Bob Caldwell Chrysler Dodge Jeep RAM

Bob Caldwell Chrysler Dodge Jeep RAM responded

Very sorry for the inconvenience and I'm happy to clean up your vehicle and fill it up with gas. Should have been more on top of this and sorry that was not the case. I can be reached personally at 614-880-2824 or justin@caldwellchrysler.com. Thank you for the business! -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Thank you Ersey. The old sales person tricks don't work anymore and something we don't care for. Transparency has been a mantra throughout all of our departments. Anything less is not something customers, staff, or managers are comfortable with. Thank you for recognizing the smooth process and execution with Derrick. Means a lot to all of us and of course....thank you for your business....especially over the last 3 decades. -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Love to hear it! September commonly is a grind for the sales department and despite the headwinds, the front line continues to stay positive and keep customers happy. Something to celebrate. Thank you for your business and review. -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Glad to hear Garret was able to make your first trip here and well received one. Garret and the rest of the crew will be here to assist when the time is right Maynor. Have a nice weekend and thank you for the review! -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

We can appreciate the "Old School" customer and nice to hear Garret accommodated your needs Joyce. Thank you for taking the time to provide the feedback and thank you for your business! -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Thank you! Word of mouth can be your best or worst friend and allows small business a fair competition to have a fair shot against the competition. As much as work can be a total grind, some of the fun comes with the challenge to be a little better than the next guy/ gal. Appreciate the comments and business Malthdor. -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Nice to hear from my vantage point. Fortunate to have a staff that are not trained to be nice but it's part of their character. Great feedback and nice to hear Derrick and Erik were pleasant to work with. Have a great week! -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Thanks Brandi. No surprise Tim leads the board on reviews. After getting to know Tim, it's not hard to recognize he is pure. No greed or motives. He is a people person and salt of the earth that makes Columbus (and even Ohio) a great place to live. Type of folks we want representing Bob Caldwell. Means a lot for customers like yourself Brandi to spend the extra 5 minutes to endorse the efforts from Tim. Thank you for your business and thank you for your review! -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

Ya, there are infinite configurations of vehicles and no dealer has everything. Being able to find or build the particular vehicle a customer wants is critical for all dealers. Glad the staff (Aaron and Tyler) were able to make the process comfortable and get you what you want. Thank you for the business and review. -Justin Harmon (General Manager)

Bob Caldwell Chrysler Dodge Jeep RAM responded

I'm sorry Steve you feel this way. Review sites are vital and meant to keep businesses and customers honest and see a lot of value in them. It's also where these platforms fail is business's have 3rd parties answer of throw out canned responses or no responses at all. Certainly a response is needed here. Steve is right on his review for the most part but too many variables left out. 1st- this was a 2005 BMW sold As-Is. Vehicle was inspected prior to sales and customer test drove vehicle. This was by no means a high pressure sale nor misrepresented sale. Customer had issues within the week- check engine light and convertible top issue. 2nd point- Despite not having a service contract or any coverage on the purchase contractually, we provided goodwill by taking the vehicle to the local BMW franchise (unrelated to Caldwell). BMW franchise stated check engine light came from battery being undercharged, reset the light and said vehicle was ok. Customer has a copy of the repair order from the BMW franchise. 3rd- We also (as a goodwill) provided customer with $500 to assist with the convertible top. This is where I disagree with all of the legacy, other reviews, bad dealer....you bought a vehicle as-is, we spent over $800 as a goodwill on a 20 year old $12k vehicle. We goodwill not hundreds, not thousands, but tens of thousands of dollars per month on average to our customers. The bigger issue is a customer feeling entitled that we should do more. Why is the dealer required to do more and why would we treat a customer without contractual coverage the same as a customer that spends money to protect their asset? I felt it required to draw a line and this is where we drew a line. Weeks later I received an email that a check engine light was on and yes, I mentioned that we will not take responsibility at this time for the vehicle due to a check engine light. Make no mistake the e-check fail was not from tampered emissions that had been falsely claimed. The e-check did not fail because there were no catalytic converters as falsely claimed. The e-check automatically fails when their is a check engine light on which the customer refused to take accountability for. For those not familiar with E-check it is an emissions test required in 7 of the 88 counties in Ohio, one particular county that this customer lives in. After several requests (and denials) to purchase the vehicle back, customer emailed demanding the vehicle bought back with an array of email addresses CC'd including news stations, lawyers, Attorney general staff members, EPA, etc....again falsely claiming that I'm legally bound to purchase the vehicle back which stands to remain. When you do that, goodwill is over (at least here it is), we have to get our attorneys involved, and then we go back to having a transaction relationship. Unfortunately this is part of the business and only increasing. We have to deal with claims and (what I feel) are frivolous threats and lawsuits. We are not a corporate store and we try to make decisions that mutually benefit the customer and our business. I stand by our efforts that we have made here. We are never proud of these scenarios but they are more common throughout the industry. Because the amount of technology within a vehicle continues increase and become more complex, because the average age of a vehicle on the road continues to increase, and because the higher percentage of the vehicles on the road have no manufacture coverage and no coverage from a parts and service agreement customers are more likely to run into these problems. Car dealerships mess up! Just like every other business mistakes will happen. We own our mistakes. There are "Chargebacks" in the Sales Department, "Policy" in the Fixed Op departments, and "Other Deductions" within what is determined to be Overhead. More often than not, when the responsibility is inconclusive, we take the high road and pay for the issue or at least contribute. Sometimes we do not feel like we made a mistake but we still contribute. No different with this issue, we contributed by means of goodwill for the initial issues but we are not taking responsibility for all of the issues. Lastly and speaking of Legacy, I'm very proud of what Bob Caldwell and Connie Caldwell have done and my devotion is in honor of the legacy at Bob Caldwell. I'm very proud of the people that work here and sacrifices they make each and everyday to support their families. The reason I respond to every review on all sites is because not only is it good information for the customer that left the review, general public, and potential Caldwell customers; it's vital I provide a long lasting representation for those employees that work here that suffer the most when a 1 star review hits. It's what separates the organized vs unorganized and shows that there are people that care. When my time is done, the final task will be to have the next fortunate individual have the same ethics, integrity, worth ethic and smarts that Bob Caldwell had himself and continue the legacy. I apologize that your vehicle was not a reliable as you assumed it would be. I'm sorry you don't see through the same lens as us Steve. I hope everything turns out ok in the end. -Justin Harmon (General Manager, Dealer Principal, Owner)