ComplaintsforRochester Motor Company

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to **** to get a recall part fixed . And they lost my vehicle for over 2 hours, and had it for about 2 days. When i got the vehicle back it did not run correctly their was a virus that would malfunction the motor I was told. On top of that while i was driving home my vehicle started having bad complication and literally was coming undo. I barely made it back to town, and i was followed by extremely srange people that road my bumper with their brights on . When i got to the ramp my wheel came off it looked like and the vehicle would not move. It was due to recall part. I called warranty and they concluded on 2x that its a recall part. And then i cyber unit to figure out that virus issue that i only get when i have to get a recall fixed at ***** While i was headed into emergency surgery **** called to tell me about my vehicle and they fixed it even tho i let them know i am going into surgery and am sedated so i cant make important decisions. After fixing the vehicle it cost $2200+ as they charging for the recall malfunction part they just swap out a day or so before. I could not talk after surgery. And then i dissappeared and was sold. Now my car is missing and **** is involved in trafficking . he deliberately went behind my back and let someone steal my vehicle which had a new motor in it. police report was filed and Everyone still searching for my vehicle that broke down due to a recal part malfunctioning. I have a real mechanic and only go to **** for FREE RECALL REPAIR AS HE IS KNOWN FOR REPAIR FRAUD .

  Business response

  04/02/2024

  We are writing in response to your recent BBB complaint regarding your experience at our **** dealership. We take all customer feedback seriously and strive to address any concerns promptly and professionally.

  
  Upon thorough investigation, we couldn't find any record of such an incident occurring at our dealership. We take pride in our commitment to customer service and ensuring the safety and satisfaction of all our customers. It is deeply concerning to hear about your alleged experience, and we would like to assure you that we do not take such matters lightly.
  We would appreciate it if you could provide us with more specific details regarding your visit, such as the date of service, your vehicle identification number (VIN), or any documentation you may have received during your visit. This will allow us to conduct a more thorough investigation and address your concerns appropriately. Please feel free to contact us directly at our dealership to discuss this matter further. We are committed to resolving any issues and ensuring your satisfaction with our services.

  
  Thank you for bringing this matter to our attention. We look forward to hearing from you soon.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2014 Tacoma pick-up truck on July 15,2023 that was suppose to be fully inspected prior to my purchase. I mentioned to the salesman that I could smell cigarette smoke as soon as I opened the door. He said he couldn't smell anything even during our short test drive. After taking ownership and a 4.5 hour ride home you become nauseated of the smell. The next thing that I recognized was the fan speed on the first 3 setting didn't work and only worked on the high speed. As I'm driving down **** on my way home the steering begins to shake between 60- 70 mph.I have reached out to my salesman ************************* to discount the truck back so I can get these items fixed as this was suppose to be a well inspected truck. He said to me that I would have to bring the truck back as there cost is cheaper to fix than for me to have it done locally. I told him I'm not driving 9 hrs to return this truck so they can fix there mistakes.I have reached out Car Guard locally in ********* ************ to get the cost to remove this smoke from the truck. The cost to fix the 3 problems on the truck is right around $500.00. Problems that need to be fixed. 1. Remove smoke 2. Balance front tires 3. Repair speed control on fan I can be reached at ************ if there are further questions.*******************

  Business response

  07/25/2023

  Hello, 

  We have connected with the guest and come to a resolution that we believe resolves this complaint. We hope the trust is restored with Rochester Toyota, and all parties can move forward with confidence. 

  Thank you for bringing this issue to our attention. 

  Customer response

  07/26/2023

   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.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 **** F150 from Rochester Motor Cars **** Dealership on September 10, 2022. At the time they said the States system was down and they could not produce my temporary plates. I was told to come back the next day to get them. The next day I called *********************** and left a message; he did not return my call. I sent *********************** 2 e-mails (9/12/22 and 9/16/22) requesting temporary tags for my vehicle which went unresolved and unanswered. On 9/20/22 I called and reached ********************* who handles registration and he said he would check into it and call me back on 9/21/22. I never received a callback so I called again on 9/22/22, left another message, which went unanswered. Its going on 2 weeks now since I purchased this vehicle and I have no plates and I am unable to get temporary tags from the dealership. For 2 weeks I have owned a vehicle in which I cannot legally drive and I cannot get answers from the dealership regarding the status of my license plates and they seemingly refusing to provide me with the temporary license plates that they are obligated to provide. The dealership owes me temporary tags in order for me to drive the vehicle. I need the tags that I rightfully paid for 2 weeks ago.

  Business response

  09/23/2022

  Thank you for bringing this to my attention, ******************.

  Upon receiving this complaint today I immediately followed up with ****************** on the status. He followed up by stating, "It is handled. It was a state issue with MNdrive and I advised him of this. The office got corrected today and I have left him a message that I have his tags in my office."

  And while I'm glad there's resolution I expressed to ****************** to, "make sure to ramp up the communication going forward, even if its to say we have no progress. Clearly this guest (you) desired more touchpoints." The experience we created in this situation does not reflect the excellence we strive for, and I apologize that we fell short on the basic communication that should have taken place. If you have additional questions or concerns please feel free to reach out to *********************** (Store Manager) or myself anytime. 

  Regards, 

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

*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. ↩