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:10/12/2024

  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 October 7, 2024, I purchased a used 2018 Toyota Sienna via phone/email. Immediately when contacting a salesman, I asked what damages the vehicle had as I had noticed online that a third party website listed "cosmetic damages". The salesman advised the only damage was the rear driver's door, which would be fixed under warranty but a customer care campaign. This turned out to be false as the campaign was for the door but it was actually the fuel door that needed repairs. The business also signed a disclosure of damages form that only listed the door. Upon the vehicle being delivered I observed several damages that were not disclosed within minutes of seeing the vehicle. I immediately took the vehicle to ******* ****** ****** in Omaha and they found several mechanical damages that were not disclosed either. I eventually spoke with the GM at Rolling Hills, who originally agreed to pay for the mechanical damages. Later he stated he would only pay $1,500 toward the repairs. He also stated that he would only pay for two of the tires to be replaced (all tires were at a 5 or below). Speaking with ******* ****** they advised that by Toyota policy they cannot sell a vehicle with tire tread at 5 or below and due to the vehicle being AWD they can't replace only two tires. I relayed this to Rolling Hills, and the GM still only offered $1,500 toward the repairs. I have advised several times that all I want is the vehicle to be in the condition they promised in the disclosures and contract. I have already paid the $10,000 down payment and upheld my end of the contract. Now they are forcing me to pay more out of pocket to fix the vehicle they lied about and falsified documents about. They also attempted to get me to sign an acknowledgement stating "I acknowledge the repairs were made to my satisfaction" prior to even shipping the vehicle. I'm not asking for a lot, I simply want them to repair the mechanical damages/safety issues. I can compromise on the cosmetic damages.

  Business Response

  Date: 10/29/2024

  I am writing today in response to *** *******’s complaint.  It is unfortunate that *** ******* is dissatisfied with his purchase.  However , there appears to be quite a variation of the events that have transpired from his purchase of the vehicle.
  
  On or around October 4th, 2024, *** ******* completed an online lead in regards to the vehicle in question.  We provided the ******, a video, and pictures of this vehicle.  Also part of the disclosure was also the gas cap know issue, that would be covered under warranty from the manufacturer.  At *** *******’s insistence we did not complete that repair, he wanted to do it locally.  At no point did we state this vehicle was perfect, new,  certified, or scratch free. We also did not make any attempts to omit the vehicle was used, and had miles on it.    We attempted to give our best efforts showing the vehicle was in good condition for being 6 months year old and 70,000 miles.  There was also a concern noted about a spare tire, that this vehicle did not come with from the manufacturer, and a second key , when he purchased the vehicle as well which was addressed.
  
  On or around October 7th, *** ******* reached out via text message and phone calls on the concerns of damages.
  
  On or around October 8th, Conversations between the salesman and sales manager were unsuccessful.
  
  
  On October 9th, ***** *******, reached out to discuss the concerns.
  
  *** ******* agreed that the two rear tires should have been replaced due to inside wear. Fronts were fine.  
  *** ******* explained to the guest that the carpet that he thought was torn was actually an access from the factory.  
  *** ******* agreed that the windshield trim piece did not look good. Will replace. 
  *** ******* disagreed with the recommendation for rear brakes as these had been inspected and were not due by measurement and passing inspection.  
  *** ******* disagreed with multiple recommendations for fluid exchanges etc… 
  No safety items were discussed or in question.   
  
  At the end of the discussions *** ******* agreed to completely unwind the transaction and refund his down payment, or provide *** ******* $1500.00, toward all repairs.  *** ******* continues to label the issues as damages, while cosmetic, these are wear or maintenance items.
  
  *** ******* continues to state we have not talked to him or won’t return his messages.  *** ******* continues to call, leave social medial reviews, google reviews, and better business bureau reviews with misleading information, in attempts to persuade us to meet his demands, as he has done with this claim with your office, and continued phone calls to various members of our staff as of today as well. 
  
  The email chain attached shows full communication by *** *******, for this specific reason, to show we have had transparent communication with *** *******.  This also includes the communication to the dealership *** ******* used for his own inspection, On October 11 2024, Where *** ******* actually agreed that our 1500.00 was a fair offer to *** *******.  We will continue to stand by our offer to provide *** ******* with a 1500.00 allowance to repairs, or unwind the transaction.  However the deadline is fastly approaching for the ability to unwind this transaction and sale reporting with the state. 
  
  
  We were not satisfied with the level of work completed on this vehicle before it was delivered, hence the agreement to unwind the transaction, or provide a 1500.00 offer for repairs.  *** ******* disputes a refund option due to the insurance premium he has spent, and the loan opened in his name.  All insurance premiums would receive a prorated refund, and the loan would be paid in full. The only delay to the or less prorated amount of refund is due to *** *******’s refusal to accept this.   There are varying opinions, on credit and inquiries, but there is readily available information available information to consumers to validate the paid in full loan with a refund, will not be detrimental to a consumers score.  While our goal is 100% customer satisfaction, we do run into very few circumstances where we cannot accommodate everyone’s expectations, and as in this case, we offered a full refund.
  
  Please let us know what else you may need to review and close this case.
  
  
  Thank you
  

  **** *****
  *** Auto Group
  ************ (Direct)
  ************ (Fax)

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am rejecting this response because:
    The statements of Mr. ***** are not true. Yes they use a  docu-sign digital contract, but the only thing on the desktop, which was the screen, was the signature line. this can be proven by the size of the signature which is smaller than my pinky nail. if I had been able to see the whole document that I signed the signature would have been larger and legible. If I would have been able to see the entire document, I would not have signed them. the only thing I was told about GAP was what it was not how much it was, I was not asked if I wanted a 24 month warranty, or told about the price of it. I was not told there was a $400 charge for 2 oil changes and tire rotations. I would not have agreed to that.

   The first time I went back to RHOP, I talked to the finance manager in front of the salesperson, and she admitted right then that she told me not to look at the contract. I went to RHOP, expecting to be treated with the same respect and honesty that I received from CarHop where I financed my first car that was used as a trade in. I did not know what questions to ask because everything was up front at CarHop. They actually discuss everything with you before signing. I knew there were privacy policies, and other things that you signed that are not in a contract. I did not expect to be deceived by anyone at RHOP. All I want at this point is RHOP to release me from a contract that I was trapped into. I don't care about monies paid anymore.

    I can pass a polygraph examination with every statement I have made; I do not believe that the finance manager that I delt with at RHOP would even come close to passing. I have also filed a complaint with the Missouri Attorney Generals office regarding this matter.

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

  Business Response

  Date: 05/15/2023

  It is very unfortunate Mr. ***** is dissatisfied with his purchase. We strive for 100% satisfaction and have created several parts of the transaction to not only slow down the transaction and protect the consumer,  but also the business as well.  We do find on occasion that we are met with circumstances outside our control after the sale.   In this case , we have a very different account of the transaction and disclosures,  rather than what advice the customer may have received after the sale from a third party.  Mr. ***** was advised during the process that taxes were not included in the transaction.  We also reinforced this disclosure with a sales tax acknowledgement form so there is no question of what is included.  Mr. ***** is also stating that we did not provide him a TIFL disclosure that is required with all finance transactions.  Transactions are completed electronically with a docupad.  The docupad requires the concurrence of all items presented,  from the customer,  before they can proceed to the next item. Withstanding that docupad process, we have also included the Confirmation of Written disclosure.  This form has multiple items, but is specifically related to the truth in lending requirements along with the customers acceptance of any additional items.  This form specifically states the customer is agreeing that they have reviewed a copy of the financial terms, that the disclosures were provided prior to the consummation of the contract, the disclosures were provided in a separate form for the customer to keep, along with items being clear and conspicuous.  We have also attached the customer acknowledgement form which has several items, specifically indicating that the customer has a duty to read and understand all of the documents they sign, but also aware they can walk out of the dealership at any time before the purchase and are not required to purchase the vehicle from us.     While we understand there is a lot of information during the delivery process, we have tried to install various processes to slow the transaction down but also ensure that the customer is fully aware of all the aspects of the purchase.   We have attached the signed sales tax form, stating the tax was not included in the purchase.  We have attached the confirmation of written disclosure to invalidate the statement of the lack of TIFL requirements, they were more than met, and they were clear and conspicuous.  We were also contacted by another dealership after the sale requesting to come pick up our vehicle.  We believe Mr. ***** has been misinformed of his contractual obligations, along with some type of buyers remorse, and multiple failed attempts to rescind the contract.  We are unable to validate Mr. *****s statements with any facts, nor are we able assist Mr. ***** any further.  Please review the attached items to validate our transparency of the transaction versus Mr. *****s incorrect statements to help with closure to this case.

• Initial Complaint

  Date:03/20/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  ****** *******t to let them know of a time/date for repair.
  The entire next week I called and left messages to ask if my vehicle was safe to drive and to schedule and appointment. I left numerous messages with the service manager (*****) and service advisor (****** ****) but they would not return my calls.
  I contacted ****** ***** **** (Engagement Center) on Thursday and on Friday 17 Feb 23 Rolling hills finally returned my calls.
  We took our vehicle for their 2nd attempt at repair, and this time they said that it was a faulty O2 sensor. I questioned their diagnoses because it is rare that sensors are defective.
  Tuesday 21 Feb 23 the service manager called back and said they would replace the faulty sensor under warranty but another sensor was faulty (A/F sensor, bank 1, pre-cat) and the will cost me and additional $668.00.
  I argued that Rolling hills should pay all additional expenses for their faulty repair but they wanted me to pay for additional parts and not labor (changing the sensor is any easy task).

  Business Response

  Date: 03/30/2023

  in regards to BBB complaint ID ******** for customer ****** *******, this complaint has been resolved with the customers desired outcome of a full refund for Repair Order ****** in the amount of $1,142.69.  Check number ****** will be mailed today 3/30/23 to the customers address at **** * ***** ********* ** ******

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a 2010 Toyota Corolla in late July.After testing driving, I came back with a list of things that need to be fixed. They agreed to fix it.Dropped it off to be fixed. When I recieved it back, it was worse. I took it to 3 different body shops. They have all stated that there is almost 7,000. in front end damages including bent frame. That car should never have been resold. A Toyota dealership in K.C. told me to take it back. I took it back Rolling Hills told me that I signed a contract and it was too bad but they were not going to do anything about it. Car began making loud creaking front end noise. I took it to them and convinced the used car manager to drive it. He stated it was making a little noise and they would look at it as I called my boyfriend for a ride, I was told that since his name was not on the contract, Used Car manager wouldnt talk to me as long as I had him on the phone to listen to an explanation. I walked out, got in my car. Drove to an auto shop, they test drove car and told me it was unsafe to drive.My car is at an auto shop to have the front end parts fixed. These are the same parts that Rolling Hills had told me they had repaired. The horn has never honked, How did it pass inspection in July? I am stuck with a car that has 7000. in under the hood body damage. I just wanted to buy a used Toyota at a Toyota dealership.I paid 9000. for a 2010 Toyota that has 7000. in damages under the hood and I have 3 body shops that have confirmed it. I have everything confirmed from body shops. I am stuck with a car and a car loan on a car that should not have been sold on their lot if they have any integrity. They have all been rude, laughed and even lied about issues when confronted. Discrimination against a woman that has a complaint is something they will definitely do.

  Business Response

  Date: 10/31/2022

  My apologies for the late response but we have working to get resolution with Ms. ********* over the last 2-3 weeks.  Today we came to resolution and closure to her concerns from the purchase. The actual timeline and history follows:
  
  On or around July 16th, Ms. ********* arrived at the dealership to look at the vehicle after it made it thru the service inspection.  Ms. ********* decided to continue her due diligence and have her mechanic inspect scheduled for July 18th.
  
  On or around July 18th Ms. ********* arrived and took the vehicle to her mechanic for inspection.
  
  On or around July 19th Ms. ********* provides us with a list of items requiring additional repair which were completed to her satisfaction.
  
  On or around July 20th we completed a transmission service at the customer’s request.
  
  On or around August 2nd Ms. ********* requests additional work to be completed due to drive ability issues, 2000 miles later.  In the interests of customer satisfaction, we also completed those repairs as well.
  
  
  Months later and roughly 5000 miles later, Ms. ********* advises us that the vehicle had been taken to a body shop and had questions of the prior repairs.  We did remind Ms. ********* of what we have done so far and our hesitance to complete any additional repairs.  However , we still offered to inspect the vehicle again and attempt to diagnose the repairs, but this time Ms. ********* refused the offer.  We had also offered a rental or loaner vehicle to Ms. ********* during this time to allow us to diagnose the issues.
  
   
  
  We absolutely dispute the complaints content and statements made about our organization .  Ms. ********* chose the specific vehicle to meet her price and payment needs, personally inspected the vehicle, had a 3rd party inspect the vehicle after her own inspection, and we completed all the 3rrd party inspection concerns.  Ms. ********* also did review and sign an auto check showing the vehicle had prior collision repairs multiple times .  Please keep in mind those repairs were not completed by Rolling Hills Auto Plaza.  Those specific repairs were completed prior to our ownership, and we were not apprised of the extent of damage or the methods to complete them.
  
   
  Withstanding all the upfront and transparent disclosures, Ms. ********* signed an acceptance of an as-is buyers guide and condition of the vehicle,  after her own and her 3rd party inspection along with reviewing and signing the auto check history and still chose to purchase the vehicle .  There was nothing we were aware of, had found that was undisclosed.  There is a dispute of the drive ability and safety of the vehicle we have not previously been able to verify.   Withstanding this all and in the interests of good customer service, we offered to repurchase the vehicle from Ms. ********* approximately two weeks ago.  We were finally able to complete the process today , due to Ms. Singletons necessity of finding another vehicle and then her recent illnesses.  Ms. ********* accepted the resolution with complete satisfaction today.
  
  
  Please let me know what else you may need to close your file.
  
   
  
  Thank you
  
   
  
  **** *****
  
  *** **** *****
  
  ************ ********
  
  ************ *****

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon.
  
  I would like to close the issue with rolling hills auto. We were able to settle matters in question.
  
  Thank you
  ******* ****daughter and not myself. However we took the car to hendrick toyota in merriam kansas and was provided with a ****** that shows the title is branded and that the car is worth far less then what i purchased the car for my daughter. This is believed to also be against the law. Since rolling hills auto plaza did not provided us with a *** *** showing that the title was branded, which is false documentation. So now we have a car loan thats well over what the car is actually worth due to title branding. Which is against the law to not disclose as you can see in the pictures provided the ****** from ******** ****** shows a title branding, the paper work from rolling hill used auto check vehicle history report from ******** doesnt show the title branding in which the dealership failed to disclose title branding since a ****** was not given my daughter went to get the rim replaced and the rim they installed was the wrong one and it was damaged durning install.