ComplaintsforHerb Chambers Chrysler Dodge Jeep RAM Fiat of Danvers

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening,My name is ***********************. I am writing tonight for assistance with an issue I am actively having with Herb Chambers Danvers leasing office. I believe I have a lemon and am being bullied into an unsafe vehicle. The sales manager, *****************************, has been less than forthcoming and questionable at best. In summation, three weeks ago from having a two day old **** lease vehicle was undriveable and inoperable because of an alleged transmission issue and towed to the dealership three weeks ago (17 business days ago), To which the dealership was escalating this complaint to ***************** I was told prior to the escalation, a new transmission would be likely required. Now, I am being told it simply was a coding error and the car is ready for pick up.if requested I can attach the communication Ive had with him, and I believe it speaks for itself. If you have any insight or advice, I would greatly appreciate it. I simply want a safe vehicle to drive into work as a nurse in ******.Thank you for your time,*********************** ********************* ************

  Business response

  01/24/2024

  Good Morning,
  
   
  
  *********************** leased her **** Jeep Wrangler: *****************-VIN from Herb Chambers Chrysler Dodge Jeep Ram of Danvers on December 18th, 2023.  ******* then had her vehicle towed to the dealership on December 21st.  ********************** then reached out to Jeep for technical assistance.  We followed Jeeps recommendations and returned the vehicle to the customer on January 12th, ****, per Jeeps instruction.  Subsequently, Kaileens Jeep was towed back to Herb Chambers Chrysler Dodge Jeep Ram of Danvers on January 15th, ****.  At this point after another communication with Jeep technical assistance, Jeep is sending us a replacement transmission for Kaileens vehicle.  This repair is covered under Factory Warranty, and we have Kaileen in a no cost warranty loaner vehicle just as we did the first time Kaileens vehicle was towed in.  At this time however we do not have an ETA for the arrival of the new transmission, but we will keep ******* updated. 
  
   
  
  *Jeep is now owned by Stellantis and cases that are escalated to Stellantis corporate Service as this was are called STAR cases.  This Star case # is (*********) and the *** *******.
  
   
  
  Thank you,
  ******
  
   
  
  *****************************
  
  General Manager
  
  Herb Chambers Chrysler Dodge Jeep Ram Fiat of Danvers
  
  ********************************************************
  
  Danvers, ** *****

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my 2017 Dodge RAM to this ************** on April 13, 2023 for a broken air suspension system. This ********** weeks my truck is being held hostage by this **************. I usually make my own repairs on my vehicles but in this case, Chrysler has made the repair codes very vague (cryptic) and impossible for the DIY Mechanic to fix so I am at the mercy of the dealership.This ******* center has given me excuse after excuse each week for why it is not fixed. They have thrown multiple $1500 parts at it telling me it is the fix and the following week the excuses and lies continue. I've been told the parts did not arrive, while my Chrysler Customer Claims Case Representative tells me they were delivered earlier that week. They do not give me regular updates. Usually if I don't call by close of business on Friday, I don't hear from them at all.Last week, I received a VM Tuesday telling me the latest round of parts were in but the Tech would not be able to get to it until later in the week because they had "bigger jobs" in the way and they hoped to get to it later in the week. As if eight weeks in their shop isn't a big deal. I called back Friday morning to get an update. ****, the ******* Rep, told me the Tech is working on it now and it should be ready by the end of the day. I explained I was traveling home on business and probably would not be able to take the call as I will be inflight but please leave me a message and he agreed. My flight touched down at 4:40 PM and surely enough, no message from them. I called, **** tells me, after a lengthy wait on hold, the air suspension is working but there is still a code. I asked for the truck and was told, its not fixed so no and they do not know what the code is because the Tech left work early and did not give them an update.Tuesday morning and I still have not heard anything from them.Also to note, I tried to get me truck back somewhere around week three of this nightmare. After their $1700 Air Reservoir did not fix the problem. I asked, please take your parts out and give me the truck back broken. They said the only way I was getting it back was if I paid $1500 in labor fees. So the truck is being held hostage and the list of expensive parts keeps growing.The ******* rep is **** and the Manger is *****, both of which I have had very heated arguments with over the poor customer service and extortion I have received from this company.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought in my vehicle to Herb Chambers Jeep in Danvers,MA to service for an ignition node issue on November 16th 2022. The service team has kept my car in the shop for nearly two weeks. It is November 28th and I still have not gotten my car back. They are discussing with Chrysler, the manufacturer on how to fix the problem. My problem is not only did I not receive a courtesy vehicle to get around in the meantime, each time I called I was told they were on the phone with the manufacturer (Chrysler). This is very alarming because I don't think they can fix this. Which means my vehicle should be recalled and I should be compensated. They are delaying and taking time and I have to take paid transportation to and from work everyday (45 mins to go and 45 mins to come back). I am spending upwards of $50 everyday and all the while, the dealership has not given me an estimate on when the car will be ready and refuse to help me. They have said to my father that they cannot fix it, while on the phone with him. This is a serious issue that needs BBB to step in. I am very afraid that they will return the vehicle to me my while knowing they have not fixed it. I do not want to put my life in danger. I no longer trust jeep and can no longer trust my vehicle if even the manufacturer does not know how to fix it.

  Customer response

  12/09/2022

  I have not heard from the business in response to my complaint. I also have not received any update on my car beyond the complaint update I sent last week. My car is still in the shop  and there is no estimate on when it will be done. In a few days it will be a month since I sent my car to be serviced. Meanwhile I am spending money Monday to Friday to take transportation to and from work. I am appalled by the lack of consideration and communication from this company. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This dealership "grounded" my vehicle (repossessed) last night although the dealership manager extended my agreement verbally due to the shortage of leased vehicles when my contract was up in January 2022. I was informed to continue making my lease payments, and always checked in with the dealership on when new vehicles would arrive. I was always told none were in stock and to keep paying on the lease. I am now seeking reimbursement for the past 10 month lease payments, repairs to the vehicle that I made and other incidentals. My plan was to purchase this vehicle outright, however, the manager verbally told me he would roll it over and not worry about the taxes.This dealership is a predatory lender, who treats their customers badly. I have been in touch with various representatives in writing about bad behavior with no response. Bad behavior, including my being yelled at and called names by the manager, being hung up on, ****** along and misadvised and now my car that I have leased for over 6 years with this dealership has robbed me of the equity I built up. My plan was to purchase the vehicle outright if they did not have a new vehicle for me to lease. They tracked the vehicle (illegally) as I was sleeping in a hotel displaced from a house fire in the middle of night. My husband had to lose a days pay as we scrambled to find alternative transportation. I was informed by GMC hotline that I called to inquire about the repossession that this dealership has been doing this type of illicit practice to other consumers as well.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Herb Chambers dealership "grounded" my vehicle on 10/25/22, in the middle of the night, while staying at a hotel after being displaced for a house fire. Due to no new vehicles on the lot (supply shortage) the dealership manager extended my lease agreement in January 2022, verbally due to the shortage of leased vehicles when my contract was up. I have been paying on time every month, and kept checking in with the dealership on new vehicles arriving on a regular basis. I was told to just keep paying the lease, and they would keep me abreast. I am now seeking reimbursement for the past 10 month lease payments, repairs I made to the vehicle and other incidentals. My plan was to purchase this vehicle outright if they could not provide a new leased vehicle. Additionally,, the manager verbally told me, I could roll it over and not worry about the taxes. I now lost the equity I built up on this vehicle (have leased this particular vehicle for over 6 years with this dealership). I have been treated poorly in the past by the manager, and reported abusive behavior to the corporate office to now avail. This dealership is a predatory lender, who treats their customers badly. I was informed by the *** representative, that they have been doing this to other consumers as well.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally went for my heat not working thru the vents was fixed to factory standards . Come to find out no hot air , cool air was blowing through. Took it back to the dealership and charged me again to fix it. After dealing with management I asked for a loaner and they eventually loan it for free. After four weeks they finally fixed and returned to pick up vehicle. My vehicle interior was damaged by some water leak when left in lot , and not cleaned after work by tech. And to top it off. Engine light is on now and they state my vehicle has a misfire all by sitting therein their lot, And they all know nothing and I would have to pay more money to figure out what is wrong. Beyond frustrated and they wont do anything . Vehicle is not safe to drive if engine is misfiring and they let me leave the lot.

  Business response

  03/17/2022

  Dear **********************,  I sincerely apologize for the delay with replacing the heater core in your 2012 Jeep Liberty.  Ray our service director has advised me that he reduced the price by $600 for you yesterday and that he provided you with a service loaner before you picked up your vehicle because you needed time to come up with the cost of the repair.  You need to authorize the diagnostic charge if you want us to diagnose the check engine light.  If you authorize the repair the diagnostic charge will be credited to the repair cost.  If you decide not to have us make the repair than you will have to pay the diagnostic charge.  Thank you, *******************

  Customer response

  03/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Im sorry but they is unsatisfactory unfortunately. When when my vehicle was brought there the first time for the heater system it was supposedly fixed.
  I paid almost $2000 for everything total. Come to find out it needed to be brought in again due to the heater not being fixed correctly the first time and I had to pay again. The vehicle was there for a month after negotiation I was offered a free loaner. After negotiation Ray did bring down the price. The vehicles there for a month, was not happy for that . Upon picking up the vehicle is where the problems begin water in the vehicle engine light on and they tell me that it was a misfire possibly bad gas or other issue it will cost me money for them to look at it. After it sat in their lot for a month. Never had a problem with leakage in the vehicle for 10 years that Ive had it. Also upon pick up the vehicle was disgusting handprints on the windshield dirty interior is not how you have a customer pick up a vehicle. Also come to find out that my my door locks do not work on the inside now so I cannot lock the vehicle from the inside ive had nothing but problems since Ive picked up the car off for a simple heat jobI dont know what to do. Not to mention the rental when I got it they gave it to me with no windshield washer fluid bad wipers and expired expired inspection sticker Ive had nothing but problems and when I voice concerns I get excuses. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I was not happy with that
  FAQ
  
  Regards,

  *****

   

   

  Business response

  03/31/2022

  *****,  The two repairs were completely separate involving different parts, etc.  Your vehicle is ten years old and unfortunately it needs repairs like any other ten year old vehicle.  Please know that we do not want you to have to have repairs to your vehicle.  You may visit the dealership and we will provide a complimentary wash, vacuum, and clean any fingerprints.  Thank you, Jim 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was dealing with a local mechanic in ******* **. My Jeep Cherokee had damage to a control module due to a mouse eating a wire. A new module was installed and Herb Chambers had to program the module to work with my car. It was dropped off on Tuesday, Jan 25, 2022 for the programming. My mechanic called Herb Chambers for an update on the progress. They were told that the keys for my Jeep no longer worked once the module was programmed and I needed to purchase new keys. My mechanic(******** Auto) arguing with the service manager, as they have never heard of such a thing. At this point my car had been in the shop for over 2 months and I needed it back as there was a large storm coming and I needed 4 wheel drive to get safely to work on Jan 29th as I am a Police Officer and needed to work during the blizzard. I agreed to pay the money for a new key. I got my vehicle and drove home. The next day I decided to see if my car started with my original spare key as Herb Chambers did not give me my old key when I picked my car up. My car started fine with the old key even though I was told it would not work and forced to buy a new key. The new key was 283 dollars. I told ******** Auto about this and they stated that Herb Chambers was in the wrong. I have sent multiple emails to the dealership and have not gotten a response. I feel as though I have been scammed. Im assuming they either broke my key or lost it. Thank you for your help in this matter. It is a small dollar amount but it doesn't seem right.I attached the **** for the new key.

  Business response

  02/04/2022

  Dear *****,  I am very sorry that when your mechanic asked us to reprogram the *** that he installed for you that after the reprogram the *** would not recognize the key.  This is why the new key was required.  **** our level "A" technician who has worked for our dealership for twenty years and is very honest was the technician who reprogrammed the *** and advised me of this.  There is no motive on his or our part to have you purchase a key unless it was required.  Our service department is extremely busy trying to keep up with the workload for all of our clients, thus, we would not cause additional work that was not needed.  Again, I sincerely apologize that you had to purchase the key.  Thank you, *** Klimas  PS  Thank you very much for your service as a police officer. 

  Customer response

  02/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle Friday Oct 15 and was delivered on Friday oct 15 2021. There was water on all 3 rows of the carpet in vehicle grand Cherokee L. I called dealer brought in on Tuesday to be cleaned of water and find leak they said was back sun roof. My husband picked up and there is still water and now water in the tail lights. I called gm Wednesday night at 6 pm waited for a call back until just befor 11 am. Nothing was reported to management on duty yo resolve while gm is out. I requested to pick up vehicle and I have asked for a new vehicle and they said no. There is clearly water all in the interior of the car. I bought a new vehicle with 10 miles on it. I need something to be done as the dealership and corporate are ignoring my claims.

  Business response

  10/22/2021

  We explained to ******************** that the factory forgot to connect a drain tube in the sunroof which we repaired very quickly.  We vacuumed and dried the vehicle on Tuesday.  We picked it up yesterday and left her a service loaner so that we could do an even more thorough drying and replace the tailgate light that has some condensation in it.  We will return the vehicle when it is ready tomorrow.  We sincerely apologized for this big inconvenience.  Thank you.

  Customer response

  10/22/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejected this as Gm rushed the job and my husband was told this from manager on duty oct 21 and salesman. Stated it was not dealt with appropriately. I have a child with asthma and I was guaranteed the car was try on Tuesday and it was not. Then found tail light with water in it. I need a guarantee I will not have issues with this car down the road. Water interior and shell interior have been exposed to water and possible rusting. I asked how long has car sat in lot and they could not tell me. This has been fealty with unprofessionally. I was not given the original car I requested because of their over site. I am settling for now a damaged vehicle. I want a new vehicle if not I am returning vehicle and canceling loan. This vehicle is not safe nor no guarantee I will not have issues in future
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  11/01/2021

  I am sorry that we could not resolve this issue to ********* satisfaction.  We purchased the vehicle back from her per her request.  Thank you.Tell us why here...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩