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:03/05/2025

  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.

  We purchased a vehicle. The purchase agreement included a tow hitch to be installed. They told us that was a $1000 value between parts and installation. We were told the service department would call us to schedule a time for installation. We received a call the following week. It was the ** service department saying a service department appointment had been set for us for 3/1 at 8 am. Upon arrival, they told us we were there for an oil change only. They also told us that it had been more than 30 days from the purchase date so the owed Tow Hitch and the installation have been waived and they would NOT honor this promise. When we contacted the store manager he told us there had been a mistake on their end and they would honor the agreement. He told me that someone would call us on Monday to schedule a time. He wrote: acceptance on the note and signed it too. On Monday nobody called us, they didnt call on Tuesday or Wednesday either. They wont return our calls either. Our sales person is ***** *****

• Initial Complaint

  Date:01/20/2025

  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 2020 **** Mustang GT from *** Rohrman Schaumburg 8/11/2020 .I also purchased the extended warranty which ends 3/17/2028 or ****** miles. I bought a new **** F150 from ******************** on 9/13/2024. I traded in the mustang G with ******. I also purchased an elite drivers protection from Rohrman **** the same day. I called the dealer 9/14/2024 talked to finance manager **** *********, he said to use their system to cancel both,which I did. After 3 months with no response I stopped by the dealer talked to **** gave him copies of all warranties and he said he would handle it for me. I also called **** corporate to see if in fact it was canceled,it was not. They canceled it and sent refund of $1500 to dealer as they cannot send me check. They do not handle the elite car warranty the dealer does.i truly believe **** has done his best however there is a snag in the dealership to provide warranty rebate. I would just like what is legally due in both refunds. I have all paperwork,email to dealer and **** corporate. Thank you

  Customer Answer

  Date: 02/07/2025

  I just wanted to let you know that the customer care department has resolved all my issues and did so very quickly once it got to the right person to do so. ******* ****** Did an excellent job to resolve my concerns and expedited the refund via USP .
  i want to thank her and commend her excellent work. As I stated I love the products,the service and the sales people I worked with.

  i withdraw my complaint as they have done the right thing.

  thank you for your help as well.
  Sincerely,

  **** *******

• Initial Complaint

  Date:11/03/2023

  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.

  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

  Date: 11/27/2023

  Hello, 

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

  Thank you, 

• Initial Complaint

  Date:04/24/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:04/06/2023

  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 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

  Date: 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

  Date:10/20/2022

  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.

  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

  Date: 11/21/2022

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

  Thanks, 

   

  Luke Rohrman