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Business Profile

New Car Dealers

Bob Rohrman Toyota

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Toyota Highlander from this dealership over ********************************************************************* By law, they have 31 days. I cannot register the vehicle without this title paperwork.

    Business Response

    Date: 07/11/2023

    We received an email from ***** notating it had been 31 days and she had not received her titlework. Attached is the email from my office team letting her know that all of the titlework is done with the state. It is still within her 45 days of state requirement to title. 

    Customer Answer

    Date: 07/12/2023

    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:01/10/2023

    Type:Product Issues
    Status:
    Answered
    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.
    In early October our 2008 RAV4 broke down on I-65 Southbound so we had it towed to this service station. It was determined that the alternator and battery needed to be replaced. Prior to any repairs we agreed to the services and asked for clarification about warranty for the parts (we have text messages as evidence). When we retrieved the vehicle it was noted that the 'battery' light was still illuminated. My daughter returned the vehicle to the location but they refused to look at it since we would not agree to additional fees--the initial problem was never fully resolved. I elected to wait until the next time my daughter was home (this is her car and she is in school at ******) to have a different service station evaluate the issue. We didn't even make it to the next school break. Less than 6 weeks later the car died again. This time we had it towed to ***************** Toyota in **********. They diagnosed the same problem. When I explained that the parts were only a few weeks old and we were told they were under Toyota warranty the serviceman informed us that ************** did not use authentic Toyota parts and that it was not covered under warranty. We attempted to contact the Service Manager at B.R. MULTIPLE times and my husband eventually went into the service center to speak with the manager. We requested a refund for their charges since we were mislead and ended up paying for the same repairs a second time. The service manager agreed that we should be compensated and they would send us a check in the mail. That was on December 12th. We have not received compensation. We have also left multiple messages AGAIN for the service manager and they refuse to return our call. Our next step will be small claims court.

    Business Response

    Date: 01/30/2023

    This is the first I am hearing of any concerns. I apologize that you are having to deal with this issue. There are several questions I need information on to make the most informed decision possible. Can you attach the text messages that you discussed having so I can review? Is there a record of your vehicle returning the following day? (our service records do not show this, but would not if nothing was ever done to the vehicle on that day). You stated you elected to "wait" what was that date? Can you please attach the invoice for the tow bill? For the repair that was done at ***************** can you attach the invoice as well? Did you elect to do OEM parts on that repair? What was the amount that was discussed to be sent to you in the mail? Do you have this in writing and who was it you spoke with at Rohrman Toyota?

     

    These are all the questions I am needing to make an informed decision. While you are collecting the attachments I will pull the customer file and review as well. Our goal at Rohrman Toyota is to support our customers and satisfy their needs while servicing their vehicle. I am sorry that we let you down this time. I will get to the bottom of this and make correct once I have the questions answered above. Thank you and I apologize for the poor experience thus far, but am confident we get this turned around moving forward. 

     

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

    General Manager

    Rohrman Toyota

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