Bob Caldwell Chrysler Jeep Dodge RAM

This is part of the story and I am the General Manager and the review deserves a response, so here we go. The vehicle was serviced less than 59k miles and purchased at 59,213 miles, that's true. We do not perform maintenance on vehicles until they are due or after the due date. That has been our process for decades and to speak candidly, this is common practice among most franchise dealerships. Our staff does not say "If anything goes wrong, it's covered". We train them better than that. What's not disclosed, vehicle was purchased by a business, not a consumer. Saying that, we do not treat businesses different from a consumer but important information when making the decision to provide goodwill. What's also not disclosed is that a local mechanic had been maintaining the vehicle and should have recommended a transmission service. What was also not disclosed, the vehicle has never been back to our shop since purchase. What was also not disclosed, the vehicle had been to another competitor dealership where they should have recommended a transmission flush. What was also not disclosed, the warranty company stated, if at anytime the transmission service had been completed prior to failure, the repair would have been authorized. The final variable that had not been disclosed, the vehicle has more than 30,000 miles after reconditioning was completed. Ms. Armstrong, I am sorry for the predicament. I do support service contracts and commonly assist customers outside the scope of the contract. We have no problem providing customers with reconditioning history. We do it everyday. The comment when we discussed the matter was that you "assumed" that we had completed a transmission service, not that we would not disclose. We spend over $25,000 average on goodwill per month outside coverages for customers. I can't press the importance of utilizing dealers and maintaining vehicle through dealers. It can be a common misconception that dealers "rip people off in service". This is just a difference in opinion. Does a dealer have a responsibility to maintain a vehicle prior to when services are due? Does a customer have a responsibility to maintain a vehicle? Does a technician servicing a vehicle a minimum of 3 times over the last 30,000 miles? Does the competitive dealer need to recommend the proper services based on a vin specific maintenance schedule? Over the last 2 decades in this business the complexity has increased. Each situation is different and right, wrong or indifferent, I don't feel that we are the responsible party here knowing all of the facts disclosed between the review and the response. I guess we let the general public decide. I understand your frustration and very sorry you are going through this. -Justin Harmon (General Manager)

This is part of the story and I am the General Manager and the review deserves a response, so here we go. The vehicle was serviced less than 59k miles and purchased at 59,213 miles, that's true. We do not perform maintenance on vehicles until they are due or after the due date. That has been our process for decades and to speak candidly, this is common practice among most franchise dealerships. Our staff does not say "If anything goes wrong, it's covered". We train them better than that. What's not disclosed, vehicle was purchased by a business, not a consumer. Saying that, we do not treat businesses different from a consumer but important information when making the decision to provide goodwill. What's also not disclosed is that a local mechanic had been maintaining the vehicle and should have recommended a transmission service. What was also not disclosed, the vehicle has never been back to our shop since purchase. What was also not disclosed, the vehicle had been to another competitor dealership where they should have recommended a transmission flush. What was also not disclosed, the warranty company stated, if at anytime the transmission service had been completed prior to failure, the repair would have been authorized. The final variable that had not been disclosed, the vehicle has more than 30,000 miles after reconditioning was completed. Ms. Armstrong, I am sorry for the predicament. I do support service contracts and commonly assist customers outside the scope of the contract. We have no problem providing customers with reconditioning history. We do it everyday. The comment when we discussed the matter was that you "assumed" that we had completed a transmission service, not that we would not disclose. We spend over $25,000 average on goodwill per month outside coverages for customers. I can't press the importance of utilizing dealers and maintaining vehicle through dealers. It can be a common misconception that dealers "rip people off in service". This is just a difference in opinion. Does a dealer have a responsibility to maintain a vehicle prior to when services are due? Does a customer have a responsibility to maintain a vehicle? Does a technician servicing a vehicle a minimum of 3 times over the last 30,000 miles? Does the competitive dealer need to recommend the proper services based on a vin specific maintenance schedule? Over the last 2 decades in this business the complexity has increased. Each situation is different and right, wrong or indifferent, I don't feel that we are the responsible party here knowing all of the facts disclosed between the review and the response. I guess we let the general public decide. I understand your frustration and very sorry you are going through this. -Justin Harmon (General Manager)

Always nice to hear from start to finish the experience went smooth. Thank you for sharing your visit and appreciate you providing Tim and Bob Caldwell an opportunity to earn your business. -Justin Harmon (General Manager)

Well I apologize if anyone here came off as angry or made you uncomfortable. I also apologize for taking a couple days to respond. Always like to review the paperwork and discuss the transaction with those involved. After reviewing the paperwork I see where our manager provided a quote with our financing through Kemba and a worksheet with you going directly through Kemba. We always offer a service contract also with our worksheets. My understanding is this is when this became a problem for you and I'm sorry that was a problem. Nonetheless, nothing illegal, immoral, poor tactics and certainly no need to send to 3 different review sites after the research. -Justin Harmon (General Manager)

Always rooting for Mr. Diddle. Born and raised here Tim is what you see. No smoke and mirrors. Just here to get a customer the information they need to make an educated decision. Common response for those lucky enough to work with Tim. Thank you for summarizing your thoughts on the visit and thanks for giving Tim and Bob Caldwell the opportunity to earn your business! -Justin Harmon (General Manager)

Garrett has been on a nice run as of recent. Scoring his best month in July he has not slowed down in August. Always great to see folks that show to work to work. Thank you for the feedback and opportunity to earn your business. -Justin Harmon (General Manager)

Thank you Amy! It's how a car buying experience should be. Erik has many years of practice and although I never loose sleep over trust in Erik, it's reassuring to hear from customers like you. Hope your Tesla treats you well throughout your ownership. Thank you for the business and review! -Justin Harmon (General Manager)

Tim has more positive feedback from customers than all other sales people this month so he must be doing something right. Thank you for highlighting Tim and his efforts Greg. Have a great tempered weekend! -Justin Harmon (General Manager)

That's valuable feedback Ariana. Listening and operating at the cadence the customer prefers is super important and a tough thing to learn and teach. Derrick has shown during his tenure to be insanely patient with who he is working with. Seldomly rushed, very calm person which works well during (what typically is) a stressful process. Thank you lending Derrick the opportunity to earn your business Ariana and really appreciate you taking the time to summarize your visit. Take care and hope your new Jeep treats you well for many years to come! -Justin Harmon (General Manager)