Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Car dealership did not display Buyer Guide on the vehicle which violates federal requirements. Once I sat down to discuss pricing they increased the price by $3000 in their system and tried to start negotiating from a higher price despite me having screenshots of the lower price on their website that morning. They also put a sticker over a chip in the windshield in all of their advertising photos, that I didnt discover until after vehicle was purchased. Vehicle had suspension damage that was not disclosed and began to violently wobble on the drive home from the dealership. I returned to ask them to fix whatever issue it was and the manger I had spoken to was so rude and degrading towards me. They told me it was my fault for driving over 55mpg and took no responsibility for the issue. The car was absolutely unsafe to operate.

  

  Business response

  12/05/2024

  We apologize for any inconvenience youve experienced. Schaumburg **** performed a suspension repair on your vehicle, and we want to ensure everything is working properly. If youre still encountering issues, please dont hesitate to contact our General Manager, ***** ******, at ************ or ******************************************** Were here to help resolve any concerns you may have.

  Thank you,

  ******* ****

  HR Director

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

  Customer response

  12/13/2024

   
  Complaint: 22591085
  
  I am rejecting this response because:
  I never received any email notification about the business responce and now its outside the 7 day window for me to respond.
  
  They did not fix the suspension issue, they told me to take the vehicle to Jeep dealership myself. I refused and left the vehicle with them to handle. After which they refused to pay the lender on the vehicle I traded in within the agreed upon 20 day window until I had to call them repeatedly over multiple days and force them to overnight a check. I know am responsible for paying per diem interest on that loan that they did not cover. This dealership has consistently acted in ways that are illegal and absolutely unethical.
  
  ****** *********
  Sincerely,
  
  ****** *********

  

  Business response

  12/27/2024

  In regard to Mr. Scarpuzzi's complaint about the issue with suspension has been repaired.
  
  We consider this matter closed.
  
  ***** ******
  General Manager
  Schaumburg Ford 
  *************
  Schaumburg, IL 60173
  

  Customer response

  12/27/2024

   
  Complaint: 22591085
  
  I am rejecting this response because: the dealership failed to pay my previous loan on the car I traded in within the 20 day pay off window which left a remaining balance on my loan. This dealership is not professional and operates outside the guidelines of the law.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported this before in May of 2024. I was sold an overpriced product with many defects in the hardware and software of a 2023 **** Mustang Mach-E. It was the same vehicle I test drove a year ago. I was able to math the *** with my saved paperwork and for whatever reason they have a 312 number on my account with ****************** that doesn't belong to me anymore but I get it, that's how it goes with us. I'm a lifetime member of *** and I traded in a 2015 Chevrolet Cruze which they gave me bottom dollar for. It's the Mach-E ****** base model Mustang soccer dad edition. The left hand side taillight cover is defective and the weather strip since purchase is not properly aligned with rear window of hatchback, another ****************** factory defect. I get it, rushed out in 2023 to compete against other companies. 2025 Mach-E big improvements, go ****! Brand loyalty with **** for the rest of my life. This dealership also has the nerve to say that I'm racist to law enforcement and states I can't go to Schaumburg **** and poor *** Rohrman dies being a bad boss to most of his employees who relocated to other ****************** dealers in the area. That really hurt that they stated to law enforcement that I didn't like black people when my late grandfather was a Afro Black American Puerto Rican. Shame on them to treat an American US Army Veteran PUERTO RICAN this way.  

  Customer response

  11/18/2024

  The 2023 Mach-E was overpriced for being a base model.  I also didn't get the value of what my 2015 Chevrolet Cruze LTZ was worth in its excellent condition when I traded it for the 2023 **** Mach-E X Select and I wasn't provided the buyer's discount off of MSRP for being a lifetime member of Disabled American Veterans.  

  

  Business response

  12/06/2024

  Thank you for reaching out to share your concerns regarding your 2023 **** Mustang Mach-E. We appreciate your feedback and the opportunity to address your experience.
  
  We regret to hear about the issues youve encountered with your vehicle, including defects in the hardware and software, as well as the taillight cover and weather stripping. These matters are important to us, and we want to ensure they are addressed to your satisfaction. Please know that our service department is here to assist with diagnosing and resolving these concerns under the vehicles warranty.
  
  We also recognize the personal and emotional nature of your comments. While I cannot speak to the specifics of the interactions you referenced, I can assure you that we take all customer feedback seriously and strive to create a welcoming and respectful environment for everyone. I deeply regret if you felt otherwise during your experience with us.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership sold me a vehicle that was unsafe due to structural damage (damage to the frame/ rails/ unibody) from a previous, accident 2 years prior to me purchasing the vehicle and they failed to disclose this to me. The dealership lied and told me that the vehicle did not have any previous damage and wasn't in any previous accidents however I just found out that the vehicle was in 2 prior accidents (in 2018 and 2020). I just discovered this because I was just in a minor accident (someone hit me) and the repair shop is refusing to work on my vehicle due to the extensive damage to the frame, which occurred prior to me owning the vehicle, based on the Carfax report. The repair shop advised me that the vehicle should not have been sold in that condition and that it was never safe to be on the road due to the structural frame issues. They also stated that the dealership had the duty of disclosing this to me for safety purposes, but they never did. So I have been riding around in an unsafe vehicle for 2 years and I am fortunate to have made it out of an accident alive, considering the vehicle wasn't up to code to begin with. Please help. The dealership is refusing to assist me with this issue, although they sold me an unsafe vehicle. To make matters worse, the repair shop advised that the previous damage is so extensive that it would be "extremely costly" to repair, so much so that it may exceed the value of the vehicle, and the repair shop is also refusing to proceed with any repairs related to the new minor accident unless the frame damage is repaired. They do not want to work on the vehicle at all due the frame ********* of now, my truck is sitting in a repair shop not being repaired due to their shady practices and I'm not sure what to do. 

  

  Business response

  11/13/2024

  The vehicle was purchased in March of 2022.
  The Jeep came from Manheim Auto Auctions and was represented properly for sale.
  Our dealership sold the Jeep in good faith and was honest and truthful to any questions asked as all documentation shows.
  It is very unfortunate that the customer was involved in an accident. 
  It is the belief of the dealership that no wrong was done in the sale of this vehicle.
  
  
  ***** ******
  General Manager
  
  Schaumburg Ford 
  *************
  Schaumburg, IL 60173
  
  

  Customer response

  11/14/2024

   
  Complaint: 22499345
  
  I am rejecting this response because:

  I will not accept this untrue/ inaccurate response. This dealership employs nothing buy liars and fraudulent employees, which I'm sure is the reason for the extremely high turnover.
  
  The dealership is trying to hide behind my current accident (which was very minor body damage) to cover the fact that the vehicle they sold me was previously damaged by 2 accidently several years before I purchased it. My current accident has nothing to do with any structural damage (damage to the frame/ rails/ unibody), so their response to this complaint doesn't even make sense.
  
  The dealership also did not address the fact that they lied and told me that the vehicle did not have any previous damage and wasn't in any previous accidents, when the whole time they knew this was untrue and that the vehicle has previous structural/ frame damage. I'm sure selling an unsuspecting customer an unsafe vehicle is illegal!
  
  I am very disappointed in this dealership's shady, unethical and fraudulent practices and intend to continue escalating this matter beyond what a local GM can do.
  
  It's unfortunate that it has come to this when all I was asking is for the company to do right by their customer, but clearly this establishment cannot be trusted to treat customer's fairly, so you will be hearing from me again once this has been further escalated.
  

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

  

  Business response

  11/18/2024

  I apologize that you are not satisfied with the vehicle you purchased. When you bought the vehicle from Schaumburg ***** a ****** report was provided and reviewed, and you signed off acknowledging that the vehicle had been involved in two prior accidents. For your reference, I have attached a copy of the CarFax report signed by you.
  
  If you have any further questions or concerns, please feel free to reach out to our General Manager, ***** ******, at ************ or ******************************************** We are here to assist you.

  Thank you,

  ******* ****

  HR Director

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

  Customer response

  11/18/2024

   
  Complaint: 22499345
  
  I am rejecting this response because:

  That is not my signature. The dealership never showed me the CarFax report, and when I asked if the vehicle was involved in any previous accidents, the salesperson as well as the manager on staff that day both told me no, that the vehicle has not been in any prior accidents. No wonder they made me electronically sign all my documents (which did not include this carfax report), and when I asked for copies of all my paperwork during the purchase, they handed me a usb that my documents were uploaded onto (but no physical paperwork). Now I'm realizing that this was done on purpose so that I wouldn't notice this fraudulent issue. I am very disappointed in all the scam-like behavior from this place. This dealership clearly employs fraudsters and gets away with it. There has been so much fraudulent and unethical activity at this establishment, which I plan on exposing. In addition, my husband also purchased a vehicle from this dealership the very same day and has proof of the scam that they pulled on him as well, regarding a service protection plan that they charged him for but then cancelled it the same day, as soon as we left the dealership, so that they could pocket the money. Shameful! However, that is a separate complaint, which he will be bringing to your attention soon.
  

  In short, I do not accept this response due to the fact that my signature was fraudulently placed on this ****** report. As proof, I can forward all the documents I received at the time of purchase, which does not include this fraudulent document. That is illegal!

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

  

  Business response

  12/05/2024

  Were sorry that we havent been able to come to an agreement. Please reach out to our new General Manager, ***** ******, at ************ or via email at ******************************************** Were committed to making this right and look forward to assisting you.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased **** Bronco with extended service contract and smart driver (wheel and tire protection) on 4/1/23. I sold ****** and requested prorated refund via online system on 8/28/2024. The extended vehicle contract was refunded on 9/10/2024. I called Schaumburg **** several times to see status of smart driver refund and told they would follow up but never did. I was eventually told to contact ********* at Schaumburg ***** as she is the person responsible for refunds but she does not return email or phone, It should not be so difficult to get a refund for this issues. 

  

  Business response

  11/13/2024

  I want to extend my apologies for any frustration you experienced when trying to reach us. Your concerns are important to us, and I am sorry for any inconvenience this may have caused.
  
  I wanted to let you know that your warranty has been canceled, and a check was issued for the refund, which has cleared the bank.
  
  If you have any further questions or need assistance, please feel free to reach out to our General Manager, ***** ****** at ************.
  
  Thank you for your patience and understanding. We appreciate the opportunity to serve you.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from the dealer and it didn't have the wheel lock key in it. i contacted dealer and was told on 3 different phone calls they would ship me the item and i never received my key. Contacted again and was given a bad email address so had to contact one more time and was told to take it to my local dealer and i said why am i paying for this when it wasn't right to start with. they then said they would set up an appointment for Thursday August 8th 2024 with my local dealer to get the locking lug nuts removed and 4 new lug nuts replaced. I contacted local dealer today and they never heard of it. i sent an email this morning to Rohrman with no response so I'm done playing games with them. i informed them that this would be my next step if problem wasn't resolved. They are 3 hours away so going there isn't really an option.  

  

  Business response

  09/12/2024

  I want to sincerely apologize for the inconvenience youve experienced. To better assist you, Schaumburg **** has a new General Manager, ***********************, who is eager to help resolve any concerns you may have.
  
  Please feel free to reach out to him at your earliest convenience at ************ or via email at ******************************************** We genuinely want to make this right for you.
  
  Thank you for your patience and understanding.

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bob Rohrman Schaumburg Ford sold me a truck with a malfunctioning engine, bad cam phasers and a long laundry list of other problems. I purchased a 2017 **** Raptor with ****** miles on it in March of 2024. This vehicle has been in a ************ center 6 times and spent over 3 months at ************ shop's. The **** brand and Rohrman Schaumburg **** have done nothing to help service and fix the situation. The **** Raptor since I purchased was driven a total of ***** miles. This truck was marketed as a vehicle that was in good mechanical condition. It was also sold at a price of a vehicle that was in good mechanical order. No disclosures were made about the problems that existed to me at the time of sale. I spent over $50,000 on a **** that now has no working engine and doesnt operate. The vehicle never operated properly. No action to remedy the situation has been made by Rorhman Schaumburg ****. I contacted them over 20 times over the past 3 months and they have done nothing to help with the matter. They actually told me I got a great deal on a vehicle that doesnt work. They have avoided and been unresponsive to emails and voice messages during the majority of the issues I have had with the vehicle. The car does have a warranty which I purchased from them. The warranty does not cover all the problems and the extra money this has costed me. I have have spent an additional $4951 in addition to the purchase price of the vehicle. This cost does not include the engine replacement or any of the work that is still needed to make this a drivable vehicle. The vehicle is currently sitting at a ************ center without a working engine for over 44 days. Doing business with *** Rohrman **** has been the worst experience as they take no accountability and have no care for the hardship they cause.

  

  Business response

  08/08/2024

  Regarding the case of *****************, who purchased a used vehicle "as is" and also opted for a warranty to cover certain issues, we would like to address the situation as follows:
  
  Purchase Agreement: ************ purchased the car with full disclosure that it was being sold "as is." This means that any issues present at the time of purchase are the responsibility of the buyer. We have been informed that ************ has since taken his vehicle to a different repair shop.
  
  Warranty Coverage and Repairs: We understand that ************ is managing the repairs according to the policies of the repair shop he selected. However, ************ has declined the engine that the dealership was able to provide. We made every effort to locate a new engine for the car, but unfortunately, they are not available for purchase outright at this time.
  
  Commitment to Resolution: We remain committed to resolving any issues within our capacity to ensure customer satisfaction. Please reach out to ***********************, General Manager at ************.

  Thank you,

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

  HR Director

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***************************************************** March of 2024. After finishing the loan process, I was handed one set of keys. When I asked where the second set was, I was told that they were locked in a desk drawer of an employee that wasnt in that day. I was then assured that the second set of keys would be mailed to me. It has been 4 months now and I still havent received those keys. I attempted to get them by returning to the dealership in person a few weeks later and was told that my sales representative would send the keys to me. I texted the salesmen for several months and was just told 3 weeks ago (by the salesmen) that he no longer works at the dealership. Since then, I have called the dealership multiple times and have been transferred to the managers voicemail. I have left several voicemails and have never received a response. I then left a ****** review and received a comment from the business asking me to call a number to discuss the issue. Once again, I was unable to reach anyone and had to leave a voicemail that was never returned. At this point, I dont know how else to get the pair of keys I was supposed to receive. Cars are an extremely expensive purchase, so I am shocked at how poorly this all has been handled.

  

  Business response

  08/19/2024

  On behalf of Schaumburg ***** I want to extend our sincerest apologies for the delay in getting your key to you.
  
  We recently welcomed a new General Manager, ***********************, to our team. Please contact ***** directly at *************************** or ******************************************** and he will resolve this matter promptly to ensure you receive the key that was promised.
  
  Thank you for your patience and understanding.

  Thank you,

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

  HR Director

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th, 2024, I brought my 2021 **** Bronco Sport to Bob Rohrman Schaumburg Ford for two items:1.) Fixes for a recall, related to the car battery/electronics 2.) Tire realignment The inspection recommended the following work:- ******************* Replace engine air filter/clean air box - Replace cabin air filter - **************** Replace four tires - Brake pads and rotor remove/replace In total, before taxes, the amount was just under $2000.For context, the car was bought new, and has not had any of these components replaced since purchase.With this in mind, my front tires were both 2 PSI lower than the day it was brought into the shop, the following day. To make a long story short, I have been consistently filling the tires since the time of service - they were not problematic prior.To have two tires both immediately experience a problem that would expedite the need to replace is remarkably suspect. Thankfully, there does not appear to be any problems related to filters at this time.$161.48 was paid for the realignment.

  

  Business response

  08/19/2024

  Dear ***************************,

  Thank you for reaching out to us through the Better Business Bureau and bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you have experienced.

  We understand that you are seeking a refund, and we want to address your concerns thoroughly. Our company is committed to ensuring that all our customers have a positive experience, and we take your feedback seriously.

  Upon review of repair order ******, the vehicle arrived here and was written up on July 3rd at approximately 10:46 AM. The vehicle arrived with ****** miles. Reviewing the multi-point inspection and your email, it looks like we're both in agreement that none of the recommended services were performed prior and you were recommended to perform your 30K maintenance. During the inspection and the media (videos that were taken by the technician during the repair, and adviser during the check in process) It will show the recommended filter that needed to be replaced. Also the tires being 1/32 in the front, 3/32 in the rear and in need of replacement being all tires are considered in the red area all the way around.

  After our internal investigation, it is determined your vehicle was taken care of properly and promptly by both our service staff and technician. No refund will be approved at this time.   

  If you prefer to discuss this directly, please contact our customer service department at ************. We are available to assist you Monday through Friday, from 7AM-7PM, and Saturday from 8AM-5PM.

  Thank you for your patience and understanding. We value your business and look forward to seeing you again.

  ******************,
  Service Manager
  Schaumburg Ford

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In December of 2023 I had purchased a 2017 ****** WRX STI. Recently I began to have issues with the car and had brought it to a specialist shop. Surprised to find out the same car has been to this shop many times before my purchase and is on record the car does not have emission components, a catilic converter and needs a new motor which is locked all of which make the car illegal to sell at a dealership. I have tried working with the dealership and they are unwilling to take back the car and clear my loan while Im stuck with a car I can not afford to fix and a 900 dollar payment a month. I am aware the car was bought as is, however the car was illegally sold.

  

  Business response

  07/10/2024

  ****************, 
  
  You purchased a 2017 ****** WRX from Schaumburg **** in December 2023 with ****** miles. ****** that time, the vehicle was sold as-is and was in full operable condition. The vehicle did have visible modifications; which were shown to you during your visit at our dealership. All of our pre-owned vehicles are test driven by our in-store customers prior to purchase. Also, every time a customer purchases a car with us, they review and sign a "Customer Satisfaction" form. The form you had signed said "Car meets with my satisfaction" and was stamped and signed by you with a "This vehicle sold as-is and shown, absolutely no warranty expressed or implied." 
  
  Our dealership managers, including myself, discussed the option of trading the vehicle in with our dealership for another vehicle, pending bank approval. We sympathize with you on your vehicle's current situation, but we were 100% transparent in every step of this car buying process and hold no responsibility of the current condition of the vehicle. 
  
  *****************************
  General Manager
  Schaumburg ****
  O: ************

  Customer response

  07/10/2024

   
  Complaint: 21964867
  
  I am rejecting this response because:
  At the time of purchase the general manger who is responding now was not at the store at the time of purchasing nor was any of the staff who is currently there now. We did not sign a satisfaction form nor was it explained the car had modifications. I have all of the paperwork. Either way the car was sold illegally by your dealership by having no emissions on it at the time of sale which would have been seen by your mechanic team and also has no catilic converter which also would have seen by your mechanic team if they had looked the car over before it was put on the lot.  your really trying to justify your as is policy against a car that should have never been sold on your lot and to boot illegal to even sell? That doesnt stand with me. How can you even say and stand by that as is policy as a general manager on a lemon car. As I have stated before I did not know any of this about the car until I had to bring to a specialist shop who oddly enough had seen the car many times prior to my purchase and has on record prior to my purchasing of whats missing and makes the car illegal. So again your mechanic team would have seen this if there was a through check of the car done before selling on your lot. 
  Sincerely,
  
  ***************************

  

  Business response

  07/11/2024

  When you purchased your vehicle, you signed a customer satisfaction agreement indicating that the car met your satisfaction at the time of purchase and acknowledged that the vehicle was sold "as is" with no warranty, either expressed or implied. I've attached a copy for your reference.
  
  However, we want to ensure that you have the best possible experience with your vehicle. We would be happy to have our service department take a look at it for you. Please call us at ************ to schedule an appointment at your earliest convenience.

  Thank you,

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

  General Manager

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place needs a ton of improvements and refinements. Here now, car should be at 100%. I forgive every wrong move of sale tactics of **** Credit and their dealership here. Dont penalize the finance guy, he is awesome. They overpriced the sale/closing of ***************** Today its at zero percent and will be 100% by Monday afternoon.

  

  Business response

  07/02/2024

  Dear *********, 
  
  You arrived to our dealership on 6/29/ 24 after your vehicle was towed into our location due to your Mach-e running out of charge. Upon your arrival, another customer was using the charger in the front of the dealership, which was explained by our Finance Manager, ****. Once the customer was done, your car was pulled into the parking space and plugged into the Complimentary Charging Port by our team members. Schaumburg **** is in the process of installing other charging stations at our facility to assist our guests. If you are unable to use our current charger in the future due to other guests using them, we would be more than happy to assist you in finding the next available charger using Electrify America. 
  
  Thank you,
  *****************************
  General Manager
  Schaumburg ****
  O: ************

*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. ↩