BBB has “conducted a file review and found that this company has a pattern of complaints alleging contract issues and customer service issues. Specifically, consumers have alleged contract issues with requests to remove items from their contract. Issues with receiving inconsistent information for vehicle repairs. And receiving delayed responses for assistance and complaints.”
The warning continues,
“On February 1, 2023, BBB submitted a written request to the company encouraging them to address the complaints. The business has responded to complaints that were included with the complaint pattern. The business has responded to the pattern of complaint, and the following is a summary of the action they agreed to take:
1. The GM of the store will personally reply to all reviews. And the GM will reach out to consumers with negative reviews to help resolve it. And the GM will use the information for internal training.
2. They have signed up with Dealerlogix. This program is for service customers to receive a digital Multi Point Inspection which will allow the consumer to review all suggested repairs and maintenance. Which may include pictures and videos. [NOTE: DealerLogix website says the purpose of its service is to “Drive more revenue” and “Boost dealership profitability.”]
3. Their website will contain a link to contact the owner via his cell number and/or email address.
4. The Service Manager will hold trainings for customer service.
5. Hired a Corporate Compliance Director. [NOTE: Red Rock’s new “Corporate Compliance Director” is Dale Sundeen, who was formerly the Colorado Department of Revenue Officer who was investigating Red Rock.]
6. BBB complaints will be directed to the GM and Owner.”