I reviewed the response made by the business in reference to complaint ID 12718172, and find the resolution is satisfactory to me I have scheduled an appointment thank you for your willing to work this out
Technician spent hours diagnosing "No Start" complaint Customer signed off on initial $estimate to diagnose complaint Battery not holding voltage and customer declined battery replacement Customer should be paying for diagnosis and battery due to mileage Customer did not speak to manager nor general manager at time of pick up yesterday Technically she owes the check out charge We can not reverse the charge however we will be willing to replace battery as ONE TIME GOODWILL despite the fact the vehicle mileage is technically out of warranty
I was not given a copy of the estimate signed at serviceI was asked to signed something and said I did not want toIt was explained to me that I needed to sign a $estimate but that it would be covered by the end of the daySpecifically the tech said "My goal is to not charge you anything today"Attached is my receipt from the end of the day, but not the estimateThanks,Amy
I never said I wanted to shop ratesI will not agree to thatI came in with my own financing and specifically stated not to pursue furtherAs for your sales representative, CJ, he was on his cell phone texting and laughing the entire time I was in his officeHe proceeded to explain that he was putting his girl in her placeAnother one of the young salesmen came over and gave him a high five for itWhen the vehicle was prepared for me it was washed and sweptHowever, it was on emptyCJ said when I returned he would put more has gas in the vehicleI said," You are going to fill it up right?" He laughed and said, " oh no I'll give you a bit more." I have purchased other certified used vehicles that were presented to me much more satisfactory that Bob Caldwell's processThey put new car smell in and fill it up without questionI will not agree to you lack of acknowledgement of wrong doing on your businesses part Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Only due to the fact that I had to request a loaner vehicle before it being offered after my vehicle had been at their service location for almost a weekI was initally told, after the request, that there were no vehicles availableI then called the location again and was told there were three available but I was never contacted to be offered oneOn one of my calls I did request to speak to a supervisor but was forwarded to my original service rep, Lenny Jo, who has been nothing but nice and professional I do want to addI confirm that I did not purchase the vehicle at their location, however, I brought it to their location as they are a cerified Dodge mechanicsI wanted to make sure I had the techs that are best suited to repair my vehicleThank you for responding quickly to my complaint Regards, Lisette Merced
This is not an issue between Bob Caldwell and the customer This is an issue with the manufacture and warranty they provide to the customer As we stated to the customer, the manufacture (Chrysler) denied the claim, not Bob Caldwell There is no reason we would voluntarily refuse to fix customer's engine, that is how we make a living so naturally it makes no sense for us to refuse service Furthermore, if this is a Chrysler manufacture warranty certainly the customer is aware he can have the work performed at any Chrysler dealer The Revdex.com should not be involved in the case For the reasons mentioned we are not liable for proving that the manufacture denied the claim If the customer is not happy with the denial and what we are telling him (as a representative of the factory), or does not believe us, he should take it up with factory, not Revdex.com The customer states he was declined by his service contract company because it should fall under Manufacture warranty It is not covered by manufacture warranty so we recommend that if he need proof of denial to take to his extended warranty company, he call (800) 992-(Chrysler Customer Care Hotline) so that the manufacture can provide that information Again, we would like nothing more than to fix the customer's concern and share in the frustration but have completed all that we can do at this point until either Chrysler, the service contract company or the customer is willing to pay for the repair Lastly, as a goodwill we have already provided the customer a car "free of charge" for the last days until he makes a decision If this is his answer we would kindly ask Mr [redacted] to find another form of transportation and return our complimentary loaner vehicle
Customer came in for airbag recall (first visit to Bob Caldwell) Magnum w/ over 100k miles We completed recall and recommended some overdue maintenance Customer authorized emissions service and transmission service None of these repairs/ maintenance has anything to do with spark plugs When customer came back in, we diagnosed vehicle for free, found miss fire in #cylinder Customer threatened with Revdex.com/ online reviews/ etc....if we did not refund total money on original repair Generously we offered to provide $credit due to circumstance as goodwill, customer declined and demanded money back At this point we are now inclined to revoke original offer and to convince customer and Revdex.com there is no foul play or anything we did wrong, we will pay for hour check out at 3rd party repair shop (Firestone on Morse rd) to confirm of no wrong doingsNote- customer has original spark plugs in vehicle currently, also "found tube going into back of intake manifold leaking" (which may also cause check engine light)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:I informed my advisor that I was relocating when he ordered the part he then informed it would take a day to get in which wasn't the case I waited from tuesday to friday and called and it still wasn't in And as a result of my relocation the dealership Gwinnett dodge in stone mountain Ga is not willing to fix the same issue that was looked at which is the seat belt that was under warranty while I was there is no longer under warranty now because the drive has sent me over my miles by miles I have drove 10,miles but in between that time the car has been returned to you and repaired for the same issues times And I have called and rescheduled appointments timesif this was not a ongoing issue there would of been no need for me to consistently and the offer to pay for diagnostic still isn't going to fix the issue that was never fixed properly from the beginning I still have labor and part charges which I have already paid for a issue that was never fixed I am willing to accept a offer for you guys to cover payment if a diagnostic is done and shows same issues exist as original issue Which I can provide all the information to the deanship in area as well as the contact info for the service rep i'm working with As well as th option of a refund i'm still open too as well This has been very time consuming No one should have to keep coming to a dealership to have the same problem service time and time again Regards, Ron Franklin
Dear Mr***,I am greatly grateful to you and the Revdex.com for helping me resolve this dispute I read the answer from the business and although I am grateful they are agreeing to refund $150, I can’t help but notice that not only they did they fail to address the fact that this all happened while they were short on staff, that they did multiple jobs that were not done correctly, they came back with fallacies or half truthswant my money back, that’s undeniable I asked them for my money back before the service done on Last weekI just had to pay them those additional $because the car didn’t start and I was forced to take it to them because I was already on my way If I accept my money, will my complaint disappear?I want to make sure they answer my complain and admit their wrongdoing If I accept the money, would they still be able to respond and send an apology?Please see my points below:Check engine light diagnosed July 27th was for a speed sensor, this required (per manufacture instructions) a flash to the PCMAs I stated in my original complaint, I didn’t go there for them to fix the check engine light, I went so they fix the rpm getting so high The only time the check engine light was mentioned was when I asked if the check engine light was going to disappear when they fix the problem with the rpm They told us then that the problem was the transmission and they told us when we came back that the problem was the transmission and we had to wait a monthWhy they did what they did and pretend otherwise is beyond meThat same visit customer requested price on mirror replacement and declined work I asked if I needed to replace the mirror before they repair the sensors they “fixed” and needed to fix again and they said yes so I asked the price, that was allCustomer was still complaining of same issue Sept 5th and we replaced a battery for the remote, free loaner vehicle, and free transmission flush, (over $goodwill) Why did they replace the batteries of the remote? We took them out intentionally because every time that remote gets touch the side doors open by themselvesGoodwill? I had to bring my vehicle back, be inconvenient by their negligence and they think they were nice because they gave me a car? That’s the only reason why I didn’t present my complaint (as I told them I would) beforeGoodwill? They tried to charge me for the service and I reminded them that they were not doing me any favors, they were following in a service that was incomplete! Free transmission flush? I am not a mechanic but whatever they did it didn’t fix my RPM problem and it doesn’t change the fact that I paid them to repair my rpm issue on 7/not for the check engine lightSo as far as I am concerned, this is a service I paid for alreadyThey need to check their phone records, the second person I spoke on the phone with told me that they record all callsOn October 11th, customer brought in vehicle that would not start and revving issue where RPMs were fluctuating Earlier that day and before I didn’t have any problems with my starter I called and spoke with Ron about the RPM issue, the car broke down on my way to the dealerIf I haven’t stop to pick up my daughter from daycare this would have happened in their workshopBy the way, they conveniently don’t address my question and the fact that we took the car to their workshop for the same problem earlier this year.Objectively speaking, all the jobs performed by Bob Caldwell this year have come back to haunt me so technically, I should receive a refund from all the money I have paid them for my sensors, the starter, the rpm and of course the one done recently.How about addressing the fact that they are short on staff? Transmission workers! How about showing some self pride and showing some remorse for a terrible job done?! Kind regards ,
When the customer arrived upon write up, customer signed repair order for $to make a key Parts department cut a vehicle specific key and gave to technician along with PIN code specified from Chrysler based off VIN (Vehicle Identification Number) Once tech tried to program key several times, it was evident that the SKIM (sentry key immobilizer module) had been replaced previously We have no record of vehicle at dealership and customer was unaware that the module was replaced either Regrettably we have no way of knowing that the PIN code is different than what Chrysler reports the original manufacture equipment was, until after key is cut and attempted to program Once we determined that there was additional issues with vehicle, we diagnosed vehicle for $labor and offered alternated transportation at cost, and did not charge agreed amount due to the situation Again the key is cut specifically for their vehicle and does not work on other vehicles In addition we explained to the customer this key will still work on this vehicle once the SKIM module is replaced and (offer) we can reprogram key after SKIM module is replaced for $labor The only thing the customer was charged for was the part itself (again only works on this specific vehicle) plus tax Again labor and shop supplies were removed as a one time goodwill to a first time customer
Mr [redacted] asked us to install a factory harness that controls the radio and speakers,along with multiple features for electronics that control dash functions.When we began work on Mr [redacted] truck we removed the dash and cut the wires for the aftermarket alarm system which cannot be reused with the factory wiring harness that he requested we install.Mr [redacted] was fully aware that the aftermarket alarm would not function when our repairs were complete and was aware that the wiring harness for the alarm system would not be put back into the truck.Mr [redacted] advised us to put the items we repaired back to factory and he would take care of the aftermarket items himself at a different aftermarket repair facilty(best buy).In regards to the repairs that we made our technician's and both service managers have tried to accommodate Mr [redacted] by having him return so we could look at his factory alarm system and see what concern he may have, MrBoorn has declined to do that and does not want our assistance in regards to trying to help with his truck.We have also offered to have the interior of his truck cleaned on the inside when we may have got grease spots and he does not wants us to clean his truck as well.We have provided the customer with a adequate solution to his problem but does not want any help in regards to his concern.We have provided Mr [redacted] with all that he requested when he arrived for his repairs and we also asked Mr [redacted] to come in and look at the concerns prior to his repairs cause the technician wanted to point out things he found during his repair.The service manager's have spoken to Mrand Mrs [redacted] and have given a thorough explanation of all the things that was done and we have also provided him in trying to help with with a factory alarm system that he asked us about during our phone conservations, at this point in time there seems to be nothing we can do to resolve his issue.If the customer would like us to help him regards to figuring out his factory alarm we will be more than helpful but his aftermarket alarm system we don't have the capabilities'or the wiring diagrams to figure out his concern
Customer was given an opportunity to purchase an extended service contract As seen on attachment customer declined extended service contract The month mile coverage that came with vehicle does not cover the electrical issue that we have located and fixed as of February 6th Customer is currently in vehicle and we have not heard any issues since customer purchased vehicle The goodwill gesture from [redacted] includes a loaner vehicle (which is ironically same make and model of purchased vehicle, just one year older) for the duration of time customer's vehicle was in the shop In addition [redacted] absorbed over $in repair to satisfy customer despite the fact the repair should have fallen on the customer Customer was also attempting (or commented) on trying to utilize Lemon law on this vehicle, which also does not apply Customer should be very thankful that we took ownership of the repairs up to this point I personally was attached to multiple emails from service staff throughout the repair process and see no issue with how the repair was handled Albeit a lengthy amount of time to fix a vehicle very recently purchased, however we took every possible step to do the right thing and fix a difficult and rare intermittent concern - [redacted] ***
I am rejecting this response because: The issue is not that they have not cancel the warranty I have the same paper work that they sent to you I will close the case once they can prove that the refund has been sent to my Lender. Please keep the file open to show the follow up for the copy of the check sent to the Lender. Regards, [redacted]
The company responded a day after the complaint I personally (Justin H [redacted] (GM)) left a response to the Facebook message hours after the post and left direct extension that the customer could call Nonetheless our salesperson (Randy) was wrong saying he would call back and never did so Although we are not familiar with the conversation between sales person and customer, we were given the customers information to run credit and an application was filled out with personal information to run credit After speaking to Randy there was a bit of a miscommunication on credit After listening to a phone conversation, Randy thought that customer did not want credit sent to banks We would need to pull credit internally in order to gather information to quote customer including FICO score and trade in payoff which was provided to customer As I had mentioned on the Facebook reply it does not matter how many times credit is pulled nor how many banks review the credit, credit bureaus all consolidate all credit pulls as if they are so as long as they are all within days There are plenty of articles I would be happy to provide to defend the statement upon request As long as the customer is in still looking for a vehicle and knowing that credit must be pulled to finance any automotive transaction, the customer will only receive hit to credit In addition and as I would have offered if the customer had he called, we can write a letter to the credit bureau and have the inquiry removed if it's that big of a deal but as explained before if the customer is still going to look for a vehicle there is no benefit to customer's scoreFurthermore, we are being misrepresented on Facebook currently as stated We did not pull customer credit after customer had left, we pulled credit to see what kind of payments we could provide customer as requested Customer did not call times Throughout the entire process, customer made incoming calls Randy spoke to customer on the 1st, customer made attempts on the 2nd, and I responded to Facebook post on 3rd (same day post was left), so there is a bit of an exaggeration regarding attempts to reach a manager Frankly the entire complaint is a bit over zealous however we apologize for the lack of effort in response time and broken promises from sales staff -Justin H (GM)
I am rejecting this response because: I am not a electrician professional I hired you to correct my trucks damagesYou are the experts when you accept payment for these services I did not receive prior notice you were going to do additional damage to my TruckAnd certainly nothing was written on my work order I was told they would not work on the radio I said no problem Install the factory harness and Best Buy will install the Radio The security system was never discussed until they had trouble turning it off It was understood that these aftermarket systems that were 1/week old were to be reinstalled They agreed to that! By implication the other parts on my truck were to be reused! At no time did Caldwell advise me they were going to destroy my after market systems or advise me that the truck came factory installed with any security system It was only after the damages and, I was played with like a mouse is to a cat Vague not committal comments were the norm during their entire conversations Examples: "We are not responsible for repairing your damaged alarm system as it is an after market and we don't work on them", We will not repair you factory alarm system as it was not part of the repairs you have paid for""If you wish we will look at your system for additional money""we had to remove your alarm system because it was thru the dash", "in order to remove the dashI had to remove your alarm system and I did not destroy it beyond what is for this type of repair" etc etc etcThis experience talking with the dealership is like pissing down my own leg They treat me like I'm stupid enough to believe a aftermarket alarm system is not removable without damage Call any installer in Columbus, they'll tell you it can be done I was born and raised on a farm In my younger days I installed car radios repaired a lot of equipment without damage and reinstalled them! And I had no formal training, you are the expert! This is complete bull that you can not remove a system without schematics One of their cuts was within a few inches of the harness they claim to not be able to reach without removing the dash Why did I not get a phone call stating their lack of expertise in removing my alarm system? The installer was expert enough to apparently install the system without removing the dash as they stated it was thru the dash.They didn't even bother themselves with unplugging connector attached to the modules Instead the pins were jerked out of their locations within each connector Call Best Buy, ask Vince to explain the damage they did Vince at Best Buy removed parts from the harness where they cut them off with his fingers Unwrapping tape and un-winding the wires so they would and could have been removed by the dealership!I told them it would not be of any benefit for me to bring it to them as I was so upset could not guarantee they would like me there and call the police They had already told me they were not responsible and did no wrong I never said they could not see the harness ONLY that this would not be a good day until I could calm myself after day's of their working me into a tirade! They were offered to come and get the truck themselves No answer just like the entire process with them I was going to accept everything they said as fact and get interrogated like they were police needing to prove I was a liar They blame a poor Advisor for the lack of communication that my alarm system was to be damaged with their removal of the old system.No, This is a purposeful wonton destruction of the system because they could not get it turned off It kept alarming and I was asked to do something from home as the mechanic was getting mad having to turn off the sounding alarms He shut it off by jerking the wire harness and pulling the individual pins out of their connectors for my after market alarm system Just because you say " we will not work on after market parts, does not give you the right to destroy those parts! This is a obvious lack of respect for personal property, the same as if I smashed windshields on their cars on the lot I even had to explain these type of examples as there was absolutely no form of communication from them that they understood my loss I was toyed with until they made me mad then excused themselves from any form of obligation This continued over several day of verbal insensitivity of the monetary loss they caused Had they told me they were going to destroy anything aftermarket I'd have taken it else where It was their full intention to wear me down with multiple "call me back, I'll call you etc etc Multiple times they would threaten to hang up because I used a swear word I told them the first amendment guarantees me free speech It does not say no swear words No, Shane is expertly trained to not make any form of amendment or payment or anyone expertise other that their own I offered them to call Best Buy, no comment, I offered to have my wife bring it up with me, no comment It wasn't until he had me so upset at the very last words were exchanged when his comment of well I'll have someone remove the grease that I said "I wouldn't let you wash my dog let alone clean my interior after the way you've treated my truck He was waiting for that, immediately "well if you will not let me clean your truck we have nothing else to talk about, have a good day.Two comments describe Shane, He said "Justin said for you to talk to me, So lets go.., this is what I do" My wife comment about his tone of voice on the message left her, "he's very full of himself and smug We're wasting time talking to him!" Congratulation's, Shane you have been properly trained at eluding responsibility or fair arbitration You can be proud of yourself that you lowered my net worth and improved your bottom lineThis after market alarm system was installed piece by piece It is certainly a lot easier to remove something than installing it with out respect or Regards, Earl ***
Customer did not buy vehicle here.Customer does not use our dealership for prior repairsCustomer did not contact anyone from mgmtbefore submitting claim to Revdex.comCustomer had been in and paid for check out for same problem prior in which no problem found (11/30/15) This hour check out will apply to aftermarket service contract deductible of $ Customer is and has been in loaner vehicle, compliments of Bob Caldwell since Friday Unfortunately Bob Caldwell can not control the manufacture's ability to deliver parts in a timely manner Reviewing the time that the vehicle had been here (2nd visit- March 21st drop off) vehicle has intermittent issue that took days before we were able to replicate customer's "no start" concern We can not be held liable for time to diagnose vehicle if customer complaint can not be duplicated It's impossible to determine cause until we confirm complaint which takes an undefinable time to recreate an intermittent issue Customer needs to give us appropriate time to repair vehicle and confirm with 3rd party service contract company authorization of payment This repair will cost customer $out of pocket assuming no other problems addressed Customer needs to give us time to diag, figure out causes, receive parts, and correct the issue
Customer had purchased vehicles from us within short time frame and we appreciate the business In regards to the van that customer is speaking of......There is one item on the We-Owe and that refers to the lever on the seat and we are happy to fix that item Other items claimed after the sale- A/C does not work correctly- we reviewed operations of A/C on 2/21/18- A/C operates as designed Another complaint is in regards to battery Battery has not failed at this point nor failed our inspection and with that said we have not replaced battery Currently there are multiple online reviews that not only has information and legal threats and discourages any further "Goodwill" to consumer If those reviews are taken down we would be happy to review battery and A/C concern with customer again as a goodwill Until that time we will only correct the seat lever issue as promised on We-Owe during purchase -Justin H (GM)
It is agreeable to to review the work for free and advise customer on options that we can provide We will have Lynn call to schedule appointment Thank you! -Justin Harmon
I was not given a copy of the estimate signed at serviceI was asked to signed something and said I did not want toIt was explained to me that I needed to sign a $estimate but that it would be covered by the end of the daySpecifically the tech said "My goal is to not charge you anything today". Attached is my receipt from the end of the day, but not the estimate. Thanks,Amy
I reviewed the response made by the business in reference to complaint ID 12718172, and find the resolution is satisfactory to me
I have scheduled an appointment thank you for your willing to work this out
I reviewed the response made by the business in reference to complaint ID 12718172, and find the resolution is satisfactory to me I have scheduled an appointment thank you for your willing to work this out
Technician spent hours diagnosing "No Start" complaint Customer signed off on initial $estimate to diagnose complaint Battery not holding voltage and customer declined battery replacement Customer should be paying for diagnosis and battery due to mileage Customer did not speak to manager nor general manager at time of pick up yesterday Technically she owes the check out charge We can not reverse the charge however we will be willing to replace battery as ONE TIME GOODWILL despite the fact the vehicle mileage is technically out of warranty
I was not given a copy of the estimate signed at serviceI was asked to signed something and said I did not want toIt was explained to me that I needed to sign a $estimate but that it would be covered by the end of the daySpecifically the tech said "My goal is to not charge you anything today"Attached is my receipt from the end of the day, but not the estimateThanks,Amy
I never said I wanted to shop ratesI will not agree to thatI came in with my own financing and specifically stated not to pursue furtherAs for your sales representative, CJ, he was on his cell phone texting and laughing the entire time I was in his officeHe proceeded to explain that he was putting his girl in her placeAnother one of the young salesmen came over and gave him a high five for itWhen the vehicle was prepared for me it was washed and sweptHowever, it was on emptyCJ said when I returned he would put more has gas in the vehicleI said," You are going to fill it up right?" He laughed and said, " oh no I'll give you a bit more." I have purchased other certified used vehicles that were presented to me much more satisfactory that Bob Caldwell's processThey put new car smell in and fill it up without questionI will not agree to you lack of acknowledgement of wrong doing on your businesses part Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Only due to the fact that I had to request a loaner vehicle before it being offered after my vehicle had been at their service location for almost a weekI was initally told, after the request, that there were no vehicles availableI then called the location again and was told there were three available but I was never contacted to be offered oneOn one of my calls I did request to speak to a supervisor but was forwarded to my original service rep, Lenny Jo, who has been nothing but nice and professional I do want to addI confirm that I did not purchase the vehicle at their location, however, I brought it to their location as they are a cerified Dodge mechanicsI wanted to make sure I had the techs that are best suited to repair my vehicleThank you for responding quickly to my complaint Regards, Lisette Merced
This is not an issue between Bob Caldwell and the customer This is an issue with the manufacture and warranty they provide to the customer As we stated to the customer, the manufacture (Chrysler) denied the claim, not Bob Caldwell There is no reason we would voluntarily refuse to fix customer's engine, that is how we make a living so naturally it makes no sense for us to refuse service Furthermore, if this is a Chrysler manufacture warranty certainly the customer is aware he can have the work performed at any Chrysler dealer The Revdex.com should not be involved in the case For the reasons mentioned we are not liable for proving that the manufacture denied the claim If the customer is not happy with the denial and what we are telling him (as a representative of the factory), or does not believe us, he should take it up with factory, not Revdex.com The customer states he was declined by his service contract company because it should fall under Manufacture warranty It is not covered by manufacture warranty so we recommend that if he need proof of denial to take to his extended warranty company, he call (800) 992-(Chrysler Customer Care Hotline) so that the manufacture can provide that information Again, we would like nothing more than to fix the customer's concern and share in the frustration but have completed all that we can do at this point until either Chrysler, the service contract company or the customer is willing to pay for the repair Lastly, as a goodwill we have already provided the customer a car "free of charge" for the last days until he makes a decision If this is his answer we would kindly ask Mr [redacted] to find another form of transportation and return our complimentary loaner vehicle
Customer came in for airbag recall (first visit to Bob Caldwell) Magnum w/ over 100k miles We completed recall and recommended some overdue maintenance Customer authorized emissions service and transmission service None of these repairs/ maintenance has anything to do with spark plugs When customer came back in, we diagnosed vehicle for free, found miss fire in #cylinder Customer threatened with Revdex.com/ online reviews/ etc....if we did not refund total money on original repair Generously we offered to provide $credit due to circumstance as goodwill, customer declined and demanded money back At this point we are now inclined to revoke original offer and to convince customer and Revdex.com there is no foul play or anything we did wrong, we will pay for hour check out at 3rd party repair shop (Firestone on Morse rd) to confirm of no wrong doingsNote- customer has original spark plugs in vehicle currently, also "found tube going into back of intake manifold leaking" (which may also cause check engine light)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:I informed my advisor that I was relocating when he ordered the part he then informed it would take a day to get in which wasn't the case I waited from tuesday to friday and called and it still wasn't in And as a result of my relocation the dealership Gwinnett dodge in stone mountain Ga is not willing to fix the same issue that was looked at which is the seat belt that was under warranty while I was there is no longer under warranty now because the drive has sent me over my miles by miles I have drove 10,miles but in between that time the car has been returned to you and repaired for the same issues times And I have called and rescheduled appointments timesif this was not a ongoing issue there would of been no need for me to consistently and the offer to pay for diagnostic still isn't going to fix the issue that was never fixed properly from the beginning I still have labor and part charges which I have already paid for a issue that was never fixed I am willing to accept a offer for you guys to cover payment if a diagnostic is done and shows same issues exist as original issue Which I can provide all the information to the deanship in area as well as the contact info for the service rep i'm working with As well as th option of a refund i'm still open too as well This has been very time consuming No one should have to keep coming to a dealership to have the same problem service time and time again Regards, Ron Franklin
Dear Mr***,I am greatly grateful to you and the Revdex.com for helping me resolve this dispute I read the answer from the business and although I am grateful they are agreeing to refund $150, I can’t help but notice that not only they did they fail to address the fact that this all happened while they were short on staff, that they did multiple jobs that were not done correctly, they came back with fallacies or half truthswant my money back, that’s undeniable I asked them for my money back before the service done on Last weekI just had to pay them those additional $because the car didn’t start and I was forced to take it to them because I was already on my way If I accept my money, will my complaint disappear?I want to make sure they answer my complain and admit their wrongdoing If I accept the money, would they still be able to respond and send an apology?Please see my points below:Check engine light diagnosed July 27th was for a speed sensor, this required (per manufacture instructions) a flash to the PCMAs I stated in my original complaint, I didn’t go there for them to fix the check engine light, I went so they fix the rpm getting so high The only time the check engine light was mentioned was when I asked if the check engine light was going to disappear when they fix the problem with the rpm They told us then that the problem was the transmission and they told us when we came back that the problem was the transmission and we had to wait a monthWhy they did what they did and pretend otherwise is beyond meThat same visit customer requested price on mirror replacement and declined work I asked if I needed to replace the mirror before they repair the sensors they “fixed” and needed to fix again and they said yes so I asked the price, that was allCustomer was still complaining of same issue Sept 5th and we replaced a battery for the remote, free loaner vehicle, and free transmission flush, (over $goodwill) Why did they replace the batteries of the remote? We took them out intentionally because every time that remote gets touch the side doors open by themselvesGoodwill? I had to bring my vehicle back, be inconvenient by their negligence and they think they were nice because they gave me a car? That’s the only reason why I didn’t present my complaint (as I told them I would) beforeGoodwill? They tried to charge me for the service and I reminded them that they were not doing me any favors, they were following in a service that was incomplete! Free transmission flush? I am not a mechanic but whatever they did it didn’t fix my RPM problem and it doesn’t change the fact that I paid them to repair my rpm issue on 7/not for the check engine lightSo as far as I am concerned, this is a service I paid for alreadyThey need to check their phone records, the second person I spoke on the phone with told me that they record all callsOn October 11th, customer brought in vehicle that would not start and revving issue where RPMs were fluctuating Earlier that day and before I didn’t have any problems with my starter I called and spoke with Ron about the RPM issue, the car broke down on my way to the dealerIf I haven’t stop to pick up my daughter from daycare this would have happened in their workshopBy the way, they conveniently don’t address my question and the fact that we took the car to their workshop for the same problem earlier this year.Objectively speaking, all the jobs performed by Bob Caldwell this year have come back to haunt me so technically, I should receive a refund from all the money I have paid them for my sensors, the starter, the rpm and of course the one done recently.How about addressing the fact that they are short on staff? Transmission workers! How about showing some self pride and showing some remorse for a terrible job done?! Kind regards ,
When the customer arrived upon write up, customer signed repair order for $to make a key Parts department cut a vehicle specific key and gave to technician along with PIN code specified from Chrysler based off VIN (Vehicle Identification Number) Once tech tried to program key several times, it was evident that the SKIM (sentry key immobilizer module) had been replaced previously We have no record of vehicle at dealership and customer was unaware that the module was replaced either Regrettably we have no way of knowing that the PIN code is different than what Chrysler reports the original manufacture equipment was, until after key is cut and attempted to program Once we determined that there was additional issues with vehicle, we diagnosed vehicle for $labor and offered alternated transportation at cost, and did not charge agreed amount due to the situation Again the key is cut specifically for their vehicle and does not work on other vehicles In addition we explained to the customer this key will still work on this vehicle once the SKIM module is replaced and (offer) we can reprogram key after SKIM module is replaced for $labor The only thing the customer was charged for was the part itself (again only works on this specific vehicle) plus tax Again labor and shop supplies were removed as a one time goodwill to a first time customer
Mr [redacted] asked us to install a factory harness that controls the radio and speakers,along with multiple features for electronics that control dash functions.When we began work on Mr [redacted] truck we removed the dash and cut the wires for the aftermarket alarm system which cannot be reused with the factory wiring harness that he requested we install.Mr [redacted] was fully aware that the aftermarket alarm would not function when our repairs were complete and was aware that the wiring harness for the alarm system would not be put back into the truck.Mr [redacted] advised us to put the items we repaired back to factory and he would take care of the aftermarket items himself at a different aftermarket repair facilty(best buy).In regards to the repairs that we made our technician's and both service managers have tried to accommodate Mr [redacted] by having him return so we could look at his factory alarm system and see what concern he may have, MrBoorn has declined to do that and does not want our assistance in regards to trying to help with his truck.We have also offered to have the interior of his truck cleaned on the inside when we may have got grease spots and he does not wants us to clean his truck as well.We have provided the customer with a adequate solution to his problem but does not want any help in regards to his concern.We have provided Mr [redacted] with all that he requested when he arrived for his repairs and we also asked Mr [redacted] to come in and look at the concerns prior to his repairs cause the technician wanted to point out things he found during his repair.The service manager's have spoken to Mrand Mrs [redacted] and have given a thorough explanation of all the things that was done and we have also provided him in trying to help with with a factory alarm system that he asked us about during our phone conservations, at this point in time there seems to be nothing we can do to resolve his issue.If the customer would like us to help him regards to figuring out his factory alarm we will be more than helpful but his aftermarket alarm system we don't have the capabilities'or the wiring diagrams to figure out his concern
Customer was given an opportunity to purchase an extended service contract As seen on attachment customer declined extended service contract The month mile coverage that came with vehicle does not cover the electrical issue that we have located and fixed as of February 6th Customer is currently in vehicle and we have not heard any issues since customer purchased vehicle The goodwill gesture from [redacted] includes a loaner vehicle (which is ironically same make and model of purchased vehicle, just one year older) for the duration of time customer's vehicle was in the shop In addition [redacted] absorbed over $in repair to satisfy customer despite the fact the repair should have fallen on the customer Customer was also attempting (or commented) on trying to utilize Lemon law on this vehicle, which also does not apply Customer should be very thankful that we took ownership of the repairs up to this point I personally was attached to multiple emails from service staff throughout the repair process and see no issue with how the repair was handled Albeit a lengthy amount of time to fix a vehicle very recently purchased, however we took every possible step to do the right thing and fix a difficult and rare intermittent concern - [redacted] ***
I am rejecting this response because: The issue is not that they have not cancel the warranty I have the same paper work that they sent to you I will close the case once they can prove that the refund has been sent to my Lender. Please keep the file open to show the follow up for the copy of the check sent to the Lender. Regards, [redacted]
The company responded a day after the complaint I personally (Justin H [redacted] (GM)) left a response to the Facebook message hours after the post and left direct extension that the customer could call Nonetheless our salesperson (Randy) was wrong saying he would call back and never did so Although we are not familiar with the conversation between sales person and customer, we were given the customers information to run credit and an application was filled out with personal information to run credit After speaking to Randy there was a bit of a miscommunication on credit After listening to a phone conversation, Randy thought that customer did not want credit sent to banks We would need to pull credit internally in order to gather information to quote customer including FICO score and trade in payoff which was provided to customer As I had mentioned on the Facebook reply it does not matter how many times credit is pulled nor how many banks review the credit, credit bureaus all consolidate all credit pulls as if they are so as long as they are all within days There are plenty of articles I would be happy to provide to defend the statement upon request As long as the customer is in still looking for a vehicle and knowing that credit must be pulled to finance any automotive transaction, the customer will only receive hit to credit In addition and as I would have offered if the customer had he called, we can write a letter to the credit bureau and have the inquiry removed if it's that big of a deal but as explained before if the customer is still going to look for a vehicle there is no benefit to customer's scoreFurthermore, we are being misrepresented on Facebook currently as stated We did not pull customer credit after customer had left, we pulled credit to see what kind of payments we could provide customer as requested Customer did not call times Throughout the entire process, customer made incoming calls Randy spoke to customer on the 1st, customer made attempts on the 2nd, and I responded to Facebook post on 3rd (same day post was left), so there is a bit of an exaggeration regarding attempts to reach a manager Frankly the entire complaint is a bit over zealous however we apologize for the lack of effort in response time and broken promises from sales staff -Justin H (GM)
I am rejecting this response because: I am not a electrician professional I hired you to correct my trucks damagesYou are the experts when you accept payment for these services I did not receive prior notice you were going to do additional damage to my TruckAnd certainly nothing was written on my work order I was told they would not work on the radio I said no problem Install the factory harness and Best Buy will install the Radio The security system was never discussed until they had trouble turning it off It was understood that these aftermarket systems that were 1/week old were to be reinstalled They agreed to that! By implication the other parts on my truck were to be reused! At no time did Caldwell advise me they were going to destroy my after market systems or advise me that the truck came factory installed with any security system It was only after the damages and, I was played with like a mouse is to a cat Vague not committal comments were the norm during their entire conversations Examples: "We are not responsible for repairing your damaged alarm system as it is an after market and we don't work on them", We will not repair you factory alarm system as it was not part of the repairs you have paid for""If you wish we will look at your system for additional money""we had to remove your alarm system because it was thru the dash", "in order to remove the dashI had to remove your alarm system and I did not destroy it beyond what is for this type of repair" etc etc etcThis experience talking with the dealership is like pissing down my own leg They treat me like I'm stupid enough to believe a aftermarket alarm system is not removable without damage Call any installer in Columbus, they'll tell you it can be done I was born and raised on a farm In my younger days I installed car radios repaired a lot of equipment without damage and reinstalled them! And I had no formal training, you are the expert! This is complete bull that you can not remove a system without schematics One of their cuts was within a few inches of the harness they claim to not be able to reach without removing the dash Why did I not get a phone call stating their lack of expertise in removing my alarm system? The installer was expert enough to apparently install the system without removing the dash as they stated it was thru the dash.They didn't even bother themselves with unplugging connector attached to the modules Instead the pins were jerked out of their locations within each connector Call Best Buy, ask Vince to explain the damage they did Vince at Best Buy removed parts from the harness where they cut them off with his fingers Unwrapping tape and un-winding the wires so they would and could have been removed by the dealership!I told them it would not be of any benefit for me to bring it to them as I was so upset could not guarantee they would like me there and call the police They had already told me they were not responsible and did no wrong I never said they could not see the harness ONLY that this would not be a good day until I could calm myself after day's of their working me into a tirade! They were offered to come and get the truck themselves No answer just like the entire process with them I was going to accept everything they said as fact and get interrogated like they were police needing to prove I was a liar They blame a poor Advisor for the lack of communication that my alarm system was to be damaged with their removal of the old system.No, This is a purposeful wonton destruction of the system because they could not get it turned off It kept alarming and I was asked to do something from home as the mechanic was getting mad having to turn off the sounding alarms He shut it off by jerking the wire harness and pulling the individual pins out of their connectors for my after market alarm system Just because you say " we will not work on after market parts, does not give you the right to destroy those parts! This is a obvious lack of respect for personal property, the same as if I smashed windshields on their cars on the lot I even had to explain these type of examples as there was absolutely no form of communication from them that they understood my loss I was toyed with until they made me mad then excused themselves from any form of obligation This continued over several day of verbal insensitivity of the monetary loss they caused Had they told me they were going to destroy anything aftermarket I'd have taken it else where It was their full intention to wear me down with multiple "call me back, I'll call you etc etc Multiple times they would threaten to hang up because I used a swear word I told them the first amendment guarantees me free speech It does not say no swear words No, Shane is expertly trained to not make any form of amendment or payment or anyone expertise other that their own I offered them to call Best Buy, no comment, I offered to have my wife bring it up with me, no comment It wasn't until he had me so upset at the very last words were exchanged when his comment of well I'll have someone remove the grease that I said "I wouldn't let you wash my dog let alone clean my interior after the way you've treated my truck He was waiting for that, immediately "well if you will not let me clean your truck we have nothing else to talk about, have a good day.Two comments describe Shane, He said "Justin said for you to talk to me, So lets go.., this is what I do" My wife comment about his tone of voice on the message left her, "he's very full of himself and smug We're wasting time talking to him!" Congratulation's, Shane you have been properly trained at eluding responsibility or fair arbitration You can be proud of yourself that you lowered my net worth and improved your bottom lineThis after market alarm system was installed piece by piece It is certainly a lot easier to remove something than installing it with out respect or Regards, Earl ***
Customer did not buy vehicle here.Customer does not use our dealership for prior repairsCustomer did not contact anyone from mgmtbefore submitting claim to Revdex.comCustomer had been in and paid for check out for same problem prior in which no problem found (11/30/15) This hour check out will apply to aftermarket service contract deductible of $ Customer is and has been in loaner vehicle, compliments of Bob Caldwell since Friday Unfortunately Bob Caldwell can not control the manufacture's ability to deliver parts in a timely manner Reviewing the time that the vehicle had been here (2nd visit- March 21st drop off) vehicle has intermittent issue that took days before we were able to replicate customer's "no start" concern We can not be held liable for time to diagnose vehicle if customer complaint can not be duplicated It's impossible to determine cause until we confirm complaint which takes an undefinable time to recreate an intermittent issue Customer needs to give us appropriate time to repair vehicle and confirm with 3rd party service contract company authorization of payment This repair will cost customer $out of pocket assuming no other problems addressed Customer needs to give us time to diag, figure out causes, receive parts, and correct the issue
Customer had purchased vehicles from us within short time frame and we appreciate the business In regards to the van that customer is speaking of......There is one item on the We-Owe and that refers to the lever on the seat and we are happy to fix that item Other items claimed after the sale- A/C does not work correctly- we reviewed operations of A/C on 2/21/18- A/C operates as designed Another complaint is in regards to battery Battery has not failed at this point nor failed our inspection and with that said we have not replaced battery Currently there are multiple online reviews that not only has information and legal threats and discourages any further "Goodwill" to consumer If those reviews are taken down we would be happy to review battery and A/C concern with customer again as a goodwill Until that time we will only correct the seat lever issue as promised on We-Owe during purchase -Justin H (GM)
It is agreeable to to review the work for free and advise customer on options that we can provide We will have Lynn call to schedule appointment Thank you! -Justin Harmon
I was not given a copy of the estimate signed at serviceI was asked to signed something and said I did not want toIt was explained to me that I needed to sign a $estimate but that it would be covered by the end of the daySpecifically the tech said "My goal is to not charge you anything today". Attached is my receipt from the end of the day, but not the estimate. Thanks,Amy
I reviewed the response made by the business in reference to complaint ID 12718172, and find the resolution is satisfactory to me
I have scheduled an appointment thank you for your willing to work this out