Business Profile

New Car Dealers

Bob Caldwell Chrysler Jeep Dodge Ram

Complaints

This profile includes complaints for Bob Caldwell Chrysler Jeep Dodge Ram's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:02/20/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Purchased a 2020 Jeep wrangler from Bob Caldwell on ****** ** in ********. I never was formally told that the vehicle was originally titled in ******, then sold and titled to me in The ***. Unknown to me the manufacturer warranty is void when a vehicle is titled first in ****** and then in the ***. My main issue is not just no factory warranty but all Jeep /Dodge vehicles paint has a huge flaw to it. The paint bubbles on many vehicles and if I had the factory warranty and since my vehicle was less than 5-6 years young and under 50k miles, and **** dealer would warranty the paint and correct any and all paint defects. Since the vehicle I purchased had prior ownership in ****** the manufacturer along with the local dealer are responsible. Not being fully disclosed and fully aware of this situation the deal was fraud and now I have a Jeep that needs $7k in paint repairs and the local dealer, Bob Caldwell doesnt care if are willing to repair the paint. After almost a year of trying to get more answers from the dealership I finally submitted a formal complaint letter and I sent the letter certified on 1-27-25. After a few weeks I finally spoke one ****** ****** with the dealership on 2-19-25. Told him of the issues and spoke about the estimate from a local Jeep dealer who provided an estimate of what the dealership body shop would do and cost if the vehicle had a factory warranty. But because Bob Caldwell Jeep did not fully disclose tge prior ownership the dealer stated I was the responsible one to pay for the paint repair. After 10 minutes of conversation with ****** he stated there was nothing he could do which is a great shame. I now am filing all complaints and I guess I may need to hire an attorney since this is wrong and is a major fraud. ****** stated we sell many vehicles this way and that is a major fraud that they are continuing to do. Want to get the word out so no others are scammed this way
Business Response
Date: 02/20/2025
The accusations of fraud and non-disclosure could not be further than the truth. 1) Buyer's guide posted on vehicle and signed by customer shows zero manufacture warranty. 2) *************** and parts agreement signed by customer and provided to all customers (free of charge) that purchase a Canadian vehicle less than 5 years old and less than ****** miles specifically to cover mechanical components. 3) Lastly we have customers review a Carfax including Mr. ********* that not only shows origin of vehicle, but also discloses coverages on the customer's vehicle. We have followed the same process diligently throughout the last several years. The process was reviewed by OADA counsel and through local counsel to confirm disclosure is conspicuous and clear to any buyer. These 3 are all examples of disclosure that Mr. ********* is bullishly dismissing. He even mentioned on the phone that it's a manufacture problem but i expect the dealer to take care of it. Please note there have also been multiple other defaming and inaccurate reviews left on Yelp and other review sites. Not willing to make an offer at this time. -****** ****** (General Manager)
Customer Answer
Date: 03/10/2025
Hello and ** for your reply back

I am Responding to Bob Caldwell Dealerships response. I have a 4 year old Jeep Wrangler with $35k miles. I purchase the vehicle approx. 1.5 years ago with only 14k miles. As of today, Every door panel and rear door hatch has bubbling paint. I have many Dodge/Jeep brand vehicles and half of them had their paint corrected at the local Dodge/Jeep dealership. Because of this manufacturing flaw that They are still allowing these new vehicles to be built with these existing and known paint bubbling flaws. That is a scam in itself. I cannot be the only sole fighting Dodge/Jeep over this bubble paint flaws, I absolutely believe this would follow under a class action lawsuit but since I purchase the Wrangler from a Jeep Dealership I am pressing the issue with the Jeep dealership that I purchased this vehicle from. Never disclosed the paint flaws would not be covered and not under any warran**. I paid full price and went to the local Jeep dealership thinking they would be a little more upfront but I guess I was scammed by Bob Caldwell.

Because This Jeep that was purchase at the Bob Caldwell Columbus location. The vehicle had a few bubbles on her at purchase but I was ok with this since I knew if all got worst I could take the vehicle to any Jeep dealer and the paint would be fully corrected and fixed the right way once and for all. Since this was NOT disclosed that I had a full 50k/ 5 Year warran**, INCLUDING THE PAINT, I was not fully disclosed this and this is my complaint to Bob Caldwell.

Again I was not aware my wranger was titled in ****** and the factory warran** would not be honored. After the fact I found the sale voided the factory 5 year 60k mile paint warran**. Again I paid full price for a low mile newer Wrangler just because I thought I would be covered with the full factory warran**. I was not told of this fraud that the dealer or any factory dealership would not be able to correct the bubbling paint issue. The dealership at Bob Caldwell never disclosed this ever, if they would of disclosed this then I would of NOT purchased this Wrangler that was only titled in the ****

There nonsense statement that they showed me this document and disclosed the paint was not covered and that also is a false scam statement since if I was told specifically that the paint was NOT included to be covered then again I would not of purchased this wrangler. I now have a low mileage wrangler and the dealer is not willing to correct the paint. Another local Jeep dealer was willing to correct all paint issues but when they noticed the vehicle was originally title in ****** they said the only way to get the paint corrected was to get with the Jeep dealer who I purchased the vehicle from. I was alerted of the original Canadian title when I was taking in the Wrangler to have the paint corrected. Medina Ohio Jeep called me saying we are NOT able to do this work because of the original Canadian ownership which voided the factory warran**. I was dumb founded and I immediately contacted BoB Caldwell and for over 5-6 mths they kept pushing me to another person and when I made this claim I did document the emails and calls to them. To me it clearly shows they were trying to force me to give up and I almost did but I finally pursed and sent a certified demand letter early in 2025 and here we are. Still nothing done and my wrangler is getting worse every day.

It is a totally different story if I purchased this vehicle from a non Jeep shister dealer but Bob Caldwell is a factory Jeep dealer and they have denied my claim to correct the paint and defrauded me and never disclosed the paint was not covered. I did file disputes with the BBB, Ohio Att General, and a few other online car surveys. I also am a local business owner and know any poor ratings are not fun to receive but I have given the Bob Caldwell dealership to make this right and they have chosen to not do anything about this issue. So I am pushing the issue and I pray someone can assist me in getting my Wrangler paint corrected. I am not asking for anything else but with them choosing to ignore or assist with this is their choice and all is just a shame. I am attempting to warn other future buyers of the fraud and not fully disclosing this scam of them buying cheaper vehicles from ****** and selling them here in the **** Again the warran** was never disclosed and made aware of this titling issue I would NOT of purchased this Wrangler from this dealership. Why would someone pay over full price for a low miles newer vehicle and not have the factory powertrain and paint warran**? Just doesnt make sense but now I have to keep the fight up since I am NOT standing down. If the dealership wants to ignore and not assist a customer then that is their choice and the consequences will be earned on their behalf. Nothing else to say and again I pray you are able to assist in resolving this issue internally.

Much thks

**** *********

**** *********

************
************ PH

************ FX
Business Response
Date: 03/10/2025
The accusations of fraud and non-disclosure could not be further than the truth. 1) Buyer's guide posted on vehicle and signed by customer shows zero manufacture warranty. 2) *************** and parts agreement signed by customer and provided to all customers (free of charge) that purchase a Canadian vehicle less than 5 years old and less than ****** miles specifically to cover mechanical components. 3) Lastly we have customers review a Carfax including said customer that not only shows origin of vehicle, but also discloses coverages on the customer's vehicle. We have followed the same process diligently throughout the last several years. The process was reviewed by **** counsel and through local counsel to confirm disclosure is conspicuous and clear to any buyer. These 3 are all examples of disclosure that customer is bullishly dismissing. He even mentioned on the phone that it's a manufacture problem but i expect the dealer to take care of it. Please note there have also been multiple other defaming and inaccurate reviews left on Yelp and other review sites. I responded to original threat within 24 hours of complaint and had followed up continuously. Not willing to make an offer at this time. -****** ****** (General Manager)
Customer Answer
Date: 03/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22965666

I am rejecting this response because:
I am Responding to Bob Caldwell Dealerships response. I have a 4 year old Jeep Wrangler with $35k miles. I purchase the vehicle approx. 1.5 years ago with only 14k miles. As of today, Every door panel and rear door hatch has bubbling paint. I have many Dodge/Jeep brand vehicles and half of them had their paint corrected at the local Dodge/Jeep dealership. Because of this manufacturing flaw that They are still allowing these new vehicles to be built with these existing and known paint bubbling flaws. That is a scam in itself. I cannot be the only sole fighting Dodge/Jeep over this bubble paint flaws, I absolutely believe this would follow under a class action lawsuit but since I purchase the Wrangler from a Jeep Dealership I am pressing the issue with the Jeep dealership that I purchased this vehicle from. Never disclosed the paint flaws would not be covered and not under any warranty. I paid full price and went to the local Jeep dealership thinking they would be a little more upfront but I guess I was scammed by Bob Caldwell.

Because This Jeep that was purchase at the Bob Caldwell Columbus location. The vehicle had a few bubbles on her at purchase but I was ok with this since I knew if all got worst I could take the vehicle to any Jeep dealer and the paint would be fully corrected and fixed the right way once and for all. Since this was NOT disclosed that I had a full 50k/ 5 Year warranty, INCLUDING THE PAINT, I was not fully disclosed this and this is my complaint to Bob Caldwell.
Again I was not aware my wrangler was titled in ****** and the factory warranty would not be honored. After the fact I found the sale voided the factory 5 year 60k mile paint warranty. Again I paid full price for a low mile newer Wrangler just because I thought I would be covered with the full factory warranty. I was not told of this fraud that the dealer or any factory dealership would not be able to correct the bubbling paint issue. The dealership at Bob Caldwell never disclosed this ever, if they would of disclosed this then I would of NOT purchased this Wrangler that was only titled in the ****

There nonsense statement that they showed me this document and disclosed the paint was not covered and that also is a false scam statement since if I was told specifically that the paint was NOT included to be covered then again I would not of purchased this wrangler. I now have a low mileage wrangler and the dealer is not willing to correct the paint. Another local Jeep dealer was willing to correct all paint issues but when they noticed the vehicle was originally title in ****** they said the only way to get the paint corrected was to get with the Jeep dealer who I purchased the vehicle from. I was alerted of the original Canadian title when I was taking in the Wrangler to have the paint corrected. *********** Jeep called me saying we are NOT able to do this work because of the original Canadian ownership which voided the factory warranty. I was dumb founded and I immediately contacted BoB Caldwell and for over 5-6 mths they kept pushing me to another person and when I made this claim I did document the emails and calls to them. To me it clearly shows they were trying to force me to give up and I almost did but I finally pursed and sent a certified demand letter early in 2025 and here we are. Still nothing done and my wrangler is getting worse every day.

It is a totally different story if I purchased this vehicle from a non Jeep shister dealer but Bob Caldwell is a factory Jeep dealer and they have denied my claim to correct the paint and defrauded me and never disclosed the paint was not covered. I did file disputes with the BBB, **** Att General, and a few other online car surveys. I also am a local business owner and know any poor ratings are not fun to receive but I have given the Bob Caldwell dealership to make this right and they have chosen to not do anything about this issue. So I am pushing the issue and I pray someone can assist me in getting my Wrangler paint corrected. I am not asking for anything else but with them choosing to ignore or assist with this is their choice and all is just a shame. I am attempting to warn other future buyers of the fraud and not fully disclosing this scam of them buying cheaper vehicles from ****** and selling them here in the **** Again the warranty was never disclosed and made aware of this titling issue I would NOT of purchased this Wrangler from this dealership. Why would someone pay over full price for a low miles newer vehicle and not have the factory powertrain and paint warranty? Just doesnt make sense but now I have to keep the fight up since I am NOT standing down. If the dealership wants to ignore and not assist a customer then that is their choice and the consequences will be earned on their behalf. Nothing else to say and again I pray you are able to assist in resolving this issue internally.
Much thks

**** *********
************
************ PH

Customer Answer
Date: 03/18/2025
Complaint ID: ********

Hello and ** for your reply back

I am Responding to Bob Caldwell Dealerships response. I have a 4 year old Jeep Wrangler with $35k miles. I purchase the vehicle approx. 1.5 years ago with only 14k miles. As of today, Every door panel and rear door hatch has bubbling paint. I have many Dodge/Jeep brand vehicles and half of them had their paint corrected at the local Dodge/Jeep dealership. Because of this manufacturing flaw that They are still allowing these new vehicles to be built with these existing and known paint bubbling flaws. That is a scam in itself. I cannot be the only sole fighting Dodge/Jeep over this bubble paint flaws, I absolutely believe this would follow under a class action lawsuit but since I purchase the Wrangler from a Jeep Dealership I am pressing the issue with the Jeep dealership that I purchased this vehicle from. Never disclosed the paint flaws would not be covered and not under any warran**. I paid full price and went to the local Jeep dealership thinking they would be a little more upfront but I guess I was scammed by Bob Caldwell.

Because This Jeep that was purchase at the Bob Caldwell Columbus location. The vehicle had a few bubbles on her at purchase but I was ok with this since I knew if all got worst I could take the vehicle to any Jeep dealer and the paint would be fully corrected and fixed the right way once and for all. Since this was NOT disclosed that I had a full 50k/ 5 Year warran**, INCLUDING THE PAINT, I was not fully disclosed this and this is my complaint to Bob Caldwell.

Again I was not aware my wranger was titled in ****** and the factory warran** would not be honored. After the fact I found the sale voided the factory 5 year 60k mile paint warran**. Again I paid full price for a low mile newer Wrangler just because I thought I would be covered with the full factory warran**. I was not told of this fraud that the dealer or any factory dealership would not be able to correct the bubbling paint issue. The dealership at Bob Caldwell never disclosed this ever, if they would of disclosed this then I would of NOT purchased this Wrangler that was only titled in the ****

There nonsense statement that they showed me this document and disclosed the paint was not covered and that also is a false scam statement since if I was told specifically that the paint was NOT included to be covered then again I would not of purchased this wrangler. I now have a low mileage wrangler and the dealer is not willing to correct the paint. Another local Jeep dealer was willing to correct all paint issues but when they noticed the vehicle was originally title in ****** they said the only way to get the paint corrected was to get with the Jeep dealer who I purchased the vehicle from. I was alerted of the original Canadian title when I was taking in the Wrangler to have the paint corrected. Medina Ohio Jeep called me saying we are NOT able to do this work because of the original Canadian ownership which voided the factory warran**. I was dumb founded and I immediately contacted BoB Caldwell and for over 5-6 mths they kept pushing me to another person and when I made this claim I did document the emails and calls to them. To me it clearly shows they were trying to force me to give up and I almost did but I finally pursed and sent a certified demand letter early in 2025 and here we are. Still nothing done and my wrangler is getting worse every day.

It is a totally different story if I purchased this vehicle from a non Jeep shister dealer but Bob Caldwell is a factory Jeep dealer and they have denied my claim to correct the paint and defrauded me and never disclosed the paint was not covered. I did file disputes with the BBB, Ohio Att General, and a few other online car surveys. I also am a local business owner and know any poor ratings are not fun to receive but I have given the Bob Caldwell dealership to make this right and they have chosen to not do anything about this issue. So I am pushing the issue and I pray someone can assist me in getting my Wrangler paint corrected. I am not asking for anything else but with them choosing to ignore or assist with this is their choice and all is just a shame. I am attempting to warn other future buyers of the fraud and not fully disclosing this scam of them buying cheaper vehicles from ****** and selling them here in the **** Again the warran** was never disclosed and made aware of this titling issue I would NOT of purchased this Wrangler from this dealership. Why would someone pay over full price for a low miles newer vehicle and not have the factory powertrain and paint warran**? Just doesnt make sense but now I have to keep the fight up since I am NOT standing down. If the dealership wants to ignore and not assist a customer then that is their choice and the consequences will be earned on their behalf. Nothing else to say and again I pray you are able to assist in resolving this issue internally.

Much thks

**** *********

**** *********

************
************ PH

************ FX

Hello

I am just following up w my reply to you from early March 2025

I have not heard back and this Bob Caldwell dealer in ******** is not being truthful in fully disclosing the warran** I had on my Wrangler. My last reply is below

Hoping to have some answers soon so my jeep can get in line to get repainted.

I greatly appreciate your efforts

**** *********

************ PH

************ FX

Business Response
Date: 03/18/2025
The allegations are false and customer is not taking accountability. We have sold 1000's of Canadian vehicles all with the same process and after years of this, we have 1 customer claim they had no idea the vehicle was Canadian and almost 2 years after purchase.
Customer Answer
Date: 03/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22965666

I am rejecting this response because: The dealership is still not correcting the warranty issue of the bubbling paint. They sold me a wrangler that was first titled in ******, then titled in the **** I purchased a low mileaged wrangler, less then 2 years old, assumed I had a factory warranty thru Jeep and after the fact of attempting to get Jeep to repaint the wrangler I was informed the factory warranty was void since the wrangler was originally titled in ******* I never heard this before and all falls onto the certified JEEP dealer I purchased the wrangler from. To repaint the wranger is approx $5,820 and since I was not disclosed this I fully believe the dealership is responsible to either pay or have their body shop repaint the wrangler the correct way so the paint doesnt bubble again

Regards,

**** *********
Business Response
Date: 03/24/2025
The 2020 wrangler purchased July 2023 and all appropriate and legal disclosures were presented and signed. Furthermore customer was offered a goodwill amount of $1500 to put toward cosmetic repairs through the attorney general portal if reviews are taken down and a hold harmless is signed. We see this to be more than a fair gesture. -****** ****** (General Manager)
Customer Answer
Date: 04/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22965666

I am rejecting this response because:
Again I purchased a very low milage Wrangler, the paint is defective and a local jeep dealer states the whole wrangler needs repainted. I included the repair quote in earlier messages. The dealer was not upfront about I not having a paint warranty with the manufacturer. I was given some second hand warranty that did not cover the paint. This dealer states they never had another wrangler jeep buyer that purchased a vehicle that was originally owned in ****** and then when I purchased it the vehicle was titled in the *** and no other buyers came back with the paint warranty issues, I call bs on that statement. I request the defective paint be repaired by the dealer or at this point at another Jeep dealer in my area. If not then I will have to go another route since the bbb and others are not much help in this case. Hoping for the best and much thks
Regards,

**** *********
Initial Complaint
Date:01/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PURSHASE SEIRRA TRUCK AND FIRST WEEK FUEL PUMP WENT OUT HAD TRUCK TOWED BACK.2 MONTHS LATER TRUCK BACK IN SHOP NEEDING FRONT BRACKS (AFTER CAR FAX SAID GOOD),SERVICE **** OF ******* **** FLUID CONTAMINATION, AND PIPE FROM THE MUFFLER NEEDS TO BE REPLACE.$3200
Business Response
Date: 02/06/2025
We would like to see details that ******** had shared and I was under the impression based on the conversation you had with our employees that you were going to bring the vehicle here for us to review. We would certainly like to review the claims. There have been several times this particular dealership tries to oversell issues on our customer's vehicles. In regards to the brakes, they were 6mm (over half life expectancy) so we need to have a better frame of reference why they were replaced. Vehicle was serviced by a reputable technician that reviews over 50 of our used vehicles per month. I'm not saying we will assist or not assist but we would like to understand the true problems the customer is having with the vehicle. I can be reached directly at ************ or *************************************************** if the customer would like to reach out directly. -****** ****** (General Manager)
Business Response
Date: 02/11/2025
None of this clarifies why any of the work is necessary. To make matters worse, the brake parts and labor is posted under the exhaust line of the repair order with no complaint, cause, or correction. At this time we are willing to review the exhaust issue as a goodwill. Please feel free to reach out to myself ************ or *************************************************** to coordinate. Thank you. -****** ****** (General Manager)
Customer Answer
Date: 02/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22881879

I am rejecting this response because: Ive only had this vehicle 2 months and put $3000 into it..paid $4000 for a warranty that useless

Regards,

******* M *****
Business Response
Date: 02/13/2025
The service contract is not useless and until we provide you a free inspection, I can't tell you if it is or if it is not covered. Just like the manufacture warranty, brakes and other wearable items are not covered under a service contract.
Customer Answer
Date: 02/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22881879

I am rejecting this response because:

Regards,

******* M.*****
Initial Complaint
Date:01/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a 2023 ************ that has now been at a *** Dealership in *********,**** 3 times since December 28, 2024 (our purchased date) for check engine light and my research reveals prior to our purchase date the vehicle was at ********* Chevrolet (********) in September 2024 and **** **** Chevrolet in ******** in November 2024 when Bob Caldwell Dodge purchased the vehicle and sent it there due to check engine light on. All of this activity has occurred in less than the vehicles last 500 miles. So the vehicle has been at *****/*** dealerships five times within 500 miles and 5 months, all of these dealership visits have been for check engine light issues and often for the same problem. I was advised on 1-14-25 the vehicle will be at the dealership for at least 2 weeks waiting on parts. In numerous conversations to resolve with my purchasing company (Bob Caldwell) we have received no assistance, no promised returned calls from upper management, and ******* receptionist telling us management are in meetings. I have personally spoken with service advisors at ********* ********* (phone) and **** **** Chevrolet (in person) to verify they repaired the same issue. My wife and I are retired and care for my 88 year old mother in law with Dementia who lives with us. We are a one vehicle family that paid Bob Caldwell in full with a check on purchase date of December *******. We want to resolve this issue by exchanging the vehicle for another vehicle at Bob Caldwell by not losing money from our purchase. It is blatantly obvious this is a very flawed vehicle that we purchased from Bob Caldwell Dodge. What we felt was a very reputable dealership we are learning this may not be the case concerning our business relationship with Bob Caldwell. We never wanted to involve any outside entities for assistance but Bob Caldwell personnel left us no choice.
Business Response
Date: 01/31/2025
Spoke to Mr. ******* as soon as I knew there was an issue. Offered to take vehicle in on trade for the same amount it was purchased for. Customer inquired about service and parts agreements and we offered him a contract below cost, he eventually purchased a service contract from a ********* dealer (he purchased a Chevy). I believe this complaint was made quite a while ago and the customer is now satisfied? -****** ****** (General Manager)
Initial Complaint
Date:07/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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 Answer
Date: 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
Date:06/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:04/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 04/03/2024
Can I please have a Vin #? I do not show a ***** **** in our system with a ** ********. Thanks. -****** ****** (General Manager)
Customer Answer
Date: 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
Date: 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
Date:01/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:12/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 01/10/2024
There is nothing else that I am able to offer at this time. -****** ******
Business Response
Date: 01/10/2024
There is nothing else that I am able to offer at this time. -****** ******
Business Response
Date: 01/10/2024
There is nothing else that I am able to offer at this time. -****** ******
Initial Complaint
Date:11/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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
Date: 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
Date:06/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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. -****** ******

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Bob Caldwell Chrysler Jeep Dodge Ram is BBB Accredited.