ComplaintsforRomain Buick, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2015 Jeep Patriot from romain. When I got the vehicle it was nothing but trouble it broke down a few times.. I went in and did a Kelley Blue book on it just the other day and it was like $4,000.. but I purchased it for $10,000 I just feel like they overcharged me and I feel like they should refund me the money.. I did a trade in it would be $2,500 so this vehicle was only purchased 6 months ago and why did it drop from 10 grand to 2500 don't get it I feel like the value of this vehicle was probably about $7,000 and I think they should refund me the balance I just feel like I was ripped off

  Business response

  07/25/2024

  Please find attached the vAuto Market Report for the vehicle in question.  At the time of sale, we were priced seventh in the market, well within the market range for that make, model, and year of vehicle.  This report has our vehicle priced at $9,795, but as you can see on the attached purchase agreement, we actually sold the vehicle for $9,120.79 which was significantly less than the asking price.

  Additionally, you will find the Auto Check report showing that this vehicle scored at the top of the range (91) as a one owner, no accident vehicle.  

  While we sympathize that Mrs. *** has had issues with the vehicle, at the time of purchase the vehicle was operating normally.  As part of our standard operating procedure, we offered an extended warranty for purchase which she declined.

  We believe that the vehicle was fairly priced and operating normally at the time of sale, and we do not believe a refund is in order.

  Thank you,

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

  Customer response

  07/26/2024

  No they sold the vehicle to me for $10,000 I knocked them down from 10200.   They are lying when I did a Kelley Blue book on this vehicle it was like $6,000... I wasn't going to pay for the extend warranty for $3,000 more they should have given me a warranty... Because they had it like four times in less than a month after I bought it... I say they only at least $1,000 they ripped me off and that's all right I'll keep posting bad reviews and I have talked to about three people that wanted to be customers of theirs the one person I spoke to was going to buy a truck out there so it was like $80,000 and I talked him out of it I sent him somewhere else so I can just keep talking people out of buying cars from them. If their sales are down it's probably me. They are ripping people off. 

  Business response

  08/01/2024

  BBB,

  We have previously responded with the actual selling price documentation, pricing against market average documentation, and customer declination of warranty document.  We believe that we have done nothing wrong in pricing and selling this pre-owned vehicle, and while we sympathize with Ms. ***, we are unable to further assist in this matter, so we respectfully request this case be closed.

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

  President, Romain Automotive Group

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a used truck from them ant the end of February 2024 and have yet to receive my title from it. It is now May 22, 2024. I was supposed to have put plates on my truck by April 14,2024 but am unable to do anything due to them unable and at this point unwilling to get me the title. They weren’t returning my phone calls till I posted a bad review on google then I finally got a call back. They still don’t have or can provide me my title. Someone filled out the paperwork wrong and the title has been sent to the original owner and they are now waiting on the original owner to just find and bring them the title. It’s been 84 days since I bought the truck and so far all I have been doing is paying on a truck for someone else.

  Business response

  05/23/2024

  There was a mistake made by the lienholder who sent the lien release to the previous owner instead of Mr. *****.  Romain has contacted Mr. ***** on 5/22/24 and has been in communication with the bank along with the BMV.  Our Title Clerk is checking the status of the title daily and our Sales Manager will be contacting Mr. ***** each day until the corrected paperwork is available.

  Customer response

  05/31/2024

  
  Complaint: ********
  
  I am rejecting this response because we are now 94 days since I bought the truck and they have made little to no progress on getting me the title. They told me they would be in contact with me everyday with updates and it has been over a week since I have heard from them. Last contact I have had with them was they were going to the original owners house to see if they could find the title but no feedback or results since.

  
  Sincerely,
  
  ** *****

  Business response

  06/17/2024

  The BMV has been unable to resolve the title issue and we are still waiting for the corrected title to be sent.  Romain has purchased the vehicle back from Mr. ***** on 1 JUN 24.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/112024 I brought my 2012 Subaru Impreza to Romain Subaru for diagnosis. The problem was so subtle that they misdiagnosed the car as needing new axels which I agreed to repairs at just over $1,400. Five days later they contacted me to let me know they were wrong about the initial diagnosis and the problem was the transmission needed to be replaced at a cost of over $7,000 for a rebuild and even more for a new transmission. I opted to just pick up my car because the repair would be as much or more than the value of the vehicle. When I came to pick it up, it was no longer a subtle problem. It was obvious the transmission was much worse and not a problem that even could be misdiagnosed anymore. When I came back in to let them know how bad it was now, I was told “too bad”. Since it had a problem, it didn’t matter how much worse it is now and I should just accept it. My car had a problem that was so slight that it was misdiagnosed by professionals and returned to me with a very pronounced obvious problem. Whatever they did to my car made it worse.

  Business response

  04/02/2024

  It appears that the original customer concern on the vehicle resulted in a misdiagnosis by the Technician on the original service visit.  Romain would like to have Mr. **** come back with the vehicle to the dealership so we can have our Senior Master Technician perform a diagnosis of the issue.  We would like to see if there is something that can be done to get the vehicle back to its original state prior to coming in and/or work together with Mr. **** to perform the needed repairs based on the Senior Master Technician's recommendations.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 20, 2023 I bought a 23 Buick Envision from Romain. The sales person assured me the vehicle had all the requested safety features as I am almost 80 and know I need those features to feel safe driving. . After I took possession of the vehicle I found out a few weeks later that the chip was not in the vehicle and missing safety features. The dealership NEVER advised me that I was buying a vehicle without a chip. The sales person told me that he would replace my vehicle with one that had a chip but that did not happen. The sales person no longer works there. All I want is to get the vehicle safety features I requested on my vehicle or a replacement vehicle. This cannot happen with the chip as there is no chip for the blind spot, cross traffic alert and lane warning system. Please help me get a resolution from Romain.

  Business response

  03/09/2024

  To whom it may concern, 

  Due to the global microchip shortage as a result of the pandemic General Motors delivered vehicles without some functionality on a temporary basis.  Our system shows that Mrs. ****' vehicle has an open recall to install these chips and General Motors has attempted to contact her.  We have ordered the necessary chips to complete the recall and enable the functionality in question and expect to receive them from General Motors as early as next week.  We do not show that Mrs. **** has been in our service department with an open repair order for this issue, so we will reach out to contact her and arrange for the recall to be completed.  Please direct any questions or concerns directly to me of the Service Manager *** ******** at ************@unitedevv.com 

  Thank you,

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

  President, Romain Automotive Group

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/23/24 I took my vehicle to Romain Subaru for an appointment for a new windshield install and Eyesight configuration. The windshield company replaced my windshield at Romain Subaru and Romain did the configuration afterwards. I paid $500 to the windshield company and picked up my vehicle the same day. I was not given a copy of repair work or receipt from Romain. After leaving Romain I noticed heavy scratches on the driver front door frame and notified the windshield company and Romain Subaru. I requested the video footage of the repairs done to my vehicle since everything was done inside the building. No one has responded to my request or offered any type of remedy. My vehicle was checked by a local paint repair company and I am being told someone tried to cover the scratches with “touch up paint”.

  Business response

  03/04/2024

  After reviewing the photographs of damage on the vehicle and speaking with the windshield company, there are no tools involved in this area of the vehicle to perform the repairs or calibration.  Romain does not believe this damage occurred at the dealership as it appears to be a repeated wear pattern.  There is no video footage of the vehicle being repaired to review.  We have footage of the vehicle in the delivery drive and there is no angle of the area in question on the vehicle.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4/22/23 purchased 2018 Chevy Equinox Diesel with 118K miles on it. Specifically asked before purchase if there was any kind of daily or regular maintenance needed for the diesel engine. Point blank told there was not as long we filled with diesel fuel. Drove it 3 times and it went into limp mode for needing service. Had it towed to the Dealer 4/28/23. 13 communications with the dealer to find out what is wrong with the unit and how long it will take to fix. Communication 12 on 5/12/23 find out it is the diesel particulate filter that needs to be replaced. This is recommended to be replaced at 100k by the manufacturer. It is also recommended by manufacturer to be driven at least 30 min at 30MPH to have the computer activate this feature to clean the filter. This is clearly listed in the manual we found online from the manufacturer which we did not get when we purchase the unit. We were not and have not been provided a copy of the mechanics assessment of the unit prior to our purchase. I have a 12 mile drive to work in stop and go traffic. Had we the above info we would not have purchased. Nearly a month without the car we keep getting the run around about trying to get the part. Always another week while they check with another vendor, or someone is out and we have to wait on them, then get transferred to someone else. We have asked for a refund several times only to be told we have to keep waiting on if they can get the part. It has been nearly a month with no resolution since purchase. Communication 13, 5/19/23 wait until Monday to see if we can get from GM. We have already been told they can't get it from GM around communication 3. We paid for the top end of this model, it was dirty, missing floor mats, and the manual at purchase. We were given a base model no frills loaner while they sit and do nothing but talk and wait with our 20K plus expenses purchase. We want a full refund and expenses incurred. Floor mats, tow fee, registration, and title. $21000.00 Total

  Business response

  05/24/2023

  We apologize for any inconvenience that has been caused as a result of the vehicle going into limp mode due to a part failure.  One of our GM World Class Technicians has been involved in diagnosing the issue to verify the root cause.  There is a sensor ordered to be replaced along with a reprogram to widen the parameter during the normal regen process that the vehicle goes through while driving.  As stated, we did provide a loaner and attempted to get the vehicle repaired at no charge to the customer.  We have offered to purchase the vehicle back from the customer as requested.  The customer has agreed and is picking up the check on Saturday.

  Customer response

  05/25/2023

  
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 8 of 2021 we purchased a new 2021 Subaru Impreza Premium from Romain Subaru in Evansville, IN our salesperson was ******** ****** Approximately 2 weeks later we noticed a dent in the pillar above the drivers door, this dent has no damage to paint and Subaru even said the car was damaged on transport. They couldn't get it in to fix it because the only person who could fix it was out for surgery. That was the first problem. Within a month we noticed spots in our clear coat where the clear coat was so thin that even bird droppings eats off the clear coat. In places where rocks cannot chip the paint the paint is gone all the way to bare metal. Around all the seals on the car the paint is so thin you can see through the paint. The body shop Romain Subaru uses even said it is the worst paint job they have ever seen. The car has dust under the paint job. Romain has seen it. Their approved body shop has seen it. And we have even contacted Subaru of America about it. We have interior issues as well. The feet heat comes out at the windshield. The Eyesight system beeps constantly and turns off cruise control even when no one is in front of us. There is a clunking sound in the front end of the car every time we brake and take off. We tried to get them to take the car back within 30 days and ignored us. We have tried to have the paint fixed correctly, they only want to paint the door jambs. That won't solve anything. They want us to pay $150 for a 3 hour paint inspection that they themselves should have to do, but their body shop doesn't want to do it. They won't call us back. They won't help us in the showroom. Subaru of America won't help either. They want us to take a dollar per mile loss on the car and we brought it in there when there was less than 3,000 miles on it. The car has enough defects in the paint to qualify for lemon law or Subaru's Love Promise. But still no help all these months later. The car is worth nothing at all.

  Business response

  03/15/2022

  Business Response In reviewing the customer's problems identified with the vehicle, we have made the decision to buy the vehicle back for what the customer paid for the vehicle which was $23143.00. I have discussed this with the customer over the phone and he is happy with the resolution.

*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. ↩