Complaints

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

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  Simmons-Rockwell

  784 County Road 64 Elmira, NY 14903-9787

  
• 

  Simmons-Rockwell

  224 Colonial Dr Horseheads, NY 14845-8400

  
• 

  Simmons-Rockwell

  US 11 Hallstead, PA 18822

• 

  Simmons-Rockwell

  7329 State Route 54 Bath, NY 14810

  
• 

  Simmons-Rockwell

  1160 County Route 66 Hornell, NY 14843-9690

  

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:06/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2018 **** ******** was serviced by Simmons Rockwell Hornell. They replaced the Front Power Transfer Unit (PTU) which was covered under warranty. Upon picking up the vehicle (off hours while the service department was closed), I immediately noticed that the vehicle was noticeably louder. I called and got the vehicle back in for service. They explained that the exhaust was broke, but that they "temp patched" it as a courtesy, since exhaust wasn't covered under warranty. They failed to inform me that they broke it during removal to replace the front PTU. I picked up the vehicle again, only to realize it was still loud (if not louder). Simmons Rockwell blamed it on tire noise, but the exhaust was still obviously loud. I've attached pictures of the repair work they performed. The reason the exhaust was loud is because Simmons Rockwell replaced a section of flex pipe, but burned a hole through the exhaust while welding it. I took it to another garage to be repaired, because Simmons Rockwell admitted they didn't really have a welder (although someone there performed this work). Another garage repaired the exhaust with a new piece of flex pipe and welded it. The charges came to $215.01. I sent the invoice and asked for reimbursement, since Simmons Rockwell clearly damaged the exhaust during warranty work, and was unable to professionally repair it. I have not received a response since sending that invoice. I've attached pictures of the invoice and the exhaust as it was after the Simmons Rockwell attempted repair. It's worth noting that the garage that repaired my exhaust also saw my vehicle before it went to Simmons Rockwell and at that time there was no issue with the exhaust. I'm not asking for anything other than compensation for the damage clearly done by Simmons Rockwell. It's not a matter of the exhaust being covered by warranty, it's a matter of professional liability.

  Business Response

  Date: 06/21/2025

  
  Customer service is extremely important to Simmons Rockwell.  We have been working very hard to satify Mr ******.  Mr ****** had a visit to our dealership for a Recall concern for the A-piller repair on April 29th 2025.  (RO Attached)  At pick up, it was mentioned that the vehicle was found to be loud.  On April 30th the dealership opened a second repair order to follow up with the customers concerns. (also Attached)  During the inspection the technician checked the PTU Fluid and rear diff fluid, metal was found in both.  Noise was coming from the PTU.  The tech also noted Chopped tires with uneven wear.  And noticed grind noise from rear brake caliper.  The repairs on the rear brakes and PTU were performed for the customer under an extended service contract.  The customer refused the tire replacement at that time.  After the repair was completed, the customer stated noise was coming from the vehicle still.  On May 15th the technician diagnosis the noise from the flex pipe of the exhaust system.  The cause of the issue was rusting and excessive wear.  That issue is not covered by the extend service plan, or Ford.  Customer rejected a total replacement.  In an attempt to satisfy the customer, our tech attempted to patch and clamp the flex pipe at no charge to the customer.  Returned vehicle to the customer.  We have talked with the customer multiple times about the exhaust concern.  Explained that the exhaust rust was the cause of the failure.  That concern is not covered by Ford warranty or the extended service plan.  We reexplained to the customer that we tried to patch and clamp the issue for customer satisfaction at no charge, but the only way to fix it completely is to replace the rusted parts.  Our dealership is still willing to fix the issue with a new exhaust system from the manufacture and will offer a pricing discount to factory cost to remedy this situation.  If that will satisfy Mr. ******, please reach out to Roger P****, General Manager, at ************.  Thank You

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  To clarify a few points:

  1. The original service was not for a recall. My main concern was a drivetrain noise, and another local garage identified the rear differential as a likely issue. Simmons Rockwell replaced the Front PTU under warranty but noted metal in both the PTU and rear differential fluid, then failed to address the rear diff at all. I later confirmed through my local garage that the rear diff is indeed still bad and still requires replacement (which they're now working on with my warranty provider).

  2. The exhaust was not previously failing. My local garage had inspected the vehicle immediately before Simmons Rockwell serviced it and found no issues with the exhaust (see their notes on previously attached invoice). After Simmons Rockwell's repair, it was suddenly loud (because they had damaged the flex pipe during the Front PTU removal). Note that the exhaust must be removed prior to Front PTU replacement, so there is no question about this.

  3. The "courtesy repair" was not professionally performed. As my previous attached images show, they burned a hole through the exhaust during an improper weld. Whether or not the repair was at no cost to me is irrelevant, licensed repair shops are responsible for the quality of any work performed. This was substandard work that left the vehicle with a loud, leaking exhaust system. Another shop had to replace the section and weld it correctly. The reason this repair was even attempted as a courtesy was because of Simmons Rockwell's damage during the Front PTU repair.

  4. I’m not asking for any speculative damages or inconvenience. I’m simply requesting reimbursement for the $215.01 I paid out of pocket to correct a problem that was clearly created by Simmons Rockwell’s repair process. I’ve previously attached the invoice and photos.

  I'd also contest that Simmons Rockwell has tried very hard to please me. My vehicle was in their shop twice for multiple days. It went in with no exhaust issues, and twice left with a very loud exhaust. Their Service Department admitted that they expected a callback after the first visit because they knew the vehicle was loud. Yet they had a chance to fix the exhaust on the 2nd visit, attempted to do so, but burned a hole through the flex pipe. They left a voicemail for my wife acknowledging that the "exhaust still wasn't right" after their repairs and also admitted they don't "really have a welder." After this experience we took our vehicle to another garage, which fixed the exhaust in 1.25 hours. Also, the reason I escalated this to the BBB is because an email to Mr. P**** with the invoice, photos, and reimbursement request went unanswered for multiple business days. 

  I hope this can still be resolved amicably. I’m only asking for fairness and accountability, and I remain hopeful that Simmons Rockwell will do the right thing.
  
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/09/2025

  Our dealership and Mr ****** were able to connect on the phone.  We were able to come to a common agreement.  We look forward to assisting Mr ****** in the future and appreciate his patients and understanding through this process.  

  Customer Answer

  Date: 07/16/2025

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

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a new car, from another dealership. I trader my old car in that had an extended warranty. For months I have been trying to talk with the old dealership to get money back from the warranty. Today was on the phone with them and they said there was no refund. I sat in from of the salesperson when he told me they sent the check. Then today he said no such thing happen. Then tried saying it was sent to my ex wife. Which previous he said was sent to my current residence.

  Business Response

  Date: 09/16/2024

  This must be an old complaint. We resolved this issue with Mr ******* a couple of weeks ago.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was under warranty until October 1, 2023. I always took it there for oil changes and September 2023 was no exception. Because of the mileage, I always asked about the transmission, in which they said there was no issues. On October 10th (approximately) my transmission failed. At this point out of warranty.
  
  If they had flushed the transmission, as requested, they would have witnessed the shavings in the fluid and it could have been covered under the warranty.
  
  When I took it in for analysis, they tried to charge me over 7k for the service whereas other places were going to charge less.
  
  I ended up having to replace the transmission myself for 3k.
  
  I can send the receipts for the oil change and the cost of the transmission.
  
  This company does not follow through with requests and does not understand how to take care of the customer and their requests.

  Business Response

  Date: 03/04/2024

  We did have ******* ***** 2018 ***** ********* with 119,348 miles in our shop on September 2nd. On that visit we provided basic services (oil change / tire rotation and rebalance of all tires) per customer request. We have reviewed the original RO and tech notes and have no record of any customer request or concerns with the transmission. We additionally reviewed the last 3 visits from the customer in our shop and again see no history of a customer request or concern with his transmission. Our next contact with the customer was on October 9th when he asked us to provide him with a transmission quote. At that time, we emailed ******* ***** at 12:25 pm a transmission quote in the amount of $6,145. We never had any response to that email or had him express any concerns with us at that time. Please let us know if you have any further questions or need any more information.

  Thank You

  Customer Answer

  Date: 03/15/2024

  This was NOT resolved. My vehicle was in for service BEFORE warranty where I ASKED ABOUT THE TRANMISSION. The technician said nothing was wrong with it and three days alter it fails. Suspicious to say the least. I asked to have the tranny flushed, this would have CAUGHT the issue before the warranty ran out. My vehicle was under warranty until October 1, 2023. I always took it there for oil changes and September 2023 was no exception. Because of the mileage, I always asked about the transmission, in which they said there was no issues. On October 10th (approximately) my transmission failed. At this point out of warranty. If they had flushed the transmission, as requested, they would have witnessed the shavings in the fluid and it could have been covered under the warranty. When I took it in for analysis, they tried to charge me over 7k for the service whereas other places were going to charge less. I ended up having to replace the transmission myself for 3k. I can send the receipts for the oil change and the cost of the transmission. This company does not follow through with requests and does not understand how to take care of the customer and their requests.

  Business Response

  Date: 03/20/2024

  The last visit we have on record for Mr. ***** was on 9/02/2023, RO# ******. His vehicle had 119,348 miles on it and just like the previous 3 visits there is no record of a request of a transmission flush, there is no record of a transmission flush being performed and no record of any complaints from Mr. ***** stating that he wanted a transmission flush and that we never provided or charged him for that service. Just like the previous 3 visits Mr. ***** signed all RO's and agreed to the services we did provide and paid accordingly. We have attached all RO's from those visits for your records. We do have record of Mr. ***** telling us he had a coolant leak on his 3/30/2023 visit, RO# ******. At that time we did verify his concerns and with his authorization replaced his radiator. We have also attached our estimate for the transmission replacement of $6,145 and included an attachment from a 3rd party source, ****** Blue Book, showing the average transmission replacement on a 2018 ***** ********* to be in the range of $6,416 - $6,894. We do value Mr. ***** as a customer and our Service Manager Will N*** has reached out and spoken to Mr. ***** and we have offered him some free future services. Hopefully this will help resolve this issue. 

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an automobile on September 9th2023 is where all this starts! The car was evidently wrecked never reported. I drove a dealership car from October 13-Dec 23td! I had to report to Nissan consumer affairs all the scams that Simmons Rockwell were trying to do to me! The automobile had All the extra warranties that I bought so this is why it’s still trying to be scammed from them! They are demanding me to sign the checks over to them. I have txt messages and an email proving this! I also don’t know why the rebate is that’s on my sales invoice? I have contacted (portfolio) the company of the warranty they told me it’s illegal for Simmons Rockwell to do this!

  Business Response

  Date: 02/23/2024

  To Whom It May Concern,

          Customer satisfaction is very important to Simmons-Rockwell. Ms ********* purchased a 2021 ****** ****** on Sept 16, 2023. She had purchased an extended service contract for $2,999 at the time of purchase. After her purchase, she contacted us with belief that the vehicle had been in an accident prior to her purchase. After further examination in our shop, we came to the decision she was correct. So Dec 23, 2023, we offered to trade Ms ********* out of the 2021 ****** ****** and put her in a brand NEW 2023 ****** ****** and keep her same payment with the agreement she would sign over her service contract cancellation when the check came in, and she agreed. In order to help Ms ********* and to rectify the situation, we discounted the new vehicle $10,000 from original sale price to keep the same payment. She agreed, signed all paperwork, and signed agreement that she would sign over the service contract cancellation. We wrote the contract at Simmons Rockwell NIssan and she signed (attached). We are more than willing to review any and all signed documents at any time in the future.

  Thank You,

  Leonard Reed

  General Manager

  Simmons-Rockwell Nissan

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21313067, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
   Simmons Rockwell haven’t proven on the(hand written note) date written,  policy numbers for warranties  or refund  amount  it’s not even on my sales invoice? So, the warranty refunds totaling $3,398.00 legally are mine. This issue in itself doesn’t show “great” customer service?
  
  
  
  
  

• Initial Complaint

  Date:11/29/2023

  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 recently purchased a brand new car less than a year ago from Simmons Rockwell. I spent nearly $40,000 on the vehicle, a ****** *****. I went to get the car inspected recently and the garage told me the tires are not acceptable despite having only 7,000 miles on the vehicle. I believe a new vehicle should have tires that last longer than that. I contacted Simmons Rockwell as well as Nissan and neither of them would offer any help of any kind. I am simply asking they put new tires on my vehicle. Thanks for your help in this matter.

  Business Response

  Date: 12/01/2023

  ***** *** ***** ******* purchased the new ****** ***** from our dealership on Nov 8th 2022.  The complaint from ***** was from an encounter with his local mechanic in PA.  The vehicle was due for the yearly inspection.  The mechanic in PA informed ***** that his tires were not safe and fail inspection.  But later, the same mechanic passed the vehicle for inspection without any change to the tires.  The dealership had no knowledge of the concern.  When we received this complaint, we reached out to the customer.  Today, ***** was able to come to the dealership.  The dealership wanted to see the condition of the vehicle and tires, so we could assist ***** with the issue.  Today, our technician measured the tread depth of the tires as 6/32 to 7/32 all around the vehicle.  These tires will pass inspection in NY state or PA.  Our dealership confirmed with our PA location that the tires are completely safe.  These tires have no issues for safety.  We found the tires were also in normal usage from factory standards.  At this time, the dealership sees no reason to replace good tires.  We did offer ***** our employee discounted price if he wanted to purchase tires to help satisfy him.  But also advised that it would not be a recommended use of his funds since the tires are safe.  He refused at this time.   Our offer will stand in the future, if he decides he wants to purchase new tires.

  Customer Answer

  Date: 12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Simmons Rockwell is missing the entire point of my complaint. Any reasonable person who spends nearly $40,000 on a new vehicle would expect the tires to last more than a year, or two. The fact that they barely passed inspection and may last a few more months is beside the point. Simmons Rockwell new the tires were cheap when I purchased the vehicle and they failed to inform, or warn me of that. The mechanic even told me that Nissan purposely put cheap tires on the new 2022 vehicles. I believe that is very deceptive and dishonest. Furthermore, the mechanic also told me he has had at least 20 similar complaints from other customers, which tells me this definitely was something they were well aware of, and they should be held responsible for their negligence. Finally, the audacity of Simmons Rockwell to try to sell me new tires after purposely deceiving me is further proof they know the tires are bad. Please feel free to contact me at any time. I simply want a new set of quality tires, something any reasonable person who bought a brand new vehicle would expect. Anything short of that will not be acceptable to me, and I intend on pursuing other actions if necessary. Thank you for your help in this matter. 
  
  Regards, 
  
  ***** *******
   

• Initial Complaint

  Date:10/18/2023

  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.

  I was sold a used vehicle that was presented as a one owner lease turn in and found out it is a fleet vehicle that had concealed body damage

  Business Response

  Date: 10/20/2023

        We have a very strong commitment to customer satisfaction.  We make every effort to ensure the customer gets a straight forward upfront experience.  To assist with that we give every customer a vehicle history report.  For the vehicle in question the history report does state the vehicle is a one owner vehicle that was leased.  We have attached a copy for review.   I would encourage him to set up a time time for us to sit down and come to a resolution that works for all parties.    

  Customer Answer

  Date: 10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards, 
  
  ***** *********

• Initial Complaint

  Date:10/02/2023

  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 used truck while test driving a faulty sensor came on. Was told was going to fix. Have had truck back to dealership on my dollar 5 times have not fixed problem. They had my truck for over 45 days. Still couldnt fix sensor. Told them to buy truck back or find another truck. I was told had to pay depreciation on truck. They had truck at shop longer than i had

  Business Response

  Date: 10/05/2023

  Mr ******* purchased a vehicle from our dealership in May of 2022.  The dealership has been working with the customer to try to diagnose the issue with the front camera not reading all the time.  In June, the dealership replaced the windshield and reprogrammed the front camera per standards of repair.  At the end of July, the customer stated it came back on again.  We sent our staff to pick up the vehicle and bring it back at no charge.  At that time we could not get the camera to duplicate concern.  No issues were found.  We returned the vehicle at with no charges.  At the end of August, we gave the customer a complimentary loaner vehicle and transported it again at no charge.  Kept the vehicle at our facility and tested it for multiple days, still could not get the vehicle to have any issues while at the dealership.  Returned the vehicle with no charges to customer by our staff with no concerns.  In September, the customer came to the dealership with the error message on, next steps per manufacture was to replace front camera assembly and programmed.  No charges to customer.  Customer has called again and stated that the light returned and then reset itself.  Since these issues can be caused by both parts failures and/or  environmental/driving conditions, the dealership has asked to review the vehicle again to test to see if the warning light comes on under normal driving conditions.  Customer declined.  We are not sure what conditions the vehicle is being driven under, but we are willing to support the customer if a fix to this can be made.  Attached are the repair orders for the 2 times the vehicle has been at the facility with a recorded issue, and the two times the vehicle was at the facility with no issue found.  Also attached is the connect vehicles status report, showing the sporadic failures.  These will indicate when a sensor fails, or is extreme conditions have caused the sensors not to read and send the warning.  Under those situations, the system normally resets to normal on the next engine cycle. If the problem does exist, we are here to support Mr. *******.  

  Business Response

  Date: 10/27/2023

  Our service manager has been in communications to try to identify the causation of the problem from Mr *******.  We found the following information from ****:This is out of ****s workshop manual and owners guide printing 3 . WARNING: The system may fail or operate with reduced function during cold and severe weather conditions. Snow, ice, rain, spray and fog can adversely affect the system. Keep the front camera and radar free of snow and ice. Failure to take care may result in the loss of control of your vehicle, serious personal injury or death. WARNING: In situations where the vehicle camera has limited detection capability, this may reduce system performance. These situations include but are not limited to direct or low sunlight, vehicles at night without tail lights, unconventional vehicle types, pedestrians with complex backgrounds, partly obscured pedestrians, or pedestrians that the system cannot distinguish from a group. Failure to take care may result in the loss of control of your vehicle, serious personal injury or death. WARNING: The system cannot help prevent all crashes. Do not rely on this system to replace driver judgment and the need to maintain a safe distance and speed. Note: If you perceive Pre-Collision Assist alerts as being too frequent or disturbing, then you can reduce the alert sensitivity, though the manufacturer recommends using the highest sensitivity setting where possible. Setting lower sensitivity would lead to fewer and later system warnings. Note: The Pre-Collision Assist system automatically disables when you select 4X4 LOW or when you manually disable AdvanceTrac™.Camera Troubleshooting Cause Action Clean the outside of the windshield in front of the camera. The windshield in front of the camera is dirty or obstructed in some way. Wait a short time. It may take several minutes for the camera to detect that there is no obstruction. The windshield in front of the camera is clean but the message remains in the display screen. 277 F-150 (TFC) Canada/United States of America, enUSA, Edition date: 201907, Third-PrintingDriving Aids Radar Troubleshooting (If Equipped) Cause Action Clean the grille surface in front of the radar or remove the object causing the obstruction. The surface of the radar in the grille is dirty or obstructed in some way. Wait a short time. It may take several minutes for the radar to detect that there is no obstruction. The surface of the radar in the grille is clean but the message remains in the display screen. The Pre-Collision Assist system is temporarily disabled. Pre-Collision Assist automatically reactivates a short time after the weather conditions improve. Heavy rain, spray, snow or fog is interfering with the radar signals. The Pre-Collision Assist system is temporarily disabled. Pre-Collision Assist automatically reactivates a short time after the weather conditions improve. Swirling water or snow or ice on the surface of the road may interfere with the radar signals. This is one of the codes in the history of the customers vehicle:C1001:97 - Vision System Camera: Component or System Operation Obstructed or Blocked: CLEAN and INSPECT the windshield in front of the camera, remove any debris or snow or moisture . Network messages can drop out or be missing for a variety of reasons, such as high network traffic on the bus. The IPC incorporates a defined strategy for handling missing network messages based on time. The required time for a network message to be missing differs between the various gauges, indicators and message center displays. The strategy is basically the same for all indication outputs (gauges, indicators or chimes), but differs in the length of time required for the network message to be missing. If a required network message is missing or invalid for less than the programmed length of time, the gauge, indicator or message center display that requires the network message remains at the last commanded state based upon the last network message received. If the messaged input is missing for longer than the programmed length of time, the IPC output (gauge, indicator etc.) reacts according to a pre-defined default action.For example, if the stability-traction control indicator request network message is missing for less than 5 seconds, and the stability-traction control indicator (sliding car icon) was on, the indicator remains in the on state until the next network message is received. If the network message remains missing or invalid for more than 5 seconds, the IPC sets a U-code DTC and the IPC output becomes a default action for the indicator or gauge. The indicator may default on/off or the gauge may default to the rest position.Each indicator or gauge utilizes a different default strategy depending on the nature of the indication. Refer to the diagnostic overview descriptions located before each pinpoint test for further descriptions of the default action specific to each indicator or gauge. If the missing messaged input to the IPC returns at any time, the normal function of the gauge, indicator or message center display resumes.It is very important to understand:where the input originates.all the information necessary in order for a feature to operate.which module(s) receive(s) the input or command message.which module controls the output of the feature.whether the module that receives the input controls the output of the feature, or whether it outputs a message over the communication network to another module. To summarize, according to the manufacture, Mr *******s concern potential are not a failure and is the system operating correctly.  Potentially, the system is operating within the manufacturing specifics, and is not failing.  These systems operate differently when experiencing different external conditions.  When the vehicle was at the dealership and driving in regular conditions, everything was working as designed.  We are unaware of the condition that are present when Mr ******* is experiencing the warning lights.  So we are unaware if these are caused by external factors.  We are open to looking at Mr. *******s vehicle again to confirm if a failure exists. We are open to Mr ******* seeking a second opinion at a different **** facility.    And we are open to appraising Mr *******s vehicle and trying to sell him a replacement vehicle if he chooses.  But at this time, Simmons Rockwell **** believes the vehicle is operating in ****s manufacturing specifications, and working as designed.  

  Customer Answer

  Date: 11/02/2023

  Im sitting here trying to figure out what more i can do to try to explain thos situation.   It feel that i have done something wrong by telling the truth.    I have a sensor that was on before i bought this truck.  To this day has not been fixed by simmons rockwell.   This problem keeps going on with no results from this company.   They have all the legal terminolgy from **** stating would it probably is.  All i have is a sensor that keep going off.    I have know idea what else you need. the company knows its going off its not fixed.  They say its normal when it isnt.  Talked to other dealers they agree with me.   I quess i allready know the outcome of this.   So once again big dealerships get away with screwing there customers because they have a truck guide that says this okay works great.    All i have to say.  Thanks. Sorry wasted your time.  

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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'm attaching a word document with an explanation plus supporting texts and email copies. Also I've since spoken with the bank who told me that had I followed thru with them my payments with the same rate as he quoted me wouldn't been $388 a month. I'm paying $605. She also said the bank never spoke with them until after the deal was finalized

  Business Response

  Date: 09/18/2023

  Customer satisfaction plays a vital role in the success of Simmons-Rockwell. When customers encounter issues or have complaints, it is an opportunity for us to showcase our commitment to their needs and provide a positive resolution. This all starts with our transparent selling system. We use an electronic menu system that optimizes full disclosure to our customers. This system reviews in full detail to every customer all numbers involved. This includes our selling price, trade in values, trade in payoffs, state sales tax, dmv costs, and all available optional protection plans. With this case in question we went through this transparent process. Knowing that we followed this process which is backed by all needed documentation, the only thing that could have broken down is the communication between the two parties. For that we apologize and having received this formal complaint will allow us to only become better in the future. 

• Initial Complaint

  Date:09/11/2023

  Type:Delivery 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 2021 Buick Encore from Simmons and Rockwell a little over a year ago I paid cash and the vehicle has 8,908 miles , in the last 2 months the check engine light has come on and won't go off , I took the vehicle to Simmons and Rockwell in Bath on September 6, 2023 at 1 pm and was told it needed a purge pump and they had no idea when they would get parts, I told the manager in the Jeep dealer there i wanted another vehicle even trade to have a safe one to drive, I was told they had nothing to trade and if they did it would have high miles and no warrenty, this type of treatment is very unacceptable and I want something done .

  Business Response

  Date: 09/12/2023

  Hello, 
               I have talked to the Manager that worked with Mrs. **** when she was at our dealership to consider purchasing a different vehicle.  We appraised Mrs. **** Buick Encore when she was here and we do have vehicles that are for sale at the same price point as the appraised value of the Buick.  I would be happy to go over these different vehicles with Mrs. Notz.  
  
  STEVE M********
  GENERAL MANAGER
  SIMMONS-ROCKWELL BATH
  ************ **** ****

  Customer Answer

  Date: 09/12/2023

  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. 
  
  
  
  Regards,
  
  
  
  **** ****
  

• Initial Complaint

  Date:08/21/2023

  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 brought my car in for repair. Waited 2hours ib the waiting area until they came out said they did the work , which I had not yet approved. It was an AC issue . they said that they could not find the leak but still put in Freon. They charged me 450.00 for that I when i stated that i will leave the car so they could find the leak if i am going to pay that much, they refused this and said I had to wait until it leaked again and pay another 450.00. This car was two years old. They said the AC compressor was no longer under warranty. I argued that if they did not know where the leak was how can they say it was not covered, and I got no response. They told me that I should have been explained that when I called to make the appointment. Ii told them that would have been a little difficult as Ii made the appointment online. Still no response. 

  Business Response

  Date: 08/26/2023

  I was able to find and review the repair order from August’s
  visit just shy of a year ago in September of 2022. The notes from the time of
  the visit show that our technicians did charge his AC system and were unable to
  find a leak. I called August to ask in his opinion of what he thinks we could
  have done better. From my understanding, August felt that the communication, and
  wait time were two major concerns. I asked August if he was still experiencing
  issues 11 months later as we would certainly take another look at the issue. He
  stated that he would not come back as he is not satisfied with our service. We
  would certainly take the opportunity to look at the AC system again at the
  customer’s request. I would also offer to waive the diagnostic fee if he
  decides to return, and visit our service department. 

  Customer Answer

  Date: 08/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards, 
  
  ****** ********