Keene Dodge Chrysler Jeep Ram — Local services in Bel Air

REPLY TO KEENE DODGE

Oh , and isn't that so convenient that a truck that was just purchased and financed a little over 68,000 Needs thousands of dollars and maintenance after putting 11,000 miles on the Vehicle. When I first brought the truck in There was. Obviously oil on the rotor or which is why I thought it was a rotor issue. I'm no mechanic you guys are. Actually you're mechanic when I came back to get the truck and to show the lady.The oil he had cleaned the oil off of the rotor guess he didn't know where it came from either huh? At this time I was given an appointment that was a week later Granite on a 100 miles from this dealership and running a business out of this truck. That's probably where the 1,100 miles came from! And you're saying that you're unaware of any issues that i'm having with the truck now??? I didn't even get the truck out of your parking lot Before I noticed that I now have a bigger issue then what I had when dropped it off. After having the mechanic and the service manature tried to sell me on that.It was suspension so it wasn't covered under warranty? I I had to take them both for a ride and prove that it had nothing to do with suspension. I left with a broken truck!! Ask your manager sure he's telling you the truth. I've now taken my truck elsewhere because I had zero confidence in your service department period. Still have yet to hear from yall!!!

Brought the truck back in to be looked at received a phone call in 1 hour trying to sell me on over 3,000 dollars worth of filters after only owning the truck for 9,000 miles. 🤦‍♂️ After returning and and looking under my truck I Realize that they conveniently cleaned all the oil off.My caliber but failed to mention anything about the leaking axel seal. After confronting them about it. They scheduled me in again for a week later but failed to check the fluid in my differential. Brought the truck back again.They replaced both front axle was told. After leaving the dealership and heading back to my house 90 miles away I now a different vibration coming from my front end and when I turning the truck you could hear some clicking. My truck is a 2500 diesel that I run my company out of. I bring my truck back to the dealership again now they tell me the spider gears and my deferental need replacing so they'd need my truck for 3 to 4 days. Loaner I was given was a 1500 that I can't do anything with far as moving equipment etc for my business. I whatever they did when replacing my axle seals Or by not checking my differential fluid caused my current issue with spider gears. I explained to them that i'm losing thousands a day because my business cannot move without the correct truck. You would think with an issue like that a dealership would be doing anything to make it right for the customer but nope as I sit here losing money and waiting on a phone call for my truck to be done. Frustrated and pissed off would be an understatement. I would never recommend this dealership to anyone I know.

UPDATE They finally call and say my truck is finished. I get in my truck and literally drive a 100 feet and realize.I now have a bigger problem than what I had to begin with. After being told that the head mechanic has looked it over and over and over. They obviously don't know what the hell they're talking about. Meanwhile they tried to point it to suspension to get out of the warranty. I had to prove the mechanic and the manager wrong that it was not suspension. So now I am currently driving My broken truck which is worse than it was when I brought it to them. Back to my house a 100 miles away. Because they cannot get their s* together and figure out what is going on with my truck. After me telling them that I haul 10000 pounds behind this truck with my family in it I was still sent out the door. This dealership is the biggest joke if I ever seen one. This truck is the keystart to my business and the service manager couldn't care less. Wonder how long it will be until my differential is just completely fried and I thought I was pissed off and...

Buying the vehicle you want is suppose to be a fun and exciting process, but only if the dealership is committed to the customer and their experience. Keene Dodge of Jarrettsville, MD could careless about the customer, as long as they make the sale. The sales Rep, Scott was not familiar with the product he was selling and miss informed me of the Jeep Grand Cherokee I was purchasing , and it's features. Did you know that CD players are no longer standard in the 2014 Jeeps? CD players are now add ons that you have to request. I was advised, but then Scott said that Sirius Radio came standard in ALL Jeeps. I was willing to over look not having a CD player for my 100 plus CDs since high school because satellite radio was another option along with the FM and Bluetooth features. After going through and discussing all that I wanted in my Jeep, Keene did not have one in stock. The Jeep I wanted was coming from another dealership and they had me start the paper work process while awaiting it's arrival. After the Jeep came in and was washed, paperwork was finished and I was ready to take ownership of my new vehicle. Scott began to show me how to connect my phone to the Bluetooth and how to access my new Sirius Radio. I was even told that I had a 1 year subscription for free, until he realized that my Jeep DID NOT come standard with Satellite. At this point I was extremely angry. Here I am with a new vehicle that did not have the option I was told it had, and the salesman just as surprised as me, stating " this is the first Jeep I've seen without it." Scott said that he was going to speak to the parts department the next morning, along with his father, whom was the New Car Sales Manager, in order to resolve the issue. Needless to say here I am over a month later in the same Jeep with no resolution after a lot of back and forth trying to get what I was promised. There had been a lot of calls from Scott the next day, attempting to satisfy me in any way that did not involve giving me a vehicle with Satellite already in it. He tired putting CDs on a flash drive for me, which does not work in the jeep. He offered to put an aftermarket Satellite tuner in, but past experiences with those were of poor quality. Scott also said if I downloaded the app, they would pay for my 1 year subscription to Sirius, but now I'm expected to use my 4 Gb of data just to stream music? That would last 2 days a month. The last options I received that day was a whole new jeep that was the same as mine, except it had Sirius radio, which he says was approved my the General Manager. I was happy and made the arrangement to pick it up from the dealer 4 days later. The next day, Scott's father Bill called to have me come in and discuss this other vehicle and it's options before he purchased it from the other dealer. When our meeting was over, we had never discussed the new jeep. Bill wanted to find any way to keep me in my current jeep and add Sirius to it instead, and that Scott was wrong about me getting the new car unless I was paying the difference for the upgraded model. Adding an additional $72 a month and putting me in a higher interest rate. I was also told I could not have my trade in vehicle back because "a person just can't change their mind." Apparently it wasn't their problem since I had signed and took delivery prior to it arriving from the other dealership. Bill basically said they didn't have to look for ways of satisfying me as a customer, even though it was the fault of their salesman whom didn't know the product he was selling. Their actions said they were trying to not lose money rather than help the customer they just screwed over. Was good business or about Daddy protecting his boy. The dealer's suggestion of an aftermarket unit being added or the CD player I requested weren't options because the sales team now finds out they're not allowed to tamper with the Uconnect head units...... rest of the story on...

2025 update - Keene service has deteriorated greatly. multiple service appointments were made, the vehicle dropped off, but no one was available to complete the service so the vehicle had to be returned home. Part of the service resulted in a new problem of the seat not moving, and then another two visits because the wrong part was ordered. Two times, when the part was re-ordered, we were told that we would be contacted when the part arrived but we were never contacted, we had to call Keene who then said the part is here. Quick recap below. Not sure why their service has deteriorated so much, but it has.

+++++++++++ Dec 2024 Appointment made, vehicle dropped off, picked up again, three days later since no one was available to perform the maintenance.

Jan 2025 Dropped off again for general svc, oil/filter, air suspension check, seat belt buckle check.

Days later- Repair completed but now drivers seat will not move, new part ordered and scheduled for an additional repair.

Days later- Part arrived, Keene attempted to fix but the wrong part was ordered. Keene said they would fix it on the spot w/o a new appointment needed as soon as it was in.

Days later- Called Keene since no one had contacted us to say the part had arrived.

Days later- Part arrived, Keene attempted to fix but the wrong part was ordered again.

Feb 2025- Dropped off vehicle again. The tech scheduled to do the repair won’t be in for the rest of the week, drive home again without the repair being completed, must drop the car off next Tuesday instead.

Days later- Dropped off early AM for repair, completed days later. No svc charge for their errors. +++++++++++++

Keene has always had a good service department, but apparently not anymore.

This is the second instance this year when I’ve had a problem with the service department, which is incredibly unusual for them. However, its major problem this time.

I brought my car in for a problem, which I thought would be a relatively minor one.

The HVAC system wasn’t blowing warm air on the passenger side, and after examination to see what the problem was, a part of the HVAC system had to be replaced which I did, at a cost of $2500.

The vehicle was released last week after three days in the shop, but as I’m driving at home, it still wasn’t blowing hot air out the pass side despite the fact that I was assured everything was working and the QC checklist said it was done.

I brought the Cherokee back this week, and it has been there all week.

Today, Friday 11/16/18, after (so far) 8 days out of service, with no one from Keene Dodge telling me what the status of it was as they’d promised, I called this morning and they said that it “seemed to be all working”. But it was not fully fixed.

Update 11/20/18 - resolved. The dealership went above and beyond to fix the problem. The auto tech had initially tested the car’s hvac system on the highest setting, where it functioned properly, but it may not have been tested at the lower temp and blower settings, where it did not. The service manager spent a very significant amount of time with us working on the problem and was able to resolve it, once he understood the how the previous fix only partially resolved the matter, in very short order. Their customer service was exceptional and I’m glad to be their...