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:04/22/2025

  Type:Product 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 vehicle maintenance plan when I bought a car here. I traded that vehicle in December. Since then I have been trying to get reimbursed for the vehicle maintenance plan that that is no longer in use. It has been about 5 months and this issue is still not resolved. I have sent several emails and made numerous calls. Whenever I am able to get someone to speak with me on the issue I am told it will be taken care of. Another week goes by, I call back and they tell me the same thing. The last I have heard the checks in the mail but that was 2 months ago.

  Business Response

  Date: 04/24/2025

  Due to an administrative error between our locations, processing of the Mr. ***** refund was delayed.  This complaint let our dealership location know that the client had not received the refund.  We have made sure that, as of 4/22/2025, our corporate office has overnighted the expected refund to Mr. ************ By this time the client should have the refund in hand.  We do sincerely apologize for the delay. 
  

• Initial Complaint

  Date:04/15/2025

  Type:Order 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/28/2025

  Good afternoon,

  We wanted to update this complaint.  At this time, we have still not received any documentation of proof in regard to the claims that have been made.   Once we receive the documentation, we will do our investigation.

   

  Thank you for  your attention to this.

   

   

   

  Business Response

  Date: 04/30/2025

  H333735363534353136**H
  Serving ********************
  ****************************
  ******************
  
  Re: ******* *****

  
  Complaint# ********

  
  Mr. ***** contacted the finance department of H31383235****37313330H on April 14, 2025, to address an
  issue related to his transaction with our dealership on May 31, 2024. The department
  subsequently emailed me Mr. ****** information, as he was requesting a return call.
  Upon conversing with Mr. ****** I learned that he was concerned about the vehicle he traded in
  during the transaction on May 31, 2024. It was discovered that the payoff amount for his vehicle
  was initially overlooked. Nevertheless, the vehicle was paid off within 30 days of the original
  transaction, and H31383235****37313330H covered the additional $279.60 added to the payoff amount due to
  the delay.

  
  Mr. ***** is under the impression that this incident has negatively impacted his credit report,
  affecting his loan request&#**;s fulfillment. He mentioned having a letter from the bank indicating that
  this specific transaction was the cause, along with other loan documents as evidence. I informed
  Mr. ***** that we would require the documentation he possesses to verify that this transaction
  was indeed the source of his issue with the bank for further investigation.
  We are currently awaiting the following documents from Mr. ***** to move forward:

  
  ? The letter from the bank asserting that this transaction resulted in his loan being for a
  lesser amount.
  ? A copy of the credit bureau report indicating that, aside from this transaction, his credit
  was in good standing.
  ? The detailed breakdown of the amount requested by Mr. ****** that his CFO calculated.
  
  ***** ********
  Controller
  H32******3631**313133H
  ********************
  **************************************************************

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can see here the only ***** **** on my credit was them paying off my trade in late, something they still have failed to rectify on my credit report. I'm having my CFO update the loss as we've entered a new month bring the total loss closer to $150,000
  
  Regards,
  
  ******* *****

  Business Response

  Date: 06/11/2025

  Thank you for the follow up.  Unfortunately at this time we have yet to receive the documentation that was requested from the consumer in order to investigate this claim further. The screen shot reflects one late or missed payment but does not say it specifically ties to the vehicle from our transaction. The information is based on the Equifax report from May 3, 2025 according to the screenshot,  so this could be his current auto loan, not the one in question.   As a reminder we requested, based on the conversation with *** ***** who stated he had this documentation, copies of the following:
  
          The letter from the bank asserting that this transaction resulted in his loan being for a lesser amount.
  
          A copy of the credit bureau report indicating that, aside from this transaction, his credit was in good standing.
  
          The detailed breakdown of the amount requested by *** ****** that his CFO calculated.
  
  
  
  Please feel free to contact me if further information is needed.
  
              Thank you.
  
              ***** ********

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   First is a letter from them confirming they missed the payment to Toyota financial, our new loan is trough pnc bank not Toyota financial, and the new car has only my wife's name and not mine and this would not effect my credit anyways if she had missed a payment. You have all of this information in your system and are choosing to ignore it and attempt to twist the narrative to exonerate yourselves from blame.

  Second page shows I paid you $30,500 to pay off the old car and put a down payment on the new one

  Pages three and four dhow how your gross negligence cost me a loan of $400,000 needed to start my business, I have a structured buyout from stock, a house with no mortgage, and two vehicles, the only ***** **** on my lending record is your failure to pay off the traded in vehicle on time as stated on your own contract. I've also left my number multiple times so you all could contact me like adults but you chose instead to send snippy emails 

  
  Regards,
  
  ******* *****

  Business Response

  Date: 07/02/2025

  Unfortunately Mr. ***** just keeps sending the same information. The screenshot stating late payment is a standard credit disclosure required anytime an attempt of credit is made whether approved or denied. The fact that we are seeing only portions of screenshots there is no way to determine exactly when this is from.  
  
  The screenshot showing the money paid to us is just a copy of the new loan agreement which as Mr. ****** stated is only in his wife's name and therefore has nothing to do with his claim.  
  
  Lastly, again the screenshot is a partial sheet of an application not a determination from the bank it just shows the application for $400,000.00.  
  
  As for his claim no one called him, I spoke to him myself and the only email he was sent was the one requesting more information in an attempt for us to investigate further.  
  
  Unfortunately at this time we are at an impasse without the documentation.
  
  Again I thank you for your time.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Well if we could meet in person like adults I can show you all the paperwork
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/30/2023

  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.

  Purchase: 10/19/2021
  Purchased: Used Rav4
  My son ***** ******* and I went to purchase a car at the dealership. The used car he ended up buying had a scratched windshield due to someone running them and not have blades on the wipers. They said they would replace it but because of supply chain none were available. We understood because this was during COVID and everyone had supply chain issues. It now has surpassed two years and still no winshield. We have texts from the sales person saying he is still checking for availability. This is why it has been so long. I have attached some texts for proof of arrangement.

  Business Response

  Date: 12/04/2023

  The windshield has been ordered and we have contacted the customer and we are waiting for the customer to return our call so that we may let them know that the windshield has been ordered.  Products are a little more available than they had been in the past couple of years.   We did fail to follow up on why the order never was processed with Toyota Motor Corporation and we apologize to the customer for that.  
  
  Please let us know if you need any additional information.  We will update you when the windshield does come in.
  
  Thank you so much!
  Megan

• Initial Complaint

  Date:08/18/2023

  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 have been treated very unfairly from my previous employer I am supposed to receive the Rohrich Advantage just like every other customer and since I am no longer employed there and the management has a grudge I have been pushed aside with my service needs and they are discriminating against me with the loaner service etc. I would like to file a formal complaint about being treated this way and now it could potentially harm myself or others on the road. I have been calling about the issue for over a month and they are not resolving and giving me the hardest time to fix this issue. At this point there is a safety risk involved.

  Business Response

  Date: 08/21/2023

  Customer has an appointment scheduled, with a loaner vehicle, to have this taken care of. The service advisor had made attempts to contact the customer.

• Initial Complaint

  Date:08/17/2023

  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.

  On August 17, 2023, my wife took our Toyota Rav4 into Rohrich for their free State Safety Inspection, part of their special Toyota Rohrich guarantee for those who buy cars from them. She left paying $998.82. She was there less than four hours. She was charged for five hours. Only by calling afterward did I discover that the charge is $159.95 an hour. In addition, we were charged $65.24 tax. Since parts were only $177.97, it looks like Rohrich charges tax on labor – something I never hear of before!
  My conclusion. Rohrich gets you inside their door with the scam of a free State Safety Inspection and then uses that to give you all kinds of service and repair that costs you an arm and a leg. They rotated my tires that I bought a year ago. I don’t think that was necessary. So from now on I’ll pay for my state inspections with a honest repair shop that’s not going to take me to the cleaners.
  Customer # ******* Advisor whom I talked with: **** **** ***** *** **** ******* *********** 

  Business Response

  Date: 08/21/2023

  Labor is taxed in the state of PA (7% in Allegheny county) and has been for at least the last 30 years. Many of the repairs were menu priced items not based on time. Prior approval with an estimate was given before completing repairs. The tire rotation was requested when the appointment was made. Tires should be rotated every 5k miles for optimum life. There had been over 5k miles since the previous service visit.