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

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  Simmons-Rockwell

  7329 State Route 54 Bath, NY 14810

  
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  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:08/13/2023

  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.

  Purchased **** June 2, 2023
  Called July 5th service Dept for noise on vehicle they said they couldn’t get it in until end of August.
  I found a mechanics to do the work $1200 I paid out of pocket and it still needs brakes and rotors.
  Simmons sent me a check for $586.
  The mechanic told me that vehicle should have NEVER passed inspection. I still have to take my **** in for brakes and rotors. Please see attached of receipt. I think they should foot the whole bill and the bill im about to get for brakes and rotors. It should have never passed inspection, the shocks were broke and close to brake line. Sounds like a lawsuit. This is the third vehicle I bought from them and have never had an issue until now. I’m disappointed and want my money for the things I got fixed that I shouldn’t have paid for.

  Business Response

  Date: 08/25/2023

  Here at Simmons Rockwell our customers satisfaction and
  safety are our top priorities. We have all of our used vehicles checked out and
  NYS inspected before they are sold and delivered to our customers. This was
  also the case with **** purchased in June by ******** *******. We stand behind
  all of the vehicles we sell, and employ several experienced vehicle service
  technicians to repair things that may potentially brake or malfunction. We
  always prefer to have our trusted technicians diagnose and repair our customers
  concerns. Unfortunately in this case ******** took the vehicle to an outside mechanic
  in which I had no control of the cost. After speaking to ******** and
  explaining this we agreed to a payment of $586. Which I promptly sent to her. I
  understand she chose to have a different facility check it out however without
  checking with us first, I had no control what the other facility would charge.
  If we would have had an opportunity to have one of our facilities diagnose and
  repair her vehicle, I am sure we could have saved her the expense. Since the
  cost of the repair at the outside facility was out of my control, and the
  suggested time frame for my next appointment was out of her control, we settled
  on the $586. We are happy to look at her brakes if she is still having an
  issue. 

  Customer Answer

  Date: 08/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The manger never called to discuss the cost they were going to cover. He left me a voicemail stating he needed my address to send the check. I called him back and left my address. He never called me back to confirm. I do NOT trust your technicians since the springs in the front were broke and the back springs were leaking. The brakes and rotors still need to be replaced, I did not have financial needs to replace them, so I stopped driving the vehicle. This **** should have NEVER passed inspection. When I called to get into the garage in Big Flats and Bath, they couldn’t get it in til the end of August. I called beginning of July. They not only put my life at risk but my family as well. I do not trust your technicians to fix my brakes and rotors that still need to be fixed. Honestly it should have never passed inspection. You should have your inspection license revoked. This is the first time I have ever had an issue with Simmons. I’m just very disappointed  
  Regards, 
  
  ******** *******

  Business Response

  Date: 09/01/2023

  I personally spoke to ******** about the cost I would be
  willing to cover before the check was issued. I have access to multiple
  inspection stations in the area as well as my own service department. All of which
  I am happy to have address the concerns she is still having. I would suggest
  this option to avoid being overcharged again by an outside repair facility. I
  am confident my technicians can fix any issue she is still having with her brakes.
  We successfully repair many makes of vehicles everyday. I would ask for the
  opportunity to diagnose and repair her brake concern. I will make sure she can
  get in promptly.

  Customer Answer

  Date: 09/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  He NEVER discussed the cost they were going to cover. He called and left a message on my voicemail for a mailing address I returned his call and left my mailing address. (This is the second time I am repeating this in my complaint)  I already got my brakes and rotors replaced it’s fine because now I have enough evidence I’m going to be filing a lawsuit now. If you read the first receipt by the mechanic about the front shocks rubbing on the brake line, it shouldn’t have passed inspection. So, no I will take anything to Simmons to be fixed nor will I ever buy another vehicle from you guys. I can’t believe you couldn’t even cover half of the last bill. Now I just paid another $650 for brakes and rotors. I’m disappointed in this whole experience and I am the type of person who NEVER complains. If I would hope to see a reimbursement for the brakes and rotors. 
  
  Regards, 
  
  ******** *******

  Business Response

  Date: 09/05/2023

  After some confusion on the expected resolution of the previous complaints, a review of the prior complaints and responses along with a review of our internal repair orders. The vehicle that ******** purchased did indeed pass NYS inspection prior to her taking delivery. As I understand it the check for $584.42 was issued as a resolution to the failed shocks that we did not get an opportunity to diagnose and repair because of a timing issue causing ******** to take her vehicle to an outside repair facility. As I mentioned in my first response we would have no control as to what they may charge.  Our offer to pay half of that bill to my understanding was to resolve that issue. The outstanding issue that we are trying to resolve is the fact that another outside repair facility has diagnosed the brakes on her **** as needed to be replaced. As I understand it, ******** has already paid $650 to have this repair done and is now requesting that we pay half of that bill as a resolution. I just want to be clear that this is indeed the case?  Thank You

  Customer Answer

  Date: 09/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Yes Simmons Rockwell will be paying half for the brakes and rotors repair. 
  
  Regards, 
  
  ******** *******

• Initial Complaint

  Date:05/08/2023

  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.

  After being approved for an auto loan through ****** Financial, ******* ********** and ****** ****** was contacted by phone and told to come into the Simmons-Rockwell Buick GMC to go over the paperwork. ******* ********** and ****** ****** Sat down with a salesman Shawn M******. The Salesman demanded a $3000 down payment from us. We informed the Salesman that we did not have the $3000 down payment and he told us that we could not have the car we were already approved of.
  Down payments are NOT required in Consumer Credit Transactions.
  15 U.S. Code § 1662 - Advertising of down payments and installments
  No advertisement to aid, promote, or assist directly or indirectly any extension of consumer credit may state
  (2) that a specified downpayment is required in connection with any extension of consumer credit, unless the creditor usually and customarily arranges down payments in that amount.
  
  
  Making a determination that a $3000 down payment is required to complete the purchase of the vehicle is in violation of 15 U.S. Code § 1605 for the fact that it is an additional charge making it optional and not mandatory. Every charge that is mandatory is coverved by the finance charge as stated:
  
  15 U.S. Code § 1605(a) - Determination of finance charge “Finance charge” defined
  Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction.
  
  12 CFR § 1026.4 - Finance charge.
  (a) Definition. The finance charge is the cost of consumer credit as a dollar amount. It includes any charge payable directly or indirectly by the consumer and imposed directly or indirectly by the creditor as an incident to or a condition of the extension of credit. It does not include any charge of a type payable in a comparable CASH transaction.
  
  The down payment goes to the dealership not the lender.
  
  Legally, car dealerships can ask for a down payment. However, down payments are not mandatory.
  
  Mandatory means required by a law
  
  There is NO law that mandates a down payment.
  
  It is NOT something a consumer must do to complete the purchase.
  
  The down payment only affects the APR.
  
  We are already approved for the loan so we should not be denied the vehicle because we did not have a down payment to give to the dealership that is not mandatory.
  
  Considering a down payment is not mandatory then there should be no consequence (not being able to take my vehicle) contingent on me not giving one.
  
  I would like to come get my vehicle tomorrow afternoon without a problem.

  Business Response

  Date: 05/11/2023

  At Simmons Rockwell we take great pride in being a full disclosure operation. Our customer’s privacy and security is our number one priority. We did help Mr. ****** secure financing through **** Bank. The approval was structured with a $3000 down payment. The $3000 down payment was initially discussed and agreed upon between the salesman “Shawn M******” and Mr. ******. When Mr. ****** arrived to complete the deal he did not have the $3000 down payment previously discussed. Without the $3000 down the loan did not meet the lenders approval guidelines. I invited Mr. ****** to come back in and we would try to restructure the car deal with the lender or try another vehicle. It would be our pleasure to have Mr. ****** as a customer. We look forward to earning his business in the future.
  
  

• Initial Complaint

  Date:04/09/2023

  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.

  On Sat March 11th I stopped to look at cars in the ******* ****** . Sales man Logan worked with me to find a car I was interested in . On the 18th we found a 2021 *****. After a test drive we decided to take it . After some paperwork, I took to my credit union on Monday the 20th. Took my check over on the 22nd was told the title wasn't back yet . Checked every day and nothing was told it would be back this week still nothing . Asked to see if they could do anything in a compensation for the wait was told no it's not the fault !! It's the DMV . No they should have never sold the car to me knowing this issue . Josh sales mgr told me it could take up to 2 to 3 weeks . Finally I called on April 6th I called the title dept and it was there. They said it would be ready ,got there waited over 2 hours then the car came out dirty inside had them do it again and it was still a mess . Spent a day cleaning inside and out. I feel they should give me some kind of compensation for the time and mess they made !! It's there fault for selling me a car without a title in had and made me wait over 2 weeks to get . There moto should be S&R shady and rotten !! I have bought over 7 cars from there and will never do it again . For there salesmen and mgr they are at fault not the DMV !!!!

  Business Response

  Date: 04/20/2023

  There are a lot of true statements in Mr. ********* description.  He was looking for a very specific vehicle and features.  We didn't have the exact car available at a price that he was looking to spend.  When we took a vehicle in trade that satisfied his needs, our salesman was very excited to tell him about it and offer him first opportunity to purchase.  Mr ******* is correct that he looked at the vehicle, decided he wanted to purchase it when it is available, and was prepared to do so.  At that time, the salesman and Finance team did not do a good job informing Mr ******* of how long this could take.  Instead, they gave him estimates that they had no control over.  At the dealership, we have to have clear title before we can sell the vehicle.  These processes can take extended times, but our staff underestimate that time, and in doing so, gave Mr ******* false promises.  We should have explained what had to happen, that these processes to clear a title sometime take extend times, and we have seen it take months in the past.   Also, there is no excuse for Mr ******** vehicle not being properly cleaned for delivery when he picked it up.  We had plenty of time to have it be ready for delivery.  I have tried to reach out to Mr *******, and have not heard back from him yet.  I will continue to try to take.  I would love to offer a full detail cleaning for him, so the vehicle is the way it should have been.  Please feel free to reach out to Roger P**** the General Manager of the ******* location to set things up.

• Initial Complaint

  Date:12/05/2022

  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.

  I had gone in and purchased a 2022 **** ****** and they had forgot to have me sign the purchase contract with the bank. So then after a few text messages and phones calls from employees of the dealership. Which purchase was on 4/22/2022 . I got a letter on July 18, 2022 I believe starting I have a loan now… I asked for copies of paperwork from dealership did not get. Got one from five star bank.. that is a forged signature of mine. The local sheriffs dept won’t touch it. The lady at **** **** bank ******* ****** has threaded to repo my vehicle and everything.

  Business Response

  Date: 12/08/2022

  Customer satisfaction is a top priority at Simmons Rockwell.  Mrs. ******* purchase a ****** from our dealership on April 22nd.  On that day, Mrs. ******* signed all of her paperwork with our sales and finance team, including her bank contract.  The bank (* **** ****) reached out to the dealership during the funding process to offer an additional discount to lower the contract rates and payments.  We contact Mrs. ******* with the good news, and to get a new contract signed.  She refused.  We informed that bank that she refused.  They funded the original contract to the dealership and sent Mrs. ******* a concession letter lowering her rate and payments.  At the dealership, we have provided Mrs. ******* paperwork on her request.  We will be glad to do it again if she reaches out to us.  We have responded to her multiple requests.  We have answered all these questions for the sheriff's department, who told the dealership that they found no issues with our process.  If Mrs. ******* needs any future assistance, we are more than willing to attempt to satisfy her.  But no one at our dealership has signed her name on any paperwork.  Mrs. ******* purchased a vehicle and signed everything herself.