Keene Chrysler Dodge Jeep Ram — Local services in Keene

In 2023 we purchased a "Brand new" Durango with the Hemi Orange package. We were happy with the purchase. I recently was hit from behind and stopped at a local body shop and was informed that the car had been repaired and repainted. I stated I've owned this car since new, he showed the areas that had been replaced and repaired. The tailgate was repaired and repainted, tow cover replaced, the bumper cap had been replaced and the left rear quarter repainted. I replace vehicles every 2-3 years and am a Mopar guy! 6 Rams, Charger, Caliber, etc. I thought I found a reputable dealer and would be buying more Stellantis products locally. I typically receive a monthly solicitation email from the sales manager about my interest in a new vehicle. When I discovered the damage sustained to my vehicle prior to my purchase, I informed him of this but never received a reply from him. No follow up at all! I won't be buying from them again. What they did was deceitful and their lack of response proves that.

Why don't they reply to the negative reviews? I see responses only on positive reviews.

Update: To the owner, Thank you for your reply. Today I picked up my Durango from the body shop. I received more news about the damage sustained prior to buying it from your dealership. The damage was so severe that the hitch had to be removed and a "filler bar" was installed and there was damage to the exhaust tailpipes as they do not exit through the bumper as they should. When I purchased the vehicle, the salesman I believe it was Brian Zipp? told me there was a hitch and all I had to do was remove the cover to use the hitch. I took his word for it and never looked. This past winter we decided to use the vehicle to tow our snowmobile and trailer. When I removed the cover I discovered there was no hitch! So I was in desperate need of a hitch and had to pay several hundred dollars to U-Haul to install one. Unfortunately it is not a factory system and it shows. But we needed one right away and didn't have another option. I'm not sure of the threshold needed to be met, according to NH regulations. But my belief is there was significant damage done to the rear of this "New" vehicle requiring the hitch to be removed, the bumper and hitch cover replaced, rear tailgate repaired, repainted and the rear left quarter repaired, repainted. I am available for discussing this further, my contact information is available within your...

Everyone was friendly, but I had many issues with the lack of communication. My car was there for two full days with no updates. I was told they’d let me know when a part arrived. They estimated by the weekend or early the next week but a full week passed with no calls. I had to keep reaching out just to get basic information. In the end, my car wasn’t fixed for nearly three weeks because of the delays here.

The manager eventually called me, but it felt like unless you knew exactly what to ask, you were left in the dark. They also completed a recall without my permission, even though I brought the car in for a separate concern.

While the manager clearly explained the process and pricing at the end and expressed that “we’re human and can do better” which felt no one truly took accountability for the communication breakdown. Due to this experience, I no longer trust this dealership and won’t return. The time and effort I spent just trying to figure out what was going on ended up being costly, and I didn’t even get my car repaired.

Though I love Jeep brand vehicles, this experience has opened me up to explore other options. I’ve since found a mechanic with better rates, clear timelines, strong organization, and respectful communication…..including calling to ask for permission before doing anything extra.

This proves you don’t have to accept poor customer service there are better options out there. Communication is 🔑! Thank you.

To your response: Thank you for the response. I understand that recalls may be necessary, but I believe customers should be informed and given the choice before any work is performed especially when it’s not the reason the vehicle was brought in. In my case, that communication never happened. Regardless of intent, this should’ve been a conversation, not a decision made on your team’s behalf.

It’s not just about what was done, but how it was done without permission or discussion. Respectful communication and transparency matter just as much as the...

Let me just start off that Kelsey in service is by far one of the most respectful, courteous, patient, and knowable staff! A quick backstory of the long headache leading to my experience at Keene Chrysler Jeep Dodge Ram. I purchased my New Dodge Challenger at Herb Chambers Dodge (where I have purchased all my vehicles) in Massachusetts where I also live. One of the extra's I purchased was the wheel and tire protection plan. With in the first few weeks of owning the car, I was cut off and got a small scuff on one of the wheels do to a curb. Long story short, I went to Herb Chambers to use my protection plan and was told they could not match the matte black wheel so they could not fix it. After battling with them for over 2 years and instead of the dealership to just replace my wheel at this point. They tell me the chemical they need to fix the wheel could not be transported into Massachusetts and for MYSELF to find someone that could POSSIBLY fix it. (This same protection plan they continue to sell to people which they can not honor) This is when I contacted Keene Dodge and had the pleasure of working with Kelsey! I explained everything that has occurred and she began working on a resolution right away. I dropped my car off in Keene after taking it out of storage, and Kelsey contacted Herb Chambers Dodge along with many others to get the ball rolling to finally get my wheel fixed. After a few weeks Kelsey got the claim approved and now had to get someone to fix it. About a week after the claim was approved she managed to get done what no one else could, by getting my wheel fixed! I can't thank Keene Dodge enough especially Kelsey with everything she did to make sure I had the best experience I could with everything that occurred! I would recommend everyone that visits this dealership for service on the vehicle has the pleasure of working with Kelsey, as again she makes your headache hers and finds a resolution!

Thank you again for...