Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in for a repair on my brakes. I recently found out after only driving 20,000 miles that they needed to be replaced again. When I asked the new mechanic, he stated that there was no way that these brakes were replaced. Therefore it is my conclusion that the work was never done and yet I was still charged for the service. Because this is pertaining to the brakes in my car I feel like it could have been a serious situation had I not gotten them checked out. There are other circumstances regarding the contact that I had at the time with the service technician who stated that they did not have my part for repair and after my complaint they miraculously have my car done and returned it to me. Obviously the repair was never carried out and I was still charged without my knowledge and fortunately not hurt or hurt someone else due to this fraud

  

  Business response

  07/23/2024

  I'm sorry that you are having brake issue Ms. ********.  20,000 miles is less than normal to have brakes replaced however not uncommon if the brakes are aggressively used (city driving) or if there is another issue with your braking system causing the brakes to wear faster.  I can tell you that in 20 years we have never claimed to replace brakes and simply not completed the repair.  I would also question if we did not replace the brakes how the old brakes would have made it more than 2 years and over 20,000 miles.  Front brakes on your vehicle (2014 Chrysler 200) will wear faster than rear brakes.  I see that your front brakes were replaced 3/9/22 with 41,120 miles and rear brakes 7/13/2022 with 44,297 miles.  If you would like us to complete a free brake inspection and see if we can review the situation we would be happy to do that but there is no warranty on brakes and I can not take ownership of falsely replacing brakes based on the technician, time, miles, and without seeing the vehicle.  -****** ****** (General Manager)

  

  Business response

  07/31/2024

  Your available option is to speak to the service manager.  Filling out a BBB complaint prior to working with the dealer does no one favors.  No additional offers provided at this time.  -****** ****** (General Manager)

  Customer response

  07/31/2024

  Here is a picture of the info received regarding the wear on the brakes that *** ******** claims to have replaced. Clearly that could not have taken place in 18000 miles. Again, I also have the saved parts

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to Dodge on ***** for an air intake replacement, tired, brakes, rotors and balance wheel package. Let’s just say my car left with even more issues than it came with. Since installing the air intake my car has cut off on me twice. And since doing my wheel work my steering wheel shakes at highway speeds. Never did any of this before. My car Started right back up the first two times the cut off happened so I took it back to dodge after paying them for all my services and leaving with a car that now cuts off. They told me they could not get it to “act up” on them after driving it so long. And it wasn’t reading any codes. So until it messed up again they couldn’t do anything. Then proceeded to tell my the steering wheel shaking is from the tires I bought. When before they told me those same tires passed their multi point inspection the first time I picked my car up. So I asked to speak to the GM who had the audacity to tell me his employees now have hours of work into trying to figure out what they did wrong to my car with no pay. When I have thousands of dollars paid to them with a car that now cuts off. So I went to get my car they tried to charge me ANOTHER 600$ that I refused to pay after paying for all of my work already. Over 5000$ of parts and labor worth. And they still have no answer as to why my car is cutting off. I only brought my car back because they didn’t do their job right. Not because I wanted more work done. Fast forward a month later, yesterday my car cuts off completely and will not start.

  

  Business response

  06/28/2024

  (Our DMS is down so we have limited history that we can see on vehicle.  We are being told within the week we should be back up)

  Sorry for the hassle Ms. *******.  From what we can see, vehicle was here mid March to have brakes and tires replaced, an oil change, balancing and an alignment.  Obviously if you are having vibrations or alignment issues we would want to get the vehicle here and asses these issues.  As far as stalling or concerns involving areas that we were not working on, concerned to hear that.  Happy to take a peak as a precautionary but not related to the areas of the vehicle we are working on.  Again, since our DMS is down, if you could kindly reach out to me personally ###-###-#### I would be happy to coordinate a time that works best with your schedule.  -****** ****** (General Manager)

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was forwarded to Bob Caldwell, whom I have bought several vehicles in the past (3-4 mini vans), for service of a key for the **** **** ******** unlimited, which was not working. I only needed a pair of keys and the aftermarket company at ****** ***** couldn't fix the issue. They agreed to pay for the one key and then I purchased another original Jeep key. Both keys were working at first, then the next day I was starting the jeep remotely and noticed the one key wasn't working. The other key did. **** was called and I told him the key didn't work. He scheduled me for service 2 weeks out. Once the date arrived, the non working key was misplaced (I thought my 92 year-old father threw it out, but he misplaced it in a drawer). He also has bought a ** *** ***** from your dealership and services it there. On the 25th of March, I was told by **** (who has been very professional) that I would have to pay to get a new key programed since the old one that didn't work wasn't available for warranty. On April 2nd, I told **** today that the key was found and gave it to him. He indicated that the company would likely make me another key. I wouldn't have had to even be in this situation had a working key been given to me. I am asking that my card be refunded for the charges placed on it on 3-25-24, since you have the key and the vehicle key provided originally, clearly wasn't working. Bob Caldwell can return the key for warranty payment and the cost of the key and programing is at the fault of the defective key. On April 2nd, I had all 3 keys in my possession and showed them to ****. I left the defective key with ****. **** said he would speak to the shop foreman, but it is 10pm and no call to the cell # I left. $360 is a rounded number, I only expect the original amount charged to be refunded to the card. This vehicle is owned by father and our jointly managed company. Thank you for your time.

  

  Business response

  04/03/2024

  Can I please have a Vin #?  I do not show a ***** **** in our system with a ** ********.  Thanks.  -****** ****** (General Manager)

  Customer response

  04/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  The General Manager can check with **** the service advisor as to the details.  I have no idea how they recorded the **** ****.  It could be under the company. The Next Step the Sanctuary, or under my dad's name, **** ****...**** knows the situation and he works for them, the GM can obtain that info from them.

  Otherwise, contact **** and **** **** as to the VIN.

  *** *** **** home phone.

  Best to text my mother's cell since she is hearing impaired at *** *** ****

  Again, had Bob Caldwell not sold me a defective key (as stated as a likely issue by ****) then I would not have had these issues.  Thank you.

  Please just refund the amount to the original debt card.

  
  Regards,
  
  ***** ****

  

  Business response

  04/11/2024

  I spoke to **** about the situation and we are able to warranty the bad remote which means have us replace the bad fob with a new fob.  We would need to have all keys at the same time and that would cost you no money out of pocket.  We can not however reimburse you the money for a bad fob.  The factory will not reimburse for a bad fob, only replace.  I do apologize that your father had misplaced the fob that required you to purchase an additional but this can not fall on the dealer based on one being misplaced and the other being faulty.  If we were able to reuse these that would be under consideration but for security reasons a fob can only be used on one vehicle.  -****** ****** (General Manager)

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details of the Incident: Date of Event: July 3, 2023, and a few days prior In July 2023, I brought my Jeep Wrangler to BC and worked with the service representative, ******, to address a noise issue. I had previously been informed by Goodyear about potential differential problems. Despite assurances, the subsequent inspection and repair conducted by BC proved to be incomplete and unsatisfactory. Chronology of Events: July 3, 2023: Full payment was made after being assured that the repair was successful. Immediately upon leaving BC, it became apparent that the issue persisted. Attempts to resolve the matter with ****** were unsuccessful, leading to a promise of a waived diagnostic fee for reinspection. July 5, 2023: Email sent to ****** requesting a follow-up inspection, with no satisfactory response from BC's service director. October 14, 2023: Goodyear inspection revealed unresolved issues with the left rear differential. Attempts to contact BC were fruitless, and the problem jeopardizes the safety of the vehicle. October 2023: Dispute with Discover to rectify charges unsuccessful due to BC's claims and lack of cooperation. January 10, 2024: Inspection by Complete Auto Repair indicates the original issue was not addressed. Additional damages to brakes, emergency brakes, and axle were discovered due to the unresolved differential problem. Legal Action Requested: Pursuant to the aforementioned events, I am seeking your representation to initiate legal proceedings against BC for: - Breach of contract and failure to provide satisfactory repair services. - Negligence leading to unsafe driving conditions and additional damages to the vehicle. - Failure to produce evidence of completed repairs and non-cooperation in dispute resolution. I would like the original payment back with any interest on my Discover card, plus the cost of the new repairs, and hazard pay for allowing me to drive my car under false pretenses.

  

  Business response

  01/26/2024

  Very sorry for the extra effort that was required to get the vehicle fixed.  This is the 1st and only time we have seen this customer's vehicle in our service department. In regards to all repairs.  We offer 12 month, 12,000 mile warranties on all repairs which clearly your complaint would fit into this category.  I question why Ms. ***** would not bring the vehicle back for a free inspection to ensure that the work we completed was faulty?  Furthermore, if the communication was not satisfactory, we have a service director and myself (****** ******- General Manager) that are here Monday through Saturday and no attempt was made to rectify the issue.  Not taking any responsibility for brakes or the emergency brake as there was multiple months, 4000 mile difference and both maintenance components.  The differential work that was completed does not appear to be in question nor additional comments or money spent in this area.  That leaves us simply with the left rear axle seal.  Please keep in mind we only "resealed" the axle seal where the aftermarket company replaced the entire component suggesting that there could be an additional issue.  At this time we are willing to provide $319.64 which represents half the cost of the axle sealing (plus tax) as we do not feel like an honest attempt was made for us to correct the situation and the same repair was not completed.  Again, sorry for the hassle and hope this final offer satisfies the concern.  -****** ****** (General Manager) 

  Customer response

  01/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21198967
  
  I am rejecting this response because: Correct this is the first and only time that my vehicle was seen here and the absolute last time. 
  
  You question why I did not bring my vehicle back for an inspection and I will provide you with the rationale. After speaking with the Director of Services I was assured that the issue was properly addressed/repaired. I unfortunately trusted with suspicion that it was completed correctly. When I returned to Goodyear to have my brakes repaired they refused to do so until the same issue was fixed. I let them know that the leak was fixed with Bob Caldwell. The Goodyear mechanics said that it was still leaking so this is indicative that the seal was not done properly. I then called you all twice and on the second call left a voicemail. You all have failed to return my calls. As you can see if it was not done right the first time and you all were not responsive I would not feel comfortable nor confident to have this issue resolved or fixed the way it should have been originally. So your claim that I did not attempt to rectify the issue is in fact inaccurate, and I have a phone record to support that claim. 
  
  If the attempts that I made were, in your opinion, were not honest attempts what would have been sufficient? Is it common practice for Bob Caldwell to not return phone calls and voicemail messages? I am not sure how else I could have flagged for you that there was still an issue if you were unresponsive. This should have been enough. 
  
  I strongly believe that Bob Caldwell is indirectly responsible for the brakes on my Wrangler. I was unable to have this repaid fixed as any other place due to this leak/issues that were not properly fixed at Bob Caldwells. I have had to spend additional funds to rectify this issue that you all “fixed”. As a result of this ongoing issue, I now have to have it re-done by another shop and get my brakes fixed finally. This has caused financial hardship for me due to the negligence of your service department. My safety was compromised. It is a true inconvenience that I must pay for the same thing to be fixed that I paid Bob Caldwell to fix the first time. Which I also have supporting documentation from two different mechanical experts supporting my claim. Both experts have confirmed that the leak from this seal has leaked all over my brakes wearing them down and leading to the brake issues. Also, this was confirmed by Bob Caldwell when you were servicing my vehicle. I would also like to note that they said the part did not even look remotely close to being a new part let alone months old. 
  
  
  While I do appreciate your efforts to now rectify the issue with the $319.64 which represents half the cost of the axle sealing (plus tax). This is not sufficient or measurable to me having to spend more than that to have the Axle done again plus the work to have my severely damaged brakes repaired. It is not fair or reasonable that I would receive only $319.64 for a service that was not done correctly. The initial payment of $1140.47 to Bob Caldwell did not reflect the quality of service expected, and the need for further repairs elsewhere only adds to the dissatisfaction. I paid Bob Caldwell $1140.47 to have my vehicle for a significant amount of time, mentioned to ****** prior to leaving that I was not confident in the repair, not have my vehicle repaired correctly, and now have to pay for the exact same thing to be repaired elsewhere plus the other items I had to hold off on due to the issue that you all “fixed. Plus the cost of driving a rental vehicle so that my safety is not compromised due to Bob Caldwell's lack of responsibility, responsiveness, and validity to repair. 
  
  I would also like to note that you all have had my vehicle for a long time to only “Reseal” something. So I now question how thorough you all were, even with having ample time with my vehicle, to ensure that the seal was done correctly. On the receipt, it was noted that the mechanic at Bob Caldwell “Test drove my car” to ensure the validity of the repair. So I ask, what are the key indicators that you all look for while test driving for validity that an unsealed axle and leak was repaired correctly? 
  
  I look forward to a prompt and satisfactory resolution to these concerns. Your attention to this matter is greatly appreciated.
  
  
  
  Regards,
  
  ******* *****

  

  Business response

  01/31/2024

  The only attempts that I see to have us fix your issue was messages sent to the advisor.  I see no attempts to reach out to lane manager, service director or myself so that we could inspect what you refer to as negligence.  I repeat the repair that you completed at an aftermarket shop was not the same repair that was completed at our shop.  As you can see through reviews, I am very proactive reaching out to all customers and leave my direct contact information on every review less than perfect.  A proper attempt to remedy the situation was not exhausted to 1) confirm that we failed to repair issue presented and 2) fix issue if we had made a mistake (which would have been free to you.  The part that is claimed to be used is a new part and can be looked up to ensure that was the part that was installed on your vehicle.  That said, my offer still stands.  -****** ****** (General Manager)

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's final response to resolve this complaint as I see we will not see eye to eye. I accept the offer of the refunded amount that they have stated they will provide. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After bringing 2 vehicles here for years my Durango was brought in for repair and after diag was quoted 1500$ to fix. I was then billed over 6k to replace an additional part that was damaged during repair Without speaking to me or me signing and approving the work order. Rather than showing the slightest bit of concern or professionalism for this error, GM ****** ****** told me someone else approved the work on MY car and that the real issue was I couldn’t afford it and was looking for a favor which was extremely unprofessional. He was unwilling to offer even mediocre customer service. He refused to take any responsibility for their part of the miscommunication. I was willing to reach a fair agreement for everyone and tried my best over the course of several days communication to do so with him. He was even unwilling to honor the half down presented to me by service manager ***** ****. Upon picking my vehicle up it would not start and had a gas light on after the invoice detailed serveral Test drives. It was unacceptable.

  

  Business response

  01/03/2024

  Spoke to Ms. ****** for the first time the Saturday before Christmas (December 22nd).  Originally the customer was working with **** ******* back in September.  When I spoke to Ms. ****** 2 Saturday's ago she had 1st asked what we could do to set up a payment plan.  None of the repairs nor the authorization had been questioned.  When I explained to Ms. ****** that it is company policy to not release vehicles until full payment had been made she told me that our lane manager (***** ****) had authorized a payment plan and that Ms. ****** had recordings of this.  I told Ms. ****** I would honor anything that our managers had authorized.  After our initial call I spoke with Ms. **** and she stated at no point a payment plan was granted.  Ms. ****** than asked me to reach out to our service director that resigned at the end of November to see what he remembered.  I obliged and immediately called Mr. ******* the Saturday before Christmas.  Mr. ******* told me at no point was a payment plan offered to customer and in his words "if anything I told them I would need some order of payment or the vehicle would be deemed abandon since the vehicle was still on the lot 3 months after repair".  I brought this information to Ms. ****** and still said I would be willing to honor any recording that she had of our staff offering a payment plan in turn of releasing vehicle.  She said "It has been recommended to me not to send you any of the recordings".  Therefore, we were still in a stalemate and per company policy I reiterated that full payment would be required to release the vehicle.  Then Ms. ****** informed me that she never authorized the repairs and she should not be responsible for paying anything she did not authorize.  I went back to Ms. ***** **** (Lane Manager) and ***** ****** (Service advisor) to find that Ms. ******'s fiance brought her vehicle in for the original diagnoses  and he also authorized the repairs over the phone back September.  Both notated on the repair order.  When speaking to *****, she pulled up his signature authorizing diag, phone number, and date and time the work was approved.  Ms. ****** then asked for me to pull the phone records to prove the approval and now she is claiming that "We" broke something on this vehicle and "no one" approved the work.  Asking that this case be dismissed strictly based on the onslaught of theories that don't have weight.  We have also received online reviews with additional faulty information regarding the visit.  At this time, there is nothing we are willing to do or assist the customer based on the inaccurate statements and unjust defamation.  -****** ****** (General Manager)

  

  Business response

  01/03/2024

  Spoke to Ms. ****** for the first time the Saturday before Christmas (December 22nd).  Originally the customer was working with **** ******* back in September.  When I spoke to Ms. ****** 2 Saturday's ago she had 1st asked what we could do to set up a payment plan.  None of the repairs nor the authorization had been questioned.  When I explained to Ms. ****** that it is company policy to not release vehicles until full payment had been made she told me that our lane manager (***** ****) had authorized a payment plan and that Ms. ****** had recordings of this.  I told Ms. ****** I would honor anything that our managers had authorized.  After our initial call I spoke with Ms. **** and she stated at no point a payment plan was granted.  Ms. ****** than asked me to reach out to our service director that resigned at the end of November to see what he remembered.  I obliged and immediately called Mr. ******* the Saturday before Christmas.  Mr. ******* told me at no point was a payment plan offered to customer and in his words "if anything I told them I would need some order of payment or the vehicle would be deemed abandon since the vehicle was still on the lot 3 months after repair".  I brought this information to Ms. ****** and still said I would be willing to honor any recording that she had of our staff offering a payment plan in turn of releasing vehicle.  She said "It has been recommended to me not to send you any of the recordings".  Therefore, we were still in a stalemate and per company policy I reiterated that full payment would be required to release the vehicle.  Then Ms. ****** informed me that she never authorized the repairs and she should not be responsible for paying anything she did not authorize.  I went back to Ms. ***** **** (Lane Manager) and ***** ****** (Service advisor) to find that Ms. ******'s fiance brought her vehicle in for the original diagnoses  and he also authorized the repairs over the phone back September.  Both notated on the repair order.  When speaking to *****, she pulled up his signature authorizing diag, phone number, and date and time the work was approved.  Ms. ****** then asked for me to pull the phone records to prove the approval and now she is claiming that "We" broke something on this vehicle and "no one" approved the work.  Asking that this case be dismissed strictly based on the onslaught of theories that don't have weight.  We have also received online reviews with additional faulty information regarding the visit.  At this time, there is nothing we are willing to do or assist the customer based on the inaccurate statements and unjust defamation.  -****** ****** (General Manager)

  

  Business response

  01/03/2024

  Spoke to Ms. ****** for the first time the Saturday before Christmas (December 22nd).  Originally the customer was working with **** ******* back in September.  When I spoke to Ms. ****** 2 Saturday's ago she had 1st asked what we could do to set up a payment plan.  None of the repairs nor the authorization had been questioned.  When I explained to Ms. ****** that it is company policy to not release vehicles until full payment had been made she told me that our lane manager (***** ****) had authorized a payment plan and that Ms. ****** had recordings of this.  I told Ms. ****** I would honor anything that our managers had authorized.  After our initial call I spoke with Ms. **** and she stated at no point a payment plan was granted.  Ms. ****** than asked me to reach out to our service director that resigned at the end of November to see what he remembered.  I obliged and immediately called Mr. ******* the Saturday before Christmas.  Mr. ******* told me at no point was a payment plan offered to customer and in his words "if anything I told them I would need some order of payment or the vehicle would be deemed abandon since the vehicle was still on the lot 3 months after repair".  I brought this information to Ms. ****** and still said I would be willing to honor any recording that she had of our staff offering a payment plan in turn of releasing vehicle.  She said "It has been recommended to me not to send you any of the recordings".  Therefore, we were still in a stalemate and per company policy I reiterated that full payment would be required to release the vehicle.  Then Ms. ****** informed me that she never authorized the repairs and she should not be responsible for paying anything she did not authorize.  I went back to Ms. ***** **** (Lane Manager) and ***** ****** (Service advisor) to find that Ms. ******'s fiance brought her vehicle in for the original diagnoses  and he also authorized the repairs over the phone back September.  Both notated on the repair order.  When speaking to *****, she pulled up his signature authorizing diag, phone number, and date and time the work was approved.  Ms. ****** then asked for me to pull the phone records to prove the approval and now she is claiming that "We" broke something on this vehicle and "no one" approved the work.  Asking that this case be dismissed strictly based on the onslaught of theories that don't have weight.  We have also received online reviews with additional faulty information regarding the visit.  At this time, there is nothing we are willing to do or assist the customer based on the inaccurate statements and unjust defamation.  -****** ****** (General Manager)

  Customer response

  01/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21068695
  
  I am rejecting this response because: 
  I was willing to consider a payment plan because the 6k in unapproved repairs had already been done and the parts were in my vehicle. Furthermore I could not go without my vehicle. I didnt see any other reasonable solution despite the management's lack of concern for my issue. I am unsure who the gentleman you’re mentioning is. I spoke with ***** when I first found out that the repairs exceeded the original amount and she will verify I was unaware, upset, and in complete shock at the new total. Because they had already done the work and I had been a customer for so long I was hoping to resolve rather than escalate. ***** did in fact offer 3k down and did not discuss details regarding balance as you and I have already discussed. This is far from defamation. I am speaking my truthful experience that I wouldn’t want someone else to go through when bringing in their vehicle for a repair. Despite any efforts on my end to resolve this mess and retrieve my vehicle the fact remains I did not approve the work. 
  Regards,
  
  ******* ******

  Customer response

  01/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21068695
  
  I am rejecting this response because: 
  I was willing to consider a payment plan because the 6k in unapproved repairs had already been done and the parts were in my vehicle. Furthermore I could not go without my vehicle. I didnt see any other reasonable solution despite the management's lack of concern for my issue. I am unsure who the gentleman you’re mentioning is. I spoke with ***** when I first found out that the repairs exceeded the original amount and she will verify I was unaware, upset, and in complete shock at the new total. Because they had already done the work and I had been a customer for so long I was hoping to resolve rather than escalate. ***** did in fact offer 3k down and did not discuss details regarding balance as you and I have already discussed. This is far from defamation. I am speaking my truthful experience that I wouldn’t want someone else to go through when bringing in their vehicle for a repair. Despite any efforts on my end to resolve this mess and retrieve my vehicle the fact remains I did not approve the work. 
  Regards,
  
  ******* ******

  Customer response

  01/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21068695
  
  I am rejecting this response because: 
  I was willing to consider a payment plan because the 6k in unapproved repairs had already been done and the parts were in my vehicle. Furthermore I could not go without my vehicle. I didnt see any other reasonable solution despite the management's lack of concern for my issue. I am unsure who the gentleman you’re mentioning is. I spoke with ***** when I first found out that the repairs exceeded the original amount and she will verify I was unaware, upset, and in complete shock at the new total. Because they had already done the work and I had been a customer for so long I was hoping to resolve rather than escalate. ***** did in fact offer 3k down and did not discuss details regarding balance as you and I have already discussed. This is far from defamation. I am speaking my truthful experience that I wouldn’t want someone else to go through when bringing in their vehicle for a repair. Despite any efforts on my end to resolve this mess and retrieve my vehicle the fact remains I did not approve the work. 
  Regards,
  
  ******* ******

  

  Business response

  01/10/2024

  There is nothing else that I am able to offer at this time.  -****** ******

  

  Business response

  01/10/2024

  There is nothing else that I am able to offer at this time.  -****** ******

  

  Business response

  01/10/2024

  There is nothing else that I am able to offer at this time.  -****** ******

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unfortunately my experience with this dealership was less than acceptable, and completely unethical, as it relate to fair business practice. Immediately after purchasing 2019 Jeep Cherokee last November 25th, I began dealing with a host of problems with the vehicle, which entailed me to having to return it several times within the first couple of months, to the point of having to have the total engine replaced, and the vehicle is still not running correctly. It's Just coming up on a year since originally purchasing the vehicle, for $25,000.. and the vehicle has been in the shop, almost equal to the time I have had it at home. In my personal opinion the dealership knew this vehicle was a "lemon", intentionally past their problem to the consumer, and even after petitioning my concerns all the way to the general manager, and it was agreed many of the vehicles problems are uncharacteristic, for the miles and year of the car.. It's my problem, there's nothing more they can do. In addition, shortly after purchase, we where told the car engine needed to be replaced, and it took at least 3 months, for them to supposedly found an engine and replaced it, which the car was returned in May, Bob Caldwell dealership claimed that they had paid for a $6,000 engine, which in fact the invoice received showed they only paid $2,400.. Which leads me to believe how do you pay $2,400 for a 2019 engine with only 40,000 mi on it. Since this time there has been an occurring sound in the engine which we were told, possibly had issues with the valve lifters.. I took it back to the dealership and they told me it was an exhaust issue which they did not work on, we Then took the car to minus mufflers, had a 2,600 manifold placed on the car, Just to find out that wasn't the problem and then again took it back to Bob Caldwell. . And they claim there was nothing else they could do about the car. We've had to Make adjustments to our monthly payment for the vehicle due to continuing to take the car in to be looked at by other car mechanics to be told that it the problem is the engine.

  

  Business response

  11/07/2023

  We repaired customers vehicle as a one time goodwill outside any warranties and declined service agreements as favor to customer.  This was the replacement of an engine in which we paid for and did not ask for money from the customer.  At this time the customer was outside the 3 month, 3000 mile dealer warranty.   It is not until now where the vehicle is over 10 months after purchase and over 10,000 miles after purchase that customer believes we should still assist with repairs.  We offered a service agreement during purchase that was declined.  We then offered another service agreement to be purchased during ownership and customer declined.  We have to take a stance at some point that the customer needs to take accountability of vehicle issues at minimum to show value for those that opted to purchase a service agreement.  The customer also had repairs recently completed at an outside shop in which we believe has caused issues in which the customer wants us to take care of.  At this time we do not feel that we are responsible for issues Mr. **** is having.  -****** ****** (General Manager)

  

  Business response

  11/07/2023

  We repaired customers vehicle as a one time goodwill outside any warranties and declined service agreements as favor to customer.  This was the replacement of an engine in which we paid for and did not ask for money from the customer.  At this time the customer was outside the 3 month, 3000 mile dealer warranty.   It is not until now where the vehicle is over 10 months after purchase and over 10,000 miles after purchase that customer believes we should still assist with repairs.  We offered a service agreement during purchase that was declined.  We then offered another service agreement to be purchased during ownership and customer declined.  We have to take a stance at some point that the customer needs to take accountability of vehicle issues at minimum to show value for those that opted to purchase a service agreement.  The customer also had repairs recently completed at an outside shop in which we believe has caused issues in which the customer wants us to take care of.  At this time we do not feel that we are responsible for issues Mr. **** is having.  -****** ****** (General Manager)

  Customer response

  11/08/2023

  This is my rejection in response, of the complaint # 20831797 against Bob Caldwell dealership. Unfortunately, while responding, to my rejection while commenting, it was lost, and I was advised to respond via email.
  
  But I'm rejecting Bob Caldwell's response, to BBB 11/7/23 as inaccurate, and a far exaggeration from the truth. Last November, after purchasing a 2019 Jeep Cherokee, it was immediately discovered that both the power driver seat would not work properly, and the gas cover to the fuel tank was dysfunctional. The following month after noticing leaking around the engine, the car was returned again and repaired for a valve cover gasket, and the question was raised both by the sales person who sold us the car, and myself was this car ever pre inspected prior to us purchasing it. And we never received an answer from the service manager, nor any other associate of Bob Caldwell dealership.
  
  And for this reason, did we decide to hold off on purchasing for the warranty, until the 3000 miles, 3 months warranty was exhausted. 
  The car had been taken into the service shop prior to March, with us complaining about, the engine and we continue to run into opposition from the service manager about further inspecting the vehicle, until The sales person who sodas the car advocated that we had been having problems since we took the car off the lot, and it was the right thing to do. 
  
  It was at that time, that Bob Caldwell dealership realized that the engine needed to be replaced, and It was the service manager that said it would take them a while to find an engine, at the cost of $6,000. So from March, to May we We're provided a loaner from Bob Caldwell dealership, that could not be driven out the state, and limited us me from additional work, to visiting because there was never a clear date on when our car would be returned. Once the vehicle was returned, I was alarmed that a 2019 engine, That was told would be $6,000, was purchased and service for $2400. Furthermore that a odor smell continue to seep from the engine, and was told, that was normal with a replacement. 
  
  After some period, the vehicle became noisier within the engine, and I asked a mechanic to listen to it and he felt there was something in the vows of the engine that was not working properly. So I took the vehicle back to Bob Caldwell, which at this time their requesting a maintenance cost, which I inform them was unfair due to the fact that this has been a ongoing issue. So after they inspected the car they said it was something within the exhaust, so I had both the manifold and catalytic converter replaced at a cost of $2,600, just to find out that was not the problem.
  
  So once again, I took the vehicle back to Bob Caldwell dealership, and they claim there was nothing else they could do for me.
  
  When taking inconsideration This is a 2019, vehicle that we purchased for $25,000, therefore initially there was expected to be no major repairs, and we felt we should have had enough time, to balance a budget therefore to take additional warranty out on the car for repairs.
  
  But being the car should signs of being problematic, within a couple of months of purchase, it wouldn't been in our best of interest, to exhaust warranties, on a car that had pre-existing engine issues.
  
  Therefore It is in my belief, based on the salesperson advocating, and the dealerships reluctancy to act in fairness, that they already knew the car had engine issues and still does. Furthermore It has not even been a year yet, since I purchased the car on November 23rd, that it's been back and forth to the service department, as well as I've had to place $2,600 plus meet my obligation of a $600 car note, and reluctant to take the car out of town due to fear of a breaking down. I've asked Bob Caldwell to consider trading the car in, being That's supposedly the new engine only has 40,000 mi,.. But they recline because I'm sure they know better.

  Customer response

  11/08/2023

  This is my rejection in response, of the complaint # 20831797 against Bob Caldwell dealership. Unfortunately, while responding, to my rejection while commenting, it was lost, and I was advised to respond via email.
  
  But I'm rejecting Bob Caldwell's response, to BBB 11/7/23 as inaccurate, and a far exaggeration from the truth. Last November, after purchasing a 2019 Jeep Cherokee, it was immediately discovered that both the power driver seat would not work properly, and the gas cover to the fuel tank was dysfunctional. The following month after noticing leaking around the engine, the car was returned again and repaired for a valve cover gasket, and the question was raised both by the sales person who sold us the car, and myself was this car ever pre inspected prior to us purchasing it. And we never received an answer from the service manager, nor any other associate of Bob Caldwell dealership.
  
  And for this reason, did we decide to hold off on purchasing for the warranty, until the 3000 miles, 3 months warranty was exhausted. 
  The car had been taken into the service shop prior to March, with us complaining about, the engine and we continue to run into opposition from the service manager about further inspecting the vehicle, until The sales person who sodas the car advocated that we had been having problems since we took the car off the lot, and it was the right thing to do. 
  
  It was at that time, that Bob Caldwell dealership realized that the engine needed to be replaced, and It was the service manager that said it would take them a while to find an engine, at the cost of $6,000. So from March, to May we We're provided a loaner from Bob Caldwell dealership, that could not be driven out the state, and limited us me from additional work, to visiting because there was never a clear date on when our car would be returned. Once the vehicle was returned, I was alarmed that a 2019 engine, That was told would be $6,000, was purchased and service for $2400. Furthermore that a odor smell continue to seep from the engine, and was told, that was normal with a replacement. 
  
  After some period, the vehicle became noisier within the engine, and I asked a mechanic to listen to it and he felt there was something in the vows of the engine that was not working properly. So I took the vehicle back to Bob Caldwell, which at this time their requesting a maintenance cost, which I inform them was unfair due to the fact that this has been a ongoing issue. So after they inspected the car they said it was something within the exhaust, so I had both the manifold and catalytic converter replaced at a cost of $2,600, just to find out that was not the problem.
  
  So once again, I took the vehicle back to Bob Caldwell dealership, and they claim there was nothing else they could do for me.
  
  When taking inconsideration This is a 2019, vehicle that we purchased for $25,000, therefore initially there was expected to be no major repairs, and we felt we should have had enough time, to balance a budget therefore to take additional warranty out on the car for repairs.
  
  But being the car should signs of being problematic, within a couple of months of purchase, it wouldn't been in our best of interest, to exhaust warranties, on a car that had pre-existing engine issues.
  
  Therefore It is in my belief, based on the salesperson advocating, and the dealerships reluctancy to act in fairness, that they already knew the car had engine issues and still does. Furthermore It has not even been a year yet, since I purchased the car on November 23rd, that it's been back and forth to the service department, as well as I've had to place $2,600 plus meet my obligation of a $600 car note, and reluctant to take the car out of town due to fear of a breaking down. I've asked Bob Caldwell to consider trading the car in, being That's supposedly the new engine only has 40,000 mi,.. But they recline because I'm sure they know better.

  Customer response

  11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20831797
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ****

  So it appears now Mr ******, has become very comfortable attacking the integrity of my character, calling me a "liar", because by all accounts of his own staff, the question was raised, if in fact the car had ever been serviced prior to selling it to US. Which in fact would be reasonable assumption, due to somethings such as the driver seat not working properly, and having to pry open the latch to put gas in the car, would appear to be obvious indicators that many things were overlooked. 
  
  
  But this kind of behavior, along with our personal experiences with members of the Bob Caldwell dealership, clearly demonstrates that on several occasions very little, to no respect whatsoever is granted it's customers, particular when it comes to shades of skin like my own. So now Mr ****** wants to become irritated with my persistence of seeking fairness, in a vehicle purchase, because in his (mind of thinking), people like myself dare not question his authority, and possible the unfavorable business practices, of his car dealership.
  

  Furthermore, Mr ****** continually speaks about customer "accountability" as if in some way, this is a foreign concept to myself, because maybe he feels irresponsibility is part of the DNA of folks like myself. But in actuality the "accountability" was repeatedly bringing in the car immediately after experiencing signs of problems, and furthermore not going out, purchasing a additional warranty, that would have left another entity paying pre-existing engine issues, that the dealership was responsible for themselves. 
  
  
  The same month, and a few miles pass the initial warranty, these issues were brought to the attention of Bob Caldwell dealership, and we were given multiple excuses to what was going on with vehicle, and if not for the salesperson intervening on our behalf would have been billed a service fee each time. 
  
  
  In my opinion the dealership was simply attempting to prolong, a accurate diagnosis, that the engine in fact was deteriorating, and now are attempting to scapegoat their negligence on the consumer.
  
  
  Once again, I will remind you, this was a 4-year-old automobile with less than 79,000 mi on it, so who would expect major engine problems, taken inconsideration this vehicle was purchased as supposedly a reputable dealership?
  
  
  Has Bob Caldwell dealership considered the amount of inconvenience, stress and anxiety this has caused the purchaser, since they feel they've provided us such a favor in a loaning car that could not been taken out of town, for 3 months, dealing with a service manager, that displayed racial overtones in the way he spoke and dealt with us, as African Americans? 
  
  
  At the end of the day, businesses such as Bob Caldwell dealership, have capitalized off of the COVID pandemic, and in many situations overinflated pricing on vehicles, particularly with customers trying to reestablish good credit, and most likely cut edges, when taking in trades from customers, buying newer vehicles. If In fact this car was purchased within 2 weeks prior to selling it to me, I'm sure Most likely the person who traded the vehicle in also was at where there were some engine issues and possibly did not pass that information on. 
  
  
  Nevertheless it is up to the dealership to assure that the new customer is receiving the totality of what they're paying for, and if there are numerous issue immediately following purchase of that vehicle, take ownership In doing the right thing, not attempting to exploit some dates, and numbers of a warranty in efforts to capitalize off the situation.
  
  

  Customer response

  11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20831797
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ****

  So it appears now Mr ******, has become very comfortable attacking the integrity of my character, calling me a "liar", because by all accounts of his own staff, the question was raised, if in fact the car had ever been serviced prior to selling it to US. Which in fact would be reasonable assumption, due to somethings such as the driver seat not working properly, and having to pry open the latch to put gas in the car, would appear to be obvious indicators that many things were overlooked. 
  
  
  But this kind of behavior, along with our personal experiences with members of the Bob Caldwell dealership, clearly demonstrates that on several occasions very little, to no respect whatsoever is granted it's customers, particular when it comes to shades of skin like my own. So now Mr ****** wants to become irritated with my persistence of seeking fairness, in a vehicle purchase, because in his (mind of thinking), people like myself dare not question his authority, and possible the unfavorable business practices, of his car dealership.
  

  Furthermore, Mr ****** continually speaks about customer "accountability" as if in some way, this is a foreign concept to myself, because maybe he feels irresponsibility is part of the DNA of folks like myself. But in actuality the "accountability" was repeatedly bringing in the car immediately after experiencing signs of problems, and furthermore not going out, purchasing a additional warranty, that would have left another entity paying pre-existing engine issues, that the dealership was responsible for themselves. 
  
  
  The same month, and a few miles pass the initial warranty, these issues were brought to the attention of Bob Caldwell dealership, and we were given multiple excuses to what was going on with vehicle, and if not for the salesperson intervening on our behalf would have been billed a service fee each time. 
  
  
  In my opinion the dealership was simply attempting to prolong, a accurate diagnosis, that the engine in fact was deteriorating, and now are attempting to scapegoat their negligence on the consumer.
  
  
  Once again, I will remind you, this was a 4-year-old automobile with less than 79,000 mi on it, so who would expect major engine problems, taken inconsideration this vehicle was purchased as supposedly a reputable dealership?
  
  
  Has Bob Caldwell dealership considered the amount of inconvenience, stress and anxiety this has caused the purchaser, since they feel they've provided us such a favor in a loaning car that could not been taken out of town, for 3 months, dealing with a service manager, that displayed racial overtones in the way he spoke and dealt with us, as African Americans? 
  
  
  At the end of the day, businesses such as Bob Caldwell dealership, have capitalized off of the COVID pandemic, and in many situations overinflated pricing on vehicles, particularly with customers trying to reestablish good credit, and most likely cut edges, when taking in trades from customers, buying newer vehicles. If In fact this car was purchased within 2 weeks prior to selling it to me, I'm sure Most likely the person who traded the vehicle in also was at where there were some engine issues and possibly did not pass that information on. 
  
  
  Nevertheless it is up to the dealership to assure that the new customer is receiving the totality of what they're paying for, and if there are numerous issue immediately following purchase of that vehicle, take ownership In doing the right thing, not attempting to exploit some dates, and numbers of a warranty in efforts to capitalize off the situation.
  
  

  

  Business response

  11/15/2023

  I'm not going to comment on attacks of being racist based on the facts and figures presented.  Very unfair approach.

  

  Business response

  11/15/2023

  I'm not going to comment on attacks of being racist based on the facts and figures presented.  Very unfair approach.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2018 Jeep wrangler. The vehicle has a standard transmission. A recall was issued due to a glitch in the vehicle computer which caused to the clutch to over heat and crack. We took it in got the first recall taken care of. A few months later the clutch started to slip. The vehicle had 10040 miles on it. We took it to the dealership and they told us it was a ware item and it was due to inexperienced drivers. My wife and I have each over 20 years driving a standard transmission. The clutch has continued to get worse to the point the vehicle is undrivable Another recall was issued for the same problem. We were informed this time that the recall was still being developed and that we would have to pay out of pocket to have it fixed then when Chrysler got the full recall to try and get reimbursed.

  

  Business response

  06/20/2023

  Thank you for reaching out, my name is ****** ******, general manager, and let me see what I can do.......going through records I see that recall was completed 5/29/20 with 3828 miles related to the clutch.  Next "clutch" visit was 5/19/22 still with only 11975 miles and customer complained shifting issue between 3rd and 4th gear.  We confirmed clutch slipping and clutch and pressure plate needed replaced (not warranty at this time).  Vehicle came back 12/30/2022 with 13,586 for oil change and tire rotation, no clutch concerns.  Stellantis does show an active recall available (19A) lunched March 6th, 2023 however currently the parts are unavailable through the manufacture.  We would be happy to repair Mr. (and Mrs.) ******* Jeep when the parts are available but required to follow the factory protocol and when parts arrive.  The Customer Factory number is 1-800-992-1997.  You can also call me directly at 614-880-2824 to check on parts release.  As it sits today there are no parts available for dealers.  Any additional questions you are more than welcome to reach out but need the factory cooperation to resolve the complaint.  -****** ******

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a car within the last 3 weeks. We were never once while commuting about the car was we told the windshield was cracked. We actually discovered while test driving. The manager was asked to come speak to us about the situation and said there was nothing he could do about the cracked windshield because they had already lowered the car for us almost a $1000 which was not true. The quoted and posted the car at 2 different prices and we told them that’s what we had been quoted. They knew they had made the mistake with the price so had to honor it. They manager told us a new windshield would cost around $300 and that was not true at all . We got several quotes and the cheapest was $1050 cause the windshield actually has to be recalibrated. And also having to drive 50 miles to have it done. To say we are just very disappointed after several attempts of trying to have them make this right and talking to multiple people several times and messages not being returned. I would absolutely check their cars that you are interested in from top to bottom before purchasing.

  

  Business response

  04/11/2023

  The sales managers just called over to discount auto glass with your vin# and they quoted $329.  Please reach out if you need assistance coordinating having the work done.  We are not willing to provide refund nor pay for the windshield at this time.  -****** ****** (General Manager)

  Customer response

  04/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19919749
  
  I am rejecting this response because: 
  Regards,We would like at least half of what we had to pay. We are out $1032. I also called the same place they did and the recalibration is an additional $200. 
  
  ***** ***********

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took our vehicle in for a brake issue. Was told that after inspection the rear brake pad and rotors needed to be replaced. Quoted a price around $1100. Upon completion of work, was informed that this did NOT fix the issue and they "found" the real reason for the issue. This additional reason was going to be another $700 to fix. Would like a full refund of our money as they did not fix the problem which caused us to take our vehicle in for service. At this point I have zero confidence that the rear brake pad and rotors were needed to be changed as the replacement of them did nothing to fix our problem. Felt like the dealership scammed us into claiming that this was a 2 tier problem instead of inspecting all brake pads and rotors initially.

  

  Business response

  04/06/2023

  Yes, we are aware of the issue and this is why I responded to both of your Google 1 star reviews within 24 hours personally (with direct contact info) and our customer coordinator left you a message.  You did have 2 issues that were a result of the symptoms you brought in to the dealership.  Understanding that you are still not happy with the results we would either be willing to replace your front brakes for free or give you 1/2 what you paid on the rears.  You can pick either option.  Thank you.  -****** ****** (General Manager)

  Customer response

  04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2019 Nissan Pathfinder from this dealership. During our test drive we asked the sales rep who was with us what the dash light meant. He stated "I have 300 cars on my lot. I can't keep track of all the lights. You can probably turn something on or off or it is a manufacturer issue." Now. We knew full well this was not certified vehicle. We are capable of basic maintenance and told the sales rep we would look in to the light. Because of the understanding that safety issues must be addressed before a car is sold on a lot we purchased the vehicle expecting minimal maintenance. Today we went and had a full eval completed on our car. There are 2 safety hazards present. We have the money to fix the issue. It is the fact they either neglected to inspect the car or we were knowingly sold an unsafe vehicle. We will give the dealership a chance to make things right but will pursue legal actions if necessary.

  

  Business response

  09/09/2022

  Yes, happy to assist. Spoke to **** ******** (GSM) and he said he was in touch with your husband as early as this morning.  Obviously we need to start with what is wrong with the vehicle.  If it's something we need to fix, we will take care of it.  As of this morning we still have not been told what codes are on and what the diagnosis is.  Please help us with this information so we can take an action in your benefit.  Vehicle did go through service May of this year.  -****** ****** (General Manager)

  Customer response

  09/12/2022

  The message from the dealership stated a GM discussed this with my
  husband. NO contact has been made. NO phone calls to us have been placed!
  I wouldn't be wasting everyone's time if we have discussed a resolution. I
  copied the form given to us from the Nissan dealership and could easily
  pass it on if someone would have contacted us.
  
  On Fri, Sep 9, 2022, 3:09 PM Better Business Bureau <
  disputeresolution@centralohio.bbb.org> wrote:

  

  Business response

  09/26/2022

  Incorrrect.  I received one email on Friday and responded to you within an hour and a half.  You also spoke to **** (General Sales Manager) who is handling the issue.  As he stated on the phone with you on Friday, he will give you a call as soon as he has more information.  -****** ****** (GM)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩