Complaints

This profile includes complaints for Rogers Motors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rogers Motors, Inc.

  2203 16th Ave Lewiston, ID 83501-3519

• 

  Rogers Motors, Inc.

  PO Box 1206 Lewiston, ID 83501-1206

• 

  Rogers Subaru

  1720 21st St Lewiston, ID 83501-3586

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:12/13/2024

  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.

  I had a problem with the automatic hatch lift for my 2021 Toyota Highlander, from date it was purchased. I called attention to it at the service department, four times while the car was under warranty. First time I was told it was a user problem. The other times I was told there was no problem. There have to be one or perhaps two service tickets for this issue. The problem was intermittent. Finally, after the warranty was over the power struts failed completely. I had it fixed at another shop recently (Invoice is attached). I feel since my complaints were ignored several times, Rogers Toyota should pay for the repair: $1068.67. Incidentally, when my shop ordered the parts, 2500 of them were back ordered. Surely Rogers Toyota should have suspected there was a problem.Thank you, sincerely, for the work you are doing. I mean this regardless of the outcome.

  Business Response

  Date: 12/17/2024

  The customer purchased this vehicle in 2021. They visited our dealership for several services but never requested an appointment to have this concern diagnosed.
  
  The customer brought the vehicle in as follows:
  11/17/21 - 5k Service
  04/27/22 - 10k service
  11/2/22 - 15k service
  02/28/23 - 20k service
  10/31/23 - 25k service and air conditioning diagnosis
  03/22/24 - Air conditioning repair
  
  When concerns are brought to our attention our service advisors always recommend the customer schedule an appointment for diagnosis. If it was a common concern or failure, the manufacturer would cover it. We reviewed and found no open recall or Toyota Service Bulletin for rear hatch concerns.
  
  If the customer had a history of documented appointments to address the concern and followed up with us, we could have potentially asked Toyota for help on a Goodwill basis. As the customer never scheduled an appointment for concern, there was no open recall, and it has been fixed elsewhere, we are unable to provide any financial assistance.
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22684557
  
  I am rejecting this response because:

  I did bring my concern to their attention. Four times !  It is possible that there may not have been a specific ticket for this diagnosis, (although I believe there probably is). The reason there might not have been a ticket for this problem specifically is I know I raised the issue when it was in for routine service. Nevertheless I did raise the issue multiple times. Granted the problem was intermittent, but the response was something like "well we could run it up and down and it works just fine."  It is pretty clear to me that they did not look at it very hard, because I know it would fail to work intermittently.

  So yes, I am not satisfied. They played the same game with another vehicle of ours, (different vehicle and different issue) for which I did not bring a complaint, not knowing how I might be reimbursed, but I believe I will file a separate complete for this as well (not requesting any compensation)  as the consumer really should be alerted to this general issue, that is that customer complaints are being blown off.

  Thanks for listening!

   

  
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 01/15/2025

  Thank you for allowing me to continue my claim.
   
  To reiterate, Ive encountered problems with the struts that close and open the tailgate. This was an intermittent problemdenied to be a problem by Rogers Toyota, and the failure finally became regular enough (about 50% of the time) after the warranty expired.
   
  I called attention to the issue when I had the car serviced. (I did not make a separate call to them to schedule for this issue). Those dates (that I mentioned the issue) were 3/22/24, 10/31/23 and 2/28/23. I also talked about the problem right when I purchased the car, which would have been close to 7/14/21, or probably a week or two thereafter.
   
  I can grant that they looked at the tailgate and may have found nothing wrong, this being an intermittent problem. I was specifically told that I had to wait for it to fail completely before they would fix it. I take issue with this and believe my experience (Im not lying to them) should have been reason enough to effect a repair. Obviously the struts are an issuewhen my shop ordered the parts for the fix, 2500 of them were back ordered.
   
  Thank you for the opportunity,
   
  Sincerely,
   
  **** ****

  Business Response

  Date: 02/12/2025

  On 2/5/25 Toyota the manufacturer, Toyota, reviewed this guests request for reimbursement by reviewing the repair, service history, and ownership history. His request for reimbursement was declined because the work was performed at an independent repair facility rather than a Toyota dealership.However, in the interest of customer satisfaction, they offered to extend a vehicle service contract good for 7 years/75K from the date of first use to give peace of mind.
  Rogers Toyotas General Manager called and reviewed this option with the customer. He elected to proceed with the ******/*********** VSA being offered. We also offered to take care of his next couple of maintenances at the dealer level, so that we can move forward and reaffirm our relationship and his relationship with Toyota positively.

  Customer Answer

  Date: 02/12/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dates range over a 5 week period, from July 11 to August *******. The first charge was for diagnosis, which they said they found nothing wrong. Clearly my ac is not working properly. Drive back the 2 1/2 hour drive, to have them look again, which they claimed I need a new air module. Paid the bill went home and the same problem exsisted. So I paid for a part, I did not need. I talked to *******, the service agent about the next part they put in. If it doesnt fox the issue, why should I pay for it? They put in 3 more parts including, a 36 way wire system. I paid almost $2000 and now my car is worse than before. The first time I brought my car home, my battery was completely dead. I drove off the lot after paying my bill and 4 parts, give weeks later, with my ac doing the same thing and now my windshield wipers wont go on at all. And, the day after bringing my car home, my battery was dead again. I have called my credit card company to reverse all charges, as I would want all my old parts put back in, as my car worked better before I took it in. Who else are they doing to this? Claiming I need a part that I clearly do not!!! Showing no proof that the part was needed. Not to mention, waiting an extremely long period of time, for the part to come in. Worst service Ive ever had. What else have they done to my car that I dont know about yet? And is it even safe to drive?

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a 2009 Ram 1500 almost a year ago from Rogers Dealership and the back window has a seal leak in it and the motor for it is broken. I was told that they would have it fixed at no cost to me. It has been 7 months and they still have not fixed my window. I keep getting in touch with them and they keep stating that someone in will be in touch with me. But I never received a call or email from anyone on when I can bring my truck in to be fixed.

  Business Response

  Date: 03/13/2024

  We had the consumer in on 9/13/23 to diagnose the issue and found it would need to be replaced at a glass shop. We told ****************** we would repair the rear window at no cost to him and set an appointment with Mr. ********** to get it repaired. We have had it in one time since then with no notice on the work order of a rear window leak rather a starting issue. We are still willing to honor the repair but it seems as though there may have been a communication error. 

  Business Response

  Date: 03/13/2024

  It seems as though there was a communication error as to getting the rear window fixed. After diagnosing the issue we set an appointment to get the vehicle repaired at a local glass shop but seems as though it never made it. Please feel free to reach out on my direct line ************ to get that window repaired! 

  Regards,

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

  Service Manager

  Rogers Dodge

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I have the best warranty money can buy for my 2021 Toyota Tacoma. I specifically requested it so I wouldn't be surprised by service costs when seeking maintenance. The last two times I have been in for service, the service tech has talked about some fluids that need to be refilled, at the cost of about $1000. During the first incident I was told the fluids were optional and I opted not to get them. During the second incident I was told the fluids were optional, but if I choose not to get them filled and my vehicle subsequently breaks down, the warranty is void. This does not sound optional to me. I feel this is a shady business practice.

  Business Response

  Date: 08/02/2023

  Customer purchased platinum warranty that covers mechanical breakdown.  This complaint is regarding preventive maintenance that was recommended due to us living in a severe climate area.  ***** services are optional and recommended based in the customer's best interest to take care of their vehicle at the highest level to maintain reliability.  Customer has a basic maintenance plan that covers tire rotations and oil changes, but any other recommended services would be her responsibility.  Our Service Advisors job is to inform our customers what their car is due for, based on time and mileage and what the customer does with the information is totally up to them.  It appears there is a misunderstanding of her coverage of what is covered and what is additional.  We left a message to go into more detail as to what is and what isn't covered for her.

  Customer Answer

  Date: 08/09/2023

  For some reason (even though they have my cell phone number available to them and this is their usual method of contacting me), they called my work number and left a message for me there last week. I have been out of the office since they left the message and only today received it. I called them back and left a message with the Customer Relations Manager, *********************** (just this morning). Now that I've made contact with them, I expect the matter to be resolved, but at this time it is not resolved. 

  Business Response

  Date: 08/17/2023

  I received this notification from BBB dated Monday, August 14th, 2023 at 8:58pm.  As stated by customer on 8/2/2023 I left a message unknowingly on her work phone to give us a call, rather than her cell, to which I apologize.  To back up a bit, on 8/9/2023 we got the response back from BBB stating the complaint has been closed as BBB did not hear back from customer.  Also on 8/9/2023 checking my phone messages, customer left a message for me *******, which must have been our requested returned call.  At about 3pm that day (8/9/2023) Svc Mgr **** & I returned her call again and left another message on customer cell phone to call us back. A little phone tag going on.  Then the next day, on Thursday, August 10, 2023, customer purchased a new Tundra and traded in her Tacoma with **, so I believe that the matter is resolved with the purchase of a new vehicle.  Thinking communication was a bit delayed because time for BBB's response and phone tag. 

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  *********************** the person at the desk lied about price matching padded out my bill by $717.64 saying they were customer requested when I repeatedly asked only for the ****** mile service on my 2016 Prius.I tried to reach out to the manager over email and I got the run around and have yet to get any help.I have been charged the full amount but $700.00 dollars was my budget buffer for the year and my wife and I live on a fixed income.

  Business Response

  Date: 03/28/2023

  On the original repair order it clearly states the price of the service that ************** agreed to.  To confirm this, he did sign for it on both copies of the Repair Order.  On reception, Advisors goes for over service maintenance and pricing and get customer's signature to make sure they are on board.

  Svc Mgr attempted twice to call customer and left messages both times for a returned call.  Svc Mgr also sent an email, to which *************************** replied telling ** that he was going to contact the BBB; Svc Mgr then texted him to try to resolve and upon thise BBB, another call was made to customer and went to voice mail again.  3 voice mail attempts left and no returned calls. 
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19853448
  
  I am rejecting this response because:
  
  Again they lied.

  they left two messages and they left out the fact that they texted and I told them email only because after their sales person lied and talked over to me and didnt listen to me

  they show that its in their business culture by ignoring me and not listening and lying I told them exactly what I expect in the two emails they have refused to reply to  so if they really cared about making it right they would fallow through with refunding the $717.64 *********************** ****** me on by being a liar and a cheat who doesnt listen when the costumer tells them Repeatedly that all I wanted was the ***** mile also it you

  look at their yelp half there reviews are people who got ****** over they are disingenuous liars who only care about money 

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