Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2024

  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.

  Bought vehicle 8 months ago. Check engine light came on. I was told I had to take car to a GM dealer to find cause of issue. When mechanic completed inspection the car's turbo, ABS wiring harness, Battery, Front and Rear Brakes, and rear differential were broken/damaged. When I purchased the vehicle I was told there were new brakes.
  
  The warranty company was called. The warranty company claimed there was no coverage. The mechanic stated: "I can't guarantee this vehicle will make it back to your house without failing." I found out the parts of the vehicle were under extended guarantee/warranty. The cost to repair the vehicle was $4,593.
  
  I traded the broken car in and was told by salesman that I would receive a refund for the time I had left on the previous vehicle's warranty. Dealer failed to send paperwork in and warranty office was called. They claimed they could not do anything without paperwork. Due to the mismanagement of the paperwork I have lost $6000 paid down on vehicle plus remaining amount on the warranty.
  
  My car was warrantied under PWI Preferred Warranties. Phone Number **************. Website: ***********************.
  
  Car Dealership: Solid Rock Auto Group. Address: **** ** ** *** ************** *** *****. Phone Number: ************.

  

  Business Response

  Date: 08/05/2024

  So this client had not contacted us for any service work and was apparently having issues with the vehicle so he took it to the local chevrolet dealer. His warranty was in effect if you review the enclosed documents ,we have sent the cancelation form to the warranty company and once they have issued a refund our client will receive  85% of the warranty price as a refund and a 100.00 dollar cancellation fee. The downpayment on the vehicle has nothing to do with his uncovered items and regrettably he did not reach out to us for any assistance and choose to walk away form the car he had purchased that is not our choice nor or obligation to return his down payment. He can contact PWI to confirm they are issuing a refund as well and again once we have received the refund we will gladly issue a check to him.

  Customer Answer

  Date: 08/05/2024

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

  Customer Answer

  Date: 09/09/2024

  [[BBB transcription via duplicate complaint]]

   

  I initially filed a complaint against Solid Rock Auto Group a month or two ago over a car they sold me. Complaint ID: ********. We agreed upon I would receive 85% of the warranty to end the dispute. I have yet to receive my payment. I called the warranty company, PWI Preferred Warranties, two weeks ago for an update and they claim Solid Rock Auto Group sent the incorrect VIN number of the vehicle. They then stated they cannot return my warranty to me until they receive the correct VIN. I am beginning to think Solid Rock Auto Group is trying to prolong to process. Can you please help me finally get my warranty back?

  Customer Answer

  Date: 09/17/2024

  Hello,

  It's been a week, and I was wondering about an update on the updated complaint I sent on 9/9/24. I live on a fixed income and this situation really set me back. Getting back the money we agreed upon would be a great help.

  Thank you

  

  Business Response

  Date: 09/27/2024

  [[BBB transcription via phone call]]

   

  The business has stated the check has been mailed out yesterday. 

  Customer Answer

  Date: 10/03/2024

  I received your message that states the company mailed a check to me. I have yet to receive it. I don't want click that I accept the terms of what the company did and close this case until I receive that check.

  Customer Answer

  Date: 10/04/2024

   I am rejecting this response because: I have yet to receive the check. Once I receive it I will accept their response.
  
  
  
  

  Customer Answer

  Date: 10/14/2024

  [[BBB transcription via email]]

   

  I have still not received the check despite it supposedly being sent to me two weeks ago. 

  Customer Answer

  Date: 10/22/2024

  Hello,

  This is ****** ****** with complaint #********.
  
  I finally received the check Solid Rock Auto Group promised to send me to settle my case. I am satisfied with this outcome. I would like to consider my case now closed.