Hill-Kelly Dodge Chrysler Jeep Ram - Service Center

We purchased a brand-new 2021 Jeep Grand Cherokee L from Hill Kelly in Pensacola in December 2021, expecting quality and peace of mind. Instead, we’ve dealt with relentless electronic failures for nearly tw Hill Kelly in Pensacola in December 2021, expecting quality and peace of mind. Instead, we’ve dealt with relentless electronic failures for nearly two years — and a dealership that refuses to take meaningful action. Since 2023, the vehicle has been in the shop eight times, often for weeks or months at a time. Timeline of visits: 11/17/23 – 11/21/23 (Service rotation wait not documented) 06/12/24 – 06/17/24 (Service rotation wait not documented) 07/12/24 – 07/15/24 (Service rotation wait not documented) 07/30/24 – 08/22/24 02/17/25 – 04/01/25 04/08/25 – 04/28/25 05/20/25 – 06/10/25 06/12/25 – Present Despite all these visits, the same dangerous problems return — malfunctioning sensors, random seat movement, incorrect fuel readings, gear shifting failure, and loss of acceleration. One of the most terrifying moments happened on I-10. The vehicle stopped shifting gears, the accelerator failed, and the blinkers and hazard lights completely shut down. The dash flashed every warning imaginable. I was helpless, trying to merge off a busy highway with no power, signals, or control. It was traumatic and dangerous — and yet another reminder this vehicle is completely unreliable. Another time, the car was in the shop for nearly two months to replace a control module. A week after pickup, the same issues came back. We returned it again. Hill Kelly claimed it was fixed. Most Recent Breakdown – June 2025 Just one hour after pickup on 06/10/25, the same sensor failures occurred. After reversing from our driveway, the vehicle wouldn’t even shift into drive. It’s now back at the dealership — again. In frustration, we asked to speak with a service manager. We were told he was in a meeting and unavailable until the next day due to monthly admin work. On 06/12, we tried to speak with any manager. We were told the general manager lives in Alabama, the sales manager was off that day, and the acting manager was doing payroll. No one made the slightest effort to talk to us or show concern. The only person who genuinely cared was our service advisor — he tried to help but ultimately had no authority. Management showed zero urgency or accountability. Sales Department Experience We even tried to trade in the vehicle and asked if Hill Kelly could work with us. We proposed a discount on a new car or a better trade-in value to help with the remaining loan balance. They refused any accommodation. When we went in to discuss the trade-in, we were treated with disrespect. The salesperson ignored our clear statement that we were no longer interested in Jeep and kept pushing us to buy another one. He falsely claimed their promotion would “cover the difference” — it didn’t. The offer wasn’t even competitive with standard pricing online. He was dismissive and refused to negotiate even slightly, despite knowing the vehicle we were trading in had been in and out of their shop for two years. He even told us, “I recommend going to Honda,” and, “I’m retired military — I don’t need this job,” making it clear he had no interest in helping us at all. This entire experience — from inconsistent repairs to apathetic management to rude sales tactics — has been unacceptable. We will never recommend Hill Kelly and strongly urge others to look elsewhere if they expect accountability and quality service More

Lies, Lies, Lies, and more Lies smoke and mirrors. Theirs not enough time in my day to tell my whole story and I’m not sure I should seeing that I’m probably going to seek legal action against them. S Theirs not enough time in my day to tell my whole story and I’m not sure I should seeing that I’m probably going to seek legal action against them. Sales team great but once they got your money the service department and the service department manager Lee are full of lies. Riddle me this when you take your vehicle in for a leaking cab light recall or extended warranty because it has leaked and ruin your headliner and then you get it back three weeks later have it for a month and noticed that the entire floorboard of the truck is soaking wet. Take it back to the dealership and tell him. Hey somethings leaking now because y’all removed the windshield you did all this other stuff and now my truck is full of water But now they don’t fix leaks. I have to take it somewhere else on my dime. The reason I brought it in in the first place was for a leak. Now y’all don’t do leaks somebody explain that one to me?!?! More

Amazing and professional service by Nicki. I called and was in the worst mood but she made me feel comfortable and at ease. She made a terrible situation much better. I can't imagine bringi I called and was in the worst mood but she made me feel comfortable and at ease. She made a terrible situation much better. I can't imagine bringing my car anywhere else for service More

This is the best dealership in the southeastern United States Great customer service always atitive to every need and the best selection of vehicles and pricing. States Great customer service always atitive to every need and the best selection of vehicles and pricing. More

I've had two oil changes at this dealership and so far there have been no issues. They usually communicate the ETA of the oil change at the time of arrival and sometimes my vehicle is done sooner, which i there have been no issues. They usually communicate the ETA of the oil change at the time of arrival and sometimes my vehicle is done sooner, which is always nice. Service techs are all professional and welcoming. More

Our service was completed quickly and the added service needed for our vehicle was brought to our attention and also taken care of efficiently. needed for our vehicle was brought to our attention and also taken care of efficiently. More

The young women who greeted me was exceptional. Service was quick and professional. A good experience Service was quick and professional. A good experience More