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:10/29/2024

  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.

  I called and scheduled a oil change before going out of town i slay advised that I was hearing a clicking sound and it needed to be checked out. They only have me a oil change and did not advised that I needed to come back in to get it looked at. I paid for a extended warranty that I was told 5 years or 50k miles that I never used and was still under. I have nerve used the warranty and have connected 2 different people to no rely or getting the issue taken care of which now I am over the date but not over the mileage. I have emailed many times for over a year now and still given the run around I just want my vehicle fixed and since I was told the warrants are only valid at this location where I purchased the vehicle brand new. I just want my vehicle fixed. Like it should of been over a year ago.

  

  Business Response

  Date: 10/29/2024

  After reviewing the repairs on this vehicle, they were out of warranty (factory and ext. warranty) on 12/18/2023 when they came in for their oil change.   We will be happy to look at the vehicle if they would like to schedule an appointment.   

  Customer Answer

  Date: 10/30/2024

  
  Complaint: 22486567
  
  I am rejecting this response because:
  I was assurance that they will validate my warranty and make all nessary repairs to my vehicle since I have only been given a estimate of thy cost to my transmission leak.   Which I'm not sure how it is even leaking i advised them i an still under mileage in currently at 45904 miles and just want my vehicle fully fixed.   Or my money back to take to another dealership that will not give me the run around and fix my vehicle when I bring it in.  Which autos of been take care of almost 2 years ago.   I have time is emails that have never been responded to by two different warranty department personnel.   I have had only one phone call and was never gotten back to just ignored for over a year. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/12/2024

  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.

  Good afternoon, I purchased a vehicle from this company with a trade in with my old car. I had to leave my old car there for a couple days and return back to finish paperwork. I noticed that an employee had stolen a tv from my trunk. This company will not release any footage nor has held anyone accountable for this situation. The owner of the company thinks it is okay to hire these type of people for his company along with rude managers who do not belong in a manager position. I have been very patient with them because Mike Rouen said he would handle the situation it has now been over a month since this has occurred and he will not return any of my emails or phone calls. It is not right for a business owner to have thieves still employed by him because this could definitely happen to other customers and I do not want this to happen to them.

  

  Business Response

  Date: 04/04/2024

  The customer traded in a 2015 Chrysler 200 and signed the paperwork on 1/17/2024 to transfer ownership of his vehicle to Rouen Chrysler. The vehicle was parked in the parking lot in the direct view of a security camera on the same night of 1/17/2024. On 1/30/2024 the customer reached out to our dealership to inform us that he may have left a TV in the trunk of his trade in. The owner of the dealership and a sales manager went to go and check the vehicle and there was no television or any personal belongings in the vehicle. We informed the customer of this, and he began accusing our employees of stealing his television. We reached out and told the customer he could review the camera footage as we had done as well, and he was not willing to do so. A couple weeks went by, and the customer started posting on Facebook and naming employees by first and last name that they were refusing to help and that we have employees who will steal from customers. Again, we offered to have him stop in and check the cameras and he refused. A month went by, and we did not hear from him about stopping in to show him video evidence that what he was accusing us of did not happen. He again started accusing our dealership on Facebook of theft, we offered for him to come check out the videos and he removed the post and did not respond to our offer. 

• Initial Complaint

  Date:02/20/2024

  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.

  Brought my vehicle to Rouen Collision Center on July 7, 2023, after being involved in an accident that affected the rear end of my vehicle. I was called on September 1, 2023 and told that my vehicle was ready for pick up. Upon arrival I noticed that the newly installed bumper on the vehicle was crooked and there was a large gap between the bumper and the seal of the vehicle. I was assured that they would make the necessary repairs, and again sent away without my vehicle. I was once again called on September 28, 2023 and told my vehicle was repaired correctly this time. Upon arrival, the vehicle had not been moved since the last time I had been there, and in addition, the vehicle was dead. Once again, I did not leave with my vehicle. On October 9, 2023 I was called a third time and told my vehicle was ready for pick up. I was not satisfied with the quality of the repairs, but disgruntled with the dealership and the lack of customer service, therefore took my vehicle. On December 27, 2023 I went to my trunk to get my tire jack out and found 2 inches of sitting water in my trunk near the spare tire. This was a direct result of the faulty repairs made on my vehicle by Rouen Collision Center. On January 15, 2024 Ruin Collision Center took my car back into the shop to assess the damages. On February 5 I was called back to pick up my car. Upon inspection I found, mold and rust in the vehicle as a result of the water damage. I expressed my concerns and and was told by the manager that I needed to take my vehicle and that they would be in touch with me by the end of the week. it has now been two weeks since I picked my vehicle up and I have not heard from the dealership. Furthermore, each time I attempt to call, I get forwarded to voicemail. I have now paid a $500 insurance deductible as well as my car insurance paying out a total of $4179.90. And my vehicle is not repaired, but in fact, has endured longer lasting damages due to the faulty repairs made by Rouen Collision.

  

  Business Response

  Date: 03/14/2024

  I apologize for the experience the customer had at Rouen Collision Center. The Fixed Operations Manager and Body Shop Manager that were there when this repair started are no longer working there. I would like to have the customer reach out to *** ****, our Fixed Operation Manager at ************, to set up a time to meet and go over the customers concerns. If the customer prefers, *** can reach out to her. Again, I apologize, Customer Satisfaction is always our #1 priority.

• Initial Complaint

  Date:04/26/2023

  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.

  We took our leased 2021 RAM 1500 Big Horn truck to Rouen dealership in Woodville, Ohio for our service appointment on February 22, 2023. There were four issues they were going to take care of. The truck is still under warranty. The following are the issues: 1. recall on tailgate latch 2. fog lights intermittently working 3. vehicle dash displaying the hood is ajar when it was not 4. remote start not working. As of today, April 26, 2023, we still have not gotten our truck back, now going into 9th week! They said they fixed issues 1 and 2. For a month they worked on the dash display. They replaced the wiring related to the hood ajar switch, also replaced the hood ajar switch and hood latch but everything they did never took care of the problem. I would call to see how things were going and they would apologize saying the parts they replaced didn't solve the issue. They also said the original technician asked for technical assistance. The advisor I would call would say he'd get back with me later in the day or the next day and many times, that wouldn't happen.I suggested they get Chrysler in Detroit involved to rectify the problem. That happened 3/20/23 opening a Star Case with Chrysler advisor ******* *. The Rouen technician stopped communicating. ******* *. said his mailbox was full and she couldn't leave her recommendations, so she closed the case on 4/13/23. After finding this out from my call with Rouen advisor, I suggested they open the star case up again, stating we felt like we had been put on the back burner. They reopened on April 14, 20123 with Star case agent *** *. He made 2 suggestions and as of 4/19/23 he was still waiting for ****'s reply if it worked. On the 24th I got a call from my Rouen advisor stating they ordered the wrong part, so they were waiting for it to be reordered. We've lost 9 weeks of use of the truck, not to mention lost weeks of warranty.

  

  Business Response

  Date: 04/27/2023

  The *******s dropped off their 2021 RAM 1500 on 2/21/2023. Upon original diagnosis the technician found the hood ajar switch was the cause for concern. We continued with the diagnostic procedure to replace the switch, the switch did not correct the concern. Continuing per the diagnostic procedure we opened a Star Case with Stellantis Engineering. Following Star's recommendations we replaced the front facia wiring to try to correct customer concern, and that did not resolve the issue. From there, they recommended us to once again replace the hood switch, the Diagnostic Trouble Code (DTC) returned once again. Star continued to have us test wiring connections from hood ajar switch to wiring harness. The DTC was still present, Star advised us to replace the body control module (BCM) and once again the DTC was still present. Throughout this process the time frame at this point was six weeks. Advisor contacted the customer once a week to give as much of an update as he could. Moving forward Star suggested another wiring harness for the hood ajar concern which resulted in the incorrect wiring harness. Once our technician found it was the incorrect wiring harness, we coordinated with Star Parts to receive the correct harness that corrected the customers concern. The repairs are complete and customer was notified it is available for pick up on 4/26/2023. Advisor has all correspondence between our technician and Star Engineers. 

• Initial Complaint

  Date:08/29/2022

  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.

  They listed price as 63177 for a grey keep wagoneer. When they called they said that it wasn’t the price. It was listed on auto trader as such. I asked why. They said it’s an employee only price and it wasn’t list as such. I want to inform you they are baiting people and it’s wrong. I thought you would like this New 2022 Jeep Wagoneer Series I w/ Convenience Group I for $63177 on ********** ******************************

  

  Business Response

  Date: 09/22/2022

  [BBB Transcription via Phone]

  We advertise all vehicles as employee price because we are located right by ****** **** ******* and ****** ********* plant which is most of our business. We also list a disclaimer that states not all customers may qualify for this offer. Please contact us for questions. 

• Initial Complaint

  Date:07/14/2022

  Type:Product 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.

  On July 2nd I went to Rouen Chrysler dodge Jeep ram in woodville ohio to purchase a certified 2021 ram 1500 with only 11k miles on it and everything was going just fine until the Detailer at the dealership decided to scrap the side of my driver side door all the way down to the gas cap and they offered me 300 to have it fixed which was okay …. At this time I was worried on how it happened… but time goes on we are leaving the dealership with 2021 ram 1500 that I just bought and my brother and mother that was in the chase car behind me was telling me that the rear driver side wheel was wobbling… didn’t really feel anything at the moment cause the road was only 40 mph road if not … maybe thinking it was just unevenly sprayed tire shine cause that can give an illusion of a wobbling tire … but then we get to the highway and I started to notice it a little noise and steering wheel shake and maybe thought they did a poor job doing a balance on the two new tires they installed in the rear so soon has I got home I inspected the car couldn’t tell anything until Tuesday July 5th when oxmoor Chrysler dodge Jeep ram could look at it and thought it was a bent wheel… well had to order a newer wheel cost me $305 so I get the wheel in and still wobbling … so the tech there dig deeper in the situation and found out that the driver side rear axle shaft is bent!! And the dealership wants no part in fixing it and is blaming me for it all and saying I did something to this wheel and no way it would leave there shop like that…. Oh okay but it did … and now some how it’s all my fault and I’m stuck with a 50k truck having to pay 1500 for repairs … just total mind blowing that they certified this truck without properly inspecting it … I have video proof that my brother took with location and time when he was trying to record it to show me… please help! This dealership is basically robbing me …

  

  Business Response

  Date: 07/29/2022

  The truck ******* ****** purchased is not only a certified vehicle, but it still is covered under factory warranty with only 11,149 miles on the truck when he purchased it. When the truck was in our possession it went through a 125-Point Inspection for us to certify it. After the customer took delivery of the truck on July 2nd, he drove it to Kentucky. On July 5th, he took it to his local Chrysler dealership. The dealership contacted us and let us know that the truck was damaged, and they informed us that in their opinion with the damage on the truck the way it is, the truck would not have made the drive from Ohio to Kentucky. Therefore, suggesting the damage was done after the purchase of the truck and will not be covered under warranty. Videos upon request from ***** **** at Oxmoor Chrysler. 

  Customer Answer

  Date: 08/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: You all are so full of it…. You think I would go through all this headache if this was my fault … if this was my fault I would take the 600 bill and be on my way… but when a dealership screws me over I will go to the extreme to fight for what we know is right and we as in my family that came with me to buy this turd of a ram from you all that this truck was like this when I bought it … there is no reason two rear tires should have been replaced on a 11k mile truck that is a 2021 … you can say tire tread was low .. but wait all 4 tires are the same age and milestone … don’t you think it’s a little suspicious that the two rear tires were replaced due to damage to the rear tire being smacked or hit by something … hmmm interesting … but yet me driving on a highway for 3 hours and it’s my fault… perfect sense … think I’m really worried about paying a $600 bill… heck no .. I’m fighting for whats right and what kind of disrespect you all gave me on this situation.. like literally you all could’ve killed us.. like seriously… you put me and my fiancé in serious danger .. like what the heck guys … 

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

  

  Business Response

  Date: 08/08/2022

  The two rear tires were replaced because they were under the required specs for a CPOV vehicle. Rear tires wearing quicker than front tires on a pick up truck is not uncommon. If one tire needed replaced due to damage, we would have only replaced one tire, not two. The customer, and the CDJR dealership where the truck was inspected at, verified that the truck would not have made the trip home, for three hours, in that condition.

  Customer Answer

  Date: 08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because you all put us in harms way… we shouldn’t have made it back you got that right … you all should be lucky we made it back or there would’ve been a big major law suit against you all .. my brother and my mother were behind me the entire trip home .. if they would’ve seen me lose a rear axle cause you all failed to do a proper inspection you all would be be in deep deep trouble … but yet lucky someone was watching over us and we did made it back… 
  I bought this truck over a holiday weekend … couldn’t get it in to no shop until Tuesday .. didn’t think a certified dealer could possibly sell a certification on a car in this type of shape .. but hey guess that’s the sketchy stuff you all do on the daily just so you all don’t have to deal with it especially im out of state customer so you all have more leverage anyways… but I guess On the bright side of all this we are still alive to live another day … amen… 
  
  

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

• Initial Complaint

  Date:07/11/2022

  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.

  Purchased a vehicle from them and a few months later while checking fluids I noticed we are missing an engine cover. Contacted Rouen and was informed that there was a shortage of covers and Jeep was sending lower end vehicle out for sale without them. Rouen said we can buy one for over $200. We contacted Jeep and were told that we are out of luck. We just want what we paid for, since we were not given a rebate fire the missing part.

  

  Business Response

  Date: 07/12/2022

  Customer's complaint is his Jeep Renegade does not have an engine cover. 2021 Jeep Renegades built after 3/12/21 are no longer built with an engine cover. His Renegade was built 12/9/21. He has contacted Stellantis and they confirmed that with the customer. Unfortunately, there is nothing we can do to satisfy the customer's concern. 

  Customer Answer

  Date: 07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** contacted me and her first response was that our engine was not built to accept the engine cover. I explained to her that that was not true since it had the bolt holes necessary to affix the cover to engine. ***** then pulled the memo card about not installing covers after a certain date. It seems that Rouen and Jeep have a long list of why you didn’t get the parts you paid for. I explained to ***** that I will continue to move forward to see what additional excuses they will use in the future. Is this something that I should be contacting the Attorney General of Ohio about? Isn’t this what class action suits are about? Doing research on the internet it does seem to be the same list of excuses used on all the folks who are aware they are missing this part. Again all I want is the part I paid for in the original purchase. I will install myself. 
  
  Sincerely,
  
  ****** *******