Hill-Kelly Dodge Chrysler Jeep Ram

People were nice and I really liked and appreciated the waiting area. I would definitely recommend this location and will be back for future assistance. waiting area. I would definitely recommend this location and will be back for future assistance. More

Dealership and service dept very helpful in solving my issue Service manager David del Regato extremely helpful and professional Problem was solved Thank you very much issue Service manager David del Regato extremely helpful and professional Problem was solved Thank you very much More

I was skeptical about buying because of my past experiences being put in cars that end up not-so-great but Mike assured me I would be taken care of properly! Hill-Kelly Dodge was absolutely wonderf experiences being put in cars that end up not-so-great but Mike assured me I would be taken care of properly! Hill-Kelly Dodge was absolutely wonderful to me. Highly recommend! 5 stars and 2 thumbs up!! More

Small (?) things are regularly missed on service. On two visits for oil/tire rotation I requested a 5-tire rotation; both times only a 4-tire rotation was done. I complained and and only the spare tire was visits for oil/tire rotation I requested a 5-tire rotation; both times only a 4-tire rotation was done. I complained and and only the spare tire was swapped - not correct. The second time I did not bother to complain. On a third visit I had a battery replacement done under warranty; service signed off on a multipoint inspection that stated bringing the tires to correct pressue; this was not done! All tires were 5 psi low as they were when I took in the car! So, what else do they miss? No way to say. More

Very Poor Customer Service In July 2017, the radio/navigation system in my 2015 Jeep Grand Cherokee Altitude stopped working and Hill-Kelly Dodge (Hill-Kelly) in Pensacola repla In July 2017, the radio/navigation system in my 2015 Jeep Grand Cherokee Altitude stopped working and Hill-Kelly Dodge (Hill-Kelly) in Pensacola replaced it. After a family member picked up my Jeep, we noticed a large amount of thick, black grease on the driver’s side seat, carpet, and door sill. I called Hill-Kelly and spoke to the service manager (I do not recall the service manager’s name), but he was very nice, apologized, and offered to clean my Jeep. I advised I wanted to make him aware of the grease and did not want to have to return to have it cleaned. He then offered a free oil change, which I never returned to receive. If Hill-Kelly did not care enough to ensure they returned my vehicle to me in the same condition it was prior to their repair, I did not trust them enough to return for the free oil change. Just over 2 years later, in November 2019, my navigation system stopped working again—only 3 to 4 months out of warranty. Due to the convenience of their location, I decided to give Hill-Kelly another chance. While any 1 or 2 of the following events could have easily been dismissed, the cumulative events surrounding my recent experience with Hill-Kelly prompted me to take time to provide this review. I made an appointment for 7:30 am on 12/02/19, hoping I could get in and out early. The check in procedure was disorganized and untimely. I waited behind approximately 6 other vehicles for nearly 45 minutes before the check in procedure began. Once I arrived at the front of the line, I waited for assistance and no one came. After waiting for the only employee in view to finish talking to another customer, I approached him and told him I was there for my appointment. Approximately 1 hour after my scheduled appointment time, I was checked in. I was then informed they would need to keep my vehicle to run diagnostics and offered a courtesy ride home. I then waited for over 1 hour before asking how long it would be before I could get a ride home. The service advisor, Aaron Turberville, called someone and they picked me up within 15 minutes. Later, Aaron called to inform me my radio needed software updates (1 of which was released in November 2019). He told me it would cost $380 for the updates and “the radio may need to be replaced if it crashes in the midst of the update.” He confirmed that if my radio crashed I would need to buy a new radio and I would still be responsible for the $380 software updates (So, if my radio crashed, did I get the updates I was being charged for? Hmmm). After some online research, I discovered several people encountered similar issues in November 2019, following the software update. I was fortunate to find a forum advising customers with the same issue to contact UConnect and Jeep Customer Care. My 1st call to UConnect revealed the November updates and “glitches” caused the GPS to cease to be able to locate itself, but neither UConnect nor Jeep were assuming liability. It did not make sense to me that I was responsible for the financial burden of repairing or replacing my radial resultant from the update “glitches.” I called Jeep Customer Care and spoke to a wonderful man who informed me that I should not be responsible for any costs associated with the repair and/or replacement of my radio, even though it was out of warranty. He put me in touch with another wonderful man at UConnect who promised to fix the issue at no cost to me, even if the radio had to be replaced. I spoke to Jeep Customer Care and Uconnect multiple times during my ordeal with Hill-Kelly and both of these men were professional, understanding, responsive, and extremely efficient in helping me. My Jeep was not ready at the end of the day on 12/02/19 as promised. I spoke to Araon at Hill-Kelly and explained to him that both Jeep Customer Service and UConnect stated I should not be responsible for any costs associated with the repair/replacement of my radio; however, he seemed to have no knowledge of the recent issues with the November software updates and offered no assistance in helping resolve my issue. Despite what I had been told by Jeep Customer Service and UConnect, Aaron continued to tell me my radio was out of warranty and I would be responsible for all costs associated with the repair/replacement. Hill-Kelly required nearly 2 full days to install the software updates. After paying $352.65 for the software updates and immediately upon leaving Hill-Kelly’s parking lot, I noticed my navigation system was still not working—it continued to show I was driving somewhere in the Gulf of Mexico, even though Aaron reported it had been tested. Very upset with the time it had already required to attempt to get my issue resolved and the obvious failure of Aaron to ensure that my navigation was working correctly, I called Hill-Kelly and informed them I would be returning and would like to speak to the service manager, Ginger Wiggins. I felt Aaron was of no assistance in helping resolve my issue, and requested to have him removed as my advisor. While waiting for Ms. Wiggins, Aaron informed me I needed a new radio. I met with Ms. Wiggins in her office and voiced my concerns regarding my experience with Hill-Kelly, especially their unwillingness to advocate for me, their customer. Ms. Wiggins barely looked up from her computer as I voiced my concerns and demonstrated minimal concern regarding customer satisfaction. Her nature was defensive and, during our conversation, she told me I had a history of complaints with Hill-Kelly and cited the phone call I made in 2017 regarding the previously-cited grease incident. She also told me that neither Jeep Customer Care nor UConnect had anything to do with Hill-Kelly and continually informed me Hill-Kelly had great customer service ratings and that I was one of the few to complain. In addition, she repeatedly told me my scheduled appointment was not really an appointment, but rather an arrival time (so, you want me and several others to arrive 1 hour early just to sit and wait until an employee arrives to check us in?). After countless phone calls with Jeep Customer Care and Uconnect, numerous phone calls to Hill-Kelly from Jeep Customer Care and Uconnect on my behalf, at the very end of our conversation, Ms. Wiggins told me Aaron planned to replace my radio at no charge and she approved it. I do not know why she waited until the end of our conversation to share this with me, but I whole-heartedly believe that without Jeep Customer Service and UConnect on my side, Hill-Kelly would not have replaced my radio free of charge (they had already charged me $352.65 for software updates that did not work). Moreover, from my first contact with Uconnect, they assumed sole responsibility for the charges associated with the software updates and new radio and, from the beginning, they communicated this with Hill-Kelly. It didn’t end there—after talking to Ms. Wiggins on 12/04/19, she said they would order my new radio and that she would contact me directly when it came in. I did not hear from Ms. Wiggins and approximately 2 weeks later I contacted Hill-Kelly to inquire about my radio. I was told several customers’ radios were back ordered. I waited 2 more weeks and called them again. This time, they told me there was no record of my order. I immediately contacted Jeep Customer Service (who contacted Hill-Kelly) and subsequently, Ms. Wiggins called me. She told me my order was placed on 12/12/19 (it was supposed to have been placed on 12/04/19 after I spoke to her the first time) and that it was out for delivery that day. I do not believe they ordered my radio until I called to inquire about it the first time (on 12/04/19). So Hill-Kelly dropped the ball yet again. I expected my Hill-Kelly “advisor” to be well-informed regarding UConnect’s software update issues, which resulted in my personal radio/navigation issues, which he was not. I also expected Hill-Kelly to treat me as a valued customer and to advocate for my concerns, which they did not. I feel strongly I would have walked out of Hill-Kelly owing well over $2,000 for software updates and a new radio/navigation system if I had not advocated for myself, and if I had not been lucky enough to find assistance from Jeep Customer Service and Uconnect. Moreover, Ms. Wiggins demonstrated minimal concern regarding the quality of service Hill-Kelly’s service department provides. Long story short, Hill-Kelly failed to meet my customer service expectations time after time. Score: Jeep Customer Service and Uconnect 10: Hill Kelly 0 More

It was like Night and Day This review is a little late in coming but better late than never, Long Story incoming I had my RAM 2500 stolen in August and recovered by the This review is a little late in coming but better late than never, Long Story incoming I had my RAM 2500 stolen in August and recovered by the Sheriff Dept. Unfortunately the thieves held on to my key. I knew this and took it in to be rekeyed at the FWB Dealer (Step One) They assured me that they had reprogrammed the keys but they had just added extra keys with the same programming. It was promptly stolen again. When it was recovered a second time Step one refused to redo their work or make anything right without charging me a second time for what I had already paid for. Step One is incredibly incompetent and unorganized, so I started looking out of town for help I called and reached Micheal the service writer who immediately understood my issue and I could tell that he was very knowledgeable. I told him I was on my way. Every thing about Hill Kelly is better. The dropping of point is clean, there are quiet offices to talk about whats going on with your vehicle. I received expert advice and assistance and decided to replace my batteries and tires at the same time. The biggest surprise was getting a call from the dealer and Micheal told me that the final price was actually less than quoted! I will definitely be back and tell my friends More

Very honest and hard working man. Could not have asked for better service and the time he put in to get me my challenger. Definitely gonna buy from him again. for better service and the time he put in to get me my challenger. Definitely gonna buy from him again. More

Once again Mike has worked with me and my family to get us in the cars we wanted to purchase.Mike is very professional and accommodating and understands people's situation if he can't help you nobody can 3 us in the cars we wanted to purchase.Mike is very professional and accommodating and understands people's situation if he can't help you nobody can 3 vehicles have been purchased with Mikes help go to Hill Kelley Dodge and ask for Mike Glover More