I am submitting this complaint after making multiple good-faith attempts to resolve serious service and customer-care issues directly with Casey Chrysler Jeep Dodge Ram in Springfield, Vermont, without receiving any response from dealership management or ownership. This complaint is not about seeking a refund, free service, or compensation. It is about documenting a pattern of poor service, lack of follow-through, and complete failure to respond to legitimate customer concerns. Summary of the Issue I brought my Jeep to the Springfield dealership for a simple oil change (not part of Jeep Wave). Despite clearly stating that I would be waiting, the service took nearly an hour and a half. The only feedback I received during the visit was that the engine air filter and cabin filter needed replacement and that a tire rotation was recommended. I was not provided with a written inspection report or any broader overview of the vehicle's condition. Additionally, my vehicle was already more than a year overdue for its state inspection, and this was not noticed or mentioned during the service visit. Airbox Debris Discovery During the visit, I acknowledged the recommendation to replace the engine air filter. An air filter is a routine and simple maintenance item that many consumers can replace themselves, and I chose to do exactly that rather than pay for a basic service. However, when I replaced the filter a few days later, I discovered a significant amount of acorns and debris sitting in the bottom of the airbox. This debris would have been clearly visible when the filter was removed during service. No one mentioned this condition, offered to address it, or noted it as a concern. As shown in the image I have attached, this debris was plainly present and not subtle. Recommending a filter replacement is one thing; failing to disclose or acknowledge debris inside the airbox is an entirely separate issue and one that should have been addressed or, at minimum, brought to my attention. Prior History with This Dealership This was not an isolated incident. Over multiple years and ownership changes at this location, I have experienced recurring problems, including: Steering components on my Ram being welded during a warranty repair without my prior knowledge or consent. While I understand this may have been a manufacturer-directed stopgap repair, I was never informed it would be a permanent welded solution, which removed my ability to pursue other options or have the vehicle aligned elsewhere. Warranty reimbursement inquiries that were never answered. Extended emissions warranty questions that were never followed up on. Ongoing issues with communication and accountability across both service and management. Lack of Response and Follow-Through What elevates this complaint beyond service quality is the complete lack of response afterward: I submitted a detailed message through the dealership's website contact form, as no email address is publicly listed. I received no reply. I printed two copies of a written complaint and hand-delivered them to the Springfield location. The general manager was out at auction, so I left both copies with the service manager, who stated that action would be taken and that I would receive a follow-up call. That call never occurred. I later escalated the matter directly to ownership. Again, there was no response of any kind. It is now December, and several weeks have passed since these concerns were raised through multiple channels. During that time, I have received no phone call, email, acknowledgment, or request for additional information from the service manager, general manager, or owner. Why I Am Filing This Complaint I am a business owner myself, and if a customer of mine had been treated this way--if their concerns were documented, escalated, and then completely ignored--I would consider that a serious failure. I did not ask for money, compensation, or special treatment. I asked for acknowledgment, communication, and assurance that these issues would be addressed so other customers would not have similar experiences. None of that occurred. Based on my experience, this dealership demonstrates a consistent pattern of poor communication, lack of accountability, and disregard for customer concerns once a transaction is complete. Desired Outcome I am submitting this complaint for documentation and transparency. At this point, my goal is not resolution for myself, but to ensure that this pattern of behavior is formally recorded so other consumers can make informed decisions. read more

Kelley Sales & Service - Lack of care is clear. - Car Dealers Near Me - Springfield, Vermont

Great experience. Great prices and wonderful staff. I came in and bought my dream vehicle and left in less than two hours.

Blew my transmission on my 2016 jeep that I purchased at Kelly's. Brought it to Kelly they dick me around for 2 weeks until they replaced the transmission I thank God when I bought it that we got the 100.000 miles warranty Or I probably be holding ass with my hands . So very disappointed. My family have brought jeep there before and had good sales and service from Kelly's. So sad. Thinking will go to another jeep dealership. read more

I purchased a Jeep here last weekend and couldn't be happier! Michael, my sales associate, kept me up to date with the status of my vehicle and answered all questions thoroughly and promptly. They worked with my insurance company and the finance department to get the best rates available and to make sure I could take my Jeep home the same day. I wouldn't hesitate to recommend Kelley Sales and Services to anyone looking to purchase a vehicle of their own! read more

On July 7, 2018 my transmission blew on my 2014 Jeep Grand Cherokee Limited. I called Kelley's and spoke with Ahmed and asked about warranty and if they had loaner cars. He was rude and said they did not do loaner cars. I asked about rentals and he said it's like 40 a day but they didn't have any of those either. He said my warranty was expired and there was nothing they could do. Mind you the warranty was 100k and my vehicle had 107k. I had it towed home until I could figure out what to do. -On July 9th, I had it towed to a friends shop who diagnosis it as the transmission. It was going to be a hefty bill. -On July 10th, I talked with Kelley's Service Manager Dale about the issue and he said he would talk with the rep and see if we could get some help toward it. In all fairness, Dale was very kind and helped the best he could. -On July 11th, Dale called back and advised that the area rep would help toward the issue. He said he has to officially diagnose it because it could be something small. I asked that if worse case scenario the transmission needed full replacement what was I looking at for a price. He said $800-$1000. Told him I'll talk with my husband about getting it towed there. -On July 12th, I called Dale back to confirm quote. The conversation with Dale was recorded and he verified that worst case scenario would be $1000 before we had it towed. He said "correct" and I told him I'd have towed it there then. -On July 13th, Dale took a look at it and said yes it was the transmission and I would need a whole new one. He advised that he was waiting for the rep to call back with final approval because the cost is over a certain amount. I then verified that it would still be like $1000. -On July 16th, I received a call back from Dale saying the rep will only commit to splitting the cost 50/50 so the total for me would be $2148.55. I got upset because the quote was $1000 and that is more than double the quote and I had it towed there on the premise that it would be $1000. I asked to speak with Dales supervisor and they sent me to the sales manager. He said he would look into it. I received a call back from Larry the director of service later in the evening and I explained the situation and he said he would figure out what was going on and call me in the morning. -On July 17th, Larry called back and says he figured it out. Dale told him that he quoted me $1000 because that has been the situation with cases like this but the rep said this time only 50-50. I told him I needed to figure this out. I tried to call the GM but was shuffled around and disconnected. -On July 18th, I called back and asked for Larry and emphasized that I was not very happy with the price considering the original quote was for $1000. He said he looked into more and said my transmission fluid was dirty and that caused the failure and that's why it was only 50/50. I asked him for the new quote and how long we were looking at. He then said he would call me back. He called back and left a message with that information. I tried to call the GM again. The operator sent me to a receptionist? For Dave? But was disconnected because of a "bad connection". I called back from a landline and asked for the manager again and the operator said hold on and then the next person "Can't hear you" and hung up. The third time I tried again and asked for the GM and the operator said to hold on and sent me to Ahmed the Financial Manager. This was all within 2 minutes. I said I didn't want to talk with him that I wanted the GM. He told me I was looking for Larry. I said no I already talked with Larry I want his superior. He decided to speak with me claiming he has 26 years of service and anything the GM could do he could do too. He accused me of calling on the 7th pretending to be someone else when I asked about the warranty. Then maintained that I would never had been quoted without them looking at it. I informed him that I did receive a quote and that is not my problem. I told him that I had a recording of Dale verifying worst case scenario we were looking at $1000. He wanted to hear it. I called him back and played it for him and he said that it was IF. I explained again how this went down and continues to talk down to me and accuse me again of impersonating someone else on the 7th. Finally said he would look into it and get back to me. Never heard back. -July 19-I called again and asked for the GM and the operator sends me to the sales director . I explain this all over again. When I asked for the GM he tells me that they don't really have one of those they all kind of have an equal part. I ask for the owner and he says he does not have an office at their location and offered to email him but never took my information and deflected about how no one would give me a quote without looking at the vehicle. I explained that he did! He did not call back as he said he would. No one has called me back from Kelley's and today is July 25th. read more

I have purchased many vehicles from this dealership, my last experience with them was not the best. I feel as though I was deceived. I feel as though I was taken advantage of and I feel as though I was not given the service this time around. I don't see myself returning here again. read more

I went in to buy a used Ram and walked out the owner of a brand new Ram BigHorn. I am not one for dealing with sales staff pushing vehicles that you are not interested in, and this sales staff showed me my options and helped me make what turned out to be the best decision! I am very happy with my new truck and my dealership! I will absolutely buy my next vehicle from here, I am so glad I stopped in! read more

They have done a fantastic job in finding the right vehicle for our budget and needs. The service department is very friendly and quick to answer questions. We have purchased not only our last two vehicles but also my job trailer. I highly recommend them. read more

Our latest van purchase from these folks was less than sparkling -- the transmission completely died one month after our purchase, and they would do nothing for us...not even a discount on labor. read more

Our car was in there shop 3 times for being hit in accidents, everytime it had to go back in the shop because it wasn't done correctly, they never aligned the car after one accident and it ate the front tires off the car, there fix they aligned it and put used tires on it that were not the correct size. They never checked the rims for being bent just repainted them. They buffed the front headlight through the first layer of plastic the insurance company paid to have the light replaced it never was done. The last time it was covered in over spray and the 2 rims were never checked or painted. When contacting them was told the problem was being looked into. My exwife brought the car in for winter tires and an vermont state inspection and the mechanism told her it would fail due to brakes and rotors being rusty. When she came home I was very angry pulled the wheels and showed her the brakes were less than 6 months old and were still like new as for the rotors they looked perfectly fine its vt rotors get rusty. Filed a complaint with the BBB and the service manager lied and was rude. Second time the owner contacted BBB and I excepted her answer talked to her on the phone, we set up a time to bring in the car and insurance papers for the accidents. When I called the day of the appointment to confirm it I was told there was no appointment scheduled. Lmao they just wanted a good report back to the BBB. Stay clear of the dealer ship in Springfield Vt. read more