ComplaintsforBob Rohrman Auto Group

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from *************** of ********. The next day the check engine light came on & vehicle wasn't driving well. I took vehicle back to let dealership know about issues & that I no longer wanted the car want my money back as I didn't feel safe & that it was a rip off to be sold a bad vehicle. The staff has been nothing but rude, disrespectful as to not wanting to acknowledge that they sold me a bad vehicle.i have canceled with finance company & have returned the Vehicle to the dealership. I was also overcharged for a used 2017 dodge journey which I was also ripped off

  

  Business response

  11/27/2023

  Hello, 

  This issue has been resolved. The vehicle was taken back. 

  Thank you, 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 Tucson SEL from Rohrman Auto Group in Lafayette, IndianaIt had a major drive train failure from the factory This is Failure #1 and should have been caught at the factory upon inspections I did not want to buy a vehicle from Rohrman that had a problem This is Failure #2 as the dealer admitted that they should have caught this defect in their inspections before they sold it It took me over a week to get the dealer interested in the problem. I do not want this defective car. This is Failure #3 as the dealer has pushed the resolution of this problem on me and is generally unresponsive to my direct, clear, and respectful requests I made a case with ************************ (Case # ********* requesting the same. This is Failure #4 as the customer service system seems to be broken, and left me stuck between a staff turnover problem there I do not want this car, but instead want it replaced with a defect-free 2023 ******* Tucson in the same color that I purchased.

  

  Business response

  05/05/2023

  We have resolved this issue with the customer. A new vehicle was placed in his possession to replace the problem vehicle. 

  Thanks 

  Customer response

  05/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had repairs to my 2012 ****** Corolla at *** Rohrman ****** in Lafayette. The customer service person and the cashier discouraged me from using a credit card for the payment ($2535.31) because the credit card company "would charge me 3%." When I explained that I didn't think that was true and that the credit card company would charge Bob Rohrman Auto Group 3%, the merchant, NOT me, the customer, I was told the employees were just doing what they were told. These employees, by the way, did an excellent job of customer service and should not in any way be reprimanded. I asked them to run my credit card and was told it would charge me approximately $76 more than the services provided by Rohrman. I was not shown a receipt and the cashier "was only doing what she was told to do." I ended up using my debit card because, fortunately, I had enough of a balance in my checking account. There are signs everywhere in Rohrman dealerships that say "Your credit card company will charge 3%.. We encourage you to use another form of payment." This sign is a misrepresentation of the truth. What the signs SHOULD say is "Your credit card company will charge Bob Rohrman Auto Group 3% if you choose to use a credit card for payment. We don't want the extra charge. We want you to help ** to avoid these charges by using another form of payment such as check or debit card." Sorry, *** Rohrman, this is a cost of doing business (the credit card charge to the merchant). Many, many people can't afford an unexpected $2,500 expense for their only form of transportation and the ONLY way they can pay is through a credit card. I believe if I HAD used my credit card, I WOULD NOT have been charged $76 (my credit card company confirmed this) as the salesperson and cashier implied. This is a ploy used by Bob Rohrman Auto Group, one of the largest privately owned dealerships in *****************, to avoid paying credit card usage fees.

  

  Business response

  05/08/2023

  Hello, 

  There is no fowl play going on as the customer states. Our merchant surplus agreement is a charge that is directed towards the customer. We have signs all over our stores / ******** displaying this information so it doesn't catch customers by surprise. This isn't a "Ploy" as the customer states. 

   

  Thanks, 

  Luke Rohrman

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a LoJack subscription from a ************** dealership. Initially they forgot to register the device. It then transpired that the device was never actually fitted. I have been sold a service that doesnt, and can never, work. The dealership are solely at fault. They have yet to issue me a refund.

  

  Business response

  11/21/2022

  I have forwarded this on to our ******** director team. This purchase was for a store in ********. 

  Thanks, 

   

  Luke Rohrman

• Initial Complaint

  07/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My kids which has just over ****** miles would die when I was driving it. I called and made an appointment for 5/19/21. We were given a text line so we could text questions and they would give us updates. I was going on vacation 5/28/21. So when I had not heard back I text to make sure I would have my car for vacation. They never responded to my texts. On vacation I received a message the car was ready to pick up. They originally thought it was the transmission. When I called they said it was the the choke something. When I got back from vacation I found out it was a sensor they replaced and they never consulted me. I drive my car home and it contained to did while I would be driving it. I took my car back. They said I had to replace the electrical because nothing was reading wrong. The wiring was replaced. Then they did diagnostic came back with a bad sensor that cost *******. I recurved a text last Tuesday my cat was ready to pick up. Shortly after that I got another text that

  

  Business response

  08/11/2021

  Diagnosing an intermittent issue, that isn't making the vehicle read a malfunction can be difficult to diagnose.  We have had our technicians try multiple remedies to resolve the issue. We have created a Tech line case with *** and requested a Field Rep to come examine the vehicle.  To get the vehicle to act up we have taken it out multiple times for hours on end to get it to act up.  While we have had the car here for some time, we have also spent a lot of time on this vehicle to troubleshoot the issue.  We have replaced multiple sensors, the **** run fuel pressure tests, ran test to bypass ignition systems, and so fourth to try to rule out systems that could cause the vehicle to shut down.  As we have been ruling out things that could be causing the issue, we anticipate a resolution to be sooner rather than later.  We appreciate the customers patience, and apologize about the length of time the repair is taking.  

• Initial Complaint

  07/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 29, 2020, we were contacted by the ************** where had a lease with them on a ********** They needed and were looking for used cars. The salesman said that he could put us in a new Forte and that there would be no charges for terminating the lease early or for excess mileage. In January of this year we received a letter from *********** saying we owed them $425.00 for those exact reasons. After 8 times calling between the dealership and ***********, on June 17th and July 1st, the finance manager said he would pay *********** off and acknowledged that it was there s**** up. As of tonight, July 12th, 2021 Ft Wayne *** has not taken care of the matter. We are applying for a new mortgage loan and received an email from the bank that this was showing up as a derogatory report on our credit scores and could cost us at least, a higher interest rate! We want the dealership to make good on their promise and contact all 3 reporting agencies to correct the problem on our reports.

  

  Business response

  07/29/2021

  I spoke to the Complainant - *************************** on Thursday July 29th.  He was able to verify that after he put in the complaint, ************************** Finance has received our check and the debt was paid in full by Fort Wayne Kia.   He said he would log in and to the complaint and update that that portion is resolved.  As far as a correction to his credit report, I have reached out to our dealer liaison for ************************** Finance to get the ball rolling on having the collection removed from him account.   

  Customer response

  07/30/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  07/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I traded in a Ram **** and purchased a ** 80 from Fort Wayne Nissan Infiniti on April 16, 2021. After about 30 days I noticed the Ram was not paid off with Ally. I called the dealership and spoke to ******** and ***** (financial managers) and Connor (Sales Manager) and found out that the dealership did not go through the proper channels to but out my Ram from ********** The Ram was just paid off around June 28, 2021. I called today to request my title (3rd time) for the ** 80 and found out my title was on hold until they worked out the pay off of the Ram with Ally. My tags are expired and I have made two payment on the ** 80, and no one ever told me my title was being with held from me until today July 1, 2021. I want to return this vehicle to the dealership but ******************* the ** was not in the office. I left a voicemail. I have no title, tags are expired, and I can not drive a truck that I am paying for. I want to return this vehicle.

  

  Business response

  07/08/2021

  We have spoken to the customer regarding the title. 

  Customer response

  07/08/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  I have spoken to the ** at the dealership.  He has expressed that my title was sent to ******** last Friday, July 2, 2021. 

  
  
  

  Regards,

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

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