Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in March of 2024 I had a scheduled appointment for my 2016 Dodge ********************* appointment was for an oil change and to address 4 problems. 1. No A/C 2. Check engine light on 3. Fuel tank not reading 4. Roof-water leak During that visit they completed the oil change, replaced the back light for the water leak. I was told by **** in the service department the lines for the A/C system repair needed to be ordered. The check engine light and fuel indicator was not working due to a fuel sensor fail, that part also needed to be ordered. I picked up the truck with the understanding when the parts arrived I would be contacted to reschedule the repairs. After I didnt hear anything for a couple of weeks I called for an update. I was told by **** in the service department that he couldnt see any parts on order and that **** no longer worked there. Another couple of weeks past, it rained, I noticed the water leak was still there. I contacted the dealership to tell them about the water and check in on the parts. I was told by **** the parts had not arrived. On July 16th, I contacted the General Manager ***************************** via email. He responded that afternoon and put me in contact with ****** in the service department. I dropped my vehicle off and they were able to repair the A/C unit. He stated the water leak was due to the passenger side seal and it needed a fuel pump. Those parts needed to be ordered, again I picked up the truck with the understanding he would contact me when the parts arrive. I have been trying to get my vehicle repaired for four months. Ive been extremely patient and understanding of every excuse I had been given. I understand any garage could repair my truck, however I paid a lot of money for the warranty when I purchased it, I should not have to pay out of pocket for these repairs due to their lack of service to honor my warranty.

  Business Response

  Date: 08/28/2024

  Hi, this is *****************************, general manager calling from Herb Chambers, Jeep and Danvers. The complaint numbers ********. This came in Tuesday, august 20th and with 2 weekend days, I help them on day 5. I was away a seminar last week. The customer that is complaining has been a good customer of ours. And has just been waiting a very long time due to the fact that we have been waiting on parts from ****** and trying to get her vehicle through our shop. So we very much still value this customer's business. We respect the fact that she is not happy with the timeline. We would like to have had things completed in a more timely fashion as well. And I am happy to talk about any kind of compromise or resolution or also attention to this.

  Customer Answer

  Date: 08/30/2024

  [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

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.