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Rohrich Lexus

Phone: (412) 344-5800 Fax: (412) 344-2910 2115 West Liberty Avenue, Pittsburgh, PA 15226

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Description

This company offers new and used automobiles.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rohrich Lexus 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 Rohrich Lexus include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 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

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 4

Additional Information

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BBB file opened: July 15, 2003 Business started: 01/01/1921
Licensing

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:

Pennsylvania Department of State
206 North Office Building, Harrisburg PA 17120-0029
http://www.dos.state.pa.us/portal/server.pt/community/licensing/12483
Phone Number: 717-787-8503
RA-BPOA@pa.gov

Pennsylvania Vehicle Emissions Inspection and Maintenance Program
1101 S. Front Street, Harrisburg PA 17104
http://www.drivecleanpa.state.pa.us
Phone Number: 800-265-0921
Drivecleanpa@state.pa.us

Type of Entity

Corporation

Business Management
Mr. David Rohrich, President
Contact Information
Principal: Mr. David Rohrich, President
Business Category

AUTO DEALERS - NEW CARS AUTO DEALERS - USED CARS TIRE DEALERS ALTERNATORS & GENERATORS-AUTO REPAIR AUTO BODY REPAIR & PAINTING AUTO DIAGNOSTIC SERVICE AUTO ELECTRIC SERVICE AUTO INSPECTION STATIONS AUTO REPAIR & SERVICE BRAKE SERVICE AUTO OIL CHANGE & LUBRICATION SERVICE MUFFLERS & EXHAUST SYSTEMS RADIATORS - AUTO TRANSMISSIONS - AUTO AUTO REPAIR - WINDSHIELD, GLASS SHOPS


Additional Locations

  • 2115 West Liberty Avenue

    Pittsburgh, PA 15226 (412) 344-5800

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint involves false statements made by both sales and service and poor quality of work once "completed" First I was told to my face and later in an email of a specific issues that if I had to bring in my certified (certified meaning I had to pay extra for the benefits) Lexus ES350 that I would get a loaner car. I was told many times that this was something that was included in certified. The Service dept has refused and will not allow it for a service such as an oil change which takes almost all day for them to do. The service dept went as far as to say that they don't always get to the vehicle the same day even when making an appointment so I may have to leave the vehicle. I bought the vehicle in December 2012 and have brought it in for repair one time due to a door handle that was broke when I bought it. The quality of the work was horrendous and the handle still isn't 100 percent. With the poor attitude and arguments with the sales people I don't feel comfortable even trying to straighten this out directly with the dealership. I did try to contact Lexus and they said they can not help because all dealers are franchise and they create their own policys

Desired Settlement: I want the web site changed to reflect the real policy. I want the service people trained to treat people with respect and dignity. I want them to put it in writing that no mater what a sales person states or what the service people or website states that if there is a difference and conflict its in writing. I want the ability to arbitrate and be compensated for false statements and be compensated. There seems to be confusion as well as what voids warranty because one person stated if I don't

Business Response:

Dear BBB,

My Name is ****** ********** the General Manager at Rohrich Lexus.  Immediately after reviewing the complaint I was able to contact Robert about his experiences with us.  We have I believe cleared things up.  We look to build on a positive service relationship from this point forward.  Customer has agreed to return to service for 2 complementary oil services and tires rotations and a loaner will be provided as is part of the Rohrich Lexus Certification program.  All we ask is for ample appointment notice to assure a service loaner will be available.

If you have any further questions feel free to contact me at anytime.

Thank You,

****** **********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sunday the 23rd a. I first noticed my remote did not work and the fog lights and fan motor would not shut offb. Master switch for windows did not work but each window switch didc. Battery died. *** was able to jump itd. Drove it to local mechanic2. Tuesday the 24th-Local mechanic said there was an electrical problema. Tried replacing a relay but did not correct the problemb. Said the master switch probably needed to be replacedc. Suggested I take it to the Lexus dealer as he does not have a lot of experience with these types of electrical problems3. Wednesday the 25th we took the car to the Lexus Dealer 4. Thursday the 26th they said they were working on it and they had never seen this problem, could not figure it out and were talking to the factoryblah, blah.5. Friday the 27th they were still working on it, checking the programming, blah, blah. They fried my battery in the process of trying to figure out the problem because the fan and fog lights kept draining the battery. Told me I had to buy a Lexus private label battery for $165 (Have never paid more than $100 for a battery). Said it was the only way they could continue so I said yes.6. Monday July 1st they said they found the problem: They said the electrical problem was caused by two wires under the passenger seat that had come lose and disconnected. Then also told me that either my stereo or amplifier was not working and may have to be replaced for at least $650 for the stereo plus installation and would take a week to 10 days to get it. When I pushed him for how much all this was going to cost he went into a long story about all the hours they put in for 5 minutes and said they gave me a big break by only charging me $950 total for the battery and labor to identify the problem.

Desired Settlement: I want a new radio installed at no charge since they fried the old one. When it was dropped off the radio was working fine!! They were told to disconnect the battery so as not to run it down. Contacted corporate!

Business Response:

In regards to case *******,I have spoke with the Manufacturer and they have offered a $500 service credit to Mr. ********, and we at the dealership are offering the remainder. I am under the impression that this is resolved, if you have any questions, please feel free to contact me directly.

******* ***** Service Manager Rohrich Lexus************** ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2013 Problems with Product/Service
5/17/2012 Problems with Product/Service
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