Herb Chambers Chrysler Dodge Jeep Ram FIAT of Millbury

Sales = Great, Service = poor Rob Gallant was a phenominal sales person and I would recommend him to anyone. That is where the great experience ended. After driving the tru Rob Gallant was a phenominal sales person and I would recommend him to anyone. That is where the great experience ended. After driving the truck for only 50 miles I noticed a shake. A SIGNIFICANT shake. I then took it in to the service department. I was told that "That's how the truck was designed." WHAT!!!!! Nobody designs a truck to shake. I had to go back numerous times for the same reason. I drove a multitude of other trucks on the lot as well, that did NOT shake the way mine did. Guess what... "That's how it's designed." was the only thing that the service manager knew how to say. Ultimately it cost ME a lot of money to have the problem fixed because the service department there didn't want to truly troubleshoot and fix the problem. The experience was frustrating and any decent dealership would have been concerned about their customer and not blowing them off. More

Misinformation and False Offers My overall grade for Herb Chambers is a "C" and for this location a "C-". Let me describe the experience: I reached out to one of the Massachusetts My overall grade for Herb Chambers is a "C" and for this location a "C-". Let me describe the experience: I reached out to one of the Massachusetts Herb Chambers dealerships with a request to lease two vehicles. I began my negotiations with the staff, in order to understand and outline the metrics that would be used to define the sale/lease. For instance, money factor that relates to interest rates, MSRP (i.e., manufacturer's price), the minimal residualized MSRP (i.e., the bank dependent depreciation prediction), dealer's fees, and most importantly, the "Invoice/Selling Price". Unlike other customers, I was actively engaged in every number related to the negotiation, in order to conserve traveling time and to avoid making an impulsive buy/lease. After several days of learning the formulations, conducting many calculations, and receiving confirmation related to the accuracy of those numbers, the dealership staff finally proposed an offer that would be "honored" for two days. Should you believe that the dealership would "honor" their offers? As a conservative and non-impulsive consumer, I waited until I received formal documents that confirmed the offer, which along with the promise to "honor" that offer, assured me that it was a "done deal." This was reason enough to take time off of work and to travel to the dealership. The result of my travels and time were anything but a 'sealed deal'. After days of emails and calls, and hours of back-forth travels, the dealership did not "honor" the offer. Their response...A "mathematical error". Math is a core element of my profession and so, it was unclear as to whether there was truly a "mathematical error". Surely, they could have further discounted the "selling price" or evaluated another bank for rates that may have deviated from the estimated. Or, perhaps they could simply have honored the straight-forward math, which was embodied in the proposed offer. Dealerships have a way of trying to confuse consumers by mixing up a lot of terms and mathematical formulas. Many of the large dealerships (e.g., Herb Chambers) have financial software/computer programs that are able to shift the numbers around, and this process is often used to favor the dealer. In the words of the manager at this site, "if it had been a $500 discount maybe we could honor it, but any more than that... we can't"... In general, the experience should not be acceptable for an organization that markets itself as a "customer first' organization. Herb chambers as a brand has really shifted away from a 'unique' customer experience to a bit of the same. The second vehicle that I was actively negotiating was actually given to Mr. Herb Chambers' personal pilot, while I (the customer) was expending mental energy, physical energy as it relates to my travels, and time in the negotiation process of the vehicle, which had already depreciated 11% (i.e., lost value) from the moment it was driven off the lot by the corporate employee. In fairness to that particular dealership, I contacted the manager and corporate office to share my concerns and experience, but those discussions did not seem constructive. Instead, I received similar 'sales talk' where numbers are worked out in favor of the dealer. I received a classic conflict resolution response, "most dealerships wouldn't even bother to call or apologize, but I wanted to call you because we are different." I also received a unique response, "you shouldn't have been told that Mr. Chambers' pilot had the vehicle." I appreciate the transparency as to the latter response, but it doesn't change the overall experience and bad business. The manager's attempt to mitigate the fall out led them to make additional 'promises' towards another deal. The result was that after two days of additional emails and phone chats, the new excuse was that they couldn't project a deal out into 8 weeks because the bank rates change too quickly to commit to a price point. The solution would have been to honor the offer. HERB CHAMBERS DOES NOT HONOR ITS OFFERS. It is no different from other traditional dealers. The parent organization called me in an attempt to resolve the issue, but it was more like trying to turn off the emotional fire than to actually address the issue. I don't have an issue with whether a corporate official was using a vehicle, as much as I care about the time spent, work-day lost, and lack of consideration throughout the customer experience. In my opinion, car dealers should treat people and their time, and their investment risks, with as much care and respect as they treat their business. More

Horrible ! Applied for financing for a car and they never let me know the outcome then sold the car before letting me know anything. Horrible ! Applied for financing for a car and they never let me know the outcome then sold the car before letting me know anything. Horrible More