Complaints

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:07/02/2025

  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.

  My 2015 Dodge Ram was involved in a collision with a deer in October. Rouen collision was the place chosen to make repairs to the vehicle in accordance with the insurance company-*****. Rouen had the vehicle from October through Jan 17. Upon getting the vehicle back, it was found that the roof/back light was leaking and stained the ceiling panel. It was again returned to Rouen to have this looked at/repaired and an alignment done. Issues were found by Rouen and "repaired". Leaking continued to occur but Rouen's collision manager at the time, **** (no longer with the company) ignored our calls. On May 27, the vehicle was again returned to Rouen for severe water intrusion. The ceiling was stained severely, water was coming out of buttons on the dash. Since the original repairs the emergency call feature was calling 911 repeatedly, the radio would shut off periodically and not come back on. After 2 weeks, Rouen said they found the leak but would have to work through the insurance company to determine what to do repair wise considering the water damage to the interior. As of yesterday the truck was sitting apart in the lot, unlocked and as you can see in the photos, the area behind the dash is severely rusted, corroded, the airbags have been wet and compromised, the electrical system show signs of water and the vehicle is a mess. The insurance company had already paid out for the repairs and the continued damage is a result of Rouen's failed repairs and workmanship. As of today, we simply asked for a comparable vehicle to use until repairs are complete and a plan for repairs. The vehicle costs nearly a $1,000 a month and has been at Rouen for nearly 4 months since October. Today we were told we could come pick up the truck and no comparable vehicle would be given. This is unacceptable.

  

  Business Response

  Date: 07/07/2025

  The customer is clearly aware that we are waiting their insurance company to send an adjuster to the dealership. The manager that we need to speak, we were told, is on vacation until this week. We can not provide a heavy duty truck, 2500 or 3500, with a fifth wheel hitch for the customer to use.

• Initial Complaint

  Date:06/03/2025

  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 bought my car on April 19, 2025. I had the car for two weeks, and it broke down on May 3, 2025. I called the dealership as soon as I was able to get to a somewhat safe place for a tow. I asked them to pick us up. Because I mentioned I might get a lawyer, I was hung up on. I called several times from different numbers and left voicemails, but nobody answered. The last thing he said was that I could find a way to get the car there myself. When I did, I gave him my keys, and he gave them back to me and told me to leave. They even called the police on me while I was waiting for a ride. They are now trying to charge me the cost of what I owe on the car in repairs. Im not a fault I did what I was told and when I was told to do it again I refused but it didnt matter cause the damage had already been done.

  

  Business Response

  Date: 06/05/2025

  Ms. ****** contacted the dealership on May 3rd regarding her vehicle overheating. On a recorded line we advised her we could get her a tow truck to bring her vehicle to our location. She was demanding we come pick her up, we again suggested getting her vehicle towed. She became very upset and was using explicit language at that point we ended the phone call. She drove the vehicle to the dealership same day stating we needed to fix her car. She became very aggressive and using explicit language. For our staff and customers safety we contacted the local police department to have her removed. 

  She purchased a vehicle with an extended warranty, which we contacted. Upon their inspection of the vehicle, they have determined the cost to fix the vehicle. According to their inspector, they found that the customer caused catastrophic failure to the engine by driving it from ****** to Rouen and not having it towed as we requested. We gave her alternate transportation, which she still has in her possession and have remained professional with her despite her behavior towards our employees and business. 

  We strive to maintain great customer service and are willing to work with our guests to achieve this goal, as long as they maintain a professional presence. 

• Initial Complaint

  Date:10/29/2024

  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 called and scheduled a oil change before going out of town i slay advised that I was hearing a clicking sound and it needed to be checked out. They only have me a oil change and did not advised that I needed to come back in to get it looked at. I paid for a extended warranty that I was told 5 years or 50k miles that I never used and was still under. I have nerve used the warranty and have connected 2 different people to no rely or getting the issue taken care of which now I am over the date but not over the mileage. I have emailed many times for over a year now and still given the run around I just want my vehicle fixed and since I was told the warrants are only valid at this location where I purchased the vehicle brand new. I just want my vehicle fixed. Like it should of been over a year ago.

  

  Business Response

  Date: 10/29/2024

  After reviewing the repairs on this vehicle, they were out of warranty (factory and ext. warranty) on 12/18/2023 when they came in for their oil change.   We will be happy to look at the vehicle if they would like to schedule an appointment.   

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: 22486567
  
  
  
  I am rejecting this response because:
  
  I was assurance that they will validate my warranty and make all nessary repairs to my vehicle since I have only been given a estimate of thy cost to my transmission leak.   Which I'm not sure how it is even leaking i advised them i an still under mileage in currently at 45904 miles and just want my vehicle fully fixed.   Or my money back to take to another dealership that will not give me the run around and fix my vehicle when I bring it in.  Which autos of been take care of almost 2 years ago.   I have time is emails that have never been responded to by two different warranty department personnel.   I have had only one phone call and was never gotten back to just ignored for over a year. 
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service 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.

  Good afternoon,
  
  I purchased a vehicle from this company with a trade in with my old car. I had to leave my old car there for a couple days and return back to finish paperwork. I noticed that an employee had stolen a tv from my trunk. This company will not release any footage nor has held anyone accountable for this situation. The owner of the company thinks it is okay to hire these type of people for his company along with rude managers who do not belong in a manager position. I have been very patient with them because Mike Rouen said he would handle the situation it has now been over a month since this has occurred and he will not return any of my emails or phone calls. It is not right for a business owner to have thieves still employed by him because this could definitely happen to other customers and I do not want this to happen to them.

  

  Business Response

  Date: 04/04/2024

  The customer traded in a 2015 Chrysler 200 and signed the paperwork on 1/17/2024 to transfer ownership of his vehicle to Rouen Chrysler. The vehicle was parked in the parking lot in the direct view of a security camera on the same night of 1/17/2024. On 1/30/2024 the customer reached out to our dealership to inform us that he may have left a TV in the trunk of his trade in. The owner of the dealership and a sales manager went to go and check the vehicle and there was no television or any personal belongings in the vehicle. We informed the customer of this, and he began accusing our employees of stealing his television. We reached out and told the customer he could review the camera footage as we had done as well, and he was not willing to do so. A couple weeks went by, and the customer started posting on Facebook and naming employees by first and last name that they were refusing to help and that we have employees who will steal from customers. Again, we offered to have him stop in and check the cameras and he refused. A month went by, and we did not hear from him about stopping in to show him video evidence that what he was accusing us of did not happen. He again started accusing our dealership on Facebook of theft, we offered for him to come check out the videos and he removed the post and did not respond to our offer. 

• Initial Complaint

  Date:02/20/2024

  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.

  Brought my vehicle to Rouen Collision Center on July 7, 2023, after being involved in an accident that affected the rear end of my vehicle. I was called on September 1, 2023 and told that my vehicle was ready for pick up. Upon arrival I noticed that the newly installed bumper on the vehicle was crooked and there was a large gap between the bumper and the seal of the vehicle. I was assured that they would make the necessary repairs, and again sent away without my vehicle. I was once again called on September 28, 2023 and told my vehicle was repaired correctly this time. Upon arrival, the vehicle had not been moved since the last time I had been there, and in addition, the vehicle was dead. Once again, I did not leave with my vehicle. On October 9, 2023 I was called a third time and told my vehicle was ready for pick up. I was not satisfied with the quality of the repairs, but disgruntled with the dealership and the lack of customer service, therefore took my vehicle. On December 27, 2023 I went to my trunk to get my tire jack out and found 2 inches of sitting water in my trunk near the spare tire. This was a direct result of the faulty repairs made on my vehicle by Rouen Collision Center. On January 15, 2024 Ruin Collision Center took my car back into the shop to assess the damages. On February 5 I was called back to pick up my car. Upon inspection I found, mold and rust in the vehicle as a result of the water damage. I expressed my concerns and and was told by the manager that I needed to take my vehicle and that they would be in touch with me by the end of the week. it has now been two weeks since I picked my vehicle up and I have not heard from the dealership. Furthermore, each time I attempt to call, I get forwarded to voicemail. I have now paid a $500 insurance deductible as well as my car insurance paying out a total of $4179.90. And my vehicle is not repaired, but in fact, has endured longer lasting damages due to the faulty repairs made by Rouen Collision.

  

  Business Response

  Date: 03/14/2024

  I apologize for the experience the customer had at Rouen Collision Center. The Fixed Operations Manager and Body Shop Manager that were there when this repair started are no longer working there. I would like to have the customer reach out to *** ****, our Fixed Operation Manager at ************, to set up a time to meet and go over the customers concerns. If the customer prefers, *** can reach out to her. Again, I apologize, Customer Satisfaction is always our #1 priority.

• Initial Complaint

  Date:04/26/2023

  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.

  We took our leased 2021 RAM 1500 Big Horn truck to Rouen dealership in Woodville, Ohio for our service appointment on February 22, 2023. There were four issues they were going to take care of. The truck is still under warranty. The following are the issues: 1. recall on tailgate latch 2. fog lights intermittently working
  3. vehicle dash displaying the hood is ajar when it was not 4. remote start not working.
  As of today, April 26, 2023, we still have not gotten our truck back, now going into 9th week!
  They said they fixed issues 1 and 2. For a month they worked on the dash display. They replaced the wiring related to the hood ajar switch, also replaced the hood ajar switch and hood latch but everything they did never took care of the problem. I would call to see how things were going and they would apologize saying the parts they replaced didn't solve the issue. They also said the original technician asked for technical assistance. The advisor I would call would say he'd get back with me later in the day or the next day and many times, that wouldn't happen.I suggested they get Chrysler in Detroit involved to rectify the problem.
  That happened 3/20/23 opening a Star Case with Chrysler advisor ******* *. The Rouen technician stopped communicating. ******* *. said his mailbox was full and she couldn't leave her recommendations, so she closed the case on 4/13/23. After finding this out from my call with Rouen advisor, I suggested they open the star case up again, stating we felt like we had been put on the back burner. They reopened on April 14, 20123
  with Star case agent *** *. He made 2 suggestions and as of 4/19/23 he was still waiting for ****'s reply if it worked. On the 24th I got a call from my Rouen advisor stating they ordered the wrong part, so they were waiting for it to be reordered.
  We've lost 9 weeks of use of the truck, not to mention lost weeks of warranty.

  

  Business Response

  Date: 04/27/2023

  The *******s dropped off their 2021 RAM 1500 on 2/21/2023. Upon original diagnosis the technician found the hood ajar switch was the cause for concern. We continued with the diagnostic procedure to replace the switch, the switch did not correct the concern. Continuing per the diagnostic procedure we opened a Star Case with Stellantis Engineering. Following Star's recommendations we replaced the front facia wiring to try to correct customer concern, and that did not resolve the issue. From there, they recommended us to once again replace the hood switch, the Diagnostic Trouble Code (DTC) returned once again. Star continued to have us test wiring connections from hood ajar switch to wiring harness. The DTC was still present, Star advised us to replace the body control module (BCM) and once again the DTC was still present. Throughout this process the time frame at this point was six weeks. Advisor contacted the customer once a week to give as much of an update as he could. Moving forward Star suggested another wiring harness for the hood ajar concern which resulted in the incorrect wiring harness. Once our technician found it was the incorrect wiring harness, we coordinated with Star Parts to receive the correct harness that corrected the customers concern. The repairs are complete and customer was notified it is available for pick up on 4/26/2023. Advisor has all correspondence between our technician and Star Engineers. 

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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.

  They listed price as 63177 for a grey keep wagoneer. When they called they said that it wasn’t the price. It was listed on auto trader as such. I asked why. They said it’s an employee only price and it wasn’t list as such. I want to inform you they are baiting people and it’s wrong. I thought you would like this New 2022 Jeep Wagoneer Series I w/ Convenience Group I for $63177 on ********** ******************************

  

  Business Response

  Date: 09/22/2022

  [BBB Transcription via Phone]

  We advertise all vehicles as employee price because we are located right by ****** **** ******* and ****** ********* plant which is most of our business. We also list a disclaimer that states not all customers may qualify for this offer. Please contact us for questions.