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:07/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My vehicle was brought in to receive a estimate for repairs after a theft. Instead the shop stated they would begin the repairs. There has been a lack of communication between the shop to insurance company, and vice versa, as well as to me as well. Several visits have been made by myself just to get updates because the mgr, *********************** is never able to be reached by phone. After a month I was told a part was on back order which caused the initial delay. I then told the part had came in and vehicle could be picked up, which did not happen as "supplement" needed to be reviewed by insurance company. Which was incomplete by the shop. I was allowed to view my vehicle after 2 months only to observe no repairs had been done and my vehicle was now worse than when it was driven in. (dented, immobile, etc..).At that time, 7/29/23, I requested to have my vehicle surrendered back to me as no repairs had been done (which I documented) I was told all was needed was to be towed away. The tow arrived after business hours, the next business day 7/31/23, I go to reattempt to claim my vehicle and was told "repairs are complete" and that payment was needed. Upon review no repairs still had been done only a bad cover up. And the shop refused to surrender my vehicle.

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction 09/22/22. Purchased a prepaid oil change tire rotation package. Used one this day. Have 2/3 remaining. I arrived February 2023 to have an oil change. Informed dealer was sold and would not honor prepaid package. Told to contact old dealer and request refund. Did so by mail late February, no response. I would like a 2/3 refund for what I paid. I did use 1/3 of what was advertised to me but what I paid for is not being honored.

  Business Response

  Date: 03/24/2023

  *********************************** is handling all refunds for this package the customer purchased from ******************.  **************

  Customer Answer

  Date: 03/25/2023

   
  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

  Date:02/08/2023

  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.

  Summarizing my letter. I was told my car needed almost ***** worth of work and it was NOT covered by my extended warranty.Something told me to call(Warranty Company) myself and I was told No claim has been submitted and they CANNOT tell you what is NOT covered without Calling your warranty company.On December 22nd my warranty informed Rogers they would be covering over ****** which is minus my $100.00. Also, if the guy from Rogers had called my warranty company they would have informed him that they setup a rental through ENTERPRISE for my discount. I went to Enterprise myself and was informed they had NO discount. I ended up paying a $120.00 for one day (Rogers Auto cost me this high amount).On December 23rd ***************************** informed me they were still waiting on a part. He said my car was driveable and I could pickup my car for the holiday. He stated Ms. ***** "ALL you need to do is pay YOUR portion of $530.25 and we will call you when the part arrives".Well, the part finally came on JANUAURY 10th and I headed to the dealer on the bus to pickup my car. I went to the cashier and she said I owed over *****. Long story short, I had to pay an additinal $662.00 before getting my car. They claim my insurance only approved over $1,500,** when the originally approved over $***** on December 22nd. On a previous visit to Rogers now ************* on December 7th, my oil change coupon was not honored and when I had the maintenance done on December 23rd my coupon was not honored. I was told by *********************** does NOT honor Rogers coupons as of December 1st.. So why does my return sticker for an oil change on March 7th say Rogers Auto and there is still a sign on Wabash that says Rogers, BUT they are NOT honoring their coupons.Thanks In Advance.P.S. I try to go to the dealer so I am not mistreated, but I see NOW the dealer finds extra things wrong on a car to make money.**I believe Rogers added additional maintenance work that was NOT covered.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19367615
  
  I am rejecting this response because:

  This is not accurate. On December 21st,  ************************* called me into a cubale and told me exactly what was wrong with my vechicle, gave the cost and said it Was NOT covered under my extended warranty .This information was given to me at 9:45 am I said fix my car. That's why it was left to be repaired at me paying for it. I called my warranty and they informed me that i had platimun coverage and NO claim had been submitted and for me to call the dealer right zway and not pay for almost ***** that was quoted for my repair.

  Once again this is not accurate in rhe dealer stating the diagnostic wasn't possible.   I was told exactly what was needed and that's why my car was left for repairs. 

  Also,  yes rental is on me, but if rhe Service Advisor would have called my Warranty company  the voice mail says are you calling about a rental  and out courest would have informed me i had rental  coverage.   I had never called my warranty company before December 21st.   The Service Advisor calls for approval.   Once again being misled by a company i patronize frequently.   Feel free to post my letter. 

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

  Business Response

  Date: 02/27/2023

  As previously stated there will be no refund given.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19367615
  
  I am rejecting this response because:  

  I was told on December 22nd by ************; Parks while i waiting for a part my portiion would be 530.25.

  This information was given to me after he called my warranty company. 

  Please keep in mind he Did Not call my warranty company but informed me nothing was covered. 

  I had to call me warranty company on December 21st. 

  Once again I was told to pay my portion of ****** and I was only waiting on a part.

  Why did i have to pay an additional ******.

  I will no longer give this company any more business if my ****** is not refunded. 

   

  This is the reason. I did not  purchase  my car from this dealership and currently is telling my friends  and family Not to support this company. I have a return sticker from Rogers for an oil change on March 7rh.

  You can cancel that appointment and any other appointments 

  SIncerely,
  
  ***************

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2021 ***** Trailblazer in 2021. The transmission went out in July 2022. My car sat at this dealership until Mid November waiting on parts. I was told to rent a car. Which I did out of pocket. Was only reimbursed a 3rd of what I spent. I was told that they didn't have any loaner cars. Now how was I supposed to get to work to pay for a car that wasn't working and my rent. After a month of not having a car I was given a dealer car to drive. Only could afford the rental for 3 days due to not being reimbursed all of my money. I was told that once the car was repaired that I would given a check covering a month's car note for the time I was without a Vehicle. At this point my vehicle has been repaired and returned back to me. But I've been given the run around in regards to the check totaling $283.05. From the person taking care of the check being out due to Covid, to the service representative no longer working there. To accounts payable not returning my phone calls. Along with the service department not returning calls as well. Not to mention customer service not answering when you call the business. This is unacceptable business practice. Just give me the check so that I can be on my way.

  Business Response

  Date: 12/09/2022

  Rogers Auto Group has been sold which could be the reason for the delay.  I have cut a check to ************** and will put in the mail today for the amount of $283.05

  Customer Answer

  Date: 12/13/2022

  Complaint: 18543222

  
  

  I am rejecting this response because: I still haven't received a check from them via mail or a call to come and pick the check  up. 

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 01/12/2023

   
  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

  Date:09/16/2022

  Type:Customer Service 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.

  August 16th bought new car from the dealership. Radio went out 1 week later. Took it back to dealer and they said it would take 2 wks to order part. It has been 3 weeks close to 4 weeks and I havent heard anything form the business. I have callled and left messages after the 3rd week and no one has gotten back to me. I need to know the status of this repair . Please return my call.

  Business Response

  Date: 09/27/2022

  the ******** ****** has been repaired under warranty at no charge to them. This repair was completes on 9/26/2022. I spoke to them prior to the repair and advised them of the date the part was ordered and when it arrived.

   

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

  Fixed Operations Director

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2021 ***** Trailblazer from Rogers Auto group 14 months ago. I noticed a while ago that while switching the gears the vehicle wasn't following the commands. Upon taking it in for oil changes to the dealer in ******** I informed them of the things that I was noticing. They always said that the vehicle was good. Finally, they suggested that I take it back where it was purchased it. Which is what I did 4 weeks ago. I was told they needed to keep my vehicle and they didn't have any loaner cars. Also to go and rent a car and they would cover up $50 a day. After I fronted all the funds for rental I was then instructed to email the rental to manager. I've called and stop by Rogers on multiple occasions and end with the same results, Nothing! No response to refunding me for the rental. No returned phone calls. No way for me to get to work. I'm left with no vehicle and no answers.

  Business Response

  Date: 08/24/2022

  ************** was offered to rent a car and then we would submit to ************** the bill once repairs are finished. I spoke to her today and confirmed that the offer was made.  I advised that I would assist in any way possible and update her on the eta of the transmission ordered from **************.  We cannot reimburse for a rental car prior to the completion of the repair.

   

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

  Fixe operations Director

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17751748
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/26/2022

   
  I did recieve a call from *****. The conversation didn't go as he stated. Further more I wouldn't have rented a car if ***** his repair manager hadn't told me to do so. ***** has offered to provide me with a used car or either work out a deal with enterprise for a rental. These people have my Car and has received their $30,000 from the credit union. I'm left with no car and paying a car note. Every other dealership has loaner cars, This behavior is unacceptable. He was supposed to call me back by 2pm on Tuesday with the details of when the car could be picked. Haven't heard any more from him and he's not answering or returns my phone calls

  Business Response

  Date: 09/12/2022

  ************** was offered to rent a car and then we would submit t ************** the bill once repairs are finished.  I spoke to her and she confirmed the offer was made.  I advised that I would assist in any way possible and update her on the eta of the transmission ordered from **************.  We cannot reimburse for a rental or other goodwill prior to the completion of the repair.  Customer has been updated as to the arrival of her parts on 9/20/22.

   

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

  Fixed Operations Director

  Customer Answer

  Date: 09/12/2022

   
  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

  Date:08/07/2022

  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.

  My 2020 ***** equinox stop working one day the engine light came on and states SERVICES esc TRACTION OFF I got it towed to rogers they replaced the spark plugs, , cleaned the injectors , and also cleaned the throttle body they charge me ****** they said it was covered under the warranty I had no problem with that as long as my car is back running properly That was on 7-22-2022 drove the car home no problem. Later on that tried to start the car same ************* ESC I tried to contact ROGERS I sent and email and left voice mail for OCACR no ONE got back to me, . I contacted ***** spoke with a rep to explain my ISSUE I SPOKE WITH ******** phone no. *********** she stated she would contact ROGERS SHE was very helpful, she got in contact with Rogers I was PHONED by rogers to bring the car back in. Got the car towed back to ROGERS on 8-2-2022 This time ***** informs that all 4 piston are cracked and it will fixed free of charge, My thing is why was this detected the first time I GOT the car towed I feel like they took my money I Want my ****** back

  Business Response

  Date: 08/15/2022

  ************************ charges are for maintenance items, and even with a more extensive repair needed the original need to replace spark plugs was required.  The cost of these maintenance items is not under the warranty remaining on the vehicle.  No refund can be offered for the services provided.

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

  Fixed operations Director

   

   

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17685174
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I understand the car wasnt covered under warranty but I paid them to fix my car I paid 676 dollars for nothing because obviously what they fixed the first time wasnt the problem. Why wasnt the problem detected the first time , why was it fixed for free the second time if it wasnt covered under the warranty.

  Business Response

  Date: 08/24/2022

  The response dated 08/17/2022 asserts that the warranty failure was the cause of the charges and thus should be reversed.  The spark plug replacement ad inductions cleaning are both maintenance items that were required and are not covered by warranty.

   

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

  Fixed Operations Director

   

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17685174
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I paid for repairs that didnt fix my problems I will provide documentation that will show what they fixed the first time and what they fixed the second time, why wasnt it fixed correctly the first time , and also why was I charged the second time if the car wasnt covered under the warranty 

  Business Response

  Date: 09/12/2022

  The items ******************** paid for are not covered by warranty, the fact that other warranty items have been repaired does not make the non-warranty items covered.  Thus we cannot offer a refund.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17685174
  
  I am rejecting this response because: I am aware my warranty had expired but I paid to get my car fixed and it still wasnt fixed so basically I PAID FOR NOTHING , then I GET THE *** TOWED there again and it was fixed free of charges but for different repairs , I just feel like they took my money and said s**** me because obviously what was fixed the first time wasnt the issue so I feel like I was scammed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The week of May 30th the salesman called for me to come in and see a car. He said Hyundai approved my loan without needing a co signer. On June 2nd I went into the dealership and signed for the car. I was contacted 1.5 weeks later to come back to sign the contract again. Two reason were given: 1.) The car payment is 20 cents less and I need to resign 2.) The loan package was lost by Hyundai. I took off of school to go into dealership again to sign the papers. On June27th i get a call from salesman stating that Hyundai did not approve the loan and that I need a co signer to sign for on loan for 12 months. I was told I can get another car in 12 months because my credit would have increased. So would that leave me to be upside down by ****** dollars to come back to get another car? The salesman is not working in the best interest of his customers. The floor manager was very rude to my mother on 2 occasions. The bottom line is that I have driven this car for 3 weeks and now I have to take it back. Rogers Auto group dropped the ball some where in this deal. The owner **** was not even willing to offer anything for the inconvenience. He said they were there to sell cars not take them back but his words don't match his commitment.

  Business Response

  Date: 07/08/2022

  **************** has taken delivery of her vehicle and the financing was completed.  

  Customer Answer

  Date: 07/08/2022

   
  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,
  
  Jaiye ******

• Initial Complaint

  Date:06/02/2022

  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.

  Im not sure who I should speak with about my issue, but I was sold a car thats been in two accidents that I wasnt aware of. I found out June 1st 2022 when I went to trade the car in. Thank you for your time.

  Business Response

  Date: 06/08/2022

  When ************ purchased her vehicle a Car Fax report was run and signed off by her acknowledging that there was one damage report on the 2016 she bought.  There were no accidents reported at the time of sale to our knowledge.

  Customer Answer

  Date: 06/16/2022

   
  Complaint: 17304051
  
  I am rejecting this response because:

  It is not resolved. Im looking for a refund or the car completely taken off my credit as well as the remaining balance.

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

  Business Response

  Date: 06/27/2022

  The customer signed the Car Fax report acknowledging the damage/accident on the report.  There will be no further action taken regarding this dispute.