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:06/11/2025

  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 have a Grand Jeep Cherokee 2012. the suspension air pump [air suspension compressor] for my Jeep Grand Cherokee 2012 was fall down then I went to the repair Shop of Nucar Chrsier Dodge Jeep RAM of Allentown Charged me on 02/14/2025 a first amount of $4434.58 to repair the suspension system and check the brakes of my car. After more of two weeks they did not repair the suspension system of my car. Then they called me and told me that the money I gave them is not enough to repair the suspension system of my car, then they charged me another amount of $********** total, I paid Nucar ****** of Allentown $6370.41 for the failed repair suspension system of my car. I went to join them several times to find an agreement, and I also asked if they cannot repair the suspension system of car, they can give me my refund, but they disagreeRight now, my car is in another shop and repairing the suspension system and I will have to pay for it

  Business Response

  Date: 06/11/2025

  I have reviewed all the documentation and repairs that have been completed to this vehicle. The total that the customer has paid towards the repairs have been on different components of the air suspension. The vehicle was returned to the customer after the last repair and has been driven Operating properly for months. Each individual component carries a warranty. Previous repairs have been for the shock absorbers. At this point, the vehicle requires the air pump to fill the shock absorbers that was working appropriately when the vehicle was last in

• Initial Complaint

  Date:04/27/2025

  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 got into an accident in my vehicle by hitting a deer on the highway on November 4, 2024. I have full coverage insurance and used their preferred collision repair location [Nucar ************* collision] in Allentown PA. It has been a horrible experience and had to return my car about 6-7 times because there was electrical problems causing dashboard warning lights to engage. After they couldnt figure out the problem after 2-3 months of returning the car to the collision center so my car was transported to a *****, and they resolved the check engine light problem. While it was there I mentioned to ***** that there was a bad chemical smell coming into the cabin and ***** discovered that they released the car to me with an engine coolant leak; of which had to be repaired by *****. Now it is April 27th, 2025 and with the warmer weather I noticed the air conditioning is not working. My car is a 2024 ***** Civic that had zero problems prior to the accident. I emailed the regional manager, original claim agent, the complaint department on 4/24/25, and called the claims department on 4/25/25 and still have not heard back from anyone. My car is practically new and shouldnt be dealing with this continuous problem the original damage and cost of repairs and rentals exceeded the 60%-70% value of my car and have returned the car several times for repairs; this collision place did horrible repairs and now Im stuck with the car as is, and I do not wish to return my vehicle back to the ever again because I have zero confidence in them. I shouldnt have to be without air conditioning or be responsible for the cost of repairs if the damage is discovered to originate from the accident.

  Business Response

  Date: 04/29/2025

  Had the air conditioning not been properly charged at the time of release the client would not have had proper defrost functionality throughout the winter. We would happily reinspect the vehicle at no charge and submit to the insurance company for a supplement. Should it be related?

• Initial Complaint

  Date:03/27/2025

  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 went to the dealership to get an oil change. They took 4 hours to do it. When I asked what was taking so long they said the mechanic broke sum clips on my car and he was fixing it. It should never take ; hours for an oil change. Thats why I knew something was up. Once I got my car back my front grill wasnt aligned with my car anymore. I told them about the problem and they accused me of doing it. I have before and after pictures proving I did no such thing

  Business Response

  Date: 03/27/2025

  CUSTOMER WAS OFFERED TO HAVE CAR ASSESSED AT OUR COLLISION CENTER, WE OFFERED TO REVIEW CONCERN AND WORK FORWARD TOWARD A RESOLUTION - PRIOR INSURANCE CLAIM FOR THE ***** BUMPER. 

  Customer Answer

  Date: 03/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23118199
  
  I am rejecting this response because:
  
  This is a before picture proving that there was nothing wrong with my car before I went there. Yes I had a previous incident in 2022 but these pictures prove that my bumper as they keep calling it was aligned and in great standing even after the incident. This picture was taking in January 2025 by the way. 
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/27/2025

  This is one picture.

  Customer Answer

  Date: 03/27/2025

  This is one picture.

  Customer Answer

  Date: 03/27/2025

  Heres the other picture. These are before pictures.

  Customer Answer

  Date: 03/27/2025

  Heres the other picture. These are before pictures.

• Initial Complaint

  Date:12/06/2024

  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 took my vehicle in for service on 11/1 and picked up on 11/18. During the time they had my vehicle I was given the run around. The company was unresponsive and would not provide updates on a timely manner. Throughout the 2 weeks they told me multiple times the car would be ready by a certain day and it was never ready. When I went to pick up the vehicle the four wheel drive was not working (previously worked with no issues). They told me to drive the vehicle for a week that is was fine the parts were tight and needed to be broken in. After driving the vehicle for a week it was still not working. I started calling to figure out next steps and called 4 times before I finally spoke with a service representative who said bring it in for them to look at. I brought it in on 12/3 and on 12/5 they called me saying the vehicle needed an additional $2,400 of work for a problem they created. They said this repair is not covered under warranty because the vehicle is not stock. When I purchased the vehicle and the warranty the vehicle was exactly the same as it is now. At the time of purchase they clearly stated the warranty covered the vehicle I was purchasing which had the lift and tires at the time of purchase. After I spoke with the service representative ******* yesterday morning she told me the service manager would be calling me. I have yet to receive I call and have followed up and nothing. They currently have the vehicle on the lot so I am unsure how to proceed.

  Business Response

  Date: 01/31/2025

  Regarding the complaint from Mr. ******** I have investigated the matter and can confirm that the necessary parts have been ordered. The repair process and associated costs have been discussed with Mr. ******** and he has agreed to the outcome.

   

  ******* *******
  Director of Fixed Operations
  

• Initial Complaint

  Date:11/11/2024

  Type:Order 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, ***** ******, purchased a Jeep 2020 Grand Cherokee on September 7th 2024 from Nucar of Allentown. I paid more than $464 for documents NJ title registration and NJ plates. I paid a total of $32, ****** for the Jeep, My temporary plate expired on November 5th 2024. I went to the dealership prior to the 5th I was told they didn't have any paperwork and he said if I were to get a ticket that they would pay it, they wouldn't put in in writing but they would pay the ticket. They don't always answer the phone at the facility in any department. today is November 11th. I was told that they needed to put the **** in their name first and then I would get the paperwork. Today is November 11th 2024. I haven't heard from Nucar today and I need to have my registration and plates that I have already purchased. I know the title should be sent to the bank. To my knowledge the bank hasn't received the title yet. Thank you for your time sincerely ***** ******

  Business Response

  Date: 11/14/2024

  We are in contact with her and working towards a resolution every day.  There was an issue with the title on the vehicle that she purchased, which we have since alleviated. With the parties we needed to and now we can work towards completing her registration and getting her taking care of 

  Customer Answer

  Date: 11/26/2024

  Hi I apologize but I did not see your last message to respond to this complaint. 

  I have yet to receive my plates or title from new car that expired on November 5th 2024.  I purchased a car September 7th and I am still waiting to receive my plates and registration.

  As of this date November 26th 2024, my issue has not been resolved. 

  Thank you for your time, sincerely 

  ***** ******

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

   

  Customer Answer

  Date: 11/29/2024

  Hi this is ***** ******. I had a complaint the number

  22540420. I apologize for the lack of responding in time. I was told that the complaint was closed. 

  Do I need to file another complaint for the same reason?

  The issue has not yet been resolved. On September 7th 2024, I paid for registration, title  and plates that I have not yet received. From **** Nucar, formally rothrock.

  ***** Stires 

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

   

  Customer Answer

  Date: 12/02/2024

  Hi this is ***** ******.  Do I need to refile a complaint I still haven't had my issue resolved about getting my registration, title and plates from Nucar formerly rothrock.  

  I was told that this should be resolved and that was about 2 weeks ago and yet I'm still waiting and haven't heard back from them and I called left a message and texted before Thanksgiving.

  Please let me know if I need to refile. Thank you for your time.

  Sincerely ***** ******

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

  Customer Answer

  Date: 12/05/2024

  The issue has not yet been resolved. On September 7th 2024, I paid for registration, title  and plates that I have not yet received. From **** Nucar, formally rothrock.
  
  ***** Stires 

  Customer Answer

  Date: 12/17/2024

  Dear BBB, 

  Thank you so much for your time and helping me with my issue.  I apologize in the delay of responding back to you.  

  Nucar formerly rothrock has given me my plates and registration.   It took 3 months to receive my plates and registration but I now have them.

  Thank you for your time 

  Sincerely, ***** Stires 

• Initial Complaint

  Date:08/08/2024

  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.

  I have gone to the dealer to get a refund of the Gap and power life service agreement that I want to cancel and they are giving me the runaround. Now they are saying the dealer is under new ownership and they will transfer the request to them. I do not know why I have to go through dealer when the company I got the contracts through should be able to refund me. However, they tell me to go through the dealer to cancel. I am trying to refinance this vehicle but cannot until I cancel these since they do not transfer to new finance company.

  Business Response

  Date: 09/25/2024

  Customer didn't answer when my finance team called.  We are waiting on a call back because we need mileage on the vehicle and what date the vehicle was sold.  We will then happily submit the cancellation...
  
  Thank you,
  
  ****** *******
  GSM

• Initial Complaint

  Date:04/25/2023

  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 purchased a 2019 *** ******* on 3/31/23 from Rothrock. Four days later I was alerted that the battery in my key fob needed to be changed. I called Rothrock and was told to bring it down and they would replace it at no cost since I have the warranty and I just purchased the vehicle. The next day I was alerted that the battery in the second fob needed to be changed. I went down to Rothrock, which is an hour away from me, and was charged $15.58 for new batteries. With that, the car has been stuck in demonstration mode for onstar. I have called Rothrock repeatedly and have received no return calls. I want my money back and to be contacted regarding the demonstration mode for ****** as I want it turned off. I want to ensure I am not charged for that either.

  Business Response

  Date: 04/28/2023

  Resolved. Reimbursed customer and contacted ****** to resolve

  Customer Answer

  Date: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:11/08/2022

  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.

  Purchased a vehicle *** ** November 20, 2021 @ Rothrock Dealership. The vehicle was sold with a buyers guide and warranty on car stated dealer warranty with full warranty checked as well. Took the car to get its first oil change and inspection while the car was at *** dealership I was informed who ever changed the oil last stripped the oil pan screws. The Pittsburgh  *** dealership contacted Rothrock to inform them of the problem and indicated it was caused at their location Rothrock agreed to pay me $250.00 as a goodwill offer. The repair was over $2000.00 that I had to pay because Rothrock now states the full warranty doesn't cover their mechanics error. I feel this was caused at Rothrock and the dealership is not standing behind their work or warranty. I also purchased an additional warranty and Rothrock now states that is a cosmetic policy and tire policy. This was over 1500.00 out of pocket policy that wont help either. Would like Rothrock to take reasonablity for their mechanics error and cover this repair that I will have to pay the total bill from ********** *** was over 2500.00.

  Business Response

  Date: 11/28/2022

  BBB                                                             11/23/22
  Complaint ID ********
  ***********************
  Dear BBB
  *********************** purchased a 2018 *** ** from Rothrock Motor Sales on approximately November 20, 2021 with approximately 55,106 miles on it. When it went through our Service Department safety check on October 4th 2021 with approximately 55,052 miles on it, the vehicle checked out very well and we performed normal maintenance on the vehicle including an oil change. We have not seen the vehicle back in our shop for any type of repair or maintenance since the delivery on 11/20/21. We did receive a call from I do believe in October 2022 from both *********************** and the Pittsburgh *** Dealership saying there was an issue with the oil pan and if we would pay for it. We were told the oil pan screws were stripped. First of all, there was no issue when the vehicle was here and went thru the shop and if they were stripped there would have been a possible leak or oil drips. Secondly, we have not seen the vehicle in a year and we have no idea how it was driven nor if anyone else worked on it as a year is a long time. Third, we asked to see a bill for the repair and to date we have not received one. Fourth, we would have never taken off the oil pan to perform an oil change so therefor we would have never unscrewed it. Fifth, we only removed the drain plug to drain the oil and once again if we stripped the drain plug there would have been some level of leak and a drain plug might cost $100. Lastly, we dont know if the *** dealer stripped anything during their repair as we do not know what repair was completed. As a result, we decided to help our customer regardless of the above information and told him we would send him a good faith check for $250 and all we wanted to see was a copy of the bill and what work was performed. We have not seen any bill to date.  As for the warranty that was purchased, it covers items like tires, damaged rims, dings and dents, windshield, lost keys etc. It does not cover an oil pan, screws or even a drain plug. We are more than willing to send *********************** a good will check for $250 and all we ask for first is a copy of the bill that shows repairs were made.
  Thank You
  

  Rothrock Management
  ********************************

  Customer Answer

  Date: 12/12/2022

  From:***** ***** <**************> Date:November 30, 2022 at 3:22:49 PM EST To:*****@rothrock.com Cc:****** ***** <**************@*****.com> Subject:Fwd: Vehicle Service is Complete for Your 2018 *** ** ********* at Service Here is the copy of the receipt for the oil pan replacement.My car was in for it’s first oil change because it doesn’t get driven regularly to require an oil change before this date. The *** dealership stated who ever did the last oil change caused this issue which was Rothrock. I will respond to the BBB complaint with this information as well. Because their site is a public forum I didn’t want the attachment with my car details on their site. Susan Walsh in care of Connor Walsh Begin forwarded message: From:***** ***** <******@***.com> Date:November 8, 2022 at 8:05:46 PM EST To:******* ***** <********************.com> Subject:Fwd: Vehicle Service is Complete for Your 2018 *** ** ********* at Service   Make it a great day! ***** Begin forwarded message: From:****** ***** <**************@*****.com> Date:November 8, 2022 at 6:39:27 PM EST To:[email protected] Subject:Fwd: Vehicle Service is Complete for Your 2018 *** ** ********* at Service They just sent me this. ---------- Forwarded message --------- From:Service<service.dept@dealer.******.net> Date: Tue, Nov 8, 2022 at 6:34 PM Subject: Vehicle Service is Complete for Your 2018 *** ** ********* at Service To: <**************@*****.com> P & W BMW and Mini [email protected]| ###-###-#### 4801 Baum Blvd Pittsburgh, PA 15213 YOUR VEHICLE SERVICE IS COMPLETE Hello,***********. Thank you for servicing your 2018***** ********* with us. Your authorized service is complete. Click below to view and pay your invoice online or you may pay when you arrive for pickup. Invoice Summary Invoice Date November 8, 2022 Invoice Number ***** Amount Due $2578.96 Pay Now Please print this email for your records. We appreciate your business and look forward to seeing you again soon. Thanks, B Lynn D******** at P & W BMW and Mini ###-###-#### |[email protected] 4801 Baum Blvd Pittsburgh, PA 15213

  Business Response

  Date: 12/21/2022

  12/21/22

  We have reached an amicable settlement with ****** ***** as we paid him an agreed upon amount that we and *** ***** were comfortable with and his Father signed off on. 
  Thank You, Rothrock Management.