Bob Caldwell Chrysler Jeep Dodge Ram

Spoke with Advisor and Service Manager on this vehicle Manager went on test drive with customer and confirmed that there was no noise unusual with the vehicle December 6th On same visit it was noted that there was a sizable scuff on left rear wheel and tire was balanced by other service department We would be more than happy to try to identify the noise that the customer is concerned about Any damage on the vehicle that may be a result in the noise or complaint would be at the customers expense and is not covered by any warranty During her last visit we did not charge Ms [redacted] any money and ate the checkout charge as a goodwill If Ms [redacted] feels that the noise is not a result of the damaged rim or the work that was done at another shop, we would be more than happy to recheck the vehicle, however if the noise is coming from the left rear tire, (and as we recommended on the 6th), she should consult with the shop that had worked on the wheel prior -

Customer [redacted] brought vehicle (Chrysler Town & Country w/ miles) to Bob Caldwell Automotive on March 17th for A) Check Engine Light and B) Vehicle Intermittently will not shift in forward gears when started in the cold Parts were on back order and therefore we were not able to fix and return vehicle back to customer until April 7th, Technician found on this initial visit "found trans fluid level low and burnt...vehicle may need trans overhauled if condition returns" Customer was well aware that there was damage to the transmission before he brought it in As a precaution we replaced the leaking trans lines, hoses and transmission fluid to try and salvage the transmission for the costly repair all stated on the initial repair order The last visit by customer was November 24, ( more than months after the initial visit) with similar issues as the initial visit As explained to the customer, the damage was done prior to first visit and our goal was to salvage the transmission before replacing it Customer was explained the process and we did everything we could do On his last visit we explained that the only fix is to replace the transmission which would be the only permanent fix for the customers problem We did not charge the customer any diagnosis time on the most recent visit, we offered to discount the transmission replacement, we offered to trade him out of the vehicle The customer does not show a history of ANY maintenance with Bob Caldwell, the customer did not contact myself (Justin [redacted] - GM) and it's time the customer take ownership of their vehicle After researching the issue, there will be no further offers or goodwill to Msor Mr [redacted] regarding the transmission issues on their vehicle other than those that have already been made

Ms***, I do apologies for your time spent trying to fix your issue There is no benefit for us to refuse customers warranty or not and it is truly a concern if service is doing this, even if it's just a perceived avoidance With that being said, I will continue to investigate the situation As I mentioned prior, the manager was unable to confirm the noise during the test drive but we need to improve our procedures At the end of the day, I'm glad to hear that Byers was able to correct your complaint and we appreciate your feedback

The Revdex.com can review the facts on my previous response The facts stated on my prior response came from the invoice that you were given when you picked up your car on the first repair I would be happy to submit the paperwork if requested? This complaint is simply not justifiable

In regards to Mr.[redacted]'s concern's the seat belt is being repaired under warranty at no charge.The airbag concern we are willing to provide a free diagnosis to Mr. [redacted] to determine what is wrong with the car and fix anything that would be covered under his warranty,if the...

concern is not under his warranty Mr. [redacted] would have the option of fixing it or deferring the work to a later time. If this works for Mr. [redacted] have him give me call or a email to schedule at date and time to address his concerns.  This is a one time goodwill to diagnose for free and courtesy as the airbag light is out side the warranty.Shane C[redacted]Service ManagerBob Caldwell Chrysler###-###-####(Reviewed by Justin H[redacted]- General Manager)

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 ,

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

[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

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]

We first looked at the brakes 06/20/2013 when the mileage was 27332. It was determined at that time that the front and rear pads and rotors needed to be replaced. Chrysler authorized the repairs to be done under an "out of warranty" repair for a deductible. Chrysler's normal warranty on...

wearable items is 12 months and/or 12,000 miles. The customer did return on 08/30/2013 complaining the front brakes were squeaking, so we again replaced front pads and rotors under a MOPAR warranty. We saw the vehicle only one more time after that on 04/09/2014 for an oil change. This visit, the customer brought vehicle in 09/17/2015, mileage 54306, a difference of 26974 miles, with a complaint of brakes making noise. The customer had it previously diagnosed by an aftermarket repair facility, and had already contacted the manufacturer. It was based on Chrysler's advise to have the vehicle inspected at a dealership, so the customer brought it to us. We confirmed what the other repair shop had already determined, and the vehicle does in fact need front and rear pads/rotors, as well as rear caliper brackets. We contacted the customer and provided him an estimate for repairs. The customer did not agree with our estimate, and proceeded to take verbal abuse at our abilities and the product itself, stating that "If we did the repairs correctly the first time, he would not be in this situation again". In reviewing of the history of this customer, I have determined that we in fact did do the right repair the first time. We are not in the business of replacing parts that do not need replaced, and in reference to the customers claim that prior model years had recalls, and warranties on the brakes, he is correct in that matter. Recalls and extended warranties are based off of many variables. Build date, and Factory location just to name a couple, the fact is Mr. [redacted] vehicle does not fall under any Chrysler recall or  extended warranty. I also have to question, why in the last 26974 miles did the customer not receive an inspection where ever he had his maintenance completed. His vehicle should have been in somewhere at least 5-9 times for oil changes alone. Based off of the conversations that my advisor, and other service manager had with the customer, and the manner in which they were spoken to, we decided that even if Chrysler had approved the repairs as an "Out of Warranty" repair, it would be in everyone's best interest to have the repairs completed elsewhere. The person I spoke with at Chrysler confirmed that people at the call center had similar issues with this customer on the phone. We even took care of the charges internally so the customer has zero out of pocket. I am sorry that the customer is having issues with their vehicle, but at 54,306 miles, it is not unfathomable to have to pay for repairs. Industry wide standard for brakes approximately 15,000 to 20,000 miles, depending on driving conditions. That is why manufacturers only place a 12 month and/or 12,000 mile warranty on them.  The problem the customer is having should not be a dealership complaint, his issues are with the manufacture of the products we install.

Customer came in for airbag recall (first visit to Bob Caldwell) 2007 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 #5 cylinder.  Customer threatened with Revdex.com/ online reviews/ etc....if we did not refund total  money on original repair.  Generously we offered to provide $160 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 1 hour check out at 3rd party repair shop (Firestone on Morse rd) to confirm of no wrong doings. Note- 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).

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 purchased vehicle 4/5 and complained about $86 per month insurance...

(outside our transaction).  We allowed them to back out of deal Friday night 4/7 but told them that their check had not cleared yet so we could not refund their money until either check cleared or they cancelled check.  Today we should have resolve but customer does not understand we can not return funds that have not cleared through our bank.  -Justin H

Pulled all recorded conversations.  We called customer back twice to try to assist.  Customer did speak to manager in Body Shop regarding wheel and then also a service advisor as well.  As stated during the conversation, any repairs need to be called into the service contract company.  Can not guarantee any and all issues are covered by service contract.  I have a call into service contract company to gather additional information.  Customer can call me directly so I can gather additional information ###-###-####.  Vehicle was purchased 10/26/17.  Show no signs that this was an issue during purchase or for the first 3 months after purchase.  Vehicle was inspected prior to purchase.  Need more information on why other dealer is asking for $2400.  -Justin H[redacted] (GM)

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]

Last October I bought the truck from Bob Caldwell. It was used with 50,000 miles on it. We saw some water damage. The $2,400 is for fixing bearings and axle. [redacted] gave us that estimate. The warranty might not cover it. We have our insurance company [redacted] involved. It would be fair...

for the business to cover the expenses because I think the car was flooded when we bought it.

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 1 so as long as they are all within 30 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 1 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 score. Furthermore, 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 15 times.  Throughout the entire process, customer made 6 incoming calls.  Randy spoke to customer on the 1st, customer made 3 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 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

I have attempted to respond by accepting the business's proposed resolution repeatedly and receive an error message each time after entering my message.  I have attached the 2 files to be submitted with this message.  This is what I would like to communicate to Bob Caldwell:I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Repairs to the A/C system (including parts, labor, and tax) were completed at [redacted] in [redacted] at the cost of $1357.16.  See the attached bill for more information.  The total cost of the bill was $1418.87, which includes an oil change.  Bob Caldwell is not responsible for any fees associated with the oil change.  Therefore, the amount Bob Caldwell is agreeing to reimburse is $1357.16, the fees associated with the A/C repair.  We appreciate Bob Caldwell's offer to reimburse this charge as a goodwill gesture. Regards, [redacted]

Please accept our apologies for any unprofessional actions from our staff.  We agree that CJ does have a little "I" and "Me" issue that needs corrected but certainly not the reason for the Revdex.com complaint.  In regards to credit after speaking to sales management I understand that you wanted...

us to shop rates?  It was explained that you changed your mind after your credit was already submitted as shown with attached signed credit app?  In regards to credit pulls hurting your credit score, as long as the credit pulls are within a relatively close period (2-3 weeks) those inquiries are lumped together as one inquiry as this article supports from Experian- [redacted]   -Justin H[redacted] (GM)