Complaints

This profile includes complaints for Roe Motors GM's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roe Motors GM

  201 NE 7th St Grants Pass, OR 97526-2125

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  Roe Motors GM

  PO Box 488 Grants Pass, OR 97528-0041

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:08/16/2022

  Type:Sales and Advertising 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.

  7/30/22 I traded a 2019 Cadillac XT5 for a 2016 ****** Murano. The Murano had Electrical issues. I traded back on 8/11/22. They charged me $1022.56 even though the Vehicle Cost Detail Report the sales manager showed me was only for $417.56. I never saw the internal work order until I was leaving after paying the $1022.56.I work for home health and experienced severe anxiety and stress over the defective ******. I don't feel I should have paid for the additional $605. Also, I wanted to report they have relisted the Murano for sale before fixing the electrical issue. I haven't found anywhere else to report this issue. The Murano had been sold in May and returned after 30 days. The salesman reported they owner wanted a hybrid. My suspicion is they had the same problem.

  Business Response

  Date: 08/18/2022

  ***** wanted to return the car she purchased and get her trade-in back about 10 days after she purchased our vehicle. She had concerns about some mechanical issues. We told her that we would be glad to address the repairs that were needed. We set her an appointment for the next week. She came back in a few days later and wanted her trade vehicle back. We said we would like an opportunity to fix her vehicle, but if she only wanted her trade back we would make that happen. We talked about the reconditioning that we did on her trade before we knew she wanted her vehicle back. She said she understood we had spent money on her car and she paid those expenses without any indication that she was unhappy or felt it wasnt fair. We gave her the documents showing the reconditioning with the amounts of what we had spent totally about $1000 including the detail.  When she was leaving, she thanked us and shook hands.
  
  Her communication with the BBB is the first clue of any sort of dissatisfaction. If she had given us any indication she was unhappy either during the transaction or after, we would have absorbed the expenses we incurred reconditioning her car.This all came as a complete surprise to us.

   

  *********************** - General Sales Manager

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17726905
  
  I am rejecting this response because:
  

  As stated in the original complaint I experienced extreme stress and anxiety over a vehicle that was not mechanically sound. As I said I expected to pay for the detail. The dent that was fixed was smaller than a dime, not sure why it was necessary to repair it. And I have no idea what plastic repair they completed because to my knowledge there wasn't a problem there. I had just had the oil changed and the tires rotated for free at ******************* approx a month before the trade. I didn't even k on those services were included and did wonder why the hand written amount of $1022.56 was on the detail sheet. I was doing everything I could just to hold my emotions together. At the moment I didn't feel I had a choice or I wouldn't get my trade back.  By experience of working in the insurance claims for 12 yrs, I know electrical issues are extremely difficult to diagnose and repair. I currently work in home health and I drive around all day, so there is no way I can risk having a vehicle that can't be repaired. My trade still has a warranty on it and was in excellent working condition so no stress about being stranded.

  Sincerely,
  
  *************************