Bob Caldwell Chrysler Jeep Dodge Ram

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.

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

Customer removed vehicle from lot without paying for authorized working with second key, we will seeking legal matters with said customer.  Thank you!  -Justin H[redacted]

I called Justin at Bob Caldwell immediately after my last rebuttal.  I had asked to talk with a owner.  Hoped that we could work better at a resolution "person to person" , (because My typing and spelling is awful).They are welcome to have the truck and re-evaluate the situation first hand for themselves.After working through some hurt feelings on both sides Justin asked if he could see the truck.   It is and was never my intention not to let them see it.  Just didn't think my temper would permit a visit at that immediate time.  I had offered a later date would be better when I'd calmed down.  That day didn't seem to come! I feel better after talking to Justin GM and..., half owner I found out.  It is perfectly ok for them to take a look any thing they want.  Including the aftermarket alarm system. And contact Best Buy about why it was not salvageable.   I did not have the expertise to question Best Buy's opinion and also felt in his debt for even offering to repair/ correctly re-install other installers aftermarket equipment.  He, Best Buy had expressed several time, not wanting to get involved in the dispute "or court".  If Lenny would please call me I'll bring it in for Bob Caldwell to evaluate. I am trying to go camping 9/21/15.  I don't need a radio to haul the RV.  Just in running order.  I have expressed to Justin  I am now educated about the problems presented with aftermarket equipment.  The damaged after market alarm system would not be re-installed anyway.  I would try to sell it on Ebay and try to recoup some of the money lost.  I should not have purchased it to start with!  That's part of my anguish the mistakes I made trying to save money with aftermarket parts.  Justin offered to replace cables if that was all that was wrong with it.  I don't have the answer to that, have to rely again on Best Buy's mercy. Or someone else's expertise. It is not Bob Caldwell's responsibility to install the radio or buy a Radio wire harness.   Best Buy has ordered a Radio adapter wire harness I bought.  I have ordered the replacement GPS antenna which Justin offered to pay for.  Thank You.  Thank you again - Justin,I look forward to your call.  I'm retired and can bring it in anytime.

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).

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)

I can't supercede what the service contract will cover.

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]

[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

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.

Technician spent 1.35 hours diagnosing "No Start" complaint.  Customer signed off on initial $100 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.

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) 992-1997 (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 3 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.

Let's be clear the only reason the manager went on the test drive is because I called back in on the same day of my appointment and complained. I complained because I was #1 asked to go home and come back later to pick up the car because the suspension guy was backed up. #2 after they had the car for 2 hours I was told the guy reviewed the tires and did a test drive and there was no pulling or  sound. I demanded the manager ride with me to hear the sound I still heard. Regardless of where the sound was coming from, I made an appointment to have the car fixed. After the ride the manager still wouldnt state there was any sound coming from the car, besides the tires rotating. He wanted me to go back to the other service place because of extra adhesive on the wheel. At no point did he say this was the cause for the sound. He just said if that were his car he'd be upset about that. There wouldnt be a change for the visit because the issue with my car had nothing to do with that back tire. I took my vehicle to be diagnosed at another Chysler dealership and found it to be the front wheelbearing. So the fact this company claimed to do a full inspection of my cars wheels and tires is completely false. Again I'd like to point out how disappointed I am in the lack of integrity of this dealership. From the start of my appointment on the 6th, the advisor [redacted] was rude and not very interested in the issue at hand.  Had they followed the proper inspection protocal set up by Chyrsler, they wouldve found the issue and seen it was something not associated with any scrub on my rim. This was just another tactic for them to avoid doing any work on my vehicle. They had been trying all morning to get me to leave even though I had an appointment and they were fully aware of the issue with my car. The manager made an attempt to tell me anything about the vehicle because he assumed I didn't know anything about vehicles. The fact of the matter is the warranty shouldnt have anything to do with repairing a vehicle, if your assuming an issue isnt under warranty, does that mean you dont fix it? Or were you all assuming I didnt have the money to pay for it? The answer is, you didnt know if it was under warranty or not because you didnt complete the inspection that you claimed. I'd like to also point out there wasnt any mention of the treatment in their response.

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.

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.  -

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.

The customer signs off on the original work order.  All the customer had to do in January is request a line be added and we diag the vehicle.  It's too easy for customer to say that we "ignored" a request.  Was customer not present when order was written?  Even if not, I would question why it would take several months to address the "ignored" issue.  There is nothing more that we can do.  -Justin H (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)

[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: 11969813
I am rejecting this response because: the vehicle was driven off the lot that night and when wipers where turned on this happened. There was no way to know this without everything running with wipers. I did not need extended warranty because this was a problem that already existed. This was confirmed by mark in service with burnt connectors. Car is fixed now one month later. It should never take a month to fix a car.The loaner had 40,000 more miles and leaked when it rained through Some light shorting out radio and heater. I will never buy a jeep profuct again or deal with this dealer. And federal Not state lemon laws does apply I was told. Lucky that day they fixed my car so I did not pursue. I have some influence in my community and neighborhood and I would use it to inform people to steer clear of this dealership
Regards,
Scott P[redacted]

Customer [redacted] brought vehicle (2008 Chrysler Town & Country w/ 118494 miles) to Bob Caldwell Automotive on March 17th 2014 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, 2014.  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 76091.  The last visit by customer was November 24, 2014 ( more than 7 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 Ms. or Mr. [redacted] regarding the transmission issues on their vehicle other than those that have already been made.