Bob Rohrman Auto Group

Now in a time crunch, I bring the vehicle home and started diagnosing the problem myself. I simply read the service manual, tested the sensor that the error code said was bad with a multi meter and within 20 minutes I found that the sensor the mechanic had “tested” and found to be good was clearly bad. I ordered the 100 dollar part and put it on in 10 minutes myself and problem was solved. Had I followed their advice I would have spent 8000 plus dollars fixing a non-existent issue and the issue would not have been fixed.

I contacted the manager to get a refund and he agreed to partially refund me. Now 6 months later and countless calls, voicemails and a personal visit to service department I still have yet to receive the promised refund. Unbelievably poor quality of work and customer service. After talking to coworkers and friends I found that this is the common theme of Bob Rohrman service customers. I would never bring a vehicle here again for any reason whatsoever. Save yourself the time, money and frustration and go elsewhere.

On 10/6/22 (DAY 17) 3 days of Wickstrom Ford attempting to reach Arlington Nissan, they were finally able to reach someone With the authority to have the Diagnostics performed on the truck. On 10/7/22 (DAY 18) Arlington Nissan asked for the loaner (used car) to be returned for potential sale, I politely agreed to exchange for another loaner. (Used car) It is now 10/11/22 (DAY 22). Still I do not have the truck I purchased. I'm on the second loaner the first being a Used VW that had electrical issues with mirrors. I now have a Jeep Compass that has an oil leak and has destroyed my driveway. The Business Practice of adding services and rolling them into the financing is nothing more than a SCAM. Selling Vehicles that have obviously have not been checked over is nothing short of greed.

I got off of work and I had to call them to figure out what was going on. I was advised that there was a delay and that it would be here the following week. No communication during the week at all either. Fine, I waited. The next week rolls around and there is a lot more communication with Nic about the status of the car, but it is still not there and there is NO ETA on when it will arrive.

Something about it being stuck at the HUB in Chicago, they're working on it or whatever. So I waited again. Finally 3 weeks after I purchased the car it comes in--- it's the wrong color. It's Black Copper and not the Ebony. I purchased Ebony - Nic's manager says we can cancel the deal but really I have gone through the whole lending process so I decided not to. Also, when we were in the lending office the lender printed out the WRONG title and paperwork for us and we were able to catch that he was having us sign for the COMPLETELY incorrect car, for a Sorento not a Telluride that we were purchasing.

When I purchased the Telluride on 3/26 I was unsure about GAP coverage as my fiance thought our insurance company offered some sort of coverage, so we got ahold of our insurance to make sure. Ray ** - our lending officer - said that was fine that we could email him our response if we want GAP. I emailed him on 3/31 to advise him that I wanted GAP coverage on my vehicle. When I finally got in touch with my salesman about the issue during the whole issue with not getting the car in yet he stated that he would have Ray reach out to me.

Ray did reach out to me on 4/12 but advised me that it was too late to add it at the time I had emailed as the lending was closed and our lender wouldn't add additional products. I was mad. I asked Ray a few days later when they were going to send the pay off check for the car that we used for trade-in and he advised me that our loan was funded "on 4/10/2021. Normally the process is that once your loan funds then our payoff dept automatically send out your pay off check". This means that when I emailed him on 3/31 he could have added GAP coverage as the loan was not finalized until 4/10 per his email he sent me.

So he dropped the ball on getting the product added and I'm the one paying for it. I filed a complaint with the BBB and Mark ** was the person who responded back to me and stated that they would add GAP coverage - not sure how they planned on doing it because the lender would not add it.. but I agreed and let them handle it. It is now a month later, a lot of emails later to Mark, and absolutely no resolution. I am beyond mad about this whole situation they have put me in. I have filed another complaint with the BBB and will continue to post this any and everywhere I can to make people aware that their lending department is bull-crap and their communication with customers is nonexistent.

Randy was very evasive and not easy to work with throughout the whole process, almost like he didn’t know what he was doing. I informed him that we were interested in the car, but that we wanted it to go through their inspection process first; this car was going to be a first-car. Randy never seemed to think that this inspection process was necessary, as the car was being sold “as-is”. Frankly, the car should have never been listed on your website before you inspected it because you didn’t know if it was a good/safe car to sell.

We asked your service manager, Bob or Bruce, what was going to be inspected and he gave us a pre-certified list of items that get checked on Subaru vehicles. I asked if they were going to do all of those things and I was quickly informed that only ½ of those things would be checked. I could never get a full answer as to what was going to be inspected. We were told that the windshield crack happened between the time they took it in on trade and that was going to be fixed at no charge. We put down a deposit because Randy said there was a lot of interest in the car. We had it stipulated that if the inspection found any issues, we would get a full refund.

The supposed inspection was done and the only thing was that a pulley kit w/ belt needed to be installed and they wanted to charge me $700. After much haggling, we agreed to “share” the repair costs because they had never done an inspection and was trying to sell it that way without going through their intake process. The repairs took over a week to occur because of wrong part sizes and we purchased the car last night.

We learned from the local VW dealer that the car had two outstanding recalls and we wanted them to be taken care of before giving the car to our son so we scheduled it for today. So, we bought the car and took it directly to the VW dealer. Mind you, you guys inspected this car and it was “safe” to drive as this is what your inspection process does; it certifies vehicle safety as that was what we were told.

VW contacted us this morning, and this is ALL that is wrong with the care at this point:

Rear shocks: both rear shocks are leaking

Ball joints: Left front ball joint boot is split. Right front ball joint boot is ripped.

Sway bars: left front sway bar link boot is split. Right front sway bar boots both are ripped.

Engine oil leak: Vacuum pump leaking. **Possible valve cover seal leak.

I would NOT recommend Randy ** OR Bob Rohrman Subaru, especially their service department. I trusted you and I will NEVER do it again. You will NEVER get my business again and my friends should never use you either.

I asked how the dealer warranty could be less than the manufacturer warranty if the dealer sold tires under the pretense of the manufacturer's warranty. The service person (Pete) then changed his story from Gurnee Hyundai's warranty being for 3 years/36 months to tires were not rotated every 6 months,. Pete stated tires were only rotated twice since they were purchased. This is quite surprising because the vehicle is brought in every 6 months since it has low mileage for a 2013 Elantra.

My mom services the vehicle faithfully and requests the dealer perform necessary services. Seeing that my mom is older, the dealer should be responsible to provide needed services per the maintenance schedule, including tire rotations, since they are extremely quick to recommend services in excess of $129. For each service the dealer recommends something that doesn't need to be done yet but in another 5k - 10k miles. I've had several Hyundai vehicles but this dealer seems to be dishonest and a rip-off. I will not take my vehicles to them again. They seem to have turned over all of their servicing staff, which is unfortunate. I do not trust this dealer or the people who work there. At a minimum, the dealer should have offered tires for 20k miles to fulfill the warranty, but they did not! I will recommend others not visit this dealer for purchases or services. Terrible service!

They also said it usually takes 2 weeks for that to come. It has been 3 weeks since then and they still don't have the title. All my happiness for my new car has been completly ruined by the dealership. I would highly recommend to avoid this dealership since they are big cheats. No matter how many times you call the dealership you cannot get hold of anyone. It is extemely frustrating for me as I am out of state so I can't even go to the dealership. At this point I'm totaly out of ideas to help myself.