Absolute Failure in Customer Service and Integrity: Avoid Rohrman of Lafayette…read more
We purchased a 2022 Honda CR-V from another dealer (previously owned, 6,000 miles) and I called a few dealers including Rohrman of Lafayette in advance to schedule the first oil change for my collegiate daughter. I spoke with Kim, who was knowledgeable and courteous, and explained this was my daughter's first solo service experience, emphasizing our goal was routine maintenance.
The resulting service visit was nothing short of appalling, demonstrating highly questionable sales tactics and a complete breakdown of management accountability.
1. Unnecessary Upselling to a New Customer
While my daughter was waiting, the service team attempted to persuade her into expensive, arguably unnecessary work on a nearly-new vehicle (12,000 miles). This included:
* Suggesting an alignment at only 12,000 miles.
* Quoting $85 in labor for a $5 part related to a tire issue.
2. Sales Solicitation
The most frustrating incident occurred while the car was in service. A member of the sales team texted my daughter soliciting her to sell or trade in her recently acquired Honda CR-V--the very car I had called ahead about and informed them we had just purchased! This blatant disregard for customer history and intrusive sales pressure while the car was on the lift is unacceptable.
3. Management and Refund Failure: Abysmal Integrity and Resolution
The subsequent attempts to resolve the issue with management were a complete disaster, destroying any chance of customer retention.
A. The Runaround and Lie:
After four ignored contacts (voicemails and emails), General Manager Todd finally agreed to process a refund on 10/31. When the check failed to arrive, I contacted them again on 11/17. On 11/18 (9:32 pm) Todd apologized, claimed the issue had "fallen through the cracks," and stated he had personally gone down to get the check sent out.
B. The Timeline Deception:
When the check finally arrived, it was postmarked 11/24, a full six days later than Todd claimed he had personally gone down to have it sent, confirming that the General Manager was dishonest about the resolution process.
C. The Ridiculous Refund:
I had originally paid $200 for a package of three oil changes. Management refunded only $100, charging me the full, non-discounted price for the single oil change used and entirely negating the value of the prepaid package.
D. Zero Service Recovery:
Despite eight outreaches over two months of management neglect, at no point did Todd or anyone in management offer an apology for the poor service, or state, "We are so sorry this was your experience and would like an opportunity to regain your trust," or offer a full refund to compensate for the horrendous experience. The entire process was treated as a painful bureaucratic chore for them.
Conclusion and WARNING
I read some negative reviews before going here, but many were positive. I should have listened to my gut and encourage you to take this review seriously.
The individual service staff (Kim and Marcia) were polite and responsive, but the systemic failure of the sales team and the non-responsive, and financial impropriety of the General Manager, Todd, are damning.
My attempt to resolve this simple issue required eight separate outreaches over two months and resulted in a delayed check, an outright lie from management, and a ridiculous refund amount.
Rohrman of Lafayette demonstrated that they do not value customer concerns, retention, or professional courtesy. If you want a fantastic, transparent experience from start to finish, I highly recommend looking at the Indy Honda dealership in Greenwood.
Under no circumstance will I ever return to any Rohrman dealership and encourage anyone reading to take this review seriously before you choose to do business with this team.
A Note to "Rohrman Cares" or Customer Service:
Please do not respond to this thread. Your true behavior has been clearly demonstrated behind closed doors through more than two months of ignored calls, lies about shipping dates, and an insufficient, calculated refund. I have seen how Rohrman truly behaves, from what I read here Todd's behavior and job performance must be known to Rohrman leadership and a public, performative response is neither wanted nor necessary.
