ComplaintsforRogers Motors, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dates range over a 5 week period, from July 11 to August *******. The first charge was for diagnosis, which they said they found nothing wrong. Clearly my ac is not working properly. Drive back the 2 1/2 hour drive, to have them look again, which they claimed I need a new air module. Paid the bill went home and the same problem exsisted. So I paid for a part, I did not need. I talked to *******, the service agent about the next part they put in. If it doesnt fox the issue, why should I pay for it? They put in 3 more parts including, a 36 way wire system. I paid almost $2000 and now my car is worse than before. The first time I brought my car home, my battery was completely dead. I drove off the lot after paying my bill and 4 parts, give weeks later, with my ac doing the same thing and now my windshield wipers wont go on at all. And, the day after bringing my car home, my battery was dead again. I have called my credit card company to reverse all charges, as I would want all my old parts put back in, as my car worked better before I took it in. Who else are they doing to this? Claiming I need a part that I clearly do not!!! Showing no proof that the part was needed. Not to mention, waiting an extremely long period of time, for the part to come in. Worst service Ive ever had. What else have they done to my car that I dont know about yet? And is it even safe to drive?

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2009 Ram 1500 almost a year ago from Rogers Dealership and the back window has a seal leak in it and the motor for it is broken. I was told that they would have it fixed at no cost to me. It has been 7 months and they still have not fixed my window. I keep getting in touch with them and they keep stating that someone in will be in touch with me. But I never received a call or email from anyone on when I can bring my truck in to be fixed.

  Business response

  03/13/2024

  We had the consumer in on 9/13/23 to diagnose the issue and found it would need to be replaced at a glass shop. We told ****************** we would repair the rear window at no cost to him and set an appointment with Mr. ********** to get it repaired. We have had it in one time since then with no notice on the work order of a rear window leak rather a starting issue. We are still willing to honor the repair but it seems as though there may have been a communication error. 

  Business response

  03/13/2024

  It seems as though there was a communication error as to getting the rear window fixed. After diagnosing the issue we set an appointment to get the vehicle repaired at a local glass shop but seems as though it never made it. Please feel free to reach out on my direct line ************ to get that window repaired! 

  Regards,

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

  Service Manager

  Rogers Dodge

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the best warranty money can buy for my 2021 Toyota Tacoma. I specifically requested it so I wouldn't be surprised by service costs when seeking maintenance. The last two times I have been in for service, the service tech has talked about some fluids that need to be refilled, at the cost of about $1000. During the first incident I was told the fluids were optional and I opted not to get them. During the second incident I was told the fluids were optional, but if I choose not to get them filled and my vehicle subsequently breaks down, the warranty is void. This does not sound optional to me. I feel this is a shady business practice.

  Business response

  08/02/2023

  Customer purchased platinum warranty that covers mechanical breakdown.  This complaint is regarding preventive maintenance that was recommended due to us living in a severe climate area.  ***** services are optional and recommended based in the customer's best interest to take care of their vehicle at the highest level to maintain reliability.  Customer has a basic maintenance plan that covers tire rotations and oil changes, but any other recommended services would be her responsibility.  Our Service Advisors job is to inform our customers what their car is due for, based on time and mileage and what the customer does with the information is totally up to them.  It appears there is a misunderstanding of her coverage of what is covered and what is additional.  We left a message to go into more detail as to what is and what isn't covered for her.

  Customer response

  08/09/2023

  For some reason (even though they have my cell phone number available to them and this is their usual method of contacting me), they called my work number and left a message for me there last week. I have been out of the office since they left the message and only today received it. I called them back and left a message with the Customer Relations Manager, *********************** (just this morning). Now that I've made contact with them, I expect the matter to be resolved, but at this time it is not resolved. 

  Business response

  08/17/2023

  I received this notification from BBB dated Monday, August 14th, 2023 at 8:58pm.  As stated by customer on 8/2/2023 I left a message unknowingly on her work phone to give us a call, rather than her cell, to which I apologize.  To back up a bit, on 8/9/2023 we got the response back from BBB stating the complaint has been closed as BBB did not hear back from customer.  Also on 8/9/2023 checking my phone messages, customer left a message for me *******, which must have been our requested returned call.  At about 3pm that day (8/9/2023) Svc Mgr **** & I returned her call again and left another message on customer cell phone to call us back. A little phone tag going on.  Then the next day, on Thursday, August 10, 2023, customer purchased a new Tundra and traded in her Tacoma with **, so I believe that the matter is resolved with the purchase of a new vehicle.  Thinking communication was a bit delayed because time for BBB's response and phone tag. 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************** the person at the desk lied about price matching padded out my bill by $717.64 saying they were customer requested when I repeatedly asked only for the ****** mile service on my 2016 Prius.I tried to reach out to the manager over email and I got the run around and have yet to get any help.I have been charged the full amount but $700.00 dollars was my budget buffer for the year and my wife and I live on a fixed income.

  Business response

  03/28/2023

  On the original repair order it clearly states the price of the service that ************** agreed to.  To confirm this, he did sign for it on both copies of the Repair Order.  On reception, Advisors goes for over service maintenance and pricing and get customer's signature to make sure they are on board.

  Svc Mgr attempted twice to call customer and left messages both times for a returned call.  Svc Mgr also sent an email, to which *************************** replied telling ** that he was going to contact the BBB; Svc Mgr then texted him to try to resolve and upon thise BBB, another call was made to customer and went to voice mail again.  3 voice mail attempts left and no returned calls. 
  

  Customer response

  03/28/2023

   
  Complaint: 19853448
  
  I am rejecting this response because:
  
  Again they lied.

  they left two messages and they left out the fact that they texted and I told them email only because after their sales person lied and talked over to me and didnt listen to me

  they show that its in their business culture by ignoring me and not listening and lying I told them exactly what I expect in the two emails they have refused to reply to  so if they really cared about making it right they would fallow through with refunding the $717.64 *********************** ****** me on by being a liar and a cheat who doesnt listen when the costumer tells them Repeatedly that all I wanted was the ***** mile also it you

  look at their yelp half there reviews are people who got ****** over they are disingenuous liars who only care about money 

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

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was interested in a pickup truck. I asked them repeatedly not to do a credit check until I agreed the price they would give me on my trade in. They assured me they would not. Then they did anyways. Not once but twice. Now it is on my credit report 2 times as a hard inquiry.

  Business response

  05/23/2022

  We regret ************* credit was checked when he had told the salesperson that he did not want it checked. At Rogers Dodge we always try to respect the wishes of our customers. However, ************* completed a credit application and signed it electronically on our website. That lead then goes to a manager who did not know of ************* wishes. Because the credit application was signed electronically, the sales manager did a credit check. Unfortunately, there is no mechanism to remove a credit check at the credit companies, unless it was fraud. What we can do is to change our business process to contact a customer before an inquiry is done, even if all the paperwork is signed electronically. 
  
  Thank you
  
  *****************

  Customer response

  05/24/2022

  If a person does not agree to something without stipulations met and it is done anyways it is fraud. Permission was never given. Even if I did give permission at first and then changed my mind (which is not what happend thisbis an example.) You cannot run my credit cause you no longer have my permission.  
  Complaint: 17197616
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

*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. ↩