Rohrich Automotive Group

Review: In efforts to “do this right,” they suggested that I returned the following day to complete the paperwork and give them time to get the car detailed to their standards. I completely agreed. We scheduled to meet at 4pm the following day. The next day, I had a very important dinner scheduled that evening. I called my sales associate Mark C[redacted] to confirm that the paperwork was in fact ready so that we could make this a speedy process. I did not want to take time off of work to get there for 4:00 if they were not yet ready for me. Mr. C[redacted] ensured me that both the paperwork and car were ready and that I was a few signatures away from being on my way. I arrived at 3:50 and I noticed that the employees started to scramble. They huddled in the back (in my view) and came back over to me to say that the paperwork was not started because they were waiting for a short certificate for my mother’s passing to make the trade-in official on one of my cars. After I told them this was taken care of the day prior, they huddled once again and then had the nerve to retract that statement and then go and tell me that it was because they were not expecting me until 5 pm that day. If that is the story they wanted to go with, then that means they waited until 1 hour prior to my arrival to start the paperwork even though I was told via phone that everything was ready? Consequently, I missed that dinner because I knew I had no other time in the next few days to get back to the South Hills. During the actual paperwork, the woman I worked with was very nice. However, during the signing, the loan payoff was wrong and she told me it was my fault for only providing a rough ballpark estimate. I immediately went to my phone email records and showed that this was not the case. The photo showed a screenshot of the loan payoff to the cent that I sent Mr. C[redacted] the previous night. Despite being accused for now a third time for a wrongdoing (not providing a short certificate, showing up an hour early, and now telling them the wrong payoff), they refused to cover the difference and made me pay a higher down payment for the sale to continue. This is when I begin to believe that this is a scheme to nickel and dime me despite the proof that I have followed all expectations. At this point, I am beginning to wonder why a company cannot own up to their mistakes and miscommunications rather than pinning it on the customer despite voicemail and screenshot proof otherwise. Next, I finally finished the sale and went to my car. It looked terrible. There were clumps of wax all over the vehicle and the windows were smeared. I drove it home anyways because I was so beyond frustrated with the situation already. I was ready to leave it alone and move on. My mother just passed and I had more important frustrations to deal with. Within 4 hours of driving the vehicle, my check engine light came on. I called immediately and was told to bring it back in. That Saturday, I drove it in first thing and the manager struggled to get the gas cap off of the hub. He also acknowledged that the detail was terrible. It turns out that the person who filled up my tank broke the gas cap and forced it on to avoid having to take ownership for the mistake. I therefore drove home a newly purchased vehicle with a broken gas cap that was igniting 6 different engine codes. I know this was the case because the gas “empty” light was on the day we did a mini test drive. The problem was made between the test drive and me receiving the vehicle for the first time (because I would not go through a tank of gas in the first 4 hours of driving it to even think to open the gas cap). This part of the situation ends with me receiving a rental for 3 days until the issue is resolved. While they did pride themselves on providing me the rental with free gas, it did nothing to resolve the numerous issues that were created since the purchase. The whole situation felt rushed on their part, they poorly communicated with each other, and to this point, I have nothing to show for my wasted time beyond an apology from the manager for the severe miscommunications...in fact, I was charged more on my down payment for their mistake. I wish the situation was over, but unfortunately, there is more. On top of that, they told me that only 1 code popped up, but when I stopped in [redacted] the second it popped up, I saw 6 codes all relating to the gas despite them only documenting and telling me there was only 1. I received the call that the car was ready on a weekday afternoon. The voicemail explicitly said from Mr. C[redacted] that they were open until 8pm. After work at 400, I called and said I was leaving Pitcairn and would stop directly from there. When I arrived, another manager told me that they were closed for the evening and that it was my fault for not returning their call. I played him the voicemail stating that Mr. C[redacted] told me I had until 8 pm and told Mr. C[redacted] to check his voicemail. I was once again accused of wrongdoing rather than someone taking ownership for the “miscommunication.” After showing that piece of information, the public relations manager shrugged his shoulders at me. After negotiating with a window teller and making it known to me that they were doing me a huge favor for trying to find a key to get into the service shop, I left with my car about 40 minutes after my arrival. There is more. I called a few weeks after the purchase because my attorney was asking for the documentation of my mother’s trade-in. The finance/title woman said they never received what I was requesting. She told me Mr. C[redacted] has been in contact with me over the past few days to tell me I needed to submit the paperwork that I knew they already had. It turns out that Mr. C[redacted] had the paperwork she was referring to the entire time and admitted that he has been busy and never tried to make contact with me. Within a month of having the vehicle, my oil change light came on. When we called about this, Toyota ensured me that they forgot to reset the computer and that it was standard for that to pop up despite a recent oil change. They told me to come in whenever to have it reset but no rush since it was just changed. I made the mistake of taking them at their word. I did not have time to drive back to the South Hills as I was working in another county, getting married within the week, and leaving on my honeymoon for 2 weeks thereafter. I drove it for about a week before my wedding. Upon my return, I drove it for approximately 1 more week after my return. On Saturday evening of July 16, I wanted to be absolutely sure that the car was in good condition to drive for a trip to Ohio the following day. Just to make sure, I opened the hood to see that the oil was nearly bone dry. 2 other family members confirmed this and began debating whether or not there was enough to drive it safely without damaging the engine. Regarding this, I should have checked when the light came on weeks prior. I made the mistake of taking Toyota for their word (after numerous instances where their word was false). I was silly enough to believe that a car would not have gone through the selling process without the oil being checked prior to the sale. I ended up paying a friend to use his vehicle in fear of driving mine in that state. Under normal circumstances, I would have bought oil and went on my trip until I could take it to the dealer or get the oil changed. After my story above, I am so beyond distrustful of Rohrich Toyota that I feared they would allege me of having oil in it the entire time if I were to take it into my own hands and then return to them with oil in my car. I have been lied to on so many instances and have been accused of so many wrongdoings during my 2 months working with them that I was genuinely scared of being accused of lying if they saw I filled up the oil when I saw it was empty. Today, they took me in and tried to tell me that the oil was never really low and it was just the standard light to pop up. I, along with 2 other family members, saw the same thing I did. The oil was low and they debated if it was enough to drive safely there. The receipt from the service says that the oil was a quart low and that the drain plug gasket was split causing a small drop of oil to come out. Again, they told me to my face, however, that the car was not low on oil and didn’t see a leak. I read the paperwork when I got home to see what I just noted above. That is where we are currently at right now. After filling out the standard survey I received in June, nobody has yet to attempt to contact me regarding the situation. That says a lot about the company as well. I have contacted Toyota Corporate to share my experience and they said they would pass this information to management at the dealer. I already did this however, and Toyota Corporate advised me to seek external assistance in the matter if Rohrich already received the complaint and failed to act.Desired Settlement: I paid an extra $100 more on my down payment as a result of the loan payoff mistake (error was admitted in the transfer of information from the sales to finance department...documentation of email stating the loan payoff amount to the cent). They told me their hands were tied. I also asked if they would then shave off 20/month on my lease or eliminate a couple months off of the lease due to extensive instances of miscommunication within departments and failure to offer any compensation beyond warranty/oil change benefits that I already receive. They tried to remind me that my oil change was free today (which I know is always the case anyways).

Business

Response:

July 21, 2016 [redacted] The Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Customer Complaint #[redacted] To Whom It May Concern: Albert N[redacted] , our Sales Manager at Rohrich Toyota, spoke with [redacted] and he addressed his concerns. Sue B[redacted], the (finance manager), also, spoke with [redacted] and explained and listened to his concerns. The result was that Al N[redacted] offered to provide one (1) full detail at no cost which is listed in his service record and can be used at any time during his ownership. The Certified Warranty Coverage was explained in full. [redacted] seemed to be content with our conversation. Al N[redacted] shook hands and assured continued customer service. I then reviewed the chain of events and I spoke to Mr. [redacted] at 6:23pm on July 25 and conveyed to him that we are also willing to reimburse one (1) monthly payment on his lease in the amount of $321.77 as a goodwill gesture for our lack of preparation and communication at his time of delivery. This along with the full detail that was provided during the conversation with Al N[redacted] was deemed satisfactory by both parties and we have closed the complaint. Sincerely, Mark P[redacted] General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Having done a thorough internet search for a Certified Used Camry - including Better Business inquiries - I was already quite at ease approaching this dealership from both price and business practice perspectives. I knew that a Certified Used 2012 Camry with 26K miles advertised at $14,000 was a good deal and that deal was offered by a Revdex.com Accredited, A+ rated dealership.

But when I walked through the door is when amazement set in. First, I was met on Friday by a very personable salesperson who shared that the salesperson with whom I had originally corresponded about the Camry was off that day, but that he would check to see who was filling in for him. Then I was met by the absent salesperson's assistant, who again was very friendly and professional. She then re-introduced me to the first salesperson I met, Aaron.

Aaron guided us through the process of purchasing the vehicle -- test drive, pricing, finance application -- and then turned us over to Susan. Susan expertly and efficiently ran us through the numbers, contracts and the signing of countless pieces of paper. And did so in a forthright manner. We were on the way to visit our daughter, son-in-law and grandchildren up north, so we left the car at the dealership to pick up on the following Monday.

If we were amazed on Friday, when we arrived to pick up the vehicle on Monday is when we were blown away! The vehicle had been detailed and looked fabulous. Then Sue told us that the interest rate was actually a percent lower. Then, as I drove away, I noticed that the gas tank was completely full! None of which was necessary, but greatly appreciated. Add to all that the free oil changes, the free state inspection, free loaner if a car service is going to be lengthy and car detailing any time the car is in the shop -- well, I've run out of superlatives! But I hope you can see in these few details the overall integrity of this dealership.

So, even though I live 200 miles away from this dealership, I will be doing business with them for a long time to come!

Review: On 7/24/2013 I had my [redacted] in for inspection, an oil change, and a recheck of a recall work done. While waiting for my vehicle, I was informed that my vehicle need both front, and the rear winshield wipers replaced. The rear windshield wiper was less than 2 years old. The front windshield wiper blades were less than 1 year old. I was told that in order to pass inspection they all needed replaced for $60. The total on the invoice was $66.04.I explained that I get new blades every year. Again I was told that it was mandatory and at the technician's discretion to not pass a vehicle if the blades were bad. As my time was limited, and I needed the vehicle to pass inspection, I authorized the repair, but instructing the service advisor to place on the bill that all blades needed replaced to pass inspection.I believe that Rohrich Toyota knows that most people won't question this replacement or have the knowledge to know their blades are not bad, as well as if presented with the information that in order to pass inspection, the blades must be replaced, and they will authorize it.I believe Rohrich Toyota uses the above to generate income, and performed on my vehicle a service that was not needed, but knew that I would okay it to not have to fail inspection, to go out and replace blades, bring the vehicle back, to have it pass inspection. Where I buy my blades yearly, it is cheaper and they are placed on the vehicle for free. The labor rate at Rohrich was $18 for a serive that could be done in minutes.Desired Settlement: I would like the $66.04 refunded to me, along with a letter of apology.I would like to see the figures of the number of vehicles that they inspect yearly, and the number of them them that are over 1 year in running, that need new windshield wiper blades. I would like Rohrich to contact the Department of Motor Vehicles in the Commonwealth of PA and ask for their review of the above complaint.

Business

Response:

In the interest of maintaining customer satisfaction we are willing to reimburse Mr. [redacted] the requested $66.04. The regional office of Vehicle and Emission Inspection Division was unable to furnish the information requested by Mr [redacted]. In a random survey of 50 inspections done here 6 vehicles required the replacement of wiper blades. We cannot initiate a complaint with the department of transportation on behalf of a consumer. Please contact me with regard to the resolution.

Service Manager

Rohrich Toyota