEING DAMAGED DURING REMOVAL. REFILLED WITH NEW ENGINE OIL. ROAD TESTED VEHICLE
  
  
  The warranty claims administrator expressed that no contract will cover sludge related failures. I surmised that with 100k miles and a failed oil cooler causing coolant mixing with oil, the customer had comprised the integrity of the oil pump and that sludge was evident throughout the rotating assembly an also would clearly be in view of the extended warranty inspector that surely would be dispatched given the claim cost. He mentioned that **** was trying to sell him an oil pump along with a new lower oil pan as they had damaged it. He expressed that he was not happy withe them not covering the oil pump. I advised him that sludge is indeed excluded from coverage and oil mixing with coolant will sludge even the best maintained engine. I suggested that it was essential to replace the oil pump regardless of the additional cost as a failing oil pump will destroy an engine in short order. I asked him to call me after the repairs and some time and miles had elapsed. I did not hear from the customer until after Nov, 12, 2024. 
  
  
  After Nov 12th, customer called me to express that he had a shutdown event on the freeway and the car was now being towed to us. I asked him to be patient and i would let him know when diagnosis was complete. He did. I called back to inform him that a piston rod and many other components had exited the lower end of the engine creating a 4 inch round hole through the bottom of the engine. He stated that he was just cruising along and this catastrophic engine failure happened without warning. in Diagnostic review, the data our technology could display was only that there was a low oil pressure code active. 
  
  
  I filed a claim. 
  I was denied immediately. 
  
  
  Between Nov 5tht and 11th, extended warranty called and recited the notes from previous **** ****** invoice. Because the sludge after oil cooler failure was noted with extended warranty, this engine is essentially uncovered if a rotating assembly failure should result.
  
  
  I called customer, he was angry. I mentioned that **** ****** should have seen the car first as there had just replaced components at oil pan. He said he would tow the car to them and seek help. 
  
  
  car was towed. 
  
  
  I did not see the customer again. 
  
  
  After November 12th, my store manager approached me about this customer and mentioned a bad review through ******. I felt I had done my job and offered to call **** to find out what was going on with the car. **** sent me their technical data and mentioned that this customer was not accepting his responsibility for blowing up his engine.
  
  
  Here is what they sent. 
  
  
  Job added by ******** ******** on Tue Nov 12, 2024 | 7:12 AM 1.engine failure. Engine Concern -Engine Noise or Performance 1. confirmed piston rod punctured oil pan. Looks like cyl 4 piston rod. Removed oil pan and found many pieces on internal engine components. Scanned vehicle and found several misfire codes, cyl 4 active misfire code stored at ****** km or ********* miles, while engine turning at 2249RPM, and vehicle traveling at ***** mph. Another code for oil pressure switch malfunction stored at *******km or ********* miles. engine speed was 4423 RPM, engine load was 84.3%, and vehicle was travelling at a speed of 186 km/h or ****** MPH. vehicle will need replacement engine. Quote attached for replacement
  
  
  They also told me that he declined the oil pump replacement and elected only to do an oil treatment to the engine to remedy sludge before the engine failed. Note the above, the car had 4 misfires stored at 88mph at ****** miles. Exactly 1000 miles later , the engine destroyed itself at ******miles at a speed of 115 mph with an oil pressure fault, the same fault that a failed oil pump was recommended for. Picture this, a message is on your dash for 1000 miles and a check engine light is blinking. You not only continue for 1000 miles, but you then request nearly max effort at *****% engine load at a rate of 115 mph knowing that you have a major ongoing engine issue and have recently declined an oil pump against the advise of the manufacturer and the selling dealer. Essentially, the engine exploded while climbing a mountain and the pedal to the floor until 115mph. 
  
  
  I agreed with **** and their data was better than what I had provided to extended warranty. 
  
  
  With high speed, load, and a lack of maintenance from a customer, no car is safe from an engine failure. Our job is to advise, the customer ultimately is in control. I wish this customer would have replaced the oil pump when it was condemned by professionals at *****************.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23138356
  
  I am rejecting this response because:
  I am rejecting your response due to multiple unresolved issues. Rocky Mountain ********** has failed to acknowledge that I brought the vehicle to your service department on the day of purchase. Your records indicate that the ******* separator code was identified on April 19, 2024. If that is correct, then the dealership knowingly withheld this information when selling me the vehicle on May 10, 2024, as shown in the attached Customer Copy.
  
  
  Shortly after leaving the dealership, I had to return the vehicle due to an engine overheating warning. The service advisor confirmed the issue was related to the ******* separator, and *****, the salesman who sold me the vehicle, submitted a service request on my behalf. Additionally, your response does not address my second visit on May 23, 2024, nor have I received a clear explanation for the $500 charge associated with it.
  
  
  I have personally spent $4,000 on maintenance, in addition to at least $12,000 utilized from my warranty. Despite claims of a strong relationship with the warranty company, your team appears unaware of what is covered. Your assertion that I have neglected maintenance is false, as I have serviced the vehicle whenever a check engine light appeared.
  
  
  Rocky Mountain ********** has failed to take responsibility for withholding critical information and selling vehicles under misleading circumstances. Given these issues, I am requesting a full refund for the service visits in question. I expect a detailed response addressing these concerns or an immediate resolution.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/03/2025

  We have gone through this multiple times with Mr. ***** he has been asked to no longer contact our dealership as he was sending disturbing messages to teammates that didn't even know who he was. We are not going to do anything further on his vehicle, he intentionally blew the motor driving 100+ mph after he was told it had a bad oil pump, as notated by **** of ******. We have no interest in further communication or business with Mr. **** and wish him well in the future.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23138356

  I am rejecting your latest response, specifically the claim that we have been through this multiple times with the customer. That statement is both inaccurate and dismissive. At no point have I received a full or transparent explanation addressing the core issues Ive raisednamely, the lack of disclosure regarding the ******* separator code found prior to purchase, the immediate issues with the vehicle upon leaving the lot, the unexplained $500 charge from the May 23, 2024, service visit, and your continued refusal to acknowledge these documented events.
  
  
  As you can see on the two receipts dated May 10th, 2024, and May 23rd, 2024, there are no technician notes included. This lack of documentation further supports my request for full transparency on both situations. I am entitled to a clear and honest explanation of the work done, what was diagnosed, and why I was charged.
  
  
  Stating that the matter has already been addressed does not excuse the ongoing lack of accountability. I am once again requesting a point-by-point response that directly answers each of my concerns, with supporting documentation. Anything less continues to reflect a refusal to take responsibility for the dealerships actions.
  
  
  I expect a professional and thorough resolutionnot further deflection.
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/08/2025

  Type:Product 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.

  After financing a vehicle from Rocky Mountain Eurosport I decided to cancel my VSC (extended warranty). Once the cancellation was finalized the refund amount was sent back to the dealership to be processed back to me. Despite the dealership confirming they received the refund it has been weeks without them successfully processing it. Any attempt to contact them and find a resolution has resulted in significant hostility from their sales team, inconsistent excuses from their finance department and absolutely no solutions. They advise it can take up to 10 weeks for the refund to be processed but I am now going onto five months without seeing any results. I have been talked down to, insulted, and belittled for making any effort to obtain my money from them. Extremely poor customer service and a very disappointing experience.I did contact the dealership and let them know my dissatisfaction, advising I will very likely be filing a complaint with the BBB if we cannot find a resolution. The moment BBB was mentioned they became extremely aggravated saying they were willing to help me up until the point I made threats. After trying to deescalate the situation and reiterating I am out of further options to find a solution the sales *** started to scold me stating clearly no one taught you how to talk to others. Despite my calm demeanor in every interaction Ive had with them they remain extremely defensive. They originally claimed the refund was correctly processed a couple of time but later adjusted their claims to state a minor mistake was made in how the refund was processed but they supposedly corrected it. The final straw has been me making several attempts to contact them further and immediately having the phone calls sent to a voicemail inbox.While I know BBB cannot directly process the refund on anyones behalf, nor collect any funds, I am hoping a complaint will encourage the business to take appropriate action to ensure the refund is properly processed.

  Customer Answer

  Date: 02/14/2025

  Hello,  
  
  This email is to advise that the complaint submitted (complaint ID ********* has been resolved between the business and myself.
  
  All work done by your team is greatly appreciated and I thank you for your time but I do not require further assistance at this time.

• Initial Complaint

  Date:12/13/2024

  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 purchased a vehicle from them changed my mind on gap insurance after being told it was being take care of turns out 4 months nothing was done, after reaching out multiple times nothing was done the car was also sold with ******* after being told vehicle was serviced. so I left them negative feed back only after 4 months .After I did that they decided to get everyone at the dealership who I had never spoken to or even know went on to my business with and leave negative which is illegal and wrong. if I don't get desired outcome I will file a complaint with Denver District Attorneys office Auto industry Division BBB and ************************* ********************************* and the *************************.

  

  Business Response

  Date: 12/14/2024

  We have been trying to get ahold of ***** *********** for days regarding his GAP refund. He was texting a dead number for weeks leading up to his GAP cancellation request, and weve tried explaining that to him and getting in touch with him. His GAP has been cancelled and check mailed to his lender. At this time, Rocky Mountain Eurosport has no further wish in dealing with *****. We have screen shots of him asking our sales guide, Did your sales guide find **** **** yet? Additionally, his original email lead came in under, ******************* Beyond disgusting and unprofessional, several of my female associates found his behavior to be repulsive. His interactions with our sales guide and his treatment of him, we will never do business with ***** *********** again. As for how a business owner behaves while engaging in other business, these messages were shared with teammates when they happened, and as a business owner, his conduct reflects his business and can ultimately lead to negative publicity. How my team and decides to reflect that information is their choices and in no way represents our business.

  Customer Answer

  Date: 01/06/2025

  The issue has been resolved. I spoke with a colleague last week and believed the matter was concluded. 
  
  Thank you for your assistance.
  
  ***** ***********.

• Initial Complaint

  Date:07/18/2024

  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 had bought a truck in Sept of 2023 and in the first week of bringing this truck home it had a big oil leak I took it in and brought it home and in 2 days I have another oil leak so at the end of September I had taken it again for a bad oil leak they kept the the truck at there shop and the truck is still there today and now it July 15 of 2024 and after the worrenty inspectors checked it they said it needs a new moter I called the dealership to complain about it and they won't let me talk to any manager just the car salesman that sold me the truck I asked him if he would help and he won't give me a honest answer on if they are going to repair it or not every time I try to call and get a manager it goes straight to the salesman Noone will help me

  

  Business Response

  Date: 07/27/2024

  On August 3, 2023, **************** purchased a truck with ******* miles on the odometer. Before the sale through the used car department, the truck underwent $7,312.92 in repairs, as documented in repair order *****. During the sales process, an agreement was made to address a leaking sunroof, which was noted in a "we owe" document and kept on file. The sunroof repairs were completed, along with several other standard pre-sale repairs typical for used diesel trucks. 
  
  Upon purchasing the truck, *********************** opted for a third-party **************** contract. During the used car inspection, a leak was discovered at the driver side turbo, identified as a failure in the driver side turbo feed line, which was repaired before the truck was delivered to ****************.
  
  Fifty-six days later, on September 29, 2023, **************** returned to the dealership regarding an oil leak that appeared after delivery. The technician inspected the driver side turbo feed line and found no issues. Instead, the leak was traced to the passenger side turbo area, leading to the diagnosis of a failed turbo oil return line seal. A claim was submitted for this failure but was denied since the extended service contract does not cover hardware and seals at the turbocharger. 
  
  In a gesture of goodwill, the service department completed an additional $1,185.52 in repairs to the right-side turbo return line at no cost to ****************, as reflected in repair order *****. A few weeks later, on October 12, 2023, **************** returned to ***, stating that his low oil light and check engine light had illuminated on the dashboard, raising concerns about these issues being related to previous repairs. He mentioned that he had another diesel truck and planned to spend the winter traveling. The service department informed him that they had no available openings soon and he indicated he would return in April, intending to leave the truck until then. The truck remained on the lot until April.
  
  In April 2024, **************** called to inform us of his return to ******** and expressed a desire to start repairs. During our first conversation with him, he provided a history of the truck and indicated he wanted to proceed with repairs to get the truck back on the road. We dispatched a technician to jumpstart the truck and diagnose the oil leak. Upon inspection, the technician discovered that the check engine light indicated a misfire. No leaks were found from either the driver or passenger side turbo, but a significant leak was detected between the engine and transmission. The technician recommended removing the cab, engine, and transmission to pinpoint the source of the new leak but noted that our shop lacked the necessary hoist to perform this service.
  
  We then informed **************** that our facility could not diagnose the leak and suggested he consider taking the truck to a different service center. He agreed and did not have a preferred shop. After contacting local shops, we found that *************** could handle the truck and was familiar with diesel engines, but they would not have availability until June. To assist ****************, RME arranged for the vehicle to be towed to *************** as a goodwill gesture. 
  
  We provided *************** with the extended service agreement details for any potential claim filing if a covered failure was found. A few days later, *************** reported that the misfire was due to low compression in a cylinder, indicating that the engine required replacement. They also noted that the leak was likely from a failed rear main crankshaft seal between the engine and transmission, and they had filed a claim with the extended service department, with a third-party inspector set to evaluate the truck.
  
  Shortly after, **************** contacted us inquiring whether RME would cover the cost of an engine replacement. We discussed the situation with him, clarifying that no claim could be approved or denied until the specific failed component was identified. We informed him that his contract required his approval for the necessary labor to determine the cause of the low compression. We explained that the failure of the engine was unpredictable and that RME would not cover the engine replacement; however, he was encouraged to pursue coverage through the extended service contract and approve the teardown to assess if the failure was related to a covered component.
  
  In the first week of July, we spoke with ***************, who mentioned that **************** had not approved any teardown to proceed with his engine claim. During that conversation, they indicated that **************** was considering selling the truck to avoid a lengthy motor replacement and the associated claim process. In the same week, **************** reached out to inquire about his truck's value if he were to consign it to RME with a failed engine. We connected him with a sales representative who had assisted him during the purchase for further discussion regarding this arrangement. 
  
  To summarize, **************** has a pending claim with his extended service contract provider that remains unresolved. The truck was driven approximately ***** miles after purchase over a span of approximately 70 days. No low compression issues were evident during the used car reconditioning or on follow-up visits after the repair of the passenger side turbo seal. Furthermore, no check engine lights were active at that time. Catastrophic engine failure can occur at any point in a vehicle's lifespan, and there is no method to predict the timing of such failures. **************** closed his repair order with *************** on July 12, 2024, and to my knowledge, he has not reached out to RME since the first week of July. The truck he purchased was as-is, and we have encouraged him to proceed with filing his claim, but we will not be paying for a motor for him.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21985700
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************;     1 THERES NO WAY I could have driven this truck a thousand miles it never left the city of ******. I only got to drive the truck for the two weeks that I had it.  I had nothing but problems with the truck and when the mechanic at Right Auto across the street from euro sports told me that the truck barely has more than 300 miles on it since I had bought it, the mechanic called me and asked me if I was going to pay the service bill, so I did. I didn't know otherwise. I thought I was paying just for the service that they had done that's why I paid him ($685.00). As far as rejecting any work to be done he told me that the service writers had refused to pay for it. I tried to call euro sports to speak to a manager and the operator would only connect me to the salesman that sold me the truck. I couldn't talk to anyone else, and he said, "you bought it, you own it"! There's no way they could sell a truck that fails in the first 2 weeks of owning it. I asked him why they couldn't just buy it back or give me my deposit back and stop the payments from going forward. He said no they can't do that.

  This is not fair to anyone that buys a car or truck from anyone!

• Initial Complaint

  Date:12/31/2023

  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 bought a 2015 *** 228i from Rocky Mountain Eurosports on December 19, 2023, and encountered two issues:Issue 1: I was incorrectly informed by the finance manager, *******, that the S.W.A.T **** Security tracking and glass coverage add-ons were mandatory, as they were already installed. This contradicted prior discussions with ***********, *****. ******* insisted they were required, for the sake of his personal financial gain via commission. I signed the contract under the impression these add-ons were compulsory. Later, learning they were optional, I sought a refund for the tracking add-on, given the misinformation that I bought them based off.Issue 2: Before buying, I had the car inspected, revealing error codes in the transfer case. ***** promised a pre-delivery inspection would address this. Post-purchase, the car began shifting into neutral unexpectedly. The service department scheduled me in for an expedited inspection they, later confirmed the transfer case module needed replacement, which they agreed to do at no cost to me. The contract which states this is attached. This was concerning since I specifically asked about the transfer case before the purchase. Nonetheless, if the dealership hold their end of the deal an complete the free repair I will be satisfied.On December 28, I spent five hours at the dealership attempting to resolve these issues. Manager ****** dismissed my concerns and said that he trusts that ******* didn't miss-inform me. After contacting the Independent Dealership Association to learn about what my options are, an inspection was triggered at the dealership. Subsequent discussions with higher-level manager ***************** were unproductive as he refused to answer whether my car will still be repaired free of charge as he asked me to leave the dealership. He implied a resolution could have been reached had I not involved the Association - bear in mind I tried to do before with ******, but he was unhelpful, leaving my issues unresolved.

  

  Business Response

  Date: 01/05/2024

  ***** came in and we were willing and wanting to help him through the issue.  He however chose to threaten us with lawyers and seek legal action.  So as we are advised to do, we told him that this was no longer something that could he handled at the dealership level.  He didn't like that response and came back the next day to talk to me.  

  He claims that we gave him some paper promising to complete the work on his car for him, but if you review it they are notes from our service department, and its signed by the customer not by us.  Nowhere in the document that he provided does it say that we are promising to do anything.  The customer bought and AS-IS vehicle and declined additional coverage.  The customer has gone online and left bad reviews along with contacting various other local resources.  We planned on fixing the vehicle for the customer until he went down the legal road, and threatened our business.  

  Nothing is owed to the customer in the contract and no promises exist outside of that contract.  The dealership does not have any responsibility to the buyer, we were willing to do something for the customer as goodwill until he chose to threaten us.  

   

   

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21077277
  
  Thank you for your prompt reply.
  
  Prior to escalating my concerns to the dealer board (a course of action the dealership characterizes as threatening with lawyers and seeking legal action), I had already invested significant time and effort in resolving the matter directly with the dealership. This included a five-hour visit on December 28th (the audio of most interactions on this day are recorded and available for reference) and sending courteous emails to various management staff, including the owner Jacob Mazin (not sure if he received the emails since I never received a response from him), requesting a satisfactory resolution. Regrettably, these efforts were met with silence and disbelief rendering my time at the dealership unproductive and compelling me to approach the dealer board. The dealerships claims of them willing and wanting to help [me]through the issue are incorrect.
  
  It is important to note that I possess voice recordings of several interactions with the dealership's staff. These may range from:
  1- The moment I was pressured by ******* in his office into purchasing 'mandatory' add-ons for the sake of his personal financial gains directly via commissions.
  2- *****'s assurances regarding checking the transfer case prior to the purchase.
  3- ******* hysterical laugh and denies to even look into my claims.
  4- ***'s comparison of my complaints to the dealer board with calling the health inspector on a restaurant.
  5-Finally to ***, a manager in the service department, agreeing to undertake the repair at no cost to me. Subsequent to my formal complaint to the dealer board, the dealership opted to discontinue the repair process; as they clarified in their response.
  
  Attached to this response is a repair quote from an alternative local repair facility. I emailed a copy of just one of my recordings to the dealership staff that I referenced in this response, I am not attaching them to this response as I do not want to publicly release them for the sake of the employees at the dealerships privacy. However, further disbeliefs in my claims will force me to upload them.
  
  Going back to the transfer case, ***** *********** assured me multiple times that the errors from the transfer case are permanent codes, and nothing to worry aboutbefore the purchase of the vehicle. Two witnesses were present, and both already agreed on confirming what they heard in the case that it is  necessary to do so. The purchase of the car was only made under the assumption that what ***** told me was correct. This was a false claim by *****, he never requested that the service department check the transfer case, he acted based on his own knowledge with only his personal gain in mind commission from selling a vehicle and he did not take my concerns about the transfer case seriously. Had he been honest and truthfully checked what the codes I showed him meant instead of pretending to know that they are harmless, the vehicle would not have been purchased. Now that ***** has been proven incorrect,and my car does not hold up to the confirmation ***** made about the transfer case being functional; I expect the car to be repaired free of charge, like *** agreed (recordings of *** stating this are available) before I complained to the ************* I should clarify that I did not demand the inclusion of this on the We Owe contract, since at the time of signing the transfer case should have already been checked according to *********** ***********************. In other words, all contracts were signed under the assumption that the transfer case has already been tested.
  
  Additionally,I would like a copy of the Tracking add on contract. At the time of purchase, I was told that no tracking-add-on contract exists, I was not given a contract nor did I sign one with information about the tracking service. The tracking add-on along with its price was referenced in two other paper work that I did sign,but I was told that the add on does not have its own contract; if this is not the case please privately provide me a copy of this contract. According to **** Security customer representative *******, the tracking device was installed in my car on November 1, 2023. I was told at the time that the device was installed for me which is why the add on is mandatory. Did the dealership fortune tell that I will purchase the vehicle almost 2 months before I visited the dealership? Is this another one of Demitris false claims?
  
  Finally,I would like to inquire about the in-house Limited Powertrain Warranty provided along with the car. This was a major selling point that was heavily advertised by the staff at the dealership. Pictures of the car with the warranty stickered on to it are available. The warranty is mentioned in the Vehicle Disclosure and Liability Released form; however the Buyer Guide clearly states that the dealership doesnt provide any limited warranty with the vehicle. Is this yet another misrepresentation of what comes with the car? Why is the dealership advertising a complementary limited warranty but not selecting any options on the standardized paperwork?
  
  The as-is sale does not void the dealership from their responsibility to represent the motor vehicle honestly. Fraud or misrepresentation in a motor vehicle/powersports vehicle sale is punishable under ******** Law (this is a direct quote from the Disclosures Required paperwork that was initialized by me and Demitri).
  
  I strongly encourage Rocky Mountain Eurosport to consider my following proposal:
  
  Firstly,I request a refund for the tracking add-on, which was sold to me under misleading circumstances by *******. This add-on was presented as mandatory,which I later understood was primarily for his personal gain via commission.Secondly, I seek either the completion of the necessary repairs to my vehicle as initially agreed by *** (recordings of *** agreeing to take on the repair will sent to BBB if my request is denied), or a pre-compensation of $1,719, as per the attached quote, enabling me to undertake these repairs at an alternate and reputable repair facility.
  Lastly,regarding the physical key that was ordered for my vehicle's VIN this key was necessary due to the car coming with only a remote transmitter and a blank physical key. I insist on its immediate release to me, as it grants access to my vehicle. Holding back this key, especially in conjunction with the mandated and dealership provided 24/7 tracking add-on, raises serious safety/theft concerns which I am sure the dealership would prefer to avoid.
  
  
  ************

  Customer Answer

  Date: 01/09/2024

  My last name is in the from.

  

  Business Response

  Date: 01/10/2024

  Attached are the documents needed. We owe this customer nothing, he has been asked by the owner to stop coming by the store. They continue to harass our team via emails, phone calls and complaints. We will not be doing anything for them moving forward

• Initial Complaint

  Date:11/27/2023

  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.

  We bought a car in June of this year, 2023 The dealer did not provide voucher to get an omissions done nor did they have an emissions done on the car so we paid out-of-pocket and it failed the missions testing. We contacted the dealer the dealer had us bring it in and realized that they did not give us a voucher which we have video proof of, and they tried to slide a voucher in to the car when we came to look at it it was unsigned, they agreed that they needed to have the car fixed. However, they have had the car since mid September and still do not have the car fixed. We have contacted them to try to see if theres any way for them just to buy the car back and get us out of the agreement since the car has not been fixed to the point to which they said no they do not legally have to do that, and they will not do that All agreeing to us fixing it but at this point we are 2 1/2 months into them, having possession of the vehicle and its still not being fixed when I questioned how that unlawfully acceptable, or even as a business, how you would find that OK he told me I am being facetious, fix it yourself When I told him know that it was their responsibility to fix it he told me that if I couldnt fix it myself dont tell them how soon to have it fixed I told them maybe we needed to reach out and find out legally if this is acceptable, and he told me he would no longer communicate with me and told my son they would no longer work on the car as well to hire a lawyer

  

  Business Response

  Date: 12/08/2023

  We have been working diligently to get this issue resolved and has been at a third party shop that specializes in tunes and returning vehicles to standard from a tune.  When the customer purchased he knew that the vehicle was heavily modified.  When it did not pass emissions we took the vehicle and have spared no expense to get it to pass.  We are currently working with the emissions center to get all the things completed that are needed.  They even require certain stickers and paperwork for the changes, the stickers were mailed standard mail and those were necessary to pass a visual inspection.  

  This taking so long is obviously not in our best interest, however, we are at the mercy of third party vendors to complete the process.  We have been told by the shop working on it, that we are very close to completion.  I told the customer that once I had it passed then I would reach back out.  Our responsibility is to make the vehicle pass emissions and that is exactly what we are going to do.  

  This complaint is also filed as ***************************** but it is completed by his mother.  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20923965
  
  I am rejecting this response because:
  Their idea timely response is not acceptable, and this complaint was filled out by my mother and I.  My mother got involved because Ive been walked all over to this point.  
  You all knew for months I was leaving for the marine's and now Ive been without a car over 2.5 months with no offer other than to fix it, every single phone call always ends in the same way, were working on it and it will only be a few more days this is just poor business practice.  Now I leave in a day and will be gone for 13 weeks, with no resolve still. *** asked even just this week to reverse the loan.  To be told no.  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  At this point we explained that the issues are out of out control and we are at the mercy of the repair facility and CO emissions law.  We are working on this every single day, the facts of this situation don't depend on the clients feelings.  Just because they are frustrated doesn't make the issue go away or get automatically fixed.  

  I have explained to the buyer that if the situation is so easy to fix and should be done faster, then they are free to explore those options on their own and we can stop work and stop spending money.  Either they understand that the issue is difficult to diagnose and fix, or they can not accept that and find their own solution.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20923965
  
  I am rejecting this response because:
  Plain and simple the business failed to give a voucher and there is proof of this.  They ARE doing the right thing fixing it . However, Ive yet to find anyone who agree 3 months is an acceptable time frame to fix a vehicle they sold that will not pass emissions. Every single time a phone call is made, and exchanged with the company. Its constantly itll just be a couple more days at this point my son is now in the Marines and gone for three months with no contact and no way to rectify the situation. The business knew this well ahead of time, and we literally had to go get power of attorneys to fight simple stupid things like this, instead of the company doing the right thing and revoking the contract. We find it really hard to believe that there is not a law on how long a company has to fix issues like this. In the meantime, my son is putting out between insurance and the car payment almost $1000 a month on a vehicle he has not had almost the entire length of the loan.  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/13/2023

  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.

  Upon purchasing my vehicle they did new brakes all around calipers rotors pads. 4 months post purchase one of the brake calipers they claimed to replace exploded leaking brake fluid everywhere. Rendering my brakes totally useless and broken. Upon having the vehicle towed to a shop near my house they said that the brake calipers in both the front sides of the vehicle looked like they were used they were discolored and totally not reliable and not safe. They sent me home with the broken parts in order to prove my case. It costs me $1400 to replace both the front brake set **** This is ridiculous and I am asking for $1400 from this dealer to cover the price of the parts they did not correctly install on my car.

  

  Business Response

  Date: 11/14/2023

  Mr. ***** purchased an as-is 2010 Lexus GX460 in August 2023.

  This is the first communication weve heard from Mr. ****** but he declined the service contract in the vehicle, and we are under no obligation to pay for any repairs on the vehicle four months after purchase. We will not be reimbursing for Mr. ***** and his wild claims that our master *************** didnt do their job properly in an attempt at getting reimbursed for brakes that exploded 4 months after purchase.

  We will not be doing anything for Mr. ****** as-is cars are as-is, period. No amount of attempt at ***** changes that fact.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20865149
  
  I am rejecting this response because:
  While most of your claim is correct it boils down to this. I purchased the car and you guys kept it for three weeks to work on it. Part of this work was new brake calipers pads and rotors all around. I have driven the car **** miles and the job that you guys did fully went out. Theres no way that a master technician would do that shotty of a job. I have the parts that failed that look used and not good quality at all. **** miles after you guys did brakes the job you did completely failed 
  Sincerely,
  
  ******************

• Initial Complaint

  Date:11/03/2023

  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.

  Purchases a car August 20 2023. Was told that the car was certified by their mechanics. Well here I sit November 3rd 2023 with the car in shop needing a new engine. I talked to a guy who claimed to be the general manager, soon after I explained the issue he said he was not the general manager, referred me to the service department. I have been calling leaving messages, no one will return our call! The car is under warranty, they can even tell us bring it here see what we can do. We didnt even put **** miles on it. This seems to be an issue for a lot of people, but ****** reviews are 4.5 stars.

  

  Business Response

  Date: 11/03/2023

  Customer spoke to our service department 11/2 and spoke to ******* Mazin.  ******* spoke to the customer and the shop that they have the vehicle at recommended an engine without inspection, so we are working to get the vehicle here to our store.  We let the customer know that we are 2 months out for an appointment and the customer told us to keep as long as it takes.  She said she would call us back one she knew when the vehicle would be here.

• Initial Complaint

  Date:09/08/2023

  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.

  Hello,This is in reguards to the truck 16-year-old son who purchased from Rocky Mountain Eurosport. The truck is a 2006 Dodge **** and we Purchased it mid-October of 22 for $18,855.61. The very next day we took the truck back to the dealer because the truck wasnt starting and running properly and they had the truck for nearly 2 months, in the end they said it was fuel injectors and said everything was fixed. In early February the trucks fuel tank began to leak so we had the truck towed to Arapahoe dodge where they said the truck needed a new fuel tank and pump, which on the car facts for the truck the dealership indicated they replaced the fuel tank in Aug of 22 so didn't even last 6 months. Then the oil gauge started to plummet, and a horrible knocking sound began to happen, so we took it to the closest shop and that is where the mechanic lets us know the motor is shot. He then let us know that he noticed that the fuel injectors were said to be replaced on the truck and that whoever did that would have noticed this motor was in very bad shape. He then let us know that he isn't even confident the injectors were replaced due to the condition they were in. My son didnt get his license until April 3rd and the truck has only been driven ***** miles. We have reached out now for weeks and been told we will get follow up from the dealership after the salesman was going to reach out to the general manager and nothing has been done.

  

  Business Response

  Date: 09/11/2023

  Will be towing customer's vehicle here to the ********************** to assess the mechanical issue. 

  Customer Answer

  Date: 09/28/2023

  Hello, I had filed a complaint and got a notice it was going to be closed and I was hoping we could keep it open as there has been no resolution. Thes truck has been towed and they have had it since then but we have not heard from them in about two weeks. Thank you!

  

  Business Response

  Date: 10/11/2023

  We have the truck and are working on it and a solution for ***************.

  Customer Answer

  Date: 10/23/2023

  The Truck was towed in and we have not heard one word from the dealership and they have had the truck for just a few days shy of 6 weeks. We were hoping to have heard informayion by now as to what is going on this makes the truck having been in the shop for nearly 4 months since having it and 3 with the dealership now. Nearly a month and a half the day afer purchase, and 6 weeks now.  We also had it at the Dogde dealership for a Month in February after we had to replace a fuel tank that was said to have been replaces in August just 6 monthes earler by the dealership. My kid is 16 years old and paying for an undrivable truck. 

  

  Business Response

  Date: 10/27/2023

  This is an as-is vehicle that was sold a year ago with 209k miles, we are not required to do anything for the customer, we are going above and beyond by offering to look at it. The dealership will not be doing anything further than that.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20574876
  
  I am rejecting this response because:  While the vehicle was a used car sold "as-is" we drove it home and the first time we went to start it, it wouldn't fire, this was a whole 12 hours later which was predominantly spent sleeping as it was evening when we purchased. The dealership took the vehicle and had it for 2 months to attempt to fix the issue.  It also had to have a fuel tank replaced a month later which oddly enough we have come to find out, they had a fuel tank done in their shop in August and didn't even make it 5 months before needing another entire new fuel tank and pump costing us $2500. The truck has now been sitting with them for months yet again with the only response coming once we filed this BBB claim.  We have kept notes as we have tried to rectify this amicably and if they don't want to, we will certainly escalate it rapidly. This dealership as of now is somewhere NO ONE SHOULD BUY FROM.  Additionally, we have reached out to prominent members of the industry as well as mechanics who have all said this is not an ethical business transaction. If they find it acceptable to rip off a local 16 year old who has barely been able to drive his first car we will make sure that this situation is on every review, moms group and social platform which with 5 teenagers I am part of many groups.  Selling a truck for $18,000 dollars that hasn't been able to be driven for more than a few months and offering to replace the motor for an additional $12,000 is insane and an incredibly poor business decision.  
  
  Sincerely,
  
  *************************