Rohrich Chevrolet

We spoke to *** *** on 1-21-15. We acknowledged our mistake and offered him $to resolve the issue. He accepted our offer and our apology for the mistake. The complaint has been resolved

Review: I had my car towed to Rohrich Chevrolet, because the engine light was on and it wouldn't start. When I talked to someone (Krystal) on Monday I told her the problems I was having with my car; she said she will have them look at it and get back to me that day. I never received a call that day and I called her and left a message. Tuesday she called back, and when I got in touch with her she said it was the battery. I told her that it's not the battery, because when I had [redacted] come out on Sunday to tow my car the [redacted] rep checked the battery and it was good. I asked can she check the engine light or why it is on. She stated no it's the engine. I talked with her, DJ manager of Service Department, and General Manager Mr. F[redacted] about how it couldn't be the battery. If it was the battery I could have brought one off of [redacted] that day, and not have used my last tow to have the car towed to Rohrich so that it could be fixed. Krystal refused to have engine checked or do anything else so I told her the car is not fixed, but I will get it anyway. That was 8/9/16; the car was towed to Rohrich 8/7/16, now today 8/10/16 when I went to drive car today maybe made it about 3-10 miles before the engine light came and the car started moving slowly. I called Rohrich Chevrolet left a message with General Manager to let him know that the engine light is back on, the car is hardly moving, and that I don't think I will make it back to the shop with the car plus I really don't want to bring it back to their shop. I talked with Krystal personally & told her the engine light is on & car will hardly move, and will not bring it back nor would it make it back. She kept insisting that it wasn't the engine. Like I told her on several occasions that I left a message on Saturday telling them the engine light was on & car not hardly moving, I left message on Sunday telling them my car engine light is on, won't start at all (battery was checked as good), & that it is being towed to their shop. Being Sunday & I knew shop was closed, I called Monday morning & talked with Krystal about car not starting, engine light on, & messages I left on the weekend. My problem is refusal to fix problem on my car, plus I had at least two other problems with my car & mechanics at Rohrich not fixing the problem in the past four months. In the the past four months I had to have my car towed to their shop three times(used up all my tows with [redacted] this year taking it to Rohrich) because the car stopped running and engine light is on after the mechanics at Rohrich Chevrolet Service Department was supposed to have fixed the fuel pump. Another problem is the fact that the technicians claiming I did not tell them about the engine light being on every time I had to have it brought to their shop which is a lie. Rohrich is not completing repair services that you pay for, and calling me a lair, or treating me like I'm senile.Desired Settlement: I want them to correct the fact that I did not state anything about the engine, which I did, and for them to do their job correctly because I did pay for the service to be completed to fix my car the first time. I want no further contact.

Business

Response:

To Whom It May Concern:This letter is in response to the Revdex.com complaint number [redacted] filed by Ms. [redacted] on 8/10/2016. Ms. [redacted] had her car towed here last weekend after service was already closed. She left a message on Sunday, a day the dealership is closed, in which she sounded upset that no one had returned her call yet. When our service manager, DJ, came in on Monday, he wrote up her order based on what was written on the [redacted] tow in envelope, which read "no start, no crank." DJ briefly spoke with her on Monday morning and explained that we were closed when she left her messages and that we hadn't had a chance to diagnose her vehicle yet, but I would call her as soon as I had any information. The technician could not get the vehicle started and recommended that the battery be replaced first so we would be able to diagnose any further issues. When DJ called Ms. [redacted], she had stated that [redacted] had tested the battery and it tested OK and she was concerned about the check engine light. The technician then charged the battery and started the vehicle. Both the technician and our service manager drove the vehicle around the lot. Also the technician let the car sit for a few more hours and then drove the vehicle around a few more times just to be sure no other issues existed. There was no check engine light present during both road tests and vehicle started with no hesitation. DJ did not note any abnormalities in the vehicles operation, other than the low tire light being on. We also had the technician test the tire pressures and he surmised that one of her tire pressure sensors was not reading and would need to be replaced. DJ called Ms. [redacted] that day with the information about what the diagnosis was at that time: no check engine light present, vehicle started with every attempt, test drove with no problems, and also provided her with a quote to replace the malfunctioning tire pressure sensor, which she declined. Ms. [redacted] said she would be in to pick up her vehicle. Upon pickup, she did express concern that she felt her vehicle wasn't fixed properly. Our service manager DJ explained to her that we are unable to diagnose a check engine light if there isn't a check engine light present at the time of service. Ms. [redacted] took her vehicle and called in within the next day or so to let me know that her vehicle was experiencing the same issues again and that the check engine light was back on. We offered for her to bring the vehicle back in to us so we could properly diagnose it being that the check engine light was present, but Ms. [redacted] was angry, kept speaking over me, and refused to have her car brought back to us. She expressed her dismay and DJ apologized profusely. We would like to offer Ms. [redacted] an expedited appointment and a loaner vehicle if needed along with a free detail of her vehicle.Regards, Jason F[redacted]General Manager Rohrich Chevrolet

Review: On Wednesday, July 2nd 2014, my fiance and I went to look at a vehicle to purchase. We test drove the vehicle, and decided that we were ready to purchase. Upon credit approval, the vehicle needed reconditioned, and some paint repairs needed to be done. The salesman explained to me that the vehicle would be ready Saturday July 5th 2014. We went in Saturday to only sign paperwork, and then we were told that the vehicle would be ready Tuesday or Wednesday the following week. I called the dealer on Tuesday July 8th, and asked the progress of the vehicle. The salesman didn't hesitate to state to me that he stated it wouldn't be ready until Saturday July 12th, with an attitude. I informed him that he told me Tuesday (July 8th) or Wednesday (July 9th), and he insisted on making the delivery day for Saturday July 12th. On Thursday, July 10th, my mother in law was contacted by the insurance company regarding the new car purchase, as the dealer entered all the dates incorrectly, and she called the dealer about the issue and magically the car would be done on this day. So my fiance and I had to run back to the dealer to resign all the paperwork, and pick up the vehicle. After signing the paperwork, approximately 15 minutes, it took well over an hour to have the vehicle rewashed, due to dirt & debris still being on the front end of the vehicle, and a salesman having an attitude because I wanted it rewashed, and they couldn't find the second key to the vehicle.Desired Settlement: I feel since they had the vehicle an additional week before we could even drive the car, I would like some touch up paint, coupons for accessories - installation fee waived, coupons for the service department, and whatever else they may offer since I was inconvenienced.

Business

Response:

My response will be very short to this complaint. After the attention we gave to our customer I’m appalled at this complaint. We worked very hard to secure financing for this customer and it wasn’t easy. The vehicle they purchased did need some repairs and reconditioned, however while this was being done as a courtesy to our customer we gave them a free loner car to use until their vehicle was ready. The body repair that needed done did take a few extra days to be done correctly. When the vehicle was ready to be picked up, the customer did mention to me he saw some bugs on the front of the car. I called our lot attendant and told him to wax the front of the car and make it perfect, which he did. There was an oversight on the dating of the paperwork. Our finance manager dated the paperwork the day they initially came in committed to buy the car and filled out the credit application. We easily corrected the paperwork and dated it July 5th as per our customer’s request. The salesperson who sold the vehicle was off on Thursday July 10th when the vehicle was picked up, the extra key to the car was securely locked in his desk drawer, we explained this to the customer and told him he could pick up the extra key the next day, which he did. We feel we did nothing wrong in this transaction, there for no settlement will be offer by us. If you have any further questions please feel free to call me.

General Manager

Rohrich Chevrolet

I took my car in to the body shop as a result of a mild accident, the trunk was dented and shifted and the rear bumper was cracked and needed replaced. The body shop had called back at the end of the week and upon reviewing their "fixes" it looked like all they did was replace the bumper and get the dents out of the trunk. It was still shifted and they put the bumper on incorrectly. I called that weekend and had them take the car back to finish fixing the vehicle. Before dropping it off I called and told hem about a dent in the metal frame that the bumper screws into. They assured me the problems would be fixed. When I got the car back the same day all the issues were fixed minus the metal frame dent that the bumper screws into. The mechanics had to of seen the dent as it is directly next to where they bumper is screwed into the frame of the car. This tells me their mechanics simply don't care about their work considering this fact and that the car was not initially fixed 100% the first time they gave me the car back. I will never go back to this shop for body work again purely because of the laziness showed by their repair staff.