Kelly Chrysler Dodge Jeep RAM

De-valuing experience I have purchased about four cars over the past eight years from Kelly. I have never had a problem with the sales or service department during that ti I have purchased about four cars over the past eight years from Kelly. I have never had a problem with the sales or service department during that time. About two weeks ago I purchased a 2012 Jeep Grand Cherokee Laredo. Quite honestly I did not expect to purchase the vehicle; I was looking for information regarding pricing to better plan my budget. Before stepping foot into the dealership, I did my research thoroughly, both on my trade and the Jeep. I was working with Terrell Parker as my salesman. When I walked in he gave me a fair deal for my trade and for the Jeep. I would return to dealership the next day for delivery, I was asked to notify Terrell about two hours prior to arriving to ensure a quick delivery. I notified Terrell at about 3pm that day that I would be at the dealership at 7pm to complete delivery. I waited patiently in various areas of the dealership till about 930pm when the car was finally delivered, after signing papers, I learned the car only has one key and no floor mats. I was flabbergasted when Terrell told me the dealership could make me another key for a fee and he would personally pay for floor mats; when a new car is purchased it comes with various sets of keys and floor mats, why wouldn’t a used car come equipped this way as well? Not to mention, why would the dealership ask a sales person to pay for floor mats or a customer to pay for another key to be made? Even though I was extremely disappointed it was after 10pm and I had not been home since early that morning. I left that night confident that the dealership would do the right thing. Terrell gave me Thad Taylor’s information and told me to call him to bring the Jeep in for a new key and to have the brakes checked. I heard and felt noise/vibration when I hit the brakes. I took a half day from work to have the noise addressed and have a new key made. Thad accompanied me on a drive around the block to have a listen, he explained that there was nothing wrong with the brakes what I was feeling/hearing was a warped rotor, which to me is something wrong – routers are not supposed to be warped. He advised me to wait about a week since it was possible the rotor could “un-warp” itself. When I asked about the key, Thad told me that day the computers were down and there was no way they could help me. Again, I took a half day from work to have this addressed timely and to have the work completed, but nothing was done. I called back the next week to set an appointment to have the Jeep go in to have the rotors either fixed or replaced and to have another key made. The appointment was scheduled for Thursday, I had the car there on Wednesday after closing, ideally this was for Thad and his team to tackle what was needed. I asked Thad when I set up the appointment if the car would be done by 5pm that same day, he assured me it would. Thursday was filled with several phones calls regarding the work that was needed. Thad quoted me a price for the routers, I was stunned, and why would I have to pay a price for anything on a car that I was just delivered the week before? I held my tongue when Thad told me I was to call my salesman to see if the dealership would pay for it. When I called Terrell he assured me that he would take care of it. Which to my knowledge he did until 3pm when I had to call Thad to ask for the status, he told me that the service department could not find the locking key for the nuts on the tires, I am thinking at this point this a Jeep dealership!? Why on earth wouldn’t there be another key somewhere? I told him that the key for my car was in the glove box inside the owner’s manual. Thad told me that my Jeep would not be ready that day, when I told him how much of an inconvenience that was, his response was that I could pick up the car and make another appointment later. I have never been more disappointed with Kelly, at least up until that point. Friday, day two, service had my newly purchased Jeep, I received a call first thing that morning. Thad explained that they found my key lock and they could re-surface my routers, this would stop the noise and the vibration. When I asked about the key, I explained that Terrell was offering me a discount to have it made, Thad told me to call Terrell to confirm the amount of the discount. I asked Terrell to call Thad to work everything out; I was tired of feeling as if I were in the middle which is CLEARLY where the customer never belongs. I waited anxiously for someone to call me to tell me when it was done, I never heard anything. When I called Thad back he confirmed it would be done by about noon. I came in paid for the key and walked out. My patience was wearing extremely thin and I didn’t want to release my frustration on someone who didn’t deserve it. Walking out to my Jeep and driving away, I couldn’t see out of the rear view mirror, the compartment in the trunk was tied up and the spare tire was exposed. When I unhooked it to close it, there was an aerosol can of refresher rolling around. I felt that this was extremely inappropriate. The day after all this, Saturday, I started hearing a loud screeching noise coming from my brakes, my emotions ran so high I was shaking, with disappointment, anger, and mistrust. When I called the dealership that morning, I left a message for the service department. When I received the call back, I wasn’t even addressed by name – I was asked to just call in Monday morning. I had the noise looked at and fixed by my mechanic that day, since the dealership clearly didn’t wish to be burdened by my concern. I have never felt more devalued as a customer. My time was not considered any of my recent transactions with Kelly sales or service. My newly purchased vehicle was there for two days longer than it should have ever been, and I had to pay out of my pocket for both an additional key and floor mats. Working in customer service I know how important it is to express how you value your customers, to ensure they stay customers for life. This experience has blackened those previous years of a satisfied customer relationship. I am not sure where the ball dropped in my experience, all I can tell you is the end result of this transaction is an extremely disappointed and unsatisfied customer. I am not feeling confident in Kelly’s integrity at this point, from a service and sales stand point. I sent this same note to the service manager Dan Moyer and have yet to receive a response. More

Honest Service Dave Vrabel has been my contact with Kelly service for the past 6 years. Although Kelly has serviced my vehicle since purchase, years of experience ha Dave Vrabel has been my contact with Kelly service for the past 6 years. Although Kelly has serviced my vehicle since purchase, years of experience has made me weary of "dealer service" as I always felt they pushed unneeded service. With Dave, I always get an honest assessment of service due and have never felt "taken advantage of" with any dealings. I generally am in and out in short time and appreciate that kind of attention. Mike Frazier More

Sold a lemon Purchased a used Jeep. Had to return the Jeep in one week because of the battery. New battery and work cost me over $300. Then was informed of broken Purchased a used Jeep. Had to return the Jeep in one week because of the battery. New battery and work cost me over $300. Then was informed of broken gaskets, estimate over $500. Brakes are worn, transmission is funky and black tape was put on to over up a rust spot. I will nor my family ever purchase a car from this group. Manager never returned any of my calls or emails. More

Dave Vrabel was wonderful I had an emergency service for my daughter's jeep on the day she was supposed to drive 5 hours to her new job in another state. I was so worried the c I had an emergency service for my daughter's jeep on the day she was supposed to drive 5 hours to her new job in another state. I was so worried the car would not be safe for her to drive, plus not allow her to leave on time. I was rather emotional and upset, but Dave was wonderful. He could see I needed the car to be done, got it into service immediately, and gave me updates as I sat in the waiting room for 4 hours. He was kind, thoughtful and did an absolute wonderful job dealing with servicing the car as well as calming me down. He is to be commended and highly prized by your company as an outstanding employee and human. I highly recommend him and your service department. Many thanks, Karen More

Town & Country Lease Anthony made the experience on purchasing another lease easy and enjoyable. He was extremely friendly & personable. He knew exactly what we wanted & t Anthony made the experience on purchasing another lease easy and enjoyable. He was extremely friendly & personable. He knew exactly what we wanted & the price range and made it happen. It was a pleasure dealing with him. We will definitely be returning and asking for Anthony. More

Happy Jeep Owner Very personable & hard working group of people. Stan was outside waiting to greet us with the car I picked out parked & ready to be test drove. He kne Very personable & hard working group of people. Stan was outside waiting to greet us with the car I picked out parked & ready to be test drove. He knew everything about it & was very helpful with any questions I had. They got me a fantastic interest rate & an affordable payment. When I am ready for my next car, I will be making the 11/2 hr drive to Kelly for sure! More

A great buying experience! Bruce and the entire team at Kelly made our buying experience enjoyable and hassle free. I was very nervous as my last car buying experience did not g Bruce and the entire team at Kelly made our buying experience enjoyable and hassle free. I was very nervous as my last car buying experience did not go well. Bruce patiently and knowledgeably addressed all of my worries and concerns. He directed my husband and I toward the right car for us. We are very happy with our new Dodge Avenger! Bruce's professionalism, friendliness, courtesy and knowledge made this a very positive car buying experience. We highly recommend Bruce and Kelly Car and Truck to anyone looking to purchase a vehicle. More

Excellent....!!!! Once I arrived at the dealer, I saw the car I wanted parked ready for me to look at. Stan was the first one to greet me and he is a really well manner Once I arrived at the dealer, I saw the car I wanted parked ready for me to look at. Stan was the first one to greet me and he is a really well manner and experienced sale associate. Went for a test drive, everything was awesome. The whole time I was there it was great and the employees there were friendly. The finance guy name John was awesome because he took his time looking for the lowest interesr rates for me. I will definitely let friends and family know about this place....... More

Do your research! And bring someone who knows cars! Wouldn't come back to get a car here. Went through 2 used cars, false documents, and a bunch of other headaches.. Bring someone who understands pape Wouldn't come back to get a car here. Went through 2 used cars, false documents, and a bunch of other headaches.. Bring someone who understands paperwork, contracts and cars! Trust me. LOOK OVER EVERYTHING! More

One happy Customer Jude & Brian were awesome! They worked the numbers to get us in to our dream car and were very friendly and down to earth. We had a great experience a Jude & Brian were awesome! They worked the numbers to get us in to our dream car and were very friendly and down to earth. We had a great experience and we would definitely recommend them to everyone. Thanks again Jude &Brian I am in love with my Wrangler. More