Complaints

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 F 150 badlander and have had several issues with the automatic running board that the truck is outfitted with from the factory. Upon my first attempt to fix in April of 2022 I gave a deep description of the issue and even showed the tech what I believe the issue was. The service provider agreed with me on the spot but said they need to keep the truck to look at it. The truck was kept all day and I received no call back. I had to call the dealer back to ask the status to which they said it was fine just a loose wire. I challenged this and pushed back but no luck. No surprise that 24hrs later the issue of the running board being stuck in the down position still persisted. I called back to arrange yet another time that I would be without my truck for the day to evaluate what in my opinion is a rather simple issue. This time the service provider indicated that the running board was defective and they need to order a new one. I was told by ***** the service rep that it could take 2 months to get a new running board in. A month passed and I called to check in because why would they call me to update me right?! The woman in the service department informed me that ***** never ordered the part and that I would have to wait to be called back once again. Here I am with no resolution after multiple trips to their service department with an inoperable part to my vehicle and no known resolution.

  

  Business response

  06/28/2022

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

  I apologize for the inconvenience you have experienced in the ****************** at Schaumburg Ford.  I have forward your message to the Service Manager, *******************************, who has ensured me a new running board has been ordered and is scheduled to be delivered Friday, July 1st in the afternoon.  As soon as it is delivered ****** will reach out to you to schedule installment of your new running board.  If the order does not arrive until later afternoon on Friday, he may not be contact with you until Tuesday morning as we are closed on Sunday and will be closed on Monday for the 4th of July.  If you have any problems, please let me know.

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

  HR Director

  Rohrman Automotive Group

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

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 6, 2021 I purchased a used 2020 F-150 Lariat pick up truck.They only had one key. They agreed to provide a new *** key. I have calls several times and sent emails and nothing yet. I had to purchase a new *** key and pay for programming.I spent $159 on the new *** key and programing. I will like to be reimburse for it.Attached is a copy of the "we owe" document and my receipt for the *** key and programming.

  

  Business response

  04/28/2022

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

  Thank you for visiting Schaumburg Ford.  You were promised a new FOB key when you purchased the car.  I apologize you have not received a phone call back.  I've had a refund check for $159.00 cut and being sent via *** Next Day Air, tracking#1Z0003690197471515 to you today.  Attached you will find a copy of the check cut and the overnight label.  Please let me know if you have any questions.

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

  HR Director

  Rohrman Automotive Group

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

  Customer response

  04/29/2022

   
  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.
  Thanks for your help, the dealership responded quickly and I am pleased with the results
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I walk into dealership purchase a 2017 Buick LaCrosse, for what ever reasons they couldnt Secure financing . They ran my mom and my credit twice first time we did give them permission the 2nd we did not . Never less they was given 150 for lost title old car , per ( *** ) in finance going mail me check well its been over 2 weeks gotten nothing . And Ive called left voice mail no return phone calls .

  

  Business response

  04/18/2022

  **************,

   

  Thank you for visiting Schaumburg Ford.  I'm sorry you were not happy with your experience at Schaumburg Ford.  We did everything in our power to try and get your deal approved by the bank. Unfortunately, the bank would not approve your deal due to the fraudulent pay stubs and bank statements you submitted.  We always offer our customers a transparent experience and do our best to accommodate every circumstance that is presented to us.  Again, we apologize that were unable to assist you further.  The $150.00 refund was issued back to your credit card. Please let me now if you have any questions.

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

  HR Director

  Rohrman Automotive Group

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

   

   

  Customer response

  04/21/2022

   
  Complaint: 17028732
  
  I am rejecting this response because:
  I was told by *** that there was check being mail to me , never less that bank account was closed by me .and Ive contact the bank they dont have it . At end of day I want my money Ive been checking mail for check thst was never mailed . Very disappointed hiw this being handled.  So what are next steps getting my money back . 

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

  

  Business response

  04/22/2022

  **************,

  Schaumburg **** did refund you the $150.00 for the title.  The refund did take place on April 1, 2022.  Attached is a copy of the refund receipt.  

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

  HR Director

  Rohrman Automotive Group

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

  Customer response

  04/25/2022

   
  Complaint: 17028732
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************. Again that account was closed , I was told per *** that a check was being mailed out again i dont have the money .. 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership had a 2018 **** F350 XL with ****** miles listed on their website for $42,825, this was a very nice truck and seemed like an extremely good deal. I spoke with a salesman ***, he assured me there were no issues and confirmed a few flaws i could see in the photos. He directed me to the website to fill out financing forms while he was going to send a walk around video. I completed the forms and received the video. The truck in the video was close to being the same but clearly in much worse condition, less options, and 60k miles. I asked about it and was first told that it was in fact the same truck, I pointed out the details and then was told it was a listing mix up. When I spoke with the manager *** I expressed my concern regarding the credit check and financing information, his reply was "I clicked the button" and to "Shut my big mount" then he hung up on me. My concern is that this was clearly an attempt to bait and switch the vehicle, however my primary concern is that now they have all of my personal information from the financing forms. I'm hoping they didn't run my credit either. How can I be sure that my information is secure and keep others from having to go through a similar experience with deceptive sales/marketing tactics?Listing LInk: https://www.bobrohrmanschaumburgford.com/used/****/2018-****-F-350SD-schaumburg-il-8d8a31010a0e09a82f043eac4104aa96.htm

  

  Business response

  04/18/2022

  **********************,

  
  Thank you for your interest in one of our vehicles at Schaumburg ****.  I apologize for the confusion. Our records indicate that you inquired about the listed vehicle on March 31, 2022 at 11:55AM via Auto Trader.  At that time Schaumburg **** had two identical truck, both in white.  the listings online were incorrect as the stock numbers were crisscrossed by our picture company.  We reached you at approximately 1:05PM and clarified the listing error and sent you the correct information both verbally and by a live video.  You never did come in an visit the Dealership and was relayed all of the proper information in a transparent manner as to avoid any confusion prior to an actual visit. Please let me know if you have any questions.

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

  HR Director

  Rohrman Automotive Group

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to purchase a **** Bronco Sport for the advertised price, which was marked up above MSRP and was a used vehicle, but this is expected sadly given the market and limited inventory. The sales team was wonderful, I looked at 4 alternative Bronco's and had a Xylan coating option pre-installed. I asked if I could purchase a vehicle without it and was told no and it is installed on every vehicle and comes with a warranty. I found out later that the the cost of the coating is $1299 and another extra was pre-installed called LoJack which is a vehicle tracker at $550. My understanding at this point is these things are part of the cost, I was shown a convoluted cost breakdown that avoided showing the total cost of the vehicle and instead showed the total cost financed which forces one to read between the lines. I was told by multiple people that both Xylan and LoJack are installed in every vehicle.When I got home and looked over the paper work I realized I paid nearly $2,500 over the advertised price for the vehicle, I got upset and called. I spoke with the financier ***, who told me that Xlan and LoJack are not included in the advertised price, I asked about another fee which seemed incorrect and that is a $580 D&H fee on ******************* $324 doc fee. *** insisted that they can legally do what they did even though I pointed him to Title 14 *******. So now we are looking at $1849 in extras that are installed on every car on the lot that is not advertised and on top of that they add a D&H fee of $580.I went in the next day demanding to pay the advertised price and not a ***** more. *** took me back to his office and showed me the documents I signed and said there is nothing I can do legally and he doesn't have to do anything. I showed him a copy of ******* and he glossed over it and said he's not doing anything to help me. I insisted to speak to a manager and they refunded the Xylan but refused to do anything else.

  

  Business response

  03/24/2022

  ****************,

  Thank you for visiting Schaumburg ***** I'm sorry to hear you were not satisfied.  We always offer our customers a transparent experience.  We put a lot of value in the importance of transparency with the whole buying experience.  Our General Manager, *******************************, has reached out to you to reimburse $1,130.00. If you have any questions, please reach out to me.

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

  HR Director

  Rohrman Automotive Group

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

*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. ↩