Cenla Auto Collision Repair

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)

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: 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 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

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]

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

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.

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.

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.

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)

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)

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]

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]

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

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]

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)

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)

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 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.

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]