Mike Frazier

We purchased a brand-new 2021 Jeep Grand Cherokee L from Hill Kelly in Pensacola in December 2021, expecting quality and peace of mind. Instead, we’ve dealt with relentless electronic failures for nearly tw Hill Kelly in Pensacola in December 2021, expecting quality and peace of mind. Instead, we’ve dealt with relentless electronic failures for nearly two years — and a dealership that refuses to take meaningful action. Since 2023, the vehicle has been in the shop eight times, often for weeks or months at a time. Timeline of visits: 11/17/23 – 11/21/23 (Service rotation wait not documented) 06/12/24 – 06/17/24 (Service rotation wait not documented) 07/12/24 – 07/15/24 (Service rotation wait not documented) 07/30/24 – 08/22/24 02/17/25 – 04/01/25 04/08/25 – 04/28/25 05/20/25 – 06/10/25 06/12/25 – Present Despite all these visits, the same dangerous problems return — malfunctioning sensors, random seat movement, incorrect fuel readings, gear shifting failure, and loss of acceleration. One of the most terrifying moments happened on I-10. The vehicle stopped shifting gears, the accelerator failed, and the blinkers and hazard lights completely shut down. The dash flashed every warning imaginable. I was helpless, trying to merge off a busy highway with no power, signals, or control. It was traumatic and dangerous — and yet another reminder this vehicle is completely unreliable. Another time, the car was in the shop for nearly two months to replace a control module. A week after pickup, the same issues came back. We returned it again. Hill Kelly claimed it was fixed. Most Recent Breakdown – June 2025 Just one hour after pickup on 06/10/25, the same sensor failures occurred. After reversing from our driveway, the vehicle wouldn’t even shift into drive. It’s now back at the dealership — again. In frustration, we asked to speak with a service manager. We were told he was in a meeting and unavailable until the next day due to monthly admin work. On 06/12, we tried to speak with any manager. We were told the general manager lives in Alabama, the sales manager was off that day, and the acting manager was doing payroll. No one made the slightest effort to talk to us or show concern. The only person who genuinely cared was our service advisor — he tried to help but ultimately had no authority. Management showed zero urgency or accountability. Sales Department Experience We even tried to trade in the vehicle and asked if Hill Kelly could work with us. We proposed a discount on a new car or a better trade-in value to help with the remaining loan balance. They refused any accommodation. When we went in to discuss the trade-in, we were treated with disrespect. The salesperson ignored our clear statement that we were no longer interested in Jeep and kept pushing us to buy another one. He falsely claimed their promotion would “cover the difference” — it didn’t. The offer wasn’t even competitive with standard pricing online. He was dismissive and refused to negotiate even slightly, despite knowing the vehicle we were trading in had been in and out of their shop for two years. He even told us, “I recommend going to Honda,” and, “I’m retired military — I don’t need this job,” making it clear he had no interest in helping us at all. This entire experience — from inconsistent repairs to apathetic management to rude sales tactics — has been unacceptable. We will never recommend Hill Kelly and strongly urge others to look elsewhere if they expect accountability and quality service More

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This is the best dealership in the southeastern United States Great customer service always atitive to every need and the best selection of vehicles and pricing. States Great customer service always atitive to every need and the best selection of vehicles and pricing. More

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Horrible Service I bought a 2021 Dodge Challenger and I’ve been having issues with it since I got it check engine light is on it’s making a clicking sound and they give me an appointment a month away and I’ve been having issues with it since I got it check engine light is on it’s making a clicking sound and they give me an appointment a month away and send me on my way I regret buying a car from Hill Kelly dodge horrible horrible service More

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Great service and excellent customer service. The time it took to complete the service was great and waiting area was very clean. took to complete the service was great and waiting area was very clean. More

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Excellent customer service every time I come in to do anything from making an appointment to buy my car and all in between. I love the customer service. anything from making an appointment to buy my car and all in between. I love the customer service. More

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They did a great job. Were fast and explained what services were going to be done. I Would recommend a service to friends and family. services were going to be done. I Would recommend a service to friends and family. More

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So far this is my best experience with a Jeep dealership and it service department. Communication was great with our service manager, Mike Frazier! I would highly recommend Hill-Kelly and Michael Frazier! T and it service department. Communication was great with our service manager, Mike Frazier! I would highly recommend Hill-Kelly and Michael Frazier! Thanks More

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Truly outstanding service from beginning to end. Very efficient at what they do. I would absolutely bring my vehicle to Hilly-Kelly Dodge again with3 question. efficient at what they do. I would absolutely bring my vehicle to Hilly-Kelly Dodge again with3 question. More

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The Hill-Kelly staff was very professional and my vehicle was serviced in record time . The facility was very clean and organized . I found the customer lounge comfortable . Great service experience . was serviced in record time . The facility was very clean and organized . I found the customer lounge comfortable . Great service experience . More

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Wife brought our minivan here for the first time since we just moved to Florida from New York. Service was exceptional and they even figured out our interesting service warranty contract from New York! Very just moved to Florida from New York. Service was exceptional and they even figured out our interesting service warranty contract from New York! Very helpful and friendly! More

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