Hill-Kelly Dodge Chrysler Jeep Ram - Service Center

About four months ago we brought our Cherokee to Hill-Kelly Dodge due to an engine light turning on, only at highway speeds, and the car going into limp mode. During the first visit, we were charge Hill-Kelly Dodge due to an engine light turning on, only at highway speeds, and the car going into limp mode. During the first visit, we were charged a diagnostic fee of $125, and quoted $1300 to replace cam shaft sensors. We had the repair done; however, this did not fix the issue. We reached out to Hill-Kelly Dodge again, and spoke to our service advisor Brian Chicco. At this time, I would like to point out customer service is a huge thing and Brian lacks it, but if you ignore 75% of what he is saying, you can get some decent information. After Brian provided me about several dozen possibilities of the problem, he said he'll get a tech to look at it. Several days later, I received a call back asking approval to break down the engine. This was approved and the tech discovered a bad oil pump. Fortunately this was under warranty and it covered the $2300+ repair; however, Brian mentioned it will take a week for them to start on my vehicle because the tech assigned to my car was scheduled on another vehicle they had since December, and the owner of that vehicle is leaving terrible feedback. So, I waited, and I called back a week later, then asked if they started working on my vehicle. Brian stated, the same tech mentioned above had a family member that died, and is out, so it'll be another week. As you can tell, Brian is a bit strange. A week after that, they replaced the oil pump and I received my car only to find out it wasn't fixed. This time I didn't take it back immediately, but called them to provide them an update and drop off date since I had family in town and took a week off of work. During this week, I drove to the beach everyday and stayed off the highway so my car doesn't go into limp mode. After vacation was over, I dropped it back off at Dodge. I then received a call from Brian stating my car had a ton of good starts and told me to take it somewhere else, since there doesn't appear to be a problem. I reminded him when the problem occurs at highway speeds and mentioned I didn't drive at those speeds, but he seemed to have a case of amnesia when it came to this. I then requested a service manager and he too noted that they needed the engine light to be on; however, he attempted to get the engine light on by taking my car home with him that night since it's a long commute for him which isn't a problem with me, but it didn't work. The next day I requested another manager, which lead me to the new Operations/Service Manager James from Atlanta that was only on the job for a week. I provided him some feedback with everything I mentioned above, so he was aware what he was inheriting. He appreciated the feedback and mentioned if the check engine light turns back on, then bring it back and he will do whatever it takes to take care of it. At this time, I didn't leave any feedback, but my spouse did. We then dropped the car off to another dealership, which immediately encountered the code and notified me. I then reached out to James at Hill-Kelly Dodge and left a message. I received no return call. I then called back and left a message with the clerk. Several minutes later, James called me back. He rudely asked why I'm calling and asked me about a negative review. I responded by stating I didn't leave any negative review, and then he pointed out that my spouse did. I stated that the review can be rectified, and then started stating the reason for my call, and provided him an update of my vehicle. He asked if the car was doing the same thing, and I said yes, and asked him what he would like to do about it. He responded angrily and stated he could send me over to scheduling but they are a month or so out, then stated he will not be blackmailed or threatened with negative feedback. I stated whatever feedback you earn is on you, and I will take my car elsewhere and hung up. I'm confused why Hill-Kelly Dodge took a step backwards in customer service and hired an Operations Manager lacks it or doesn't put it first. More

great job! our car was worked on and complete within 6 hours and we got it back good as new. very professional and friendly. they answered all our questions and made sure we were taken care of hours and we got it back good as new. very professional and friendly. they answered all our questions and made sure we were taken care of More

Friendly & fast. It does not take 25 words to describe friendly & fast!Ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto friendly & fast!Ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto,ditto More

Brian is the reason we are such loyal customers. The service we receive is always perfection. My cars radiator went out. And Brian was “I got u” we’ll fix it. No problem. And for someone who didn’t know service we receive is always perfection. My cars radiator went out. And Brian was “I got u” we’ll fix it. No problem. And for someone who didn’t know what was going on. He explained it all very clearly. He has always treated us like family. Thank you so much Brian. More

Excellent customer service every time I come in to do anything from making an appointment to buy my car and all in between. I love the customer service. anything from making an appointment to buy my car and all in between. I love the customer service. More

I just got a oil change, everything went fine. I don't need 25 words to say everything went fine. It was better than this stupid survey. need 25 words to say everything went fine. It was better than this stupid survey. More

When another dealer could not fix my truck I was frustrated . Brian listened to what my concern was and explained in an easy to understand manner of what your technician found . Instead of 3 times a frustrated . Brian listened to what my concern was and explained in an easy to understand manner of what your technician found . Instead of 3 times at another dealer he made sure your dealer got it right the first time. He has definitely earned my business and I will drive out of the way for good service More

Purchased a new grand Cherokee here. Salesman Will was great. Discovered the rear spoiler was loose. We scheduled a service appointment. Also had the oil changed. After two hours, the service advisor stat great. Discovered the rear spoiler was loose. We scheduled a service appointment. Also had the oil changed. After two hours, the service advisor stated the vehicle was ready. I checked the spoiler and it was still loose. I asked why it wasn’t fixed and she said they don’t do that in the service department, I would have to schedule an appointment with the body shop. My initial appointment was for the oil change and spoiler repair. I went back to the body shop and they looked at it and said they could fix it and told me it would cost about $100 to diagnose. I told them it’s under warranty (just had first oil change) and they said I would have to take it to service to get fixed. I explained I just spent two hours there and they said I should go see the service manager, Mr. Hutton. I saw Hutton and he gave me his card and told me to contact him and he would schedule the appointment and take care of everything. He apologized for the poor experience. We emailed Hutton and he scheduled the appointment. He offered to let us use his demo while our car was repaired. (Did this by email). We arrived for our appointment and Hutton was no where to be found. We had to spend an hour getting checked in and getting a courtesy car (not his demo). When the car was ready later that afternoon I picked it up and there were hand prints all over the back of it. I wanted to talk to Hutton about why he didn’t provide a car like he said he would and made us wait an hour to get a courtesy car, but he disappeared into his office and closed the door. He knew I was there because I looked right at him but he ran away. I called him but he won’t return my call. We have had a history of poor service at this dealership. We won’t go back. If you promise a good service experience to make up for the last horrible experience, then just deliver. Hutton not only failed to deliver but refused to talk to me about it. Hutton had offered his demo because he knew we had an appointment to get to and had already wasted hours trying to get the issue resolved. He never spoke to us when we were there. We did deal with a lady named Beth who was very nice. More

Aaron is my service advisor and has always been prepared for my appointments. My concerns were addressed in a timely manner the problem I was experiencing was resolved to my satisfaction. for my appointments. My concerns were addressed in a timely manner the problem I was experiencing was resolved to my satisfaction. More

They did a great job. Were fast and explained what services were going to be done. I Would recommend a service to friends and family. services were going to be done. I Would recommend a service to friends and family. More