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March 2024 by Haley Palazini
I would leave 0 stars if I could. After reading others experiences, this appears to be the norm for Kelly Jeep.We purchased our 2022 vehicle from Kelly Jeep, roughly 18 months later had it towed to the service center because it was under warranty and would not start. It took nearly 2 months to determine there was a loose wire.By far the largest issue was the absolute lack of communication. We were constantly calling the service center to find out the status the vehicle, the service manager was never available and we rarely recieved a call back. When we got the service manager on the phone, he told us there is ONE person in the shop who was capable of fixing the issue. Meanwhile, they hadn't even looked at the vehicle to have any idea who could fix it or how long it would take.After several weeks of being told we were "the next tow in to be looked at", we finally spoke to the General Manager. Miraculously, we recieved a call 4 hours later that the car has been "done for days", yet we were never notified.In hindsight, we should have expected this after it took over 6 hours to complete one free oil change while waiting in the service center.
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December 2023 by Ben Walker
Courteous, clean and friendly. Great experience and will be back when I need my Jeep serviced!
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December 2023 by Jillian K.
***BE CAREFUL!!!***This past August, at least a new Jeep Wrangler 4XE, which is the new plug-in hybrid, from Kelly Jeep in Lynnfield. At the time of the transaction, the sticker price was $62,000. Only a couple weeks afterward, I experienced sudden engine failure while driving the vehicle. I contacted the dealership who told me to bring the vehicle in right away. I was told they did a comprehensive evaluation and that nothing was wrong with the vehicle. Over the course of the next couple of months, the electric mode failed. I frequently got an error message stating that the electric mode "was not available". I was scheduled to go on vacation with my family and planned to follow-up with the dealership afterward. Upon my return from vacation, I was alerted that there was a recall for the exact make and model due to "engine failure". I immediately contacted Kelly Jeep who stood by their initial report that nothing was wrong with my vehicle. However, after I got it serviced they confirmed that there was a malfunction. I left the vehicle at Kelly Jeep the following weekend to address the electric mode issue. Upon pickup, I was told that the vehicle's electric mode does not work in the cold weather. I was told to reach out to Jeep's Corporate office. Of note, I also became alerted to the fact that there is a Class Action Lawsuit for this exact issue.Jeep did reach out to me and offered a special incentive to get me into another Jeep, which I accepted. I initially tried to go through Kelly Jeep but was told that I still owed for the Wrangler. Jeep Corporate spoke with them and advised me to go to a different dealership. I then went to Sudbay in Gloucester, who asked me to bring that vehicle up for an inspection and that they would speak to the corporate office directly. I was then told that the amount of money that corporate had offered for trade in assistance was not enough as I still owed money on the Wrangler. Even worse, they told me that the 6-month-old car had depreciated $22,000.I reached back out to my contact at corporate but I have not heard anything since. As the weather started getting colder, the electric mode stopped working altogether. I have photo and video evidence of this defect. The car shakes once 70mph is reached as well. Kelly Jeep was notified and I was simply reminded of the class action, which absolutely floored me. I requested documentation of failed repairs but I've yet to have my call returned. Ideally I would like to simply return the vehicle and get my down payment back. The car is not only a lemon, it is dangerous to driveDO NOT DO BUSINESS WITH THIS PLACE!!!!!!!!
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August 2023 by mousrag
Friendly staff, and very reasonable charges, good explanation about my car problem I would definitely recommend
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July 2023 by Denilson L.
My car is making a noise and I brought the car here to see if they could help me to check the car and see what was the problem but they charge me $180 for nothing because they just made inspection and they did not fix anything. Also, the guy forgot about me because after almost 2 hours I went to the front desk and ask them about my car because it was ready 2 hours and I didn't hear anything from them and the guy was like "oh I am very sorry I forgot but your car but you ready to go" and when I started driving, the car was making the same noise he was like oh you have to bring it another day. Terrible service.
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June 2023 by Donny L.
KELLY JEEP DOES NOT MAKE IT EASY. Absolutely the worst customer service from the service department and the receptionists. This is short condensed version its a lot worse than this. So my jeep has been in for service 2 times over the last 2 months. They have now had my jeep the second time for almost a month now. All I wanted was simple phone call with an update on what's going on with my jeep as I was told by Clayton when i dropped my jeep for service the first time. The service advisor was supposed to call they don't call for days. So I call and I have to leave messages then I don't get called back. I call again I'm hung up on. I call again i finally get thru and I'm told they don't know whats going on they will call and update in 2 days. Days go by again no call. Finally get jeep back first time it's not fixed right gotta bring it back. Idk it yet but its more broken than before i brought it in. So now I've gotta make another appointment and bring it back again in 2 weeks. During this time my jeep is having more issues than before I brought it in for service. 2nd time Wednesday june 1st drop it off Clayton tells me he will call me on Friday with update. Fri comes and goes, sat comes and goes so finally I call Monday and speak with Joe. Joe says he will call me back in 30 mins with update. 30 mins no call I call next day and get run around. I call leave messages no calls back I call back try to speak to management they connect me with the assistant manager Moses. I tell him the problem ive been having and wanted to pick up my jeep and he says he will take care of things and ill be getting updates even if he is the who updates me. Does that happen? No it does not. so I've got to call them again and play the phone game leaving msg no call back they just put me on hold then hang up or transfer me to recodings of advertisements that are 3 years old. This goes on for weeks. I open a jeep cares case and jeep cares can't even get in touch with them to get info. The reason is because Andrew the service manager only communicates with jeep cares thru emails. So still no updates cause we are waiting for Andrew to answer emails to get my vehicle fixed. Finally I tell jeep cares I want to take my jeep else where it had been 2 weeks no UPDATES from anyone at Kelly. Jeep cares said they will email letting them know that I want to pick my vehicle up and also that they would call and let them know. I also called I had no luck and was told that everyone was gone for the day. Then after jeep cares gets thru i believe I get a call from the service advisor who i was told by the lady at the front desk 10 mins before that he was gone for the day. So clayton gives me what he calls an update. He tells me they THINK there is an issues with an electrical connection wait to hear more and no update on any other issues. My jeep has multiple issues 1 possibly caused by them cause its related to the things they fixed already (its not fixed). Its been there a month and they have only looked into 1 of the issues none of the separate issues have been looked into well waiting to hear from jeep what to do about it. They say they are waiting for the OK from mopar/jeep to get the fix. They have the OK from jeep cares if Andrew would check his emails and respond. So I tell them I'll be taking my business else where beacause the customer service is horrible no one should have to go thru what I have dealt with at Kelly Jeep over the last 2 month and I still don't have answers. Now I'm picking my jeep up and I have to make an appointment to take it somewhere else have them fix it and start all this again because kelly jeep. This has been the absolute worst experience I've ever had. I'd advise everyone to avoid Kelly Jeep They Do Not Make It Easy. T
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June 2023 by Mike Zhong
Good service, technicians seem to know what they are doing and the amenities in the waiting room are great. Just so damn expensive for everything
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May 2023 by Dawn Fitzgerald
I have never experienced more disrespectful service (or lack thereof). Quick recap: My car stopped running on Route 1. Got it started, realized I was close to Kelly (have purchased 3 vehicles from them) and pulled into the service parking lot. Car started one more time, but not again. I live 30 minutes north. Asked for help at the service desk and was told the car would be looked at "first thing tomorrow". At 11:30 "tomorrow", that service manager was "off duty so it will have to wait." Agreed to take my name and number so another could call me back. 90 minutes later, no call and frustration with my follow-up ("... gave the manager your number. He'll call when he's available." )Finally heard back at 2:30 p.m. with a question about why I had called twice. Ultimately told me it was probably electric, the car had been seen, and maybe they could get to it Monday. No loaners available. My husband was able to go to Kelly before I could, asked whether the car had been seen, and it had not. Very long story short: Had AAA tow it to my local mechanic. Battery was replaced within an hour.
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May 2023 by Theo C.
They have gone from a respectable dealership to a completely dishonest business run by people who lie and try to take advantage of their customers. I have been going to Kelly for over 5 years, bought two cars from them and have used them for every single service appointment. I have noticed a significant drop in the quality and value of service. They have new management in the service department and it's obvious. I dropped my car off last week to have my front break pads done and they also wanted to do a more extensive oil change (they didn't explain it well but basically replacing a lot of fluids and filters) as the car just hit 60,000 miles. The Service Rep that I dealt with tried to take advantage of me by saying I needed both my front and rear breaks replaced, but I remembered that I had just had my rear breaks done almost exactly a year and a half ago (and nearly 20,000 miles whereas the car had 40,000 on it before they had to be replaced). I pushed back and said that I had just done the rear done and they admitted that the rear breaks were at "50%" and it was in fact not necessary to replace the rear breaks. (But this hasn't stopped them from emailing me twice since to tell me that I refused a recommended service). On top of that, they charged me $1,195 dollars for the labor on the vehicle and it was there for all of 5 hours to do the oil change and replace the front break pads. This dollar amount is outrageous and nowhere near the amount of labor that I have been charged on all of my previous bills. When I contested the cost of the break pad parts because I had my previous bill, the Manager came out and tried to tell me that they were using higher quality parts this time around and that the breaks would last longer this time. If you look at the two bills, the SKU#s match and besides that point, they told me last time I had the rear breaks done that they were using the higher end factory models. He lied right to my face and expected me to believe him just "because"....likely because I am not an expert on cars. This Manager looked me right in the eye and talked out of his behind several times throughout the conversation.I have owned Jeeps for over 20 years and would have a good consistent customer for many years to come. I will never be going back despite the "$100" credit they threw at me after admitting they were in the wrong. On top of all of this, after my service appointment, my car stopped lowering in park mode, so I brought it back in to have them look at why that function isn't working.... 3 hours later, we had no answer for it except that they had the car in "service mode" and didn't switch it back for me. The car still isn't lowering the suspension in park mode and I am likely going to have to pay for this at some point. They completely wasted my time and money and have lost a customer forever.Attached are receipts for the difference in prices that they charged from Nov 2021 to May 2023..... I understand "inflation" but this is over a 50% increase. Prices and inflation were already bad in late 2021.
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May 2023 by Geoconda
Nice people
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April 2023 by Nanci T.
I had an appointment to have my dealership find out what's draining my battery. More than three weeks later, it was never done. I made several calls that were not returned, and even stopped by to see what was going on. I was told they are working on it and I would get a call. Nope! I finally took my car out of there because I spent $700 on a rental car! They were smart not to charge me for labor, probably because there wasn't any! I don't recommend them.
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April 2023 by Jonalyn A.
Knew my car needed brakes. Called and they got us in as soon as possible. Spoke to Reise who was the consummate professional, he listened and knew what we needed. Once the car was in the shop, within 15 minutes he recommended other service which we knew we needed. Best part the service was done within two hours!! Awesome experience!
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April 2023 by Maggie B.
Do not bring your car here. I had my car towed here and it took over two months to fix when it should've been a small issue the employees were very hard to reach and the loaner vehicle that they gave me had an engine light issue. Do not bring your car here
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April 2023 by Victor D.
Brought my renegade in on a Monday to diagnose having no parking sensors. Called on Tuesday no return call, Wednesday same. Finally reached cleiton who rudely asked me why do I keep calling? Finally went to pick up the jeep only to find out that they have to order the sensor, it will take 3 or 4 days. they will call when it comes in. After 2 weeks I called, yes it was in. I made an appointment for a Saturday to have it installed, got there in the morning, was told it might be ready on Monday??? It is now Monday I left a message for Cleiton who was at lunch, was told he will call me back. It is now 3;00. By the way when we dropped it off on Saturday, I tried to tell Reise what a difficult time we are having, he said "whenever I have a bad time someplace I will go someplace else!!!!" Guess he told me.
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April 2023 by Gail A.
Absolutely the worst customer service! Brought my car in TWICE for a repair and they never even looked at it. I was without a car for 3 days total. No phone calls, no text to update me until I made 4 phone calls to them. Run away from this dealership.
