I'd like to share our experience with Herb Chambers Kia in Burlington, MA, in the hope that it…read morehelps other prospective buyers avoid the trouble which we experienced.
In November 2023, we purchased a 2021 Kia Seltos Certified Pre-Owned for my daughter. Unfortunately, what should have been an exciting and satisfying experience turned into a frustrating one from the very beginning.
We had to make **three separate attempts** to take delivery because the vehicle wasn't ready, despite the dealer's commitment to have it ready on a given date. Before the third pickup attempt, I sent the dealership a detailed email documenting the outstanding issues, including:
* No inspection sticker, despite having already paid them for it.
* Wheel locks that had been promised but were still sitting in the trunk instead of being installed on the car.
* A vehicle detail/cleanup that fell well below what I would expect for a Certified Pre-Owned delivery. The car was dirty and soiled.
* Significant hazing on the driver's-side headlight that had not been corrected.
* Noticeable curb rash on one of the wheels.
* Dings and scratches that had not been repaired.
The used car sales manager acknowledged these issues and assured me they would be addressed before delivery, however it took my calling attention to the details to get them to deliver a minimally acceptable product. Incidentally, the sales rep went missing in action during this process and barely acknowledged our presence during delivery.
The biggest disappointment, however, surfaced after we owned the vehicle. The air conditioning never worked properly from day 1. We initially assumed it was a minor issue, but after additional service visits and expenses, it became clear that the problem existed from the time we took delivery. A Certified Pre-Owned vehicle should not be delivered with a non-functioning air conditioning system. And the dealer should stand behind a Certified Pre Owned Vehicle, for which a significant premium was paid. But, instead, they seem eager to hit us with a bill greater than $3K instead of honoring the spirit of the CPO warranty and doing the right thing by the customer.
What disappoints me most isn't that a used vehicle needed repairs, as used cars sometimes do. It's that we experienced multiple delivery delays, had to point out numerous quality issues before taking possession, and ultimately ended up with a vehicle that had a major mechanical problem from day one. And every time the car is brought to Herb Chambers/Asbury for service, the communication is nonexistent or elusive, requiring my daughter and me to make multiple phone calls over several hours to reach a human being. They never call us to tell us that the car is ready to pick up. And the Tekion multipoint inspections and associated paperwork provided by the company were not informative or accurate, adding to the frustration factor.
I recognize that many people have had positive experiences with Herb Chambers dealerships (and our family has bought more than 9 cars from their Honda and Lexus dealerships), but this was our first experience with the Kia location. If you're considering purchasing a Certified Pre-Owned vehicle, I would encourage you to perform an exceptionally thorough inspection of every system, including the air conditioning, before accepting delivery.
I hope sharing this experience helps someone else avoid the frustration we experienced. Again, think twice before purchasing a certified pre-owned vehicle from Herb Chambers Kia of Burlington, and if you do find the perfect vehicle there, have it inspected by an independent third party. And if you take delivery of the vehicle in the Winter, be sure to test the AC the moment you get a warm day. You might want to look elsewhere, as this dealership doesn't stand behind their vehicles and have a very unprofessional approach to their customer service.
