ComplaintsforRowe Auburn

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** **** westbrook commercial service has had my truck since march 11th when it was towed into the shop for repairs. During that time they have scheduled me in 10+ times and yet still have yet to even diagnose it. They are incredibly hard to communicate with. Some days they wont answer the phone at all. I recently had the service manager promise it was going to be diagnosed on monday february 19th. The service manager said he would call me. I waited till now thursday february 23rd to try to call him. Several calls throughout the day and no answer. Initialy I had it scheduled for february 16th with the understanding that they would come and tow it to their shop. After that day came and went they told me they dont **** vehicles in for service like I had been told. I then had it scheduled for march 11th when I personaly had it towed in. I couldnt get ahold of them for a few days after towing it in. When they did pick up they told me my truck was missing on their lot and i missed my scheduled service appointment. They eventualy found it with the keys sitting in the ignition on their lot. I have been told that since it was towed in and i missed that "appointment" on march 11th that it keeps getting pushed back due to labor shortage. Yet they have "scheduled" multiple appointments for service since then. I feel I have been more than patient. I take their word when they say they are going to do something even when everytime its an excuse or blaming me. I am hesitant to find another mechanic as it is a commerical claas vehicle and not many shops work on them, and i have already spent over 400 dollars to tow it in. I just want communication and for the work to be done in a reasonable ammount of time. Not having a vehicle for this long is putting a strain on my life. I know its not something this buisness would do but atleast loan me a junk car in the meantime if your going to take months. Or atleast be honest.

  

  Business response

  05/24/2024

  Thank you for speaking with us and we apologize for the communication issues.  As we talked about on the phone we will call you back a little later after gathering more information.

  Customer response

  05/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Was told they would reach back out to me with any kind of update. As they had no explanation of why its taking so long and the communication is so bad. I asked if it would be addressed in a reasonable time, they said "i hope". Here it is a week later. Noone has followed up. I have no idea why its not being addressed and what my wait time may be like. If i know its going to be a month Ill consider my options elsewhere but I have no idea if they are currently working on it or what they have planned so im hesitant to make any plans elsewhere. I have called three different numbers today searching for an update. ***** has answered once again. Im wondering if this is a joke at this point. They have like 10 managers but cant get any work done and complain to me about how they dont have technicians. I wasnt even contacted by anyone outside of that department. It feels like they are just brushing it under the rug further.

  Im at a loss for what to do at this point when I cant even get a reaponse outside of the bbb or yelp reviews. Where is the general manager?

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cylan

   

   

  

  Business response

  06/03/2024

  Hello.  I apologize again for any communication issues.  Im currently with ***************************** our Parts & Service Director and we just left you a message to try and help out.  I believe he left you a number to be able to get in touch with him.  Have a good day.

  Customer response

  06/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Where is my truck *****************? Another week of lying to me and not answering phones or calling back. Whats going on? 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cylan

   

   

  

  Business response

  06/10/2024

  Hello sir. ******* apologize again about the communication issues.  We did not do a good enough job in that area.  Our Parts & Service Director said he just spoke with you this morning and that your vehicle should be done today. ******* understand that you spoke last week as well and that your vehicle was supposed to have been done at the end of last week. *******f we were unable to complete the work in the said time, you should have been contacted. ******* am heading away to a work event today but will follow up to make sure this is done.  Have a good day.

  Customer response

  06/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  After four months of being lied to and ignored I got my truck back today. Prior to the work being done I received no invoice and never signed off on the work to be done. I was also under the impression that the repairs were being covered by *******************, telling me that he got it approved to be covered by *****************. Under that impression I allowed them to keep the truck. Had I known that was a lie I would have towed it elsewhere. When attempting to pay for it I was told they no longer finance services and given no options till I pried it out of the man i was working with. He told me in no uncertain terms that they do not take sunbit. he said not for two years. I knew it was a lie cause I had used it with them in the past year. I had to go to 2 other departments to confirm they indeed do take sunbit. I then had to convince the man i was dealing with to do the transaction. Everytime he lied he had a slight grin which to me confirms that this has been what i would assume is transphobic harrassment given them insisting on calling me sir. **** I received my key and tried to start my car, it wouldnt even start. They were kind enough to jump it so i could atleast drive it home and out of their possesion. Im probably going to have tp go to another mechanic anyway after months of waiting and thousands of dollars spent.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cylan

   

   

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they stole my truck and sold me unsafe junk new car i asked many times for my truck back and told them many times the new car is a lemon and is unsafe to drive do to all of the warning lights and they said oh those are just lights that all i got the car they said was new and no problems on 11/08/23 and i have been telling them i want my trade back due to the car can not be fixed and was sold to me broken so i am not sure how they ******** me somthing new that is broke because i never would have made a trade for that car on top of that they told me if i register the car they could do a buy back that cost me ******* dollars i had to get rid of two of my other cars to get that money for them to say sorry we cant do the buy back now because of ***** law i did not want to register the car at all and if i had known that they was going to pull that c*** i would have never done it this ************ is full of lies i just want my truck back plus the ******* that i was tricked into paying

  

  Business response

  03/04/2024

  Hello sir.  I'm sorry to read that you are having this issue.  Are you doing business with the **** Westbrook or Rowe Auburn location?  I want to make sure to get you in touch with the right person.  Thank you and have a good day.

  Customer response

  03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

  Rowe Auburn 699 center St. P.O. Box 500 Auburn Me ***** phone number ************ is the location that I purchased the vehicle
  
  Regards,

  *****

   

   

  

  Business response

  03/05/2024

  Hello sir.  I see where you are working with Rowe Auburn.  Would you like me to have someone from our Auburn location to reach out to you?  Have a good day.

  Customer response

  03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   no i do not need to talk to any one at ************* i have already tried talking and email with no result and they said that i would come back with a pile of paper work for the lemon law and from the better business bureau to get my truck back and the full buy back on the mustang i have spoke to **** service manager dani ********************** lady **** the manager and the ********************** manager **** with no help on the buy back they said to call **** and i have spoke to ****** at **** . com with the same information saying i need to contact the bbb and lemon law
  
  Regards,

  *****

   

   

  

  Business response

  03/12/2024

  Hello.  Sir.  I see.  Please let us know if there is any information needed from Rowe Auburn.  Have a good day.

  Customer response

  03/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   hello hope your day is well the only information i need from Rowe Auburn is when they are going to take back the broken car they sold me and give me back my trade  
  
  Regards,

  *****

   

   

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ************* in auburn on 08/18/2023. My car was towed to the quick lane at around ****am. The quicklane had my vehicle for 5 before working on it (fixing two tires that were damaged from a pot hole) and then delivered back to my house on the 6 hours. They told me my bill was all set and a worker drove the vehicle to my house and gave me the key. 30 minutes later I got a phone call stating that the tire claim got denied due to it being expired. They stated that it was only valid for 5 years and it's 1 year past that. I said this is incorrect that all the paperwork that I have stayes 84 months of coverage I also have emails stating this. I provided this email string and pictures of the pdf. They would not accept this and kept referring to 5 years. At this point they've threatened to take my car and put the old damaged tires back on. They know that I have medical ailments that require medical appointments and not having a car is not an option. I cannot financially afford what they are trying to make me pay - regardless I have paperwork stating I'm covered for free tire repair if damages by a pot hole for 84 months. Please rectify asap.

  

  Business response

  08/28/2023

  Hello sir,

       I am sorry to see that you are having this issue.  Someone in management from the Auburn location will reach out to see how they can help.  Have a nice day.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In March of 2023, I purchased a used 2019 Hyundai ************** from **** Westbrook for just under $20k before ************* Being a used electric vehicle with a single previous owner, being resold by dealer, and meeting all other stipulations in *** Code, Section 25E, this vehicle is eligible for a $4,000 federal tax credit and, thus, there are reporting requirements for the dealer to the buyer at time of sale, as well as to the *** following the end of the tax year within which it was sold.Upon making my purchase, the business manager, *******************, had not yet heard of this tax credit or the reporting requirements. Upon informing me of that, I provided a link to the *** website where the credit, eligibility guidelines, and dealer requirements were listed. After reviewing this information, **************** was still felt unsure with how to proceed and brought in ***************************, Sales Director, to the conversation. ******************** was rude and condescending, and flat out refused to provide the mandated seller document (required by the ***) to me that contains the information needed for me to claim the tax credit, stating "we are not tax professionals." I made the argument that I was not asking for tax advice (his insinuation), nor for them to do taxes on my behalf, but simply provide the document they are legally required to under *** Code 25E. Still, he refused to provide this information.As of this time (August 12, 2023), I still have not received the information required from the dealer and am requesting this be rectified. Additionally, I'm requesting that the proper paperwork be submitted to the ***, following the close of 2023, as required in Section 25E, so that the documentation is on file with that entity for my credit to be successfully claimed.Dealer requirements for the Clean Vehicle Credit can be found on the *** website here: *************************************************************************************************************************.

  

  Business response

  08/14/2023

  Hello Sir,

       I am currently away on a work trip but will have someone reach out to you in hopes of finding a solution to the situation.  I am sorry to see that your experience wasnt a good one.  Have a nice day.

       

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have been contacted by the business and they have provided the documentation requested to resolve my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  *******************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  * Purchased a 2023 Hyundai Palisade Calligraphy on March 11, 2023. * Purchase price was $51,227.73 * Traded in a 2021 *** Terrain for $23,000 * Payoff amount on our signed contract for the *** Terrain was $20,260 with the difference of $2,740 applied to our purchase. * On March 20th, we paid $460.64 on our *** Terrain loan because it was due during the processing time of our purchase of the 2023 Hyundai Palisade Calligraphy. We were also recommended by the finance manager at **** Hyundai to make the payment and we would be reimbursed the difference of our payoff amount of $20,260 and what would be owed on our loan at the time of the official payoff. On March 28th, **** Hyundai paid remaining balance on our *** Terrain of $19,837.78, leaving a difference of $422.22 that was still owed to ** based on the total agreed/signed contact amount for our 2023 *** Terrain trade in. * We have attempted to resolve this issue directly with **** Hyundai, including trying to contact our sales person, the finance manager, and general manager, to receive the $422.22 that should be owed to **, but have not received any additional communication to resolve the issue.

  

  Business response

  05/23/2023

  Hello,

       Sorry for the communication issues.  Our Sales Director will be giving you a call to help out.  Have a good day.

  Customer response

  05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date : 2/24/23 Sales Representative : ********************* Sales Manager : ************************* 2/21/22 I spoke with ***** about a truck for sale. 2019 **** F250 crew cab lariat . This truck was at the Westbrook location. He gave me information on the truck and I submitted a written offer of $51,000 out the door. The truck was listed for $50,592 and he said he would see what he could do as I just bought a 52,000$ truck from him ten months ago. He called me on Friday 2/24/23 and says we have a deal and the truck will arrive at noon and come in for a test drive. I test drive the truck, check it out, and really liked it so we shook hands and made the deal of $51,000 out the door. As he was preparing the buyers order so I could get the financing from my bank, ************************* the sales manager comes over to me and apologizes but says he can no longer sell me the truck at the agreed upon price, they had more money in it than they thought . He said the new price was $53,310.45. This was a bait and switch. 3-4 days of correspondence and 4 hours on Friday of my time was wasted. I dont think it is ethical or professional practice to confirm a deal set in stone several times, and change the price over $2,000 dollars simply because they didnt realize how much money was into this truck , the same truck we have been conversing about for three days, they should have done the dui diligence prior to me walking through the door let alone confirming and setting a deal in stone.

  

  Business response

  02/27/2023

  Hello ****************,

       Im sorry to see that you had this issue.  Someone from the Auburn store will reach out.  Have a good day.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** sold me a set of tires, I price shopped and told them they were charging several hundred dollars more than their competitors. The sales person told me the reason for their hire price is because they are warranties for 90k miles for any reason. I paid over the phone and was not given any terms and conditions paperwork on the warranty. I purchased these August 17th, drove around **** miles, and October 11th I got a low tire pressure warning. I filled my tire with an air pump which I have at my house - the car was not driven anywhere before being refilled. I called and booked an appointment with ****, their first availability was 9 days out but they said I could try my luck with a walk in appointment (not guaranteed) - I brought my car in immediately and was told that the integrity of the tire was compromised and because there was a nail in it they were not going to cover it by warranty.

  

  Business response

  10/12/2022

  **************,

       I'm sorry to see you are unhappy.  I have let the General Manager of Rowe Auburn know and someone from Rowe Auburn should reach out to you soon.  Please let me know if that does not happen.  Have a good day.

   

   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is for **** Hyundai Westbrook ***** not Auburn *****. I bought a brand new Hyundai Veloster in 2015 with a 10 year ******* mile warranty. I performed over and above all of the scheduled maintenance. At ****** miles I had issues with loss of power (very dangerous) and extremely high oil burn to the point where the vehicle would shut down. There were several recalls including one for the loss of power and oil burn so I took it in a YEAR AND A HALF AGO for the issues and they had my vehicle up until last night. I had gotten loaners throughout that time. Everytime I called, I would never receive a callback or any updates on my vehicle. The only time they responded is when I told them that the loaner I had needed maintenance and then they would just give me another loaner. They never pursued the recall through Hyundai because they said it was too difficult. They said they cleaned the carbon out of my engine and it should be fine. I was concerned that my vehicle had been sitting on the lot with no one driving it for a YEAR AND A HALF and emphasized that I had just put brand new brakes on right before I dropped it off to them and needed to have the whole vehicle checked out. They scraped the brakes and gave me new tires. They also said they would put a new sticker on and let me get my registration. I was waiting to hear back on the completion and my mileage. Last night I received 5 harassing and threatening calls and several text messages from an associate named **** saying that they need the loaner back now or they are calling the police because the vehicle needed to be registered, this was not true. I dropped my car off 4/20/21 and picked it up 7/18/22 with repairs not complete and worse issues. Parts thrown in the back, weak breaks and the car shakes. I am attaching all my service records and the record from what the dealership did for work during the year and a half.

  

  Business response

  07/19/2022

  Hello.  I'm sorry to see that you haven't had a great experience.  If possible, I was hoping we could talk sometime over the next day or two?  I would like to see how I can help.  Have a good night.

   

  Tell us why here...

  Customer response

  07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company purchases fake positive reviews from its employees. I know this because I was an employee and was encouraged to ask my friends to post a positive review as part of a contest where each positive review could win me $50. This is an illegal practice and I want the customers to be aware as well as discourage **** **** in Westbrook from doing this again. If you have to be dishonest about your business, then perhaps its not that good of a business. Reviews that mention a specific employees name were fake reviews, as the employee had to be directly mentioned in order to receive the money. They also had posts made on their quick lane page, ******* page and hyundai page.

  

  Business response

  04/18/2022

  Hi Hope,

       I am sorry to hear that you understood the incentive that way.  There was an incentive but it was not stated nor was it the intention to look for fake reviews.  This was designed as an extra incentive for employees to try and go out of there way to give customers a great experience so customers would want to name them in a positive review.  If anyone told you verbally to get fake reviews or you took it upon yourself to ask for them then that shouldnt have happened.  Often employees and customers work well together and a customer likes the person they worked with.  Many of the folks that visit our store are nice enough to leave positive reviews when they are asked if they had a good experience and told where to leave them.  Often customers leave nice reviews even when reviews are not mentioned. Yes we want positive reviews but real ones.  At this point in time there are various ******** accounts and ****** pages to leave reviews on and employees can help direct customers to those specific pages for their area of the store.  Also, when employees help to give a customer a good experience it can be helpful for new customers to see the employees name and at times they ask specifically to work with that employee.  Salespeople, service writers, as well as other employees deserve credit for a job well done and we hope it helps them to be able to work with more people by doing a good job.  We also have technicians that certain customers like to have work on their vehicles exclusively.  Lastly, I just want to repeat that we are not looking for fake reviews.  We have unfortunately not always met customer expectations but we as a store and individual employees have also often met or exceeded customer expectations which can be there to show a more complete picture.  There are real customers that have specifically named employees in some negative ways but thankfully mostly positive.  I know you werent with us very long so Im sorry you understood this that way and hopefully this clarifies the situation.  Have a good day.

  Customer response

  04/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is an attempt at **** **** in Westbrook to gaslight the situation  When the ******* himself said to ask friends and family to leave reviews, because ************* was, and I quote buying reviews again. Its clear ************* not only cant take responsibility for their actions, but also chooses to gaslight those who call them out for those actions. You should not have to offer an incentive to get reviews. A credible business would receive reviews organically. It absolutely is suspicious that *************************** received 5+ reviews in a row from customers the day this competition went active. I read the competition rules on PinkNotes, and it was not phrased as an encouragement to provide great customer service, as the business states, but to get positive reviews however necessary, and the other employees stated this and said it happens often. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hope

   

   

  

  Business response

  04/20/2022

       There is no gaslighting.  Im sorry to see you feel that way.  We have had things like this in the past periodically where it was specifically stated to not ask for fake reviews.  That could have happened this time.  The goal is never for fake reviews.  Additionally, if one of our ******* told you to get fake reviews that shouldnt have happened.  We will try to find out who it was and talk with them.  I was unaware of the confusion before your note so afterwards made sure to send a message internally to our staff to clarify that we dont want any fake reviews.  With regards to Rich who you mentioned, he deals with sometimes 12, 15, and even 20 people a day.  Most customers are happy with him and if he asks them to leave a review with his name they often will.  Sometimes a person who is happy wasnt planning on leaving a review but will if the person they work with asks them to.  The store itself has many more people than that visit every day.  People may also need direction for where to leave a review as there are many places.  Im sorry there has been this confusion.

*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. ↩