Complaints

This profile includes complaints for Kelly Jeep Chrysler, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kelly Jeep Chrysler, Inc.

  353 Broadway Lynnfield, MA 01940-2315

• 

  Kelly Jeep Chrysler, Inc.

  155 Andover St. Danvers, MA 01923-1418

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:06/16/2025

  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 brought it there to be fixed. I used them cause there a certified dealership and the accepted my warranty company. With that said after 2 days of having my vehicle they contacted me and said the 4wheel drive is fixed it was just a sensor in or near the tire and the warranty covered and there now tearing down my engine cause the noise I heard is a bend lifting rod. After 2 weeks of waiting they finally said the company approved a used engine and if I wanted to I could pay the difference of 2600 to get a new engine with a 3 year unlimited mile warranty so I said yes. They then took 5 weeks to get the engine in and my truck finished. When I went to pick the truck up and pay the original 2600 dollar bill had turned into 3800 dollars of additional parts and fees and I was never told about it. When I reviewed the bill with them on the first page was a charge for 500+ dollars for a sensor for my wheel that when asked they said thats the part for the 4 wheel drive system and its now working again and I was in disbelief cause I said to him you said that w as out in weeks ago and it was covered by my warranty? So whys am I being charged for it and he stated the company paid them one sum amount for all the work which doesnt make sense cause he told me that each issue was filed as a separate claim! And then theres the matter of the additional charges which they never contacted me about when I asked to let me know if there was any other charges or parts needed cause I had a limit financially the real issue is I got my truck back none of my lights worked in the front of the truck. Also the 4 wheel drive didnt work and they said it did and was fixed as well as the truck is steering wrong and when you apply the brakes the whole truck shakes violently which never occurred prior and now there stating thats Normal and wont correct the issue and there stating that the 4 wheel drive system needs a part that costs 1500 dollars not covered by warranty to get the system working

  Business Response

  Date: 06/20/2025

  To whom it may concern: This matter has been handled to the customers satisfaction. 

• Initial Complaint

  Date:01/06/2025

  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.

  Backstory, we bought our 24 Jeep Wrangler from Kelly Jeep. A blinking check engine light appeared in the morning when my wife was taking the kids to school so we called the dealership and was told the car is not drivable and would have to be towed to the dealership, which we did. When checking the vehicle they found rodent damage to the engine wiring harness and recommended replacing the harness at a price of $4300, harness being $600 and the rest labor. It was recommended to contact the insurance company because they have seen this damage quite a bit and insurance usually covers it, which we also did.Our insurance company, Progressive covered the cost and sent a check to Kelly Jeep minus $500 deductible that I was responsible for.We got a call that the repair was completed and that the Jeep was ready to be picked up. My wife picked it up and drove it home. When I got home from work, I decided to look at the repair that was made and to my surprise, the harness was not replaced and that some of the wire, not all of them, had been soldered and heat shrunk while others were left still damaged.I reached out to the dealership and asked them about this and of course they wanted to look at the Jeep and upon inspection, they did confirm that the work that was done on the Jeep was not what was discussed, agreed and stated ***** short, my insurance was charged for a job that never got done, therefore, Im getting charged, along with paying the deductible and it going on my insurance record. My insurance and myself got charged for a $4300 job with about 20 hours of quoted labor and including a $600 new harness. The job was basically a quick repair of existing wires that did not take 20 hours and a harness that was charged but nowhere to be ******** this something that happens by mistake or often at this dealership? So my question is, if you dont know what youre looking for, are you getting charged for repairs that are supposed to be done, but they are not ?

  Business Response

  Date: 01/13/2025

  We agree that the work preformed was not as stated and we have disciplined the technician that took the shortcut. We have also been in contact with the customer and have expressed our desire to have another wiring harness ordered and have the whole harness installed. He has advised us that he was going to leave it up the insurance company. He also left reviews describing the incident, but had stated he wouldn't if we bought the vehicle back from him. We declined but expressed we want to fix the vehicle properly at his convenience. We have further researched all other wiring harness's replaced over the last year and found that there was no pattern and this was an isolated incident that will not happen again. 

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  My 2023 jeep ******* was in for service with Kelly Chrysler jeep from July 30, 2024 through September 6, 2024 for warranty work and additional work. Upon picking my car up I notice a hole in my seat, which ended up being from a plastic covering they lost and had to be re ordered. The additional work was replacing a leather seat as good will. After being worked on it turned out worse. The manager acknowledged and agreed to in person and through email both of these issues. I had a scheduled appointment to have the new ordered piece installed. After hours at the dealership I was told they ordered the wrong piece. In the next follow up emails the manager took his words back and will not complete the work or fix any of it.

  Business Response

  Date: 10/04/2024

  Mrs. Jacquard had brought her vehicle in for service July 4th, 2024 for several concerns.  The plastic cover she indicated in her message was in fact missing, a fault of ours during the repair of her seat, a manufacturer Goodwill related repair.  We have since ordered the plastic trim piece for her seat that had gone missing and have every intention of installing it back on her vehicle. When Mrs Jacquard returned to have the piece installed, our staff here at Kelly Jeep, upon opening the new part in the box, found the part was in-fact wrong for what needed to be replaced.  We have since ordered the correct piece and it has arrived.
  
  
  We will absolutely take care of the missing plastic piece for her seat.  Unfortunately, other complaints related to the leather seat cushion that was recently replaced courtesy of Stellantis goodwill was preformed to Stellantis's specifications. If She is seeking a full replacement of the seat that is not something that has been authorized by Stellantis. Our Suggestion is to go to the dealership where she purchased or to the 2 other dealerships she has serviced it at prior to this repair  to see if they can offer assistance. There is no repair we can do for her at this time, as her vehicle is no longer covered under warranty. If she wishes to pay for the replacement of the seat we will offer it at a discount but certainly can not do it for free. 
  
  
  We do appreciate Mrs. Jacquard, and our staff here will reach out to schedule a time to install the missing plastic trim piece to her seat once the part has arrived (it has not arrived at this time).

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22360785. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Hello,

  The seat not being done correctly was acknowledged in person and through email. The manager said a whole seat replacement would have to be done since it is worse now after they worked on it. As far as the piece, I got a call on September 26, 2024 from the Manager Adam stating the piece HAS arrived and to schedule an appointment to have it put back on, a new seat and he’d provide a loaner for these services. Now, they have taken all their words back, will not fix the seat, will not put the piece back on and will not do anything about the shaking. Adam, the manager, told to go back to my selling dealer, which was sold, therefore client services told me to go to Kelly being a certified wagoneer dealer for all this work. Kelly was the last to work on my car from June 4, 2024, not July as the said, through September 5 2024. Kelly has said in person and email all these issues to be fixed and now will not see my car at all.  The piece was ordered September 24, 2024 I got a call September 26, 2024 it had arrived. However, now they are saying it has not arrived and they will not be working on my car. I’d like both my seats fixed as promised. 
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Nicole

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 10/08/2024

  We would be more than happy, and have advised the customer, we would love to install the seat plastic part at her convenience.  We would need the vehicle for 3-4 hours, and we do not have rental vehicles available at this time. The full replacement of the seat that is not under warranty and has not been approved by the factory. The dealership that the customer bought the vehicle from was sold but is still operating, typically the new owners purchase the liabilities and assets, and may have provisions for extending courtesy repairs. 

• Initial Complaint

  Date:05/14/2024

  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 leased a 2024 Jeep Wrangler Rubicon from Kelly Jeep on March 4th. It lasted ***** miles before the hybrid battery system failed. Kelly Jeep then had the Jeep until May 3rd despite the fact that I begged them to adhere to the MA Lemon Law for new leases, which they had violated by many days. I told them I didnt trust the vehicle. But their service manager called me obnoxious for complaining and they forced me to keep the car. They then assured me it was fixed and I had no choice but to go pick it up. It lasted another 100 miles before it broke again. They now have back in their possession yet again and refuse to help me get out of the car. They are defiantly standing in violation of the law and could care less about it. I even spoke to ***** Kelly himself, who told me there is nothing they can do but fix this lemon and force me back into it.

  Business Response

  Date: 05/20/2024

  Massachusetts Lemon law is between the manufacture and the customer on a brand new vehicle. The dealership has completed the repairs under the warranty, there was an issue that returned due to us not completely bleeding the coolant which we have now rectified. The vehicle required a replacement Battery pack as it is a hybrid and that took a few days to diagnose, order and have shipped. We provided the customer with alternate transportation after it came back free of charge. We are sorry for the inconvenience this caused. However the customer's social media blast and bad reviews that he blasted out there the same day he had the first issue were over the top and in some cases in bad taste. We have complied with the lemon law fully. If the customer wants to file lemon law he is free to do so with the manufacture. We have supplied him with Jeeps customer care contact information. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  situation has not been resolved. The dealership forced me to keep this lemon and weve been extremely hesitant to drive it anywhere.  

  Business Response

  Date: 07/05/2024

  Tell us why here..."Hello, 
  
  
  We performed a recent repair for ********************* that resulted in proper vehicle operation, once the vehicle was completed.  We have not had any form of phone, written, or other type of communication from ********************* indicating any further issues with the vehicle.  As the buyback process and or lemon law process involves FCA, which represents the corporate entity to the product and vehicle he purchased, there is a corresponding process for this.
  
  
  That being said, we received a request from FCA, June 17th for all corresponding vehicle sales and service records.  This confirms the litigation process is currently progressing, and FCA will be communicating with ********************* directly at this point and moving forward.

  Thank you

  ***** Kelly

• Initial Complaint

  Date:04/10/2024

  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 engine of my Jeep ceased in November of 2023 and they have Been telling me it will be done soon and its been 6 months. For the first 3 or 4 months I had to rent vehicles to get to and from work and with 2 young children this was not an easy task with switching car seats. Finally they gave me a loaner. But I just want my Jeep back. It went in for the ceased engine (which shouldnt have happened as its a 2019), then as time went on they kept claiming new issues a battery a paid for which ended up being a non-issue, 4 wheel drive issue, turbo exploded, etc. there is also ongoing issues between the dealership and the warranty on whats covered, which **** says is holding up the work. I want my working Jeep returned at no extra cost to me ASAP.

  Customer Answer

  Date: 04/20/2024

  I have not heard from the business in response to my complaint.

  I also went there to get paper work out of my vehicle and first they couldn't find me in the system.  My name was spelt wrong.  Then they couldn't find the key because it was labeled wrong.  The key was all beat up.  Then I get to the jeep and there was a missing lift piece to my trunk. A big lift piece.  I javnt called them about it yet. Mainly sick of dealing with them.

  Business Response

  Date: 04/22/2024

  My apologies that you have been made to be without your vehicle for an extended period of time.
  
  
  Unfortunately, the initial check of your vehicle as you have indicated was related to a faulty engine.  The process to get the vehicle checked, diagnosed, assessed, an inspector from your warranty service out to our dealership, reviewed, approved, engine ordered, arrival of the engine and replacement was a long process as there were many steps involved.  That said, after the engine was replaced and because the vehicle was initially and essentially inoperative, we found a secondary issue related to the 4wd system of the vehicle.  We have since replaced the 4wd assembly that controls this part of the system, but there are and have been further electrically related issues and the 4wd system is currently still showing error within your vehicle's system.  We have our most qualified technician, our shop *******, working diligently on the vehicle to identify the fault and error that is currently present related to this 4wd system.  
  
  
  As your warranty clearly indicates, there is an upper limit of 10 days that is covered by your third party insurance and extended warranty for the vehicle.  That being said we have, as you confirmed, provided a courtesy rental, free of charge during this time as we work through the issues with your vehicle.  We created a loaner contract and provided you with a similar, like vehicle - a 2022 Jeep Cherokee from 2/12/2024.  We will continue to do everything we can to identify the further cause for concern and expedite the vehicle's return to you, but we will not be able to compensate you for any disputed charges requested for.

• Initial Complaint

  Date:02/01/2024

  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.

  I leased a new vehicle through Kelly Jeep in June of 2023. In November of 2023 the car was not working. At this point I have ***** miles on the car. I got the car towed to the dealership. They called me that evening and said there must be a ghost in the car because they can see it malfunctioned but cant figure out why and suggested I leave it there for a day or two . Fast Forward to today , I am still without my new vehicle. It has been several months with no communication as to what happened to my car. I decided it was time to put in a call and see what is going on. The service manager **** said the car is fine and to come get it . I asked for the diagnostic report as it was promised to me to see the work that was done on the car the months it had been sitting there. They have no report to give me and have no work order to show me what they did for repairs. **** told us for peace of mind it may be best to be put in a new vehicle since this one may not be safe . After that we never heard from him again . Another 9 days went by and we got a call from a manager named ***** . He said, we have three options. Buy out the lease, buy the car outright or take my car back as is. I have been endlessly trying to come up with a solution. I told them I would take the car back as long as they can guarantee the car is safe to drive and if I can have a copy of the diagnostic report. They will not do either . This car stopped in a rotary by itself with my child in the car the first time . It was dangerous and scary . The second time the car completely malfunctioned but thankfully I was home . Nothing worked and every light was on in the car . The wheel was locked among every other light in the car flashing including the engine. I just want a safe car . Thats all I was asking for . They did not reach out once to update me . If I didnt call them they would have never called me. I was also promised to be reimbursed for the months I have paid and now they took that back too.

  Business Response

  Date: 02/06/2024

   

  To whom it may concern, 
  
  
  ******************* brought her vehicle in to us here at Kelly Jeep November 13, 2023.  The vehicle was inspected and checked for the concern that she had described; the steering was incredibly hard when driving and all of the lights lit up on the dashboard.  That being said, when inspecting the vehicle, we did not identify in any way shape or form any detectable faults of malfunctions with the vehicle.  ******************* was advised of this after November 25, 2023 when the repair order, which included other warrantable items that were performed, was closed and finalized.  At this time, she expressed her anxiety and fear of continuing to drive the vehicle given what she had experienced.  Please note we put ******************* in a dealer rental vehicle November 14, 2023, and the rental was just recently returned, as our staff, both in service and sales had confirmed there is no identifiable concern present in her vehicle.  We did not pursue asking for the return of our dealer rental vehicle immediately after the vehicle was checked and completed, as ******************* expressed wanting to reach out to ****************** first to seek any other means of resolution, specifically asking Jeep to buy back the vehicle.  This claim was created and denied by ****************** and Jeep Corporate.  Once it was denied, we asked that ******************* return our dealer rental vehicle, and our Sales Managers provided options if she would like to explore those options that involved as she mentions - buying out the lease, buying the vehicle outright, or picking-up her vehicle as is.
  
  
  We do appreciate ******************* as a valued client very much and have made several steps both with her and working with Jeep corporate and customer service to ensure every available option has been explored at this point and time.  Unfortunately, because there is no identifiable or detectable fault with the vehicle, we cannot provide any additional service or support at this time.

  Attached is the diagnostic report and the Repair order.

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/23/2023

  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 brought my car in for check engine light. I was told it was my vapor purge line and that they didnt have the part to fix it. I come back two months later for my car to get fixed. They took three days to service my car. I was told it was a large job and that they had to take my 4 wheel drive out to fix it, but I was not offered a quote or an explanation at this time. When my car was done I was surprised to see the total was $4,379.63. I reluctantly paid the balance believing that it was a necessary service, however my check light came back on a week later. I went to Jeep Kelly and was told my vapor purge line (the original problem) still needed to be fixed. I found out that they replaced the 4 wheel drive transfer case (unrelated to the original quote and problem) without giving me a quote or asking for my approval to instal a $3000 part. I spoke to the manager today, and he refused to give me a refund. He offered me $500 and to fix the vapor purge line for free. I obviously dont feel comfortable having them touch my car again after this pricy mix up.

  Business Response

  Date: 10/02/2023

  To whom it may concern,
  
  
  ************************ was in for service originally here June 26, 2023.  Our staff both documented electronically the recommended repair, and provided said estimate to ************************  Our staff also mentioned there were additional items that required attention related to the check engine light, but the main recommendation is critical to keeping the vehicle safe and road-worthy.
  
  
  *********************** then contacted our dealership by phone to schedule a follow-up appointment to get the repair completed (Power Transfer Case Unit Replaced).  Our staff confirmed the repair over the phone, looked up previous estimates in our system that was digitally saved, and confirmed with *********************** the price and the repair details.  An appointment was booked and established.
  
  
  On September 5, 2023, *********************** arrived at our Jeep dealership, checked-in for service.  Both on the appointment details saved digitally in our system and at the time of initial work order write-up, those details were confirmed and confirmed estimates of both time and cost were also discussed.  We have all the supporting documentation which is attached.  Once the repair was completed, *********************** came back to the dealership, paid the bill and nothing was asked, questioned or discussed.
  
  
  Sometime this month in September, *********************** met with our Service Director to express concerns indicated above, sometime after the repair had been completed and she had taken back her vehicle.  Another party, presumably a boyfriend or spouse, indicated the money she spent was for a house-pet that was saved in order to perform a surgery for that said pet.  During the discussion with our service director and the original service staff that was the original point-of-contact for her, she further confirmed that she was told originally and then again at write-up the repair involved, the fact that it was a large repair, and confirmed receiving an estimate of the cost.
  
  
  All of this said, in addition to the repair to the Power Transfer Case Unit, there were additional vehicle emissions components that were identified to possibly be faulty during her original service visit here to Kelly Jeep.  Because those items were mentioned, but estimated not provided, our Service Director offered to get those items done, with an approximate out-of-pocket cost of $900.00, in addition to crediting $500.00 in the form of a check back in appreciation for her as our client.  Here at Kelly Jeep, we pride ourselves in our service, and customer satisfaction, and it is of pinnacle importance that our clients are taken care of.  We offered this, as we would like to continue to do business with ***********************, however, the correct process and protocol were provided for the repair that was completed.
  
  

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I am rejecting the response because the statement provided by Kelly Jeep is factually incorrect. They never provided a verbal or written estimate or invoice and they did not fix the problem that I had brought my car in for. **** gave me a print out "estimate" only after I had met with them to dispute the charges. I have provided a printout of the "estimate" they gave me below. Please note that it does not provide a dollar amount. This is further evidence that I never received an estimate, nor agreed to the service before it was performed on my vehicle. 

  
  
  
  Regards,

  *******

   

   

  Business Response

  Date: 10/12/2023

  We have the correct and proper documentation with the information that was forwarded both during the initial visit and the follow-up visit.  
  
  
  We have also agreed to repair the indicated items on *********************** forwarded document, because this, in addition to the primary concern that was repaired was not addressed.  
  
  
  Because we have the proper and correct documentation beyond this, unfortunately we will not be able to do anything beyond this for *********************** at this time.

• Initial Complaint

  Date:05/09/2023

  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 lease a 2020 Jeep from this dealership. In February of this year my remote start stopped working properly. I have been back and forth to the dealership three times and left the car there on two occasions...once for 4 days and the last time for 8 days. They put in new batteries on March 10TH but it did not solve the problem. They kept telling me the problem didn't exist. I finally asked for the head mechanic to bring the diagnostic equipment to my address and check the problem with me there. The problem showed up on the diagnostic test....that was on April 6TH. I was assured the issue would be solved and was told I would receive a call with an answer either the next day or the following Monday, April 10TH. Needless to say, that call never came. I've been given one excuse after another and lied to again and again. I have left numerous messages with no returning calls. I have spoken with the dealership ********************, the head of service, ****, and last but not least, the head mechanic ***. The last time I received a call was from **** promising me that the head engineer of the region was engaged to solve the problem...that was left on my voicemail on April 24TH. I have not heard back. I have lost track of the calls answered and unanswered to this dealership. My remote is still not working. I have been chasing this dealership for months and I am tired, frustrated, and angry with the way I have been treated over such a small issue. If the problem cannot be solved, I am seeking some kind of compensation. My lease is paid for on time every month and I expect that contract to be honored in return.

  Business Response

  Date: 05/15/2023

  Tell us why here...To whom it may concern,
  
  
  *************** is a valued client here at Kelly Jeep.  
  
  
  We initially checked ******************* vehicle with a no-remote start issue 2/24/2023.  Her concern was on every third day, the vehicle's remote start does not work.  Our staff and personnel tested the vehicle each and every day from 2/24/2023 to 3/1/2023, without duplicating the concern even once.  
  
  
  *************** then came in for the same issue and concern 3/10/2023.  We tested both of her batteries (there is a primary and auxiliary), and both batteries failed.  The batteries were extremely weak - please note *************** owns a 2020 Jeep Compass, and the vehicle only had ***** at this time, so the vehicle does not get used frequently for extended periods of time and miles, so the batteries are not able to be charged as they would with a client that uses their vehicle more regularly.  We replaced the batteries for her free of charge, and explained the issue she experienced and had been experiencing very-well could have been a result of extremely low powered batteries, as low voltage can cause the issue she experienced and many other issues.
  
  
  *************** called concerned after these batteries were replaced soon after, communicating she continued to have an issue with the remote start feature on every third day.  We proceeded to send our shop ******* and head technician to her residence 4/6/2023.  Please keep in mind, we did this even though we here at Kelly Jeep have a strict, no off-site automotive service policy for liability purposes.  Our shop ******* was able to confirm the remote start feature did not work.  He confirmed there were no computer or diagnostic related faults at that time after performing a complete vehicle computer scan.  Both our shop ******* and service director went as far as reaching out to Jeep's field engineer who is responsible for the entire ****************, and he was at a loss for what may be causing this to happen, specifically because of how sporadic and intermittent in nature.  
  
  
  Unfortunately, because of how non-consistent and intermittent the issue *************** is experiencing, we do not have a way to plan and strategize a repair around this issue.  We do value her as a client, and appreciate her business very much, and I would like to emphasize this once again.  That said, Jeep as a product and manufacturer does have a consumer and customer support division, dedicated to situations just like this.  Their phone number is **************, and she can ask for additional consideration from them, and we at Kelly Jeep will work with them and her towards a resolution.
  
  Best regards,
  
  
  *******************;/ Service Operations Director
  Kelly Jeep Chrysler, Kelly Auto Group
  ************************************************ / ***************

• Initial Complaint

  Date:12/11/2022

  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.

  Whenever I need to schedule service for my car, there is always an issue. You can never speak w/anyone that has any knowledge. ******* ********************* still under warranty. Issue scheduling an appt for my issue w/my rear lights. When I apply my foot on the brake, I have brake lights. However, there are no lights in the rear when my foot is not on the break. I was recently pulled over by the ************* I called the dealership the next day to schedule and spoke w/a young lady name ********************** who couldn't make a simple appointment for me Told me she would need to speak w/tech and call me back. 2 days later no response. My husband had to demand an appt. Had to wait several days for this appt. It is my dangerous for me to drive my car like this especially at night. Unacceptable customer service and professionalism from the Service Team at **********************'s . *** ********************** should consider investing in an outside consultant coming in and training his customer service staff. The worse service ever. Today I woke up to a flat tire - I took out tire protection when I purchased the vehicle. I called today ********************** is closed; but press 7 for roadside assistance. I needed someone to drive to my home and replace the tire in my driveway. It was a towing company I was connected to.. I will call in the morning but I can rest assure there will be a "huge" issue getting help. Seriously considering trading this car in and going to another dealership. I currently have purchased 4 cars from this dealership and consider myself a loyal customer. Tried several times to get the phone number to the corporate office and nobody seems to know where the office is or the phone number.. Great team for sure! Wld like a phone call from corporate office not the dealership

  Business Response

  Date: 12/16/2022

  We will be reaching out to this customer as requested.

• Initial Complaint

  Date:08/20/2022

  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.

  Purchased a 2022 jeep gladiator 0 miles , 1 week in check engine light came on. Took it in to get checked and they claimed the cylinders were back firing and that they had serviced it but didnt guarantee the problem would be fixed. Picked up the truck , a few days later the light comes back on , each time I would accelerate the truck would start bouncing / choking up.. took it back in immediately. Explained what was going on once again , showed them videos , the truck was there for over a week they claimed they drove it around and nothing was wrong with It and there was nothing they could do unless it happened to them while drivingtracked the trucks movement on the jeep app the last 4 days it was there getting worked on and the truck had not moved my only option now is to keep driving this truck till it hits the fan and they can figure out whats actually going on with it today I pick up the vechicle with No solution and no answer I take a walk around just to make sure it was intact the way I dropped it off and found scuff on it.. so much for we care for our customers vehicles.I now have a case opened with the manufacture hopen something can be resolved.I recently dropped off the vechicle again its been almost a month since then and nothing have been resolved I either want this car exchanges or have them pay my monthly payments unroll they problems resolved

  Business Response

  Date: 08/24/2022

  I am going to look further into this and see what is going on. according to my notes in the system, we have be unable to reproduce the issue after our last pcm update. But I am going to speak with the technician and find out more. I will communicate directly with the consumer. If this is an instance that would require a buyback from the manufacturer there is a process we have to follow and it will be communicated as well.

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****