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November 2023 by Fran Rhynhart
I called the Key service department a month ago to make an appointment, no call back. I have now called three days in a row.... no call back. I was going to purchase a Jeep Cherokee from them, but with this kind of service.....I will now go elsewhere. Why would anyone do business with a company that doesn't return phone calls? To me that is a clear message to go elsewhere.
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November 2023 by Barbara Clark
I thoroughly enjoyed dealing with Key. I saw online a Pacifica I wanted and had a wonderful experience. Jesse Stallings was very professional and knowledgeable.
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November 2023 by Adam Colby
Nightmare. I wish I could give zero stars. Dont walk, run away from their service department.They performed recall work on my truck, proceeded to lie about having performed work (an alignment) that was part of it, had me bring it in a second time promising to make it right, to then foot be a second $1000 bill for work that didn’t need to be done, and which didn’t fix the issue….which remained the mis-alignment.So, they milked me for $2000 and sent me on my way with a truck thats borderline undrivable and tires ruined by an unaligned front end. Stay away.
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October 2023 by Carmen Laros
Had a really great experience. I stopped to make an appointment for a recall oil change and tire rotation. Got the appointment scheduled within 2 days at a time that was most convient for me. The Person behind the desk I'm sorry can't remember her name and I should,but she was just so pleasant to deal with and took such fine care of me !!!
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October 2023 by Charles Dolley
Had an issue with our Jeep while on vacation and the staff got us in and took care of our issue. All staff were friendly and helpful. A big thank you for your efforts on a busy day.
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October 2023 by Kallan Smith
THE place to get your next vehicle! The process was easy and transparent, thanks to the staff. It was not my usual car buying/leasing experience, I recommend this dealership.
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September 2023 by Ryan Buker
Jesse and Emily were both fantastic to deal with. Two of the better salesman I have come across. Very happy with the service and deal. Would certainly purchase another vehicle from Key! Thanks!
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September 2023 by Jenna S
If you plan to buy a vehicle here, bring your microscope because some things are going to be hidden. Wasted a full day of back and forth with emails and phone calls with Key on trading in my Jeep. The first person I talked to was the Sales Manager who agreed with me on a selling price and trade number. After requesting to see a bill of sale, and waiting on it I got an email from him saying that Jeep actually wasn’t available. So either bait and switch or they weren’t up to date on their website. We agreed on a different one. Again, I requested a bill of sale to review, telling them once I did, I would fill out a credit app and get the deal rolling.He left early and turned me over to Jesse in Sales who I will say was nice to work with. But again, a couple hours of back and forth with more requests of seeing a bill of sale that I never got. Jesse told me he was not allowed to look at numbers, so he’d have to have a third person, their Team Leader reach out to me. I said I don’t even need a bill of sale at this point, I just need to go over the numbers of the purchase with someone as its getting later in the day.An hour or so later, I hear from Carl. Carl tells me my payment is over $500. I told Carl that based on the agreed selling price and trade number, tax, etc that payment was not lining up for me and should be over $50 less. We go through the main numbers and he tells me they’re accurate. So what am I missing here, and why am I having to beat it out of someone. Carl says “Oh, did anyone tell you about Key Care?” No. No one all day long, with tons of emails and phone calls mentioned Key Care. Long story somewhat short. They were including *optional* coverages (Extended Service Plans, Tire and Wheel Coverage type things) this entire time, without disclosing or offering them to me. I ask if these are optional as I know they are, he says yes. I ask him to remove them. His tone changes and says ok. So we are now in agreeance on the numbers and on the monthly payment so I agree to put in the credit app – which I only wanted to do, after I was clear on my purchase numbers as everyone should be before buying a car.I think we’re finally good to go, then Carl calls me ten minutes later. He tells me that he called his Sales Manager who left early, and said because I am not buying optional coverages they were going to add another $1,000 to the purchase price of the Jeep, and deduct $1,500 off of my trade number. Are you kidding me. This is how dealers can make money off of customers who do not think to get all of the details before purchasing. People who trust the person they’ve spent the day working with is being transparent. Feeling worn out after a full day of back and forth, I get why many would be like fine, let’s just do it at this point. I turned the deal down and I am sure my credit was dinged for false agreements.I work in a similar field, and this is exactly why customers come in and are guarded. They have bad buying experiences and are taken advantage of. I wonder when they finally would have disclosed the thousands of dollars I was spending on things that I did not want.. that were not even offered to me. Betcha if I never asked for a bill of sale, they never would have. They would have just had me sign on the dotted line. Just so you know Key Lebanon, dealerships and businesses can be extremely successful while holding onto integrity and having transparent sales processes.
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July 2023 by Sean McRae
If you value your time, avoid this dealership. The two words that come to mind are sloppy and unorganized. I spent a month trying to buyout my leased truck. I was first talking to Abigail who was setting things up for me over the phone while I completed the loan application process through my credit union. Her and I scheduled an appointment on 6/15/23.I arrived for the appointment on time with my toddler. I was greeted and told that Abigail was not there but another employee could help with this process. I sat down and they told me that the lease buyout packet that they had from US Bank was expired. I told them that Abigail already knew this, and was supposed to have a new packet sent by US Bank for our appointment today. They said they had to contact the bank, so we waited.About 45 minutes passed and I was told that we were going to try and use the expired packet. I declined all additional offerings and wanted to just sign the paperwork and leave, as my toddler was growing impatient. It was at this point that the manager, Luis, who I guess is now the general manager, showed up to try and sell additional maintenance packages and deals. I declined those offers and said that I'm really just trying to streamline this process and leave. If all of these packages and extras were emailed or told to me ahead of time, when I didn't have a screaming kid in my lap, maybe I may have glanced them over.Luis then leaves and comes back with a single piece of paper that I needed to "bring to my bank". It was a sheet that detailed the final price of the truck; a price that I was already aware of and had already been approved a loan for. I was told that I needed to give this to my bank and then come back with the check to sign paperwork. In today's day and age, why in the world did I have to go spend 1.5 hours at the dealership, be harassed with last-minute "deals", and gain no progress on my vehicle? Just so I can bring a piece of paper to my bank that should've been emailed (which I later did myself) or faxed to them?On 6/21/23 I called the dealership yet again to setup a time to sign paperwork. I spoke with a woman named Emily who told me that Abigail no longer works there anymore... This is most likely why she was not present at our appointment the week prior. Emily stated that the check that my credit union filled out should be addressed to US Bank as Key CJDR is not the owner of the vehicle. I then asked if I even have to deal with Key anymore, or do I just call US Bank and have them coordinate directly with my credit union? Emily said she would check with Luis and have him give me a call back. I called back 3 hours later due to not receiving a call. Luis had stepped out for the day without returning my call. I spoke to another manager, Cody, who seemed to be more informative and collected. He stated that the check being addressed to Key CJDR would in fact work, and scheduled me first thing in the morning on 6/22/23 after I get in touch with my bank and pick up the check.On 6/22/23 I arrived at the dealership with check in hand and finally had my first smooth, no nonsense, experience. I was in and out within 10 minutes with all the paperwork that needed to be signed and temp plates swapped onto my truck. Key as an entire company and entity will never see another penny from me due to this experience and a similar one that I had when I initially leased my truck 4 years ago.
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May 2023 by Michaela Belville
These 5 stars are specifically for Emily Richards! She was straight up with me from beginning to the end of our deal. She stayed in contact with me while she looked for a vehicle for me and after, while the car was detailed and inspected.She was very kind and patient with me. I asked her 100 questions about 100 times, over and over again, and she never once seemed annoyed with me or appeared to lose patience. If she did she hid it well. :-) I had a toddler with me all day as well, which did not seem to bother her at all.She remained professional and even apologized for me waiting all day to receive my car, that was driven to me at 5 pm the next day.She was so wonderful to work with. I will definitely be returning to her in the future.
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May 2023 by Ardroth
This place can't hold on to employees. It's basically an ongoing revolving door of incompetent staff. Sales, service, even the GM. As a result, it's impossible to build a working relationship. Every time I walk in I'm basically just a new customer. I'm done. After nearly 5 years doing business with Key CDJR I will not go back. Last year, we purchased a pre-owned Jeep Cherokee. They charged a $700 doc fee, which is absurd. I have never paid more than $400 for a dealer fee in my life. Save it for the people paying cash for a Wagoneer, not the locals financing a USED car for 6 years. What a joke.While the car was under warranty, I had them perform an oil consumption test due to concerns that the engine was burning oil. They topped off the oil, made me drive it for 1500 miles, then when I came back for a re-test, they just pulled out the dipstick, noted that oil was "above Fill line" and said there was no problem. That's your "oil consumption test"?? Checking the dipstick?? Why do I even waste my time with these bozos...Shortly after the manufacturer warranty expired on that Cherokee, the rear differential unit failed and required a complete replacement - a minimum $2500 repair. Of course, CDJR would not cover it. Clearly a very common issue (the parts are WEEKS backordered due to how much demand there is because they fail so often), yet no one noticed a thing when I brought it in for service just a few weeks earlier?! There was a massive crack running top to bottom, I spotted it immediately when I crawled under the car myself. That split in the casing didn't just appear overnight. With such a widely known COMMON issue they should be checking every Cherokee for this defect and alerting customers *while the car is still under warranty*.I have spent many thousands of dollars here on cars and service, even parts/accessories for multiple Jeeps, and I'm tired of being treated as a nobody and being jerked around. As soon as you get to know someone there, whether it be a salesperson or service manager, they are gone. Just like that. Then you're just being screwed with by strangers who could not give less of a s**t about you. If you want a chrysler product, find another dealer, anywhere other than Key
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April 2023 by Paul Reynolds
The service department is phenomenal. They worked with me and got my warranty issues resolved, they also provided me with a loaner while my truck was being repaired. They have a great team of people who care. The new service manager has really turned things around. Lebanon Key CDJR is amazing.
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April 2023 by Carmen Lyman Laros
I went back to my sales person from before Abby Wing. she is awesome! Cody did an amazing job with making things work as well.as the finance person I've forgotten his name .They made a great team and got the job done.Im excited that they are moving over to Vermont. Great job guys !!
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April 2023 by Mark B.
Just the worst. Save yourself the aggravation. Go to Claremont or Bradford. Key Lebanon is just the worst in every way.
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March 2023 by Nathan S.
Worst dodge dealer experience I have ever had and I wish I was exaggerating. I made an appointment to get an oil change done and to have my 2019 challenger inspected. 2 hours and 30 minutes later they told me that my car failed inspection due to faulty tires, breaks, rotors and windshield wipers. I had personally replaced all three of those recently so I knew they were wrong. They also said that my oil cooler was busted so I needed to replace it. It shouldn't take 2 1/2 hours to figure that out, especially if I called in advance to make an appointment. They wanted over $2000 to make it passable which i said I'd think about and said I'd be back for the oil cooler which (thankfully) was under warranty. Went into town and got my car re-inspected and it passed with flying colors, the guy even walked me around the car and showed me how great of shape it was in. I went back to the dealership to get the oil cooler installed a few days later and they couldn't even do that right, they used far too much degreaser and forgot to reset the gauges and turn the check engine light off. If you actually care about your vehicle don't go to these guys, I promise you you'll regret it. I never leave bad reviews but for these "professionals" I had to make an exception.
