Bob Caldwell Chrysler Dodge Jeep RAM — Attraction in Columbus

DO NOT SHOP HERE!!!

If I could give 0 stars I would.

I would not do business with this dealership or set foot on this lot again. I came in hoping to purchase a brand-new 2024–2025 Jeep Cherokee with CASH! I had previously researched the car thoroughly, comparing sticker costs to those of other dealerships and looking at their web inventory. Joshua met me as soon as I entered, and he seemed kind and accommodating. He told me that the batteries in both cars were dead when he tried to move the car to the front. I was really understanding, and we went to the back to view them. I kept talking to him instead of leaving as this was a sign. I was interested in the cost of the bundle with and without the technology. We got to pricing and Joshua left to talk to financing.

I've bought cars before, so I thought it was strange when Joshua walked to the back to speak with his "finance manager" and never came back. Then I encountered a very hostile and impolite David. He sat down and gave the prices of both cars without providing any explanation. While I went over them, he sat with a blank stare (thank goodness I knew what I was looking for). When I started to ask him questions, he became impolite and started to argue over the cost. I questioned him why the same car was available at another dealership for $5,000 less, and he couldn’t explain. I explained I would be paying cash and he responded, “your cash doesn’t mean anything to me”. He told me there was NO room for negotiation (which I know isn’t true). He then got up saying “I will bring the invoices to show me the price breakdown” and walked away. I called my husband to let him know what was happening since I was so taken aback by his tone, behavior, and manner. I kept him on the phone while he was in route to the dealership so he could observe the progress of the situation.

Upon returning his demeanor was worse. I asked if everything was ok, as he wouldn’t make eye contact, and it was clear he was annoyed. He said “I am fine”. I responded “you seem upset or bother”. At this point he tried to hide his frustration but that lasted maybe 30 seconds as I looked at the invoice and the actual amount was only a $600 difference than the offer, they gave me. Instead of waiting on my husband to get there I decided to walk out as David was now speaking very loudly and arguing that the sticker price was the price and there was no room for negotiation. I have never been met with so much disrespect by a man let alone a sales rep or “manager”. As I got up and explained I no longer needed answers as I was not interested in buying Joshua appears again. At this point we have nothing to talk about as I knew I wasn’t giving a cent to this dealership.

I was definitely profiled and what ended up happening is I went 20 minutes to the next dealer and now have a brand new 2025 Grand Jeep Cherokee Limited L (with the technology package) for 4.5K cheaper than what David offered. This is a money hungry dealer where employees lack respect, and service means nothing. I will inform everyone to never do business with this dealership.

EDIT TO RESPOND:

It's intriguing to me that you claim my experience is untrue. If it had been untrue, I would have left YOUR dealership with a brand-new car. Your "finance manager" didn't believe me, so I showed him the difference in price from another dealer which is when he became upset after already clearly being irriated. They would undoubtedly contest their handling of the matter. It seems strange to me as a general manager that you would accuse me of lying without contacting me to confirm any information or offer an apology for the treatment I received. Customer service is a lost cause in this establishment. Nevertheless, I am pleased with my new SUV, which was 4.5K less expensive, I developed a relationship with a dealership that I will use going forward, and was treated with dignity and respect. I stand by my statement DO NOT STEP A FOOT IN THIS DEALERSHIP!!!

The general managers reply is enough to show you how they handle and...

Terrible.

I took my 2018 Pacifica in for factory authorized repair in January 2020, specifically for paint corrosion in accordance with a factory TSB 31-001-18, which addresses the proper and factory authorized method of Aluminum Body Panel Corrosion Repair.. I did not receive my vehicle back until March of 2020.

The work was performed poorly. So much so, that the repair failed within 9 months.

When I returned in January 2021, Justin tried to deny responsibility for the workmanship, even though the vehicle was still under the 3/36 warranty. I got Chrysler Cares involved, and the hood was once again refinished. However this refinishing was done so poorly, there were blatant defects and dirt in the paint to the point it actually looked like someone threw sand on the paint while wet. Further, the vehicle was not reassembled correctly or completely, to which Justin further denied responsibility of.

During all of the above, Justin further tried to deny providing a loaner vehicle to my family. Not only was this incorrect, it was simply insulting. My vehicle was in the shop for over 65 days, and Justin stated to me that 'we don't provide loaners for warranty work.'

After bringing the poor workmanship of the repaired repair to Justin's attention, he further denied responsibility, stating 'he's done all he can do and it is not his responsibility to return the vehicle to factory condition.' This sounds preposterous, you say? Well, I've got it in writing.

After this - I got the BBB involved on March 22, 2021. Seemed that got his attention, because while he continued to be a passive aggressive and condescending individual towards me, actions started to happen, albeit it very slowly.

A replacement hood was ordered, as it should have been per the factory TSB in January 2020.

When the repaired repair repair was finished, it was once again incompletely finished, missing federal emissions equipment. When this was brought to Justin's attention, yup, you guessed it, he once again denied responsibility.

My family has been patrons of Bob Caldwell since 1990, with the purchase of a 1991 Plymouth Voyager. Myself, since 1992, with the purchase of a 1992 Sundance. We have been a Chrysler family since the AMC days. For 30 years, I've owned and driven a Chrysler product. Such a shame that single-handily, Justin can erode any and all confidence in not only a dealership, but a brand as a whole.

Why in the world would I consider a Chrysler product, knowing I cannot get it serviced correctly, and furthermore, why would I come back to Bob Caldwell after this service experience?

My vehicle was in the shop for over 65 days for a simple factory authorized warranty repair. Justin fought ownership of the repair each and every step of the way. If it were not for the BBB, I would have had to pursue legal action.

The work was only finished correctly and completely on May 12, 2021; to which Justin further refused to provide any paperwork on to document the work. I suppose this is because if it fails again, he wants plausible deniability. Too bad I have the paperwork from Chrysler Cares, so his little dishonest game does not work.

Such as shame. Over 30 years of patronage, and this is how a customer is treated. Stated more accurately, this is how a FORMER customer is treated.

EDIT: Since Justin is continuing to call me a liar, by stating I never brought my vehicle to his dealership for service...I'm attaching a copy of my invoice. Would you like me to also post other service records or purchase records from me and my family?

Of interesting note, the header of the invoice states which...

I had very high expectations for this dealership, but in my recent experience they missed the mark. I dropped my Jeep Wrangler off on April 17th and was assured that they would reach out with a diagnosis the following day. I didn't hear from them the following day (Friday) nor did I hear anything the next day. I went the first four days with no update. When I finally got ahold of someone that Monday, they began telling me that they didn't expect to be so busy and they would give me an update on my car within the hour. It was nearly closing for them when I received the call. The service guy told me I needed a new engine along with other parts. And so the service guy spent that evening and the following morning researching the pricing for used and new engines. Initially, I was told it would take 1-2 days to ship it in and then they would began working on my car as soon as the parts were delivered. By Tuesday, the story changed to it would take 3-4 days for shipping and they would begin working on my car the following week. The majority of our conversations took place while I was working, so just imagine the stress I was under. I was told the repairs would cost me 12k and it could take up to three weeks to complete. On my lunch break, I phoned the dealership once more to discuss the discrepancies with the timeline and I asked what could be done about the inconvenience as this question was never addressed. The service guy then stated they didn't feel comfortable continuing to service me as a customer. Quite ironic, but a blessing. I didn't feel comfortable with them nor was I confident in their work. The communication, if any was scarce and the experience overall was horrible. I politely paid the balance due as they did evaluate my car and I arranged for it to be towed to Christian Brothers Automotive. Best decision I could have made! I would've had to be without a car for three weeks and pay 12 grand for repairs with Bob Caldwell’s. Incredibly, my car was dropped off at CBA Tuesday afternoon and I was able to pick it up that Friday morning. The communication with CBA was efficient, they inspected my car the same day and explained what repairs were needed. They actually have a Jeep expert with a variety of certs so I was sure my Jeep was in good hands. The biggest shock was that I didn't need a new engine. After the repairs, they test drove my car for 30 miles to ensure all was well! I was extremely impressed with their service, hospitality (shuttle) and it was right across the street from my job. I'm thankful that rejection resulted in redirection. CBA is a Christian based shop, so they are honest guys that will have your best interest and only offer repairs that are needed. I'm grateful that they fixed my car in 3 days for only a fraction of the price! Bob Caldwell’s did issue me a refund, but I don’t plan to go there for any future repairs. I know who to go to the next time I encounter issues with my car and I encourage anyone reading this to do the same! I have had my car for over a week now and I haven't had any...