Al's Styling Salon

I believe that the end result was unacceptable. The manager himself said that making a key consist of cutting and programming the key to complete the job and they were unable to do so so. Again we didn't need a key to just fit, we needed a FULLY OPERATING KEY. As the consumer I had no way of know that the key may not work due a SKIM module, I am not a mechanic. Therefore the mechanic should have made us aware prior to beginning the work, but based on the comment from the manager, they are more concerned with writing cars up and taking the money than making sure customers are fully aware of their options. They may have no way of knowing that if the SKIM Module has been changed or is defective but they did know that the SKIM module is needed to program the key, again we know nothing about cars it it is great customer service to educate customers instead of withholding information and taking money. I had to pay full price for a part that is partially working. In other words I was given a left shoe without the right one, can I put the left shoe on, yes but it's useless without the right one just as this key is because the same issue still exist!!When I told them the issue upon arriving they didn't feel the need to do the diagnostic because they felt that making a new key would solve the problem, which is why the form stated to make a key and I signed off on it. I was assured that I the issue would be fixed and It's not. To have to pay 182.75 (full price for a partial part) is absurd. Again this is unacceptable and terrible customer service.

I was not given a copy of the estimate signed at service. I was asked to signed something and said I did not want to. It was explained to me that I needed to sign a $100 estimate but that it would be covered by the end of the day. Specifically 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

Dear Mr. [redacted],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 truths. want my money back, that’s undeniable.  I asked them for my money back before the service done on Last week. I just had to pay them those additional $150 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:1. Check engine light diagnosed July 27th was for a speed sensor, this required (per manufacture instructions) a flash to the PCM. As 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 month. Why they did what they did and pretend otherwise is beyond me. 2. That 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 all.3. Customer was still complaining of same issue Sept 5th and we replaced a battery for the remote, free loaner vehicle, and free transmission flush, (over $300 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 themselves. Goodwill? 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) before. Goodwill? 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 7/27 not for the check engine light. So as far as I am concerned, this is a service I paid for already. They need to check their phone records, the second person I spoke on the phone with told me that they record all calls. 4. On 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 dealer. If I haven’t stop to pick up my daughter from daycare this would have happened in their workshop. By 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 ,

Hi - I called Huntington today and they said that the just received the refund on 03/27/2017 after almost of year of the cancel date. I want to Thank You So much for getting them on the ball for payment to be sent and posted.  [redacted]

Customer has been patient with Bob Caldwell......Customer purchased vehicle 1/15/17.  Initial complaint was made 4/3/17 and it was evident that A/C had not been a concern prior to 4/3/17.  Based on phone conversation and paperwork nothing suggests that there was an A/C issue during or...

prior to purchase.  Customer opted to decline any additional service contracts during purchase of vehicle (attached).  Bob Caldwell should have checked out vehicle during appointment in April while vehicle had a 90 day/ 3,000 mile limited coverage but provided customer with recommendation to have checked at different facility.  Customer at that time declined possible check out charge in the event the repair was not covered by warranty.  After this happened the week of 4/3 did not hear back from customer until 5/31 where customer was ran around the sales department, Bob Caldwell's bad.  At this point I fear customer has already had repair completed at another shop?  If so we would need to see what was completed on vehicle to help remedy the concern, however after the research done already I can promise to help with repair costs as goodwill, the amount would be based on what customer has already done and what repairs have been completed.  If nothing has been completed we would prefer to check vehicle out (free of charge to customer- as goodwill) to determine what needs fixed and if it's a covered component.  I knew nothing about Ms. [redacted] having issues throughout the last couple months until today. -Justin H[redacted] (GM)

Customer did complain to sales person and sales manager after purchase of the vehicle however there is no warranty on the cosmetics of the vehicle and customer signed We-Owe stating that nothing was owed by the dealership.  This was never part of the negotiations neither written nor verbally...

during the purchase of the vehicle to any of the staff.  We can not be held responsible for blemishes on a preowned vehicle.  If requested we would be happy to provide the signed "We Owe" form from customer.  Thanks  -Justin H[redacted] (GM)

When the customer arrived upon write up, customer signed repair order for $225 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 $0 labor and offered alternated transportation at 0 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 $0 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.

I never said I wanted to shop rates. I will not agree to that. I came in with my own financing and specifically stated not to pursue further. As for your sales representative, CJ, he was on his cell phone texting and laughing the entire time I was in his office. He proceeded to explain that he was putting his girl in her place. Another one of the young salesmen came over and gave him a high five for it. When the vehicle was prepared for me it was washed and swept. However, it was on empty. CJ said when I returned he would put more has gas in the vehicle. I 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 process. They put new car smell in and fill it up without question. I 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]

Apologize for the customer's aggravation.  The cancellation was completed in timely manner (see attached).  I will followup with Service Contract/ Gap/ and 3 for 1 provider to find out if/ why check has not been cut to Lien Holder (Huntington).

Requested We Owe Doc attached.  Thanks-- Justin H[redacted]Bob Caldwell Chrysler Jeep Dodge RamCaldwell Fleet Leasingwww.caldwellchrysler.comwww.caldwellleasing.comNew Commercial- The Human Drive

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10823237
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 400 miles.  I have drove 10,000 miles but in between that time the car has been returned to you and repaired for the same issues 3 times.  And I have called and rescheduled appointments 4 times. if 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11292575
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 week. I was initally told, after the request, that there were no vehicles available. I then called the location again and was told there were three available but I was never contacted to be offered one. On 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 add. I confirm that I did not purchase the vehicle at their location, however, I brought it to their location as they are a cerified Dodge mechanics. I wanted to make sure I had the techs that are best suited to repair my vehicle. Thank you for responding quickly to my complaint. 
Regards,
Lisette Merced

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, Mr. Boorn  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 Mr. and 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 had purchased 2 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 false 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)

Certainly nothing but apologies.  First concern is accurate, the purchase agreement did read differently than the contract and it's a mistake that we need to fix.  Spoke to [redacted] and I found that he did call the finance source to get the deal corrected on 7/13.  It took several days...

for the representative to pick up the paperwork and why it's not handled a month later is astonishing.  Again sorry if you were not given a call back.  I wish that I was informed sooner so that I could take care of the situation- please give me a call or an email so I resolve this- [redacted] (General Manager) [redacted]@caldwellchrysler.com or direct line ###-###-####.  Thank you for your business and patience and allow me to correct this for you immediately.

Please close case, simply difference between opinion and fact.  Customer has already defaced business on multiple social media and review sites

Customer was given an opportunity to purchase an extended service contract.  As seen on attachment customer declined extended service contract.  The 3 month 3000 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 $2000 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]

Customer provided information and signed credit application to pull credit....see attached

Customer did not buy vehicle here.Customer does not use our dealership for prior repairsCustomer did not contact anyone from mgmt. before 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 1 hour check out will...

apply to aftermarket service contract deductible of $100.  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 $0 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.

I am rejecting this response because: I am not a electrician professional.  I hired you to correct my trucks damages. You 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 Truck. And 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 1/2 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 dash. I had to remove your alarm system and I did not destroy it beyond what is normal for this type of repair".  etc etc etc. This 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 line. This 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 [redacted]