This review is to document my experience purchasing and returning a Jeep from Herb Chambers…read moreChrysler Dodge in millbury because the way this was handled was unacceptable. I initially worked with Victoria, the sales associate. She was polite and friendly, but not proactive. I was sold a Jeep that shortly after purchase, showed serious acceleration issues. On top of that there was physical exterior damage that was never disclosed to me prior to pickup. I only noticed it at delivery and had to point it out myself, despite having already signed paperwork stating the vehicle had no damage. I was so disappointed with my purchase from hour 1. I called Victoria and was told I'd get a call back that didn't come even after 72 hours had passed. Within the first 24 hours, I immediately contacted the manager Brandon and tried to work with the dealership to find a different vehicle. He stated I could chose any vehicle in an herb chambers lot and he'd have it delivered to millbury for a test drive/purchase. His efforts and Victoria's general demeanor is the only reason my review is 2 stars and not 1. The Jeep was returned within 48 hours, so this was handled quickly on my end and documented. Despite this, the tone immediately shifted once I wanted to return the car and move on. I worked directly with the manager Brandon and while he did attempt to help me look for another vehicle, nothing suitable was available. Not to mention, several of the vehicles presented to me were not clean and, in some cases, not even properly drivable. I explained that it's extremely difficult to identify mechanical or cosmetic issues on a vehicle that is not actively maintained, not fully fueled, and covered in snow and road salt. When a car is visibly dirty, dents, scratches, and other defects are easy to miss. I understand that weather conditions can make it challenging to keep every vehicle spotless at all times. However, these were vehicles I had already selected and that were specifically being presented to me for consideration and testing. At a minimum, I would have expected them to be washed or hosed down beforehand, especially knowing I was there to test drive and inspect them. When I found a single vehicle I briefly considered that was $2,000 or so over what I was approved for, I was told it was a " non negotiable smart price" and that since I had purchased from Herb Chambers before, "I should know how this works." That was especially frustrating considering my prior purchase was at a Boston location, where the experience was completely different. They were kind, transparent, and even repaired a minor tear in my BMW seat after purchase because it was within 30 days.
The most unacceptable part of this experience came after the return. It took OVER A WEEK for my loan funds to be returned and the dealership refused to reimburse the $150 bank fee associated with issuing the loan in the first place. I ended up being responsible for the fee and then on top of that I still had to pay that fee again for the loan/car I actually ended up purchasing. There was also an implication that the vehicle damage may have been caused by me, despite how quickly the car was returned and the issues being present at pickup. For comparison, I later that same week purchased my Audi Q3 from Nucar Chevrolet of Lowell and the process was smooth, transparent and completely stress free. I would recommend them ten times over. The contrast in professionalism and accountability was night and day. I went out of my way to the Worcester/millbury area for this deal, only to be sold a vehicle with mechanical issues, undisclosed damage, delayed funds and unnecessary pushback when the situation was clearly not my fault.
Between the lack of transparency, the slow and costly return process and the way responsibility was handled, this is not an experience I would repeat. Never again. If you can go anywhere else- do it!
