Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to buy a new tire because an employee of this business used a razor to cut my tire unrepairable. I refused the service of purchasing tires from them and I paid for it. This happened today 6/23/25. I had to drive to two locations to get the right tire. I stopped 4 times spent $40 of gas 89 and missed a photo shoot for my new grandbaby.

  Business Response

  Date: 07/01/2025

  We appreciate the customer reaching out and bringing their
  concerns to our attention. We understand how frustrating tire issues can be,
  and we want to make sure that they are  fully informed about what we found
  during the visit. After thoroughly reviewing the situation, including our
  inspection notes and the photos taken during service, we confirmed that the
  customer’s vehicle had 2 nails in the right rear tire and both rear tires
  showed signs of significantly low tread. These factors are consistent with wear
  and road hazards, and not with any kind of intentional damage.
  We want to reassure that we take great care when servicing
  every vehicle and treat all customer’s property with the utmost respect. Based
  on the evidence we documented, there is no indication of razor blade damage, or
  any damage caused during his time with us. Thank you for the opportunity to
  clarify this matter.
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Hill Kelly Dodge to make an appointment to bring my car in to be fixed. I have a message saying I need to service my shifter, and to take a look at the cruise control. When I called, they said it would take 3 days to fix my car; Naturally I need a rental car so I’m not without transportation. I brought my car in 9/11/2024 and picked up my rental car that day. I was only allowed 3 days for the rental car for them to fix my car, two days go by still haven’t heard anything about my car. When I call, they say my car needs a software update for the cruise control and they needed to order a part for my shifter. I tell them to go ahead with the update and when I picked my car up the next day we will order the parts for the shifter. When I pick my car up they told me the update didn’t fix the cruise control (they did not charge me for the update) that I would need to order another part. I tell them to wait on that and I paid for the part for the shifter to be ordered on 9/14/2024. When the part came in, I sat at the dealership all day, for them to tell me the part they ordered was a “junkyard part” and they wouldn’t install it. When they went to order a new part for the shifter, they informed me that the part is discontinued and they can not fix my car. When they told me that news, I asked them to order the part for the cruise control so we can at least get that fixed. I brought my car in again, sat at the dealership all day AGAIN for them to tell me the part they ordered was faulty and did not fix the issue. I politely asked for a refund and can not seem to get ahold of anybody to take care of it. I go in person to ask the service manager if he can do anything about it, this was 11/13/2024 he told me if I have not heard anything to give him a call in a week. I called on 11/18/2024 for a follow up because I haven’t heard anything. I got no answer, so I left a message upon no call back.

  Business Response

  Date: 01/02/2025

  Ms. ***** was contacted on December 19, 2024, and following a discussion to clarify what had transpired, arrangements were made for her requested refund.

  Customer Answer

  Date: 01/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22707085, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rebekah *****

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service department, and in particular the service manager, has refused to repair a defective part on my vehicle which has the potential to cause my vehicle to burst into flames, which may result in the loss of life for anyone riding in the jeep and may also cause property damage if left unrepaired. I have saved a copy of a voicemail from the service manager clearly stating that they would not repair the vehicle in a tone of voice that was unnecessarily aggressive, rude, and unprofessional. When I refused to pick up the vehicle, after they failed to fix it, the service manager had it delivered to my home, absent of any concern for our safety or the safety of the community here. They don't even care if they kill their customers.

  Business Response

  Date: 07/12/2024

  Our
  goal is complete customer satisfaction for our customers as we value our
  customers, and we appreciate the opportunity to clarify this matter. The
  customer brought his vehicle to our dealership for the first time on July 9,
  2024, requesting we perform four open recalls on his 2015 Jeep Cherokee. Per
  the manufacturer instructions, we completed all the recalls for which we had
  resources available.
  

  The
  only recall not entirely completed was the Power Liftgate Module (49a) recall.
    For the Power Liftgate recall, the manufacturer instructs the
  dealership to inspect first and if there is evidence of corrosion, we are
  instructed to order the module. The manufacturer states on their recall
  instructions that it is expected that only a small percentage of vehicles
  globally will require the replacement of the power liftgate module. Dealers are
  instructed by the manufacturer to not order the module unless the vehicle is
  known to have corrosion in the power lift gate module electrical connectors.

  In our customer’s case, we performed the preliminary inspection and noted that
  the module was needed. The parts were ordered for this last remaining recall,
  and we returned the vehicle to the owner while awaiting the parts necessary for
  this repair. The parts are on national backorder with a time of arrival
  estimated to be around the 9th to mid-August. However, the arrival
  date could be later given labor shortages, shipping delays and supply chain
  disruptions that dealerships have experienced with receiving manufacturer parts
  in recent years since the pandemic.  
  

  The
  vehicle owner was dissatisfied with our denial of his request to keep his
  vehicle at the dealership while awaiting the part, and he began a very
  aggressive harassment of multiple dealership personnel which regrettably
  resulted in our terminating his business relationship with Hill-Kelly Dodge,
  Inc. We reserve the right to refuse service to those who are disruptive to the
  dealership and to our employees. He may seek the repair of the remaining recall
  at any Chrysler Dodge Jeep dealership. 

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hill Kelly will no honor the warranty that was provided on a new vehicle from Jeep/Chrysler. They do not provide loaner or rental vehicles when their defective products need repair even though it is clearly stated in their service contract. They are extremely hostile toward people with disabilities and are of ethnic backgrounds.

  Business Response

  Date: 07/02/2024

  The vehicle has been repaired and the individual that brought the vehicle to the dealership has retrieved the vehicle. 

   

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for issues on my Jeep Cherokee with an appointment scheduled at 7:40am on 3/24/24. A diagnostic was to performed for $180 taking up to 24-48 Hours. We finally got a call back from Alysha on the 28th after the 48hrs they had promised. She went over everything, and we asked her how much it would be to just fixed the service shifter and the check engine light, and she quoted us for $1000. We agreed on doing just those 2 things for that price. Alysha guaranteed us that the car would be finished on Friday by 3 or 4pm the latest. We went in Friday and was told that it was not ready as they promised. They promised us that the car will be done the next day before noon, and the manager Kathy would call us before then. The next day, the 30th, they were late once again. When we went in to pick up our car, they had the wrong key in our file and pulled up someone else's car for us, and told us that the price would be $2183.18 instead of the $1000 we agreed on. Kathy said we missed heard Alysha and they cant get a hold of her since it’s her day off and we would have to wait 2 more days before she comes back. We tried to find a solution because they wont release the car until they receive the payment, but Kathy had very poor customer service did not seem to care and kept trying to push us off telling that there is no one else we can talk to until next week. We also tried to confront her why our key was mixed up with other cars, because this is an security issue, Kathy said its because the colors of the cars was the same, even though they pulled up a black sedan and ours is an orange Jeep. We ended up paying $2183.18 instead of the $1000 as discussed because we haven't had the car for the week and we needed the car to get to work, and to fill a complaint and find solutions on Monday. Harvey the overall manager called me on Monday for the complaint and told me their was nothing they could do. Didn’t try to help whatsoever.

  Business Response

  Date: 04/10/2024

  Our advisor documented that the customer agreed to the
  repairs. We have a text message stating customer approved repairs. Per
  protocol, the customer birth date was provided by customer to show
  authorization for agreed upon repairs to be completed. 

  Customer Answer

  Date: 04/11/2024

  
  
  Complaint: 21527847
  
  
  
  I am rejecting this response because:
  
  I was giving a different pricing over the phone that I agreed to, then what I was told I had to pay when I went to go pick up my vehicle. I approved pricing for $1,000 over the phone that is the price I gave my birthday to approve for. I was not told the $2,000 not even once until I went and tried to pick my car up and was ambushed with that pricing when I was originally told a lower pricing over the phone. 
  
  Sincerely,
  
  
  
  Taylor *****

  Business Response

  Date: 04/15/2024

  (Note the customer's name and DOB have been removed in the
  following information for confidentiality purposes.)
  
  We have a note entered by the advisor in the repair order on
  3/28/24: spoke to (the customer) and she approved the engine oil cooler,
  coolant flush, and the shifter harness for 1979 plus tax DOB x-x-xx – AP 7:39
  AM on 3/28/24.
  
  The above note was entered after the telephone conversation confirming the customer’s agreement to the “service shifter and the check
  engine” work with the agreed upon price.
  
  At 7:46 AM (following the telephone conversation) a text
  exchange ensued, initiated by the customer, which documents a discussion about
  the possibility of additional repairs:
  
  7:46 AM The customer asked for everything recommended for
  repair at this time “besides the service shifter and check engine”;
  10:20 AM Response from the advisor telling her “brakes and
  rotors all around with a brake flush and all 4 tires plus an alignment”;
  10:23 AM Customer replied “Okay thank I want to just do the
  check engine and the service shifter for right now but I need to look into the
  other ones”;
  10:23 AM advisor replied “Yes ma’am!”
  
  We made every effort to get proper authorization for the
  full amount of repair, and we documented her approval. 

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: 21527847
  
  
  
  I am rejecting this response because:when I was told pricing over the phone, I was told pricing was a $1,000 and came to to pick and was told it was a $1,000 more then the original amount I was told over the phone. When I gave my birthday for authorisation it was for the $1,000. We never discussed pricing through text so we messaged about the repairs I assumed it was for the $1,000. I was told one pricing over phone then you over charged me by $1,000 of what I was originally told on the phone. You have horrible workers if they can’t even rely the correct response to the customer and think they can just get away with not giving the actual amount if it was going to be more. 
  
  
  
  Sincerely,
  
  
  
  Taylor *****

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my vehicle in for repairs that are covered under extended warranty. It has been confirmed that it is. The only costs associated with the repairs are the 50.00 deductible and the wipers that I had them replace. While in the shop they had to order parts and the car sat and a rental was provided which was covered under the warranty for up to 7 days. They told me there was a delay, and then tried to charge me for an extra day of the rental when there show was closed and no work could have been done. Then when they said the car would be ready I showed up to return with my children. returned the rental with significantly more gas in it then they gave me. They said the extra day would be an issue and not to worry about it. Went to the check out counter to pay and get my van to find out its not done. They said there was an issue and it wouldn't be ready. I told them I either needed my car and would need to bring it back with the ticket open, or I would need a rental car free of charge so I am not stranded here with my kids. Obviously this is there fault and not mine. They put me in a rental car. Next day they are trying to charge me for a rental car even though it was agreed it would be at no charge. This place doesn't know customer service. Just use common sense and do what is right. Especially do what you say you are going to do.

  Business Response

  Date: 04/09/2024

  We have resolved the customer's concerns to his satisfaction.

   

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my suv towed there 03/12/2024 and I explained that I wanted everything checked under the hood and to let me know if it’s worth fixing before I give up on it. And 03/15/2024 I received an invoice for an diagnostic which only said that I had an dead battery and the worker suggested some kind of compression test which I declined because it was 600 dollars and they couldn’t tell me why they wanted to do the test. So I basically paid for the worker to recommend a test but not actually tell me what was happening under the hood. A waste of $161, and I was told to speak with the service manager and he told me that’s what a diagnostic is. Is just for the worker to recommend other options. He said they don’t use a machine to run testing because it’s old fashion. And also said he could just sell me an engine and charge me an arm and a leg. And maybe that would solve my problem. He was very nasty and told me he declined my request for a refund and that I indeed needed to tow my suv from his place of business before he puts a lien on my title. He was really nasty to me and I really feel like it’s due to me being an older lady . And when he talked to me he basically kept telling me to shut up and let him talk. And that I need to understand they can charge for whatever it’s their business and they have no corporate office and it’s nobody over him and to come get my suv.

  Business Response

  Date: 03/26/2024

  We are in receipt of BBB
  complaint Case #21456086.: Our goal is complete customer satisfaction for our
  customers, and we appreciate the opportunity to address our customer’s
  concerns.
  
  The vehicle was towed in on March 12, 2024. The
  customer stated that the vehicle was blowing smoke out of the tail pipe. The
  customer authorized a diagnosis. After diagnosis, we advised the customer that
  the battery was dead and needed to be replaced. We also advised the customer
  that she has numerous codes stored in the PCM. Our Service Manager explained
  that codes vary widely depending on battery voltage. Therefore, we needed a
  fully charged battery to check for any additional codes. We also advised the customer
  that we needed additional diagnosis time to do compression/leak test to
  determine any failing components contributing to the exhaust smoke. The
  customer denied a battery and further diagnosis.
  
  After
  reviewing this complaint, we understand from our customer’s perspective that we
  did not resolve her repair concerns.  However,
  we disclosed our initial diagnosis fee and we inspected and diagnosed the
  vehicle. The customer denied the additional parts and diagnosis needed.    

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Can a car dealership and the warranty company deny my claim for an engine replacement if the mechanic they (warranty) paid for weeks ago for a different issue possibly made a mistake. Warranty denies my claim because they are blaming the first mechanic for installing a head gasket incorrectly causing catastrophic damage to the engine. Why are they not responsible now, we still have a problem. I bought the extended warranty for this type of issue, i have only owned the truck 6 months.

  Business Response

  Date: 03/15/2024

  
  Thank you for bringing this matter to our attention. The
  customer returned to Hill Kelly on 02.19.24 after receiving repairs from
  D&R and experiencing additional issues. We discovered that the vehicle had
  a blown head gasket and did not perform any repairs. We facilitated delivery of
  their vehicle to the local GMC dealership for repair. GMC and the inspector
  from Protective both delivered the same verdict of catastrophic engine failure
  due to faulty head gasket installation. Given the situation and the determination
  from both the GMC dealer and the Protective inspector, we recommend that the
  customer pursue a remedy with D&R. This is the business that performed the
  repair that GMC and Protective determined to be faulty.

  Customer Answer

  Date: 03/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21405159, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Heath *****

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background:
  I’ve recently had warranty repairs done, and both times, Hill-Kelly returned my car in a different condition than it was initially dropped off in.
  
  Jan 20 3024 The dealership has found it acceptable to put console items (loose change, business cards, pens, hair clips) on the dashboard AND return the vehicle to me in that condition. It was so bad that, at pick up, service dept bay employees needed tweezers to remove the items from the defrost grill. This type of treatment could easily cause further damage to internal components.
  
  Complaint:
  About 3 1/2 weeks later (Feb 14), when my part arrived, this dealership returned my vehicle with new scrapes, gouges, and fingernail indentations in my dash after a radio replacement.
  I’ve spoken to a Service Advisor who’s taken pictures and assured me “the dealership will make it right by replacing your entire dash,” yet I’ve received no follow-up. I've spoken to Customer Satisfaction Reps who've stated they would “escalate the matter up for a resolution,” yet I’ve heard nothing since.

  Business Response

  Date: 02/20/2024

  We have scheduled the
  customer to return for resolution on 02.26.24 and will provide alternate
  transportation for her while her vehicle is here. Additionally, all repair
  logistics and customer interaction are being overseen and monitored by our
  service manager. Our service manager has contacted the customer and ensured
  that she is satisfied with the resolution.

  Customer Answer

  Date: 02/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21309028, and find that this resolution is satisfactory to me. The business has repaired some of the damage with a plan in place to replace the unrepairable parts.
  
  
  
  Sincerely,
  
  
  
  Rashelle *******

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my 2020 Jeep Grand Cherokee off on 12/22/2023 because it was smoking. It sat for 2 weeks without being touched. Multiple attempts to contact them, voicemails, text messages. 6 weeks later and no resolution. They have refused to give me a temporary vehicle because they do not have approval, although this is a manufacturer’s defect. Service manager refuses to speak with me. Service advisor ignores me.

  Business Response

  Date: 02/06/2024

  We have been
  working diligently to facilitate the requested repair and keep the customer
  informed of the progress as we proceed. The process was complicated by the
  necessary involvement of two third parties: Carvana, for pertinent history and
  STAR (Service Technical Assistance Resource) for additional support in troubleshooting
  the problem(s). STAR is used for technical support and diagnosis/repair
  approval. We will continue to update the customer as we receive additional information
  and take the necessary steps to complete the repair.
  Regarding
  the rental situation, we can and will assist with whatever resources are
  available and feasible. Unfortunately, this too has been complicated with the
  STAR recommendation for an engine tear down to determine the most efficient
  repair process. The manufacturer provides some coverage for a rental with stipulations.
  One of the stipulations is that the repair must be started. We are currently in
  what they consider the diagnostic stage of the repair.
  We
  appreciate that a lengthy repair process can cause undue frustration and will
  continue to keep the customer informed and welcome open dialogue throughout the
  process. The direct contact information for our Service Manager has been
  provided to the customer to use when they have concerns about the completion of
  this repair. 

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: 21236651
  
  
  
  I am rejecting this response because: I had reached out to the service advisor, Michael, and service manager, Harvis, multiple times for the 2 weeks that Hill Kelly had my Jeep before it was touched. I have had to reach out almost 100% of the time to get a status on my vehicle. There has been multiple times that nothing was being done to my vehicle until I had made contact with Kathy, who has been the ONLY person that has been any help at Hill Kelly. I have copies of the text messages that I am unable to attach in this message. 
  

  Hill Kelly had my jeep for 2 weeks where I called multiple times to find out what was going on and if I was able to assist in anyway with Carvana. I never received any call back or information. Kathy is the first person to tell me exactly what was needed and I was able to get that information for her within 1 week. 
  

  The repairs on my jeep are 2 weeks behind because of the service manager and service advisors incompetence and refusal to communicate with me what was needed from Carvana.  
  

  I attempted to take my vehicle to a different dealership and that was refused. 
  

  Hill Kelly had my vehicle for 2 weeks without touching my vehicle except for a tech to drive it home, which to find out now, possibly caused even more damage to the engine.
  

  Even though this is a warranty issue, Hill Kelly is privately owned and fully capable of making decisions regarding rentals or ‘loaners’ for their customers. 
  
  
  
  Sincerely,
  
  
  
  Julie ******

  Business Response

  Date: 02/08/2024

  As we stated before, we have been working diligently to facilitate the requested repair and keep the customer informed of the progress as we proceed.  We understand that the process can be frustrating, and we appreciate the customers patience as we follow manufacture procedures to diagnose and attain warranty approvals. The process can take some time and was complicated by the necessary involvement of third parties to include STAR. 

  Today, we received approval from STAR and the powertrain warranty to replace the engine. The engine is currently on backorder. However, the powertrain warranty has now approved a loaner. The rental manager will be contacting you tomorrow to confirm and discuss loaner details.