ComplaintsforBob Rohrman Toyota

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, I purchased a 2011 Chrysler ************* from *** Rohrman dealership ***************************************** on 06/04/2020. It was an as-is- no inspection purchase. When I got the vehicle home my husband noticed Oil leaking from underneath the engine and it didn't sound good. I immediately took it to my mechanic and was told there are metal shavings in the engine and the engine will need replaced. I contacted the dealership immediately and explained what was going on. They replied stating there was nothing they can do due to an as is purchase. They offered to take it back as a trade in towards another vehicle. I explained that was fine thinking I was going to get a refund and a better vehicle. That was not the case. I have not driven the vehicle since I got it back from the mechanic. It is sitting in my driveway. I can not afford to fix the engine as it will cost more than I own on it. This is very frustrating. I could see if I had driven the vehicle for months and then complained. This is not the case. I literally brought it home and it is sitting here. I'm lost for words as to how this is okay that they can do this to me because it was an As-Is purchase. As a dealership they can sell a vehicle that has not been inspected? I understand the as-is but no inspection? I just want my deposit back, my loan to be canceled and for them to come pick up the vehicle. Thank you *****

  Business response

  08/18/2024

  Dear *****,
  Thank you for reaching out to us regarding your 2011 Chrysler Town & Country purchase. We understand your concerns and appreciate the opportunity to address them for a second time.
  As you know... you requested a thorough review by the ********************************** it was determined that our dealership acted in accordance with all applicable laws and regulations. As you correctly noted, the vehicle was purchased "as-is," which was clearly communicated during the sale.
  Prior to your purchase, you were fully informed of the option to conduct an independent inspection, which you chose to waive in favor of expediting the purchase. We have documented and mutual email and text communications confirming your acknowledgment of this, as well as the signed waiver at the time of sale so it is surprising to see you report to the BBB that you were unaware of the inspection not occurring. 
  While we strive to ensure customer satisfaction, the "as-is" nature of your purchase means that the dealership is not liable for post-sale mechanical issues. As we offered previously, we remain open to discussing options for trading the vehicle towards another purchase, but a full refund or loan cancellation is not possible under the terms of the agreement.
  Please feel free to contact us directly if you have any further questions or would like to explore trade-in options.

  Customer response

  08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  I never said I didnt know the vehicle was not inspected. I clearly stated it was an as-is no inspection purchase. As for being told i can conduct an independent inspection, I don't recall every being told that. I guess I just don't understand how you as a dealership find this okay? The vehicle was broken before i even got it home and you honestly did not know that? You cleaned the engine and inside of the car and you were going to sell it to someone without an inspection? That is how you conduct business? I would think you would want to do right by your customers? This is not a buyers remorse. This is about a broken vehicle that you sold me. I haven't even got use it. It is sitting in my driveway. You said you would take it back on a trade in for pennies on the dollar. For a payment I can't even afford. This is just not right. 
  
  Maria 

  
  

  Business response

  08/24/2024

  Again, *****... we understand you are upset. We have offered you several different solutions and paths. Please let me know if you would like to explore anything additionally. At this time this will be my last communication on this matter unless you choose to explore an additional option. The vehicle you purchase was sold as-is. The vehicle you purchased was 14 years old and had a retail price of $6,995. You stated you were aware you purchased it as-is without and inspection and now are asking for us to provide additional work. 

  Customer response

  08/29/2024

  The business did not offer me several options. They only offerd me one (I couldn't afford the one option they offered and they new that) and it was not a reasonable offer. I'm really disappointed that they feel this whole situation is okay and all my fault. I'm not pleased at all and  I'm very disappointed in they matter.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to have an oil change done to my car on April 27th. I waited for 2 hours, when normally it is only an hour hour and a half. An hour and a half in, the salesman named *****, came out to ask me if I wanted my air filter changed, then told me that it would be an additional charge. He also mentioned to me at the beginning that to rotate my tires would be additional as well. Fast forward to this weekend, May 5th, I washed my car and decided that I would check my windshield washer fluid to make sure it was full. When I opened my hood, the fluid was close to empty. I have been going to the dealership since buying my car in 2016. I have had standard oil changes (change oil, top off fluids, rotate tires, change air filter, etc) since then. This is the first time that they barely did anything and charged me $130! I want them to finish the work they were supposed to do. I dont even know if they truly did an oil change & rotated my tires. So, I want them to do a through oil change at no charge since they did not do their job right the first time. I have tried to contact the manager numerous times via their website & fb to no avail. Either finish the job correctly or refund my money.

  Business response

  05/06/2024

  ****, apologies for the frustration. ******* our customer service rep is trying to reach you to have you back to the store to fill your washer fluid and to offer a car wash and vacuum for the frustration. Please understand that you have been servicing with us successfully since 2016. I wish you would have just given us a phone call letting us know about your displeasure. You should know that we are more than accommodating. Please accept *******'s phone call and we will get you taken care of. Thank you for being a loyal customer. We will make sure we are better on your behalf moving forward. 

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  i want all of my fluids checked, and the air filter changed at no charge.

  If they refuse to replace the air filter that they state needs changed and to check fluid levels then I want my $133.57 back and an explanation of what they did for 2 hours with my car then if the work wasnt completed.

  I have not been receiving any phone calls or text messages from ******* or anyone from Toyota. 
  

  Please have her text me at ************ or email me at *************************.

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

  
  

  Customer response

  05/06/2024

  If they refuse to replace the air filter that they state needs changed and to check fluid levels then I want my $133.57 back and an explanation of what they did for 2 hours with my car then if the work wasnt completed.

  Customer response

  05/06/2024

  I have not been receiving any phone calls or text messages from ******* or anyone from Toyota. 
  

  Please have her text me at ************ or email me at *************************.

   

  Sincerely,

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

  Customer response

  05/08/2024

  No one has tried to contact me nor has *******. I have zero blocked or missed calls from Toyota. Please reach out to me via email or phone if you really wish to resolve this, otherwise, Id like my $133.57 back. 
  

  I can be reached at ************ or *************************.

  Sincerely,

   

  **********************;

  Business response

  05/10/2024

  Per our last message please reach out and let us know when you would like to come in for us to correct. We will not be replacing an air filter for free as it is a wearable item and will need replaced due to manufacture design

  Customer response

  05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ******* nor anyone else from the dealership has called or emailed me as they said they did. Please issue a refund of 133.57. 
  
  Regards,
  
  *************************
  

  Customer response

  05/10/2024

  Please refund my money since you did not complete the entirety of the oil change. I already filled my own windshield washer fluid and my car does not need a wash. A oil change consists of changing the oil, checking all fluids and topping them off if needed, rotating the tires and replacing the air filters. Every other business in town does this as it is standard. I am unhappy with your business practices and *** Rohrman would be too. Please do better. I will be taking my car elsewhere to get it fixed since you refuse to, and they will have my continued business for the foreseeable future.

  Customer response

  05/10/2024

  Whoever was the salesman during my oil change said my air filter needed changed - hence why I am asking for you to replace it - not just because. Have more common sense, please. Regardless, another company is willing to fix what you chose not to do during the oil change like you should have. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car in November 10 th. Thought the transmission was not working correctly. Every time I hit a **** the car dyed. They ran a diagnostic on it said to take it home nothing was wrong with it. Car broke down on November 15. It quit moving when I hit a ****. They towed it in and tried to charge me for it., fought that. Then they didnt want to give me a rental. I noticed it failed the first time for the transmission When I went back to pick up my car ( the second time I brought it in)because they said it was fixed. I got half way home and it broke down again. They didnt do anything to correct the transmission. Didnt get a tow truck to pick car up for hours. I was stranded on the side of the road waiting because they said they were going to send me the number for truck but went home instead. Got it towed back and they said they couldnt fix it. Sending it to **** to fix. Called me and said rental had to be back that day. ********* was working on getting me a rental. **** said they told them it would be two weeks. **** at Toyota said I had to have back that day. **** had to take care of rental. I have warranty through Toyota not my fault they cant fix it. Talked to ******* at ***** They cant get one until diagnostic in two weeks. Talked to ******** and ***** at Toyota they said they dont have car so we cant have rental. Wouldnt let us talk to anyone higher up. ***** did say they would give us one if they had one but they dont. Sounds like they are responsible to me but dont want to because it is warranty work. I have recording of voice mail from **** and conversation with *****. I have included paperwork. I dont have any other means of transportation. Single mom who needs to work they know this and dont care. I called Toyota customer care they said it had to be handled at the facility we bought our car at. I need to get a rental until my car is fixed. They all agree that is covered under warranty. I would like a replacement if they wouldnt fix

  Business response

  12/16/2023

  Thank you for reaching out. For clarity, the warranty you mentioned was purchased at our Toyota store but is NOT a Toyota warranty. This is why your vehicle is at **** now having the work done. As far as a rental vehicle we agree with your frustration. **** needs to assist you in finding a rental vehicle. We even made a call to the **** store to try and assist you in this search. 
  

  As we expressed to you on the phone, we simply dont have a rental vehicle available to rent? I dont know how that can be our fault? I would advise you to reach out to the **** store with theses complaints as they are the ones who are doing the repair and need to honor the rental car that is within your warranty policy

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Rohrman Toyota in August of this year. While they were detailing my car they broke the side mirror on the passenger side. They said they would fix the mirror at their expense, which was fair since they broke it. The mirror had to be ordered and once it came in I made an appointment with the service department. I took my car in and they replaced the glass. Last week my car frosted over for the first time and I noticed the defrost on the mirror that was replaced was not working. I called the service department and made an appointment for last Friday. I dropped my car off on Friday morning and after I left I received a phone call from the service department telling me they would have to take my car to the collision center for the repair and I could pick it up there later in the day. Less than an hour after that I received another call from the service department telling me that they checked with the sales department (no idea why) and they said they would not fix my car because it was a used car and I bought it as-is. I did not buy the car as-is I bought it with the agreement that the mirror would be fixed. I told the person on the phone that I had no idea why sales was involved as this was an issue with a repair that they already made and it is not functioning properly and asked if they guarantee their work, the guy beat around the **** and told me he would do some digging and get back with me. Well, as of 5:30 pm I had not heard anything back from Rohrman so I went back to the dealership and asked why I hadnt received a call as promised. He said they were busy and he didnt get a chance although when I got there I was the only customer in the building and all of the service bays were empty. He again told me that they would not fix my mirror because the sales department told them no. I again asked why the sales department was involved and asked if they guarantee the work they do in the service department, apparently they do not.

  Business response

  11/28/2023

  The vehicle was sold as-is with the agreement to replace the mirror as stated. This was done as soon as the part came in for replacement. The customer has drove the vehicle for 45 days without concern and now is coming back for additional concerns. We at this time are not going to get further involved in any additional repairs. 

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *Has the company addressed the issue of the dispute?

  Absolutely not. 
  
  *If not, why?

  They did not make the repair CORRECTLY. I expect them to back up their work and make it right. The defrost function wasnt needed until the mirror was frosted over, obviously. This is just another example of their lack of ownership and terrible customer service. They seem to go out of their way to NOT do the right thing.
  
  *Has the company met the agreement they outlined in their response?

  No. 
  
  Regards,
  
  *************************

  
  

  Business response

  11/30/2023

  We will authorize a repair at our employee internal cost if you would like for us to do additional work to your vehicle. When we replaced everything per the agreement it was operational. At this time we are not going to do any additional "complimentary" work. 

  This may be frustrating to you but the vehicle was sold as-is without any warranty. 

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *Has the company addressed the issue of the dispute? No. 
  
  *If not, why? The only resolution is for them to fix the mirror properly so that all the functions work. They either installed the wrong glass (wrong trim model that doesnt have heated mirrors) OR they did not connect it correctly. I am not asking for anything extra or complimentary I am asking them to do what they were supposed to do to begin with. 
  
  *Has the company met the agreement they outlined in their response? No. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bob rohrman toyota put way too much oil in my 2015 rav4 during a oil change this caused my engine to begin leaking oil. They have since ignored my calls gave me the run around about all department managers are out of town. Stating there isn't anyone I can speak to about my issue. They have offered no resolution. Told me they would call when someone was available however have not done so.

  Business response

  11/08/2023

  *****, you were in the store on October 10th and were walked into the service drive with the service manager to inspect the engine compartment after our team cleaned the entire engine compartment. What is this complaint about truly as you left satisfied and thanked each one of our team members for assisting and going as far as we did to make it right. Please let me know because the complaint does not match the reality. I will assist in anyway if its reasonable. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from them in August. I was supposed to have my vehicle registered in a few weeks. It is now October 10 and the vehicle has still not been registered. I have not been able to drive my vehicle since the temporary registration expired on 9/29. I also left a $500 deposit on the vehicle that has not been returned to me. I have spoken to different managers who acknowledge that it is owed to me but have not refunded it after months of phone conversations.

  Business response

  10/18/2023

  According to the ****************'s record the customer is able to title their vehicle. Please reach out to the finance manager who you worked directly with to finalize your paperwork and they will refund the money you put down to reserve the new car if they did not use it on the new car purchase. 

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have spent the last two months doing this. The finance manager and sales manager have not followed through. It is time for a general manager to get involved. 
  
  Regards,

   

   

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

  
  

  Business response

  10/20/2023

  What vehicle did you buy and what is the *** number. Searching your information with what you provided us is not getting us the information we need to look further into this matter

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Toyota RAV4 from *** Rohrman with two significant issues throughout the process.Firstly, prior to making the purchase, I was given assurance by the sales assistant that there would be no market adjustment fee (MAF) after consulting with the sales manager. However, upon receiving the car, I was informed that there is a 5% MAF. The sales manager completely disregarded the prior promise. He said, "I am a new sales manager, and I do not care what the previous sales manager promised. If you want this car, there is a 5% MAF; Otherwise, I have *************** line, given you do not have anything written, and you can have your deposit back". I could not wait longer due to the ******* winter, which I needed this car for and other dealerships could not deliver.Secondly, when the vehicle finally arrived, I discovered a deep scratch on its exterior. I immediately contacted the sales assistant, who assured me that they had a partnership with ******* dealerships and that they would take care of the repair for me. However, resolving this issue proved to be frustrating. Initially, I was advised to take the car to Toyota Northside. The dealer explained that it is deep. Then, I was instructed to bring the car back to *** Rohrman for the repair, for which I had to travel to **************, but it was too deep. I requested that they provide me with the details of the body shop in ************ so that I could arrange for the repair myself. After driving for an hour, I finally reached the designated body shop and paid approximately $800 for the necessary repairs. Throughout the past 7 months, the sales assistant repeatedly promised to reimburse me for the expenses incurred, but to this day, I have not received any reimbursement or compensation. I made numerous attempts to speak with the management team. I left various voicemails and sent my friend to the store, explaining my situation and requesting resolution, but unfortunately, no one even responded to my calls.

  Business response

  08/21/2023

  The request to refund the money the customer chose to spend on a scratch has been communicated to not be refunded from our General Sales Manager, *************************** two different times. When the customer contacted their sales associate ************************** came to the leadership team and requested help. We immediately offered to the customer to bring the vehicle to our body shop for an inspection of this said scratch. We shared that if there was a scratch that occurred in transit from the manufacturer to our store we would address it at no cost but we needed to see the vehicle first hand. The customer told us as stated in their complaint that the drive to Lafayette was too far. They asked if they could take it somewhere in ******* and be reimbursed. We declined but offered our corporately owned (Rohrman Automotive) store Oakbrook Toyota as an option. As the customer stated in the complaint, they took the vehicle to Northside Toyota? Not Oakbrook Toyota. The customer opted to have the scratched fixed at a body shop that we have no clue who did the work, what work was completed, and no justification of how $800 worth of body work occurred. ** the listed complaint their is a mention of returning to ************ for the work? The customer would have had to pass directly through *********, ** to get to ************ so we again dont understand why our company could not have seen the vehicle and completed the work as previously offered. The majority of the communication we have received has been via the customers friend and not through the customer. We (***************************) informed the friend of the customer last conversation that we are not proceeding with a refund when we were not involved in the repair due to the choice of their own. 

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  I knew the dealer may argue the followings:
  
  (i) We didn't see the scratch.
  
  (ii) We didn't approve where to take
  
  (iii) We didn't approve the estimate
  
  However, *********************** (Sales Assistant) saw the car in person in bob rohrman Toyota (attached my timeline and communication), approve the body shop (attached communication), the estimate (attached communication) and final bill (attached communication) . The photos of our communication are attached. For your reference, details of my responses appear below. 
  
  BR: The request to refund the money the customer chose to spend on a scratch has been communicated to not be refunded from our General Sales Manager, *************************** two different times.
  
  I have received no communication from this business despite many efforts from me and my husband (calls, voicemails, customer service, etc.). If **** communicated with me, I am sure he had clues about the different questions that he raised in his message (estimate, final bill, body shop, my job, etc.).
  
  BR: When the customer contacted their sales associate ************************** came to the leadership team and requested help. We immediately offered to the customer to bring the vehicle to our body shop for an inspection of this said scratch. We shared that if there was a scratch that occurred in transit from the manufacturer to our store we would address it at no cost but we needed to see the vehicle first hand.
  
  I called ****** and sent the scratch photo the moment, I received the car (see the communications and scratch photo) and he promised to fix. I brought the car to the dealership in Lafayette on Thursday, October 20th, 2022, but it could not be fixed **** the screenshot of our communication). ****** realized that it was deep, so he suggested that I take it to ******* to fix it wherever I want (see the screenshot of our communication). I knew the dealer may argue that we didn't approve the body shop you took. I asked, Please let me know where you want me to go, and ****** suggested Sudstational Spa on November 30, 2022 (see the screenshot of our communication) at ***************************************************. Its name is changed to Dent Wizard but you can see the exact address on the receipt. ****** approved the estimate and bill **** the screenshot of our communication). The photo of scratch is also attached.
  
  BR: The customer told us as stated in their complaint that the drive to Lafayette was too far. They asked if they could take it somewhere in ******* and be reimbursed. We declined but offered our corporately owned (Rohrman Automotive) store Oakbrook Toyota as an option. As the customer stated in the complaint, they took the vehicle to Northside Toyota?
  
  When I received the car with scratch on September 10, ****** initially suggested Northside Toyota. I took it there, but they said that this scratch had to be fixed by the body shop. So, after my request, he suggested *************** (attached is a screenshot of our communication). Again, Its name is changed to Dent Wizard but you can see the exact address on the receipt and our chat. I had to drive for an hour to reach that store,  but I did it because I wanted to do exactly what the dealer suggested. I got the estimate and sent the screenshot to ******. He approved the estimate (attached is a screenshot of our communication). 
  
  BR: Not Oakbrook Toyota. The customer opted to have the scratched fixed at a body shop that we have no clue who did the work, what work was completed, and no justification of how $800 worth of body work occurred.
  
  Again, I knew the dealer may argue that we didn't approve the estimate. So, after receiving instructions from ******, I took the car to the body shop, where I asked for an estimate. I sent the estimate to ****** on December 20, and he confirmed that I should move forward (attached screenshot of our communication).
  
  BR: ** the listed complaint their is a mention of returning to ************ for the work? The customer would have had to pass directly through *********, ** to get to ************ so we again dont understand why our company could not have seen the vehicle and completed the work as previously offered.
  
  First, as I said earlier, I brought the car to the dealership in Lafayette on Thursday, October 20th, 2022, but it could not be fixed (see the screenshot of our communication). Second, I did not say that I work in ************. Third, "************" was a error, and I am living and working in *******. ****** knows this very well.
  
  BR: The majority of the communication we have received has been via the customers "friend" and not through the customer. We (***************************) informed the "friend" of the customer last conversation that we are not proceeding with a refund when we were not involved in the repair due to the choice of their own. 
  
  This is the first time I hear from ****. Me and my husband called him several times and left many voicemails, but he didn't call me back. Second, my friend stopped by the store only once, as I did not hear back, and ****** told my friend that a check was issued and ***** would receive reimbursement in a week, which turned out eventually to not be true.
  
  Regards,
  
  *********************************** Seilabi
  
  

  Business response

  08/22/2023

  After reviewing the customers response it is clear that there are many details that are coming across as very confusing and contradicting. Attached is the customers original complaint to the BBB. I have attached that message with the highlighted portions that were stated by the customer and are now being claimed as "errors" on their behalf of the original message. The second attachment is our internal communication log for the customers registered phone number that they purchased the vehicle with. From September 2022 until August 4th 2023... the line remained dormant meaning not communication attempts were made. The phone call on August 4th, 2023 does not have a recorded voicemail attached. It appears the the customers communication was not occurring from any phone number associated with their account which leaves me unable to track and verify. The images your provided add to the confusion as none of the communications are notated in our system and none are recorded by are communications software. I will clearly note that there are several instances where it does appear to be a customer corresponding that we will take care of the scratch. We care about our customers experience and even when we find times where we believe the details to be confusing and inconsistent. I can tell that you have spent hours on this matter and apologize for the headache it may have caused. At this point in the spirit of serving and ending this matter on the customers behalf we ask you what you believe to be fair. From the photos that your provided I took them to my internal body shop technician and he estimated the repair work of $350 **** Now that estimate is from a photo only and not in person, so I will take your opinion over theirs. Please provide what you believe to be a fair compromise on the dollar amount and we will end this concern for you immediately.  

  Customer response

  08/29/2023

  Hello,
  
  
  I hope all is well. Thanks for helping us get close to resolving our issue. In the past few days, I made many calls to ***************************, who is responding to BBB on behalf of Bob Rohrman Toyota, and left a number of voicemails (using our phone number on their files) but have not heard back. His last response is promising, and I believe we would be able to close this case, but I am not able to reach him. I am afraid that if I hit "accept" for his response, he won't respond to me, and I won't be able to reach him as well. May I ask you to let me know if you have any suggestions?
  
  
  Best regards,
  *****

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  *====================================================================

  Hello,
  
  I would like to thank **** for his response. After several painful months, I feel that we are eventually heard. In the past few days, I made many calls to ***************************, who is responding to BBB on behalf of Bob Rohrman Toyota, and left a number of voicemails but have not heard back. We called Bob Rohrman Toyota and asked operator to connect us to ****. We had to leave voicemails since nobody responded. We previously did the same as well but could not reach ****. His last response is promising, and I believe we would be able to close this case, but I am not able to reach him. 

  Since we carefully followed ******'s (Sales Assistant) instructions, we would like to have a full refund. The body shop that he asked us to take our car to was about an hour's drive from our home, but although there are several body shops in our neighborhoods, we took the car to that body shop instructed by *************

   

  Regards,
  
  *********************************** Seilabi

  
  

  Business response

  08/31/2023

  This is again the craziness of this complaint. I, *****************, (General Manager) have responded to each and every BBB lead/request with this complaint. **** has not responded to or crafted a response a single time. I just turned and spoke to ****, who sits next to me, and he has not spoke to anyone on this deal in over 2 weeks? We have been back and forth on this complaint since the beginning of August. Each and every complaint has had misinformation from the consumer. We stand by our last message and response.

  Customer response

  08/31/2023

  Hello,

   

   

  Hope all is well. I spoke with **** today from *** Rohrman and he promised to pay ** back the repair cost. However, since we struggled with this business for over seven months, I am afraid that after I "accept" their response, they do not reimburse us for the repair. May I ask you to let us know how to proceed on this matter? Should I wait and hit the accept after they reimburse us? Kindly let us know.

   

  
  Best regards,

  *****

  Customer response

  09/08/2023

  Hello,

   

  May I ask you to extend the deadline for our decision? We would like to hit "accept" once we receive our money back from this business. Looking forward to hearing from you.

   

   

  Best

  *****

  Customer response

  09/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  We talked with Zac on the phone, and he agreed to reimburse us for the repair. However, we have not heard back from the store about how this payment will be processed. Since the case will be auto-closed and we have to respond, we made the decision to reject. However, if they provide us with the payment as promised, the case can be resolved. 

  Regards,
  *********************************** Seilabi

  
  

  Business response

  09/18/2023

  We informed the customer that we would refund the agreed upon amount. We told the customer that they need to come to ********************** to collect the check as we have already mailed a check to them and filed a stop payment as it was never "received". The check will be cut on demand when the customer... not a friend... is here in person. We are open Monday - Friday 9am - 5pm for checks to be written.
  
  
  This has been communicated to all as the customer called me because of the misinformation they provided again on the last response. We have tried and want to get this finalized and behind us to complete the transaction with the customer. 

  Customer response

  09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The craziness is that the customer follows full instructions from the business, and instead, the business refers to our case and complains as crazy. First, I would like to note that it is crazy that it has been a year since we received this car, and we are still trying to get reimbursed for the repair. We have been trying to work with the business while there have been several misinformations in the previous business responses (such as not bringing the car to the dealership). In their previous messages, it was claimed that we did not follow their instructions in making the repair, and only after providing the evidence, they finally agreed to reimburse. We called Zac about two weeks ago, and he mentioned that they would pay our exact cost ($775). *** did not mention anything about the reimbursement method in our call, and we have been waiting for their calls and emails. We called and emailed Zac last week, but he did not respond. Shouldn't the store take our mailing address before sending any mail and update us about tracking number of the $775 check? and regarding the previous message of business:
  *============================================
  This is again the craziness of this complaint. I, *****************, (General Manager) have responded to each and every BBB lead/request with this complaint. **** has not responded to or crafted a response a single time. I just turned and spoke to ****, who sits next to me, and he has not spoke to anyone on this deal in over 2 weeks? We have been back and forth on this complaint since the beginning of August. Each and every complaint has had misinformation from the consumer. We stand by our last message and response.
  *==============================================
  The craziness of this complaint is the fact that instead of asking your employees to respond to customers' calls and carefully reading our message, customer is accused of providing misinformation. We are trying to focus on the main problem, but business does not allow it. Let's re-read our previous message:
  *=========================================
  I would like to thank **** for his response. After several painful months, I feel that we are eventually heard. In the past few days, I made many calls to ***************************, who is responding to BBB on behalf of Bob Rohrman Toyota, and left a number of voicemails but have not heard back. We called Bob Rohrman Toyota and asked operator to connect us to ****. We had to leave voicemails since nobody responded. We previously did the same as well but could not reach ****. His last response is promising, and I believe we would be able to close this case, but I am not able to reach him. 
  Since we carefully followed ******'s (Sales Assistant) instructions, we would like to have a full refund. The body shop that he asked us to take our car to was about an hour's drive from our home, but although there are several body shops in our neighborhoods, we took the car to that body shop instructed by *************
  *================================
  The misinformation that business refers to in our previous message is that we referred to the respondent as "****," who is in the Bob Rohrman Toyota management team, which is apparently a big deal while we are thanking them! First, as you can see in the attached message, we do not see the respondent's name. So, we should have guessed that your employee "****" responds to messages on BBB. This is craziness. Second, if it is extremely important, you should have introduced yourself in the very first BBB message, while in one of the BBB messages, the name of **** appeared in your message. By the way, **** is an employee there; "next to you," we left several voicemails for him. Did we not deserve that he calls back, responds to us, or conveys a message to you that we have been calling Bob Rohrman Toyota regarding this issue? Isn't it better to push your employees to respond to the customers' calls? It is the craziness of this case that we have been dealing with this issue for 10 months, and yet we have been accused of providing "misinformation" while we have provided document for everything.
  As I mentioned from the very beginning (****** knows it well), we live in another state. I am working 40 hours per week, and I have a 3-year-old kid. If we want to drive to the store, it would be a 68-hour drive. I cannot leave my job and take a 68-hour drive while there is a risk of death associated with such a long trip for my family. Is it considered "Caring about Customer Experience"? Instead of asking a customer for the most convenient method, the business is trying to push the customer for a ******* drive.
  Here is our solution. We can send our friend named "*************************************" to the store. Once the business uploads the proof of receipt of the check (in the amount of $775) signed by him, we will have no other claim and accept and close this case to leave this behind. If it is fine, please let us know, and we will send him to the store.

  
  Regards,
  *********************************** Seilabi

  
  

  Business response

  09/20/2023

  Please refer to the last message and close this case. The check will be available as mentioned at Rohrman Toyota upon the customer arriving to the store to pick up the check. We want to hand the check to the customer and not to a friend who was not associated with this transaction.

  Customer response

  09/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As stated in my previous response, I am living in another state and working 40 hours per week. If I come in person, it would be a 6-hour drive, and since I have to bring my 3-year-old kid as well, it will be dangerous to both mine and my kid's lives en route. The business knew that we were going to live in another state before selling this vehicle. Since the business claims that they already mailed the check (without getting our address or even providing a tracking number or any information about the mail for us), I suggested a solution (handing the check to our friend named "*************************************" in the amount of $775). It depends on the business to close this case and leave this case behind, but my 6-hour drive with a 3-year-old kid to get a check from the business is off the table.

   

   Regards,
  
  *********************************** Seilabi

  
  

  Business response

  09/25/2023

  Please email me at **************************************** with a written authorization form for your friend to be approved to collect the check with your consent. Thank you. Your friend at the time of pickup will need to have a matching drivers license to receive the funds as that person was not and is not on the deal as mentioned previously

  Customer response

  10/03/2023

  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. 
  
  We got reimbursed after several months thanks to BBB.

  Regards,

  *********************************** Seilabi

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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
  

*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. ↩