These days, if you visit the Better Business Bureau web pages for Red Rock Hyundai, Nissan and Kia, you’ll see a red warning at the top of the page like this:
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.”
More discoveries of forged signatures and add-ons
In the mean time, people are continuing to dig out their documents from deals they’ve done with Red Rock and examine them for irregularities. They are continuing to find items that were added to their contracts without their knowledge, and forged signatures on the contracts for these items.
Here’s the latest case of forgeries discovered on a Red Rock Nissan deal from a vehicle purchased in July, 2021.
Two examples of the customer’s real signatures from unrelated documents:
Here are the forged signatures the customer found on several of her Red Rock Nissan documents:
Red Rock Nissan also charged the customer $119 for something called “Worry Free Gas.”
The customer never got any gas.
Red Rock Nissan also charged the customer $3,495 for an extended warranty the financial manager had assured her would be free. At the time of the sale, the financial manager said her credit score was “so good” that “you will get a 10 year bumper-to-bumper warranty for free!” It wasn’t until after the customer contacted her lender and obtained all the documents from her sale that she saw the “free” bumper to bumper warranty she had been promised had actually cost her $3,495.