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Key Chrysler Dodge Jeep Ram of Lebanon - Service Center

Lebanon, NH

3.4
10 Lifetime Reviews Review Dealership

10 Reviews of Key Chrysler Dodge Jeep Ram of Lebanon - Service Center

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October 15, 2020

"DO NOT GET SERVICE FROM THIS DEALERSHIP. Dealer had my..."

- Samnelson3414

DO NOT GET SERVICE FROM THIS DEALERSHIP. Dealer had my vehicle for 4 months. Only called me twice to tell me I owed them money. I had to call multiple times, leave messages and contact the GM for a response. They did provide a loaner (that was provided after a month). Towards the end they told me I needed to pay them for 2 batteries (that were functional when arrived). They finally replaced the batteries with the cheapest version available. The batteries were an icing on the cake to to a 4 month blackout in communication. Now, after the battery debacle I have recieved the truck back from them "cleared"... yet now it leaks oil. I brought it back to them and they fixed an O ring. Got it back for a second time with a note in the service records "small leak from oil pan". Now, on the second trip it is leaking so much oil (still from above the oil pan) that it has sprayed all over the front axle and onto the brake assembly on the driver's side. I will be going to a different dealership due to their incompetance.

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Recommend Dealer
No
Employees Worked With
Chris white- service manager, Dan ambrose- GM. Scott from service was phenomenal
Oct 21, 2020 -

Key Chrysler Dodge Jeep Ram of Lebanon responded

Mr. Nelson, I am sorry to hear that your visit with us did not meet your expectations. In order to fully inform the general public who may be reading this review, I feel it would be fair to share a few pertinent facts surrounding the situation which your review omitted. We were tasked with repairing your truck in correlation with your non-Mopar third party extended warranty company, a duty which we commonly encounter and generally welcome since it means that the financial liability for the repairs do not fall on the customer. The standard procedure for any extended warranty contract would be to provide the estimate of needed repairs from the dealership and then receive an authorization or have a field adjuster dispatched to verify the failure if the repair cost is over a certain threshold. In the case of the diesel injector pump which required replacement on your truck, the price was high enough to trigger such an inspection in which we demonstrate the failure to the field inspector prior to issuing approval. Due to COVID travel and staffing restrictions on the end of the extended warranty company, the process which is generally completed within 48 hours took weeks to complete as the vehicle sat on our lot without progress. We regularly called Century for updates, but were provided nothing until the day that the adjuster arrived. We were not authorized to make any repairs to the vehicle until they provided an authorization number. Upon confirmation of our findings, the third party Century extended warranty agreed to the repair, but opted not to source the original equipment injector pump from our parts department. Rather, they sent us a remanufactured unit from their vendor for cost savings (an option provided to them in their contract guidelines). This decision had two negative implications on the repair. First, was the fact that it took longer for them to ship their part to us. Second, the grey market pump which they supplied did not generate the specified amount of pressure to allow the truck to run while also causing a secondary failure in line. This caused the need for significant additional troubleshooting and also required us to send the pump back to have the defect verified. After all this had occurred and months had now transpired, they finally agreed to install the proper part sourced by our dealership. The entire repair process was hindered significantly due to the decisions made by the warranty contract which you purchased from a different dealer group. Unfortunately, we have no option but to comply with their procedures if you as a customer wish to have the repairs paid for by the contract. To address the batteries concern, they were produced in 2011 and whether or not they functioned prior to arrival is not the question, but rather what the typical life expectancy on a battery would be. As a result of the extreme wait time generated by the red tape of dealing with your extended warranty during COVID, the batteries discharged while on the lot. The dealership agreed to replace the batteries at no charge to you after you confirmed that doing so would fully resolve your concerns. To take issue regarding the quality of the batteries provided at no charge or the three months of courtesy rental vehicle also without cost extended shows readers of this review the character of its writer. We can rest assured that the Key Auto Group has done everything possible to get your vehicle on the road and remedy your concerns amid a difficult time in our country’s history.

February 01, 2020

"very, very ,very poor Service Dept."

- dburrington

Say what you want about Miller Auto, but I had great service through 6 Dodge Pickups. My experience this week with Key has been unnecessary, discourteous, unprofessional and with complete incompetence. Appt. scheduled for 10:15am, truck there by 9:30. No call all day. I called several times, kept getting vm. Went there at 4pm and truck not done, needed a broken caliper replaced and pads. I asked why I was not called to ok the repair and got nothing but excuses and adamantly asked to leave the veh for another day to complete repairs. Now we are into next day 3pm and still no call. I called and service manager did not know the status, had to call me back. 1 1/4 hrs later I had to call back, and was told still not done, same excuses, but could pick it up Sat. What? Service isn't open on Sat. and who is going to answer my questions? no one! I called Sat. "status unknown". Pickup on Monday. Overbooking? You bet! And I'm not the first. You have a big problem that needs fixing. I want a mechanic to start and finish the job on my vehicle, not bounce around from one veh to another. I would very much like to personally speak with Dan Lagrange when I come in on Monday Feb 3. I also want a full breakdown of Parts, Labor and cost of Everything. ...Dianne

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No
Employees Worked With
Service Manager
May 14, 2019

"Poor service experience "

- Ram guy

It took 3 calls over the course of 4 days to speak with someone. Vehicle was promised at 4:00 and never got it until 5:30. Oil hand print inside can and all over tires taken off. Was never given a clear explanation of bill after asking.

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Recommend Dealer
No
Employees Worked With
Don’t know names
May 16, 2019 -

Key Chrysler Dodge Jeep Ram of Lebanon responded

Hello this is dan lagrange the gm here at key. It sounds like this is a service transaction. I would be happy to look into it and see where we missed. Please message me your phone number and we can make sure we get it right in the future Thank you

May 08, 2019

"Just visiting in trouble!!"

- max30feet

I am from Washington State visiting Vermont to see our first grand daughter pulling our 34ft 5th wheel when my transmition in my dodge diesle 2500 would not shift out of 4th gear. I took it into Key Chrysler Dodge of Lebanon and spoke with the service manager. I told the service manager my problem and she informed me that they were busy but she would try to have her service tec take a look at it ASAP. I left my truck with them on Saturday morning and by the afternoon they had taken a look at my transmition and made a list of parts needed to fix the problem. I told them to go ahead and get everything needed to fix the transmition problem and also fix a head light and fog light that had gone out on my trip. The service tec also noticed on a inspection that my upper ball joints needed to be replaced soon if not now. The service tec said that it would be easy to do while the other work was being done so I said go for it. Well to make a long story short, they repair my truck as soon as the parts came in and I was back on the road within a week. I allways have have dodge do all my work and have never seen a dealer that wasn't busy. Key Chrysler Dodge went out of their way to get the repairs done to my truck ASAP which was very appreciated. I would like to thank them and tell them that their service manager and tec was very proffesional ahd honest to take care of me and get me back on the road. Thank You Barry Taylor Retired Navy Speacial Forces

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Recommend Dealer
Yes
Employees Worked With
Service manager Heidi and your great transmition tec who's name I do not remember but can blame it on a seinor moment!!
May 07, 2019

"A wholly satisfactory experience."

- bill_bokermann

I went to this Key dealership to have the winter tires switched out for the summer tires (mounted and balanced) on my Jeep. This service was performed efficiently at a fair price despite an unexpected glitch, which was addressed promptly and professionally by the Service Advisor (Tammy Carpenter), with whom I had similar good experience in her previous similar role at Miller Volvo, where I have my Volvos serviced.

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Yes
Employees Worked With
Tammy Carpenter
May 03, 2019

"great job, efficient and thorough"

- JULIACD603

all work performed was exceptional, enjoy owning my jeep, rides smoothly, economical well worth the investment. would recommend Key CDJR to anyone interested in purchasing a jeep

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Recommend Dealer
Yes
Employees Worked With
Serv. Adv., Heidi Hathaway
April 30, 2019

"Recall and Warrantee work"

- JENNIFER.MORSE

My truck was brought back 2 times to get service work. Which ended up being there close to a month. Very frustrating as you have a $700.00 a month payment. When you have an appointment for work to be done, it shouldn't take 4 weeks. Then they wanted to charge us $300.00 for the warrantee work. Which was all covered. Communication is a problem too! :-(

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Recommend Dealer
No
Employees Worked With
Dodge Service Dept
April 30, 2019

"Great Service and Follow Through"

- Jeff106

I got to meet Heidi through the service process and it was a total pleasure. I genuinely felt that she cared about my experience and the quality of the service that I received on my Jeep Wrangler.

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Yes
Employees Worked With
Heidi
April 30, 2019

"Service & Full Detailing (Recon)"

- TMUTTITT

Jeep was ready on time with all services completed. The spring detailing (recon) looked great. The Service Manager also offered to have the Recon person review his work with me -- it was a nice offer but not needed. Overall, an excellent service.

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Yes
Employees Worked With
Chris Baranowski
April 30, 2019

"they were very nice but couple of issues..."

- Renagade

All the staff were very nice and helpful. Just a couple of things: my "change oil light" notice wasn't reset and my car seat wasn't put back in position. I still can't get it how it was, bit of a pain. They also offered to wash my car when I went to pick it up which was nice-but truthfully other car service places I've gone to just do that without asking. it was only 10 minutes more or so.

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Recommend Dealer
Yes
Employees Worked With
Apologies but I cannot remember their names-the man at service desk and the service mgr. (a lady) were very nice and helpful
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