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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that ROGER WILLIAMS AUTO MALL meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for ROGER WILLIAMS AUTO MALL include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78761
Phone Number: (888) 368-4689
Fax Number: (512) 302-2162
Type of Entity
AUTO DEALERS-NEW CARS
Industry TipsAutomobile sales
1015 Fort Worth Hwy
Weatherford, TX 76086 Directions
PO Box 1382
Fort Worth, TX 76101
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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|11/18/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: On 12/02/2011 I took my Jeep Liberty 2004 to perform a routine Tune Up service, break repair and also requested to inspect a burnt smell in the engine. Later I picked up the car and the technician told me that he did not detect anything related to the burnt smell and no leaks were found. (as it is stated in the Invoice CHCS208333). The burnt smell continued and the next day my wife noticed the car was leaking oil since she keeps my garage clean all the time. I monitored the leaking for a few days and it continued. On 01/04/2012 I took my car to Roger Williams and reported the leaking. They took my car into the shop for inspection and after a few minutes the technician told me that my car was leaking from the rack & pinions and gave me an estimate of $1,377 dollars for the repair. He also told me that the motor hood was not working properly and told me that it would cost $144.00 dollars for the repair. I was very upset and worried about this situation since my car was not leaking at all before the service and the motor hood was working normally too. More upset I was since my car was repaired already on a rack and pinions problem on 3/29/09 and with a recurrence that made me to return the car after a month. It cost $1,354.95 as stated on Invoice CHCS163837. I was very suspicious since the car stopped leaking after 01/04/12, so obviously they did something. I had already bad experiences with Roger Williams Service since had to take my car 3 times to repair the same window on 3/5/08, 10/15/09 and on 06/01/11. (I have all invoices to prove this fact). On 02/04/12 I took the car to another Jeep Dealer (Meador) in Fort Worth and make the technician to inspect the burnt smell and they did detect and fix the problem as showing in Invoice CHCS68311. I also made the motor hood repaired for $145.42 dollars. The technician told me the burnt smell problem could caught fire at any time. My primary complaint is to report the bad service received by Roger Williams by not detecting the burnt smell that put my life in danger and by diagnosing an inexistent and costly repair related to the rack and pinions. Obviously I never will take my car again to Roger Williams. My second complaint is to request the reimbursement of the money I spent to repair the motor hood that was working normally before I took the car to Roger Williams, this is $145.42 dollars.
Desired Settlement: Pay for the damage they caused to the motor hood.
We have reviewed Mr. ****'s complaint and his request for a reimbursement
in the amount of $145.42 for repairs to his hood on his 2004 Jeep Liberty.
We certainly apologize for any inconvenience Mr. **** encountered with our
Under separate cover, we are sending Mr. **** a check for $145.42 as per his
request to the address listed above.
Roger Williams Automall
In summary my primary complaint is that they missed a diagnostic on my burning smell problem that would put in danger my life
and secondly they gave me a bad diagnostic on a rack and pinion problem that woul cost me $1,500 dollars in vain.
They paid me a repair of a motor hood that they caused and not mention nor apology about the primary complaint.
1) Invoice where they state that not problem was found on a burning smell (see 2nd page)
2) Quotation indicating a inexisting problem on the Rack and pinion
We answered the above original complaint on 03/27/12. We apologized for any
inconvenience Mr. **** felt he encountered with our Dealership. We sent him a
check for $145.42 that he "specifically" stated that he wanted as the "desired settlement."
We did everything he asked.
His latest response was looked at as of the above date that we received it.
We ARE NOT going to do anything else for Mr. ****.
I have reviewed the response made by the business in reference to complaint ID 8973188, and find that this resolution is not enough to me but I am accepting it. I want to mention that some dealers still do not understand that when a customer adquires a Jeep vehicle expects a hight quality response when a service is needed and should not be taken it lightly.