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Old 02-06-2015, 10:00 AM
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WORST Dealer Ever

edit: PM me for the dealer name. I guess we're not allowed to name horrible dealers and save people the trouble :/

So I've had some time to cool down and enjoy my Jeep for a few weeks so I'll go ahead and give my dealer warning. Southern NH residents should pay attention.

I wanted a 2 door manual rubicon. Color didn't matter too much. Cargurusdotcom showed 3 in inventory at 3 separate dealerships within 75 miles of my house just outside Boston. I liked one of the 3 best (had best options at best value IMO) so I decided to fill out the dealer's online inquiry.

10 Mins later I get a call from Max, the internet sales manager. I told him I'd come up the next day between 10 and 11 am (on a Saturday) and he told me he'd have the Jeep pulled up and ready to go for a test ride and to just ask for Derrick. I get there at 1030 (this place is an hour and a half away) and am told Derrick is not there. Ok, bad start. I said I don't really care what salesman I work with, let's get talking about the Jeep I'm here for.

Salesman Duane has me wait at his desk while he goes to check on the stock #. He finds it and tells me he'll go get it. I'm thinking sure that's fine but it was supposed to be pulled up and ready to roll. Duane comes back in and asks me if I want to test drive it. Ummm yeah of course. Ok he says, well I have to go put gas in it, it's empty. Ok, now we're really not off to a great start....it was supposed to be ready for me. Not that big of a deal though, just a little annoying. So I wait 20 mins at his desk while he goes to the gas station and puts miles on the Jeep I want to buy.

He comes back and we go for a ride. I instantly love it and in my mind am resolved to buy it even if I have to stretch my budget a bit. We get back and start talking numbers. The internet price is about 2K under sticker. He shows me the 4 square worksheet with the price 2500 OVER sticker. I'm like ok Duane what's this? I don't have time for this. He explains that's the price with the extended warranty and "protect all". I asked him why he assumed I wanted that crap. After a bit of back and forth I tell him to get rid of all that shit and here's what I'll pay. BTW please also get rid of your doc fees, I'm not paying your dealership's overhead. He insists there's no way out of that. My price is pretty much the internet price plus the doc fees. They would not budge one more penny on price. In my last attempt to save a few bucks I told him to go tell his manager to wipe the doc fees or I'm going home. He comes back says ok and we shake on the deal. Ended up getting the Jeep for about 500 ish below the advertised price so I figured I did ok. (All the negotiating above was done politely, not as curt as it sounds in writing...just trying to tell the story quickly....)

This is where the "fun" ends. I live in MA and this dealership is in NH. I can't register the car in MA unless I pay MA 6.25% sales tax. So I tell them to roll the sales tax into the loan. No problem. They say as soon as my loan funds they will over night mail me a check. Now, I'm a banker. I work for a massive bank, not in lending but in alternative investments and trusts. But we hold loans as collateral on bonds and I know that when a deal closes, funding takes seconds. A entry level clerk sets up a wire and it's done. With this knowledge in mind I leave with my new Jeep, happy as a pig in shit after spending 4 hours in the store.

A few days later I get an overnight fed ex envelope with the Certificate of Origin but no checks. Ok, well Monday was MLK day so the banks were closed, should have my checks tomorrow. Nope. next day? Nope. Ok I know for 100% certain that a loan should have funded by now. I have top tier credit so while the thought of them pulling a "spot delivery scam" on me entered my mind, I doubted I'd be denied a loan by any bank. So I called them on the Wednesday after I bought it. I explained to the receptionist that I had 7 days to register the car in MA and needed that check. I didn't want this to go into another week and put me up against the last day as I'm busy and can't just take a half day off from work to go to the registry on whatever day they get around to giving me my check. After over an hour and no return phone call I call again. The Sales manager calls me back with a HORRIBLE attitude, like I'm bothering him. I keep it polite but firm and explain I want my money ASAP. he says he'll call me first thing the next morning (they open at 8am) and let me know if my loan was funded and if so when I can expect my check.

He never calls the next morning. Around 11am I call and ask for the finance guy I worked with. Oh yes, your loan funded yesterday. Ok I say, so you can send me my check in today's mail? No he says the office girl only does check on Fridays (which would be the next day) and we'll overnight it so you'll have your money by Saturday.

Guess what was in my mailbox on Saturday. Nothing. So I call, a bit more angry this time. No one returns my call.

Monday there's an envelope in my mailbox from them with a check to pay off my lease for $500 which I was also expecting but no sales tax check for the additional $2200. So obviously they forgot to put both checks in the envelope. I call and explain this. I get the run around. The oh we'll look into it and call you back. They call back and tell me the check is in the mail. I'm like look dude, you sent one check. I got that. There should have been 2 in the envelope. He explains that she probably sent two separate envelopes. I explained how that makes no sense, that clearly they forgot to send one. Oh no he assures me...it's in the mail.

A few days later, still no check. Phone calls not being returned. Finally I got mad, swore at the guy Max on the phone and told him I wandted my F-ing money and that the GM of the dealership better return my F-ing call.

No call returned. Finally last Thursday I call and get Russell the GM on the phone after getting home from work to another empty mailbox. This is now almost 2 full weeks after purchase. He tells me he'll look into it...Now I admit, I full out lost my temper on him. I'm sick of being told someone will look into it, I want MY F*(O*&ING MONEY!

GM tells me to "shut the f*ck up" and hangs up on me. I call back, get him on the phone again and say look, I still have your dealer plate. You want it back or not? Do we really need to go to court over this? He says keep the dealer plate I'll report it stolen. Ok, I'm dealing with a 5 year old here. We end up both calming down a bit and he ends up being somewhat helpful. Tells me he'll double check in the morning if my loan funded and if it did I could come pick up the check (I no longer trust them to mail it) and I had planned to take Friday off anyway...NOT that I wanted to waste my whole day on a 3 hour round trip to go get the check they couldn't figure out how to mail.

So he calls me at 830 the next day, apologizes and says the office girls messed up with the help of the finance office messing up and not putting the "check order" in right but yeah I can come get my check. Sweet. I get to drive all the way to beautiful Milford NH on my day off.

So I go register my car in MA, take off his dealer plates. Drive an hour and a half up to NH where he hands me my check. I aoplogize for laying into him with tirade of swears the night before BUT that I'm thoroughly disgusted with his dealership, his management, his entire staff and that this was literally the absolute worst customer service experience I've ever had in my entire life in ANY industry including the dealing with the IRS. He apologized again and said he really hopes to keep me as a customer. LOL, ok dude. A few days later I get an envelope with vouchers for 4 free oil changes...I guess this is their apology. I threw the voucher directly in the trash as I'd NEVER take my Jeep there for anything not even to have them check my tire pressure.

The dealership is XXX Chrysler Jeep Dodge in NH. I got a decent price on the Jeep but it was not worth it. This place is disgusting, the people are the most unprofessional group of incompetent nitwits I've ever met. I don't care how mad a customer is when they call you, swearing or not, you can NEVER tell a customer who you owe $2200 to the "shut the f*ck up". In investment banking, we have clients swear at us every now and then, sometimes over a mistake we made and sometimes as a result of their own stupidity, but I'd get fired on the spot if I ever told a client to shut the F up.

Buyer beware, stay the hell away from this place.

The only positive of this entire experience was Duane the salesman. We had a tough negotiation but we met at a fair price and he was fine to deal with.

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Old 02-06-2015, 01:07 PM   #2
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I'm pretty sure all new Jeeps come with 4 free oil changes and you don't have redeem the offer at the dealership where the vehicle was purchased.

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Old 02-06-2015, 01:09 PM   #3
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Are the Cliff notes available on Amazon?
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Old 02-06-2015, 01:10 PM
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I'm pretty sure all new Jeeps come with 4 free oil changes and you don't have redeem the offer at the dealership where the vehicle was purchased.
hmmm. i got one when i bought the thing and then 4 more in the mail later...either way, it doesn't matter as I like to change my own oil.
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Old 02-06-2015, 01:11 PM
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Are the Cliff notes available on Amazon?

lol...it didn't seem that long when I wrote it, but when I saw it after I posted it I thought oh well no one's going to read this hahah.

bottom line, don't shop here and PM me for the name if you're in southern NH looking for a jeep and want to know.
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Old 02-06-2015, 01:29 PM   #6
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If you're looking for a good dealership, I regularly deal with Dan's in Westboro. They don't sell enough used volume to give good prices used but their new vehicles are very fair. I love their service department. I've also dealt with Brigham gill in Natick and they were good
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Old 02-06-2015, 01:41 PM
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If you're looking for a good dealership, I regularly deal with Dan's in Westboro. They don't sell enough used volume to give good prices used but their new vehicles are very fair. I love their service department. I've also dealt with Brigham gill in Natick and they were good

I don't buy used vehicles, but the only reason I went to this dump is because they were one of only 3 dealerships within 75 miles that had a 2015 2 door rubi in manual. Next time, I suppose, I'll just order what I want.

Kelly Jeep in Lynnfield is like 4 miles from my house and if they're anything like Kelly Nissan next door I'd happily shop there. Unfortunately they just don't stock manual rubis for some reason so I didn't even bother going there...next time perhaps I'll order there.
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Old 02-06-2015, 01:49 PM   #8
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Put those oil change vouchers on e-bay baby!
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Old 02-06-2015, 02:04 PM   #9
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I never got any but doubt I would use them anyway
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Old 02-06-2015, 02:34 PM   #10
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Trust me, guys like this do this kind of stuff all the time, most of the time folks give up and just lose the money, you didn't, that's rare. These guys rip off folks all the time, no way all that stuff happened by accident.
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Old 02-06-2015, 02:39 PM
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Trust me, guys like this do this kind of stuff all the time, most of the time folks give up and just lose the money, you didn't, that's rare. These guys rip off folks all the time, no way all that stuff happened by accident.
exactly...these people are scum of the earth. I gave all the details in the follow up phone survey from the survey company Jeep hires but I also plan to put it all in writing and send it by letter to Jeep. I don't want/expect anything from them but they should be aware of and do something about abusive dealerships like this.

I'm really disappointed we're not allowed to name the dealership in our posts because I'd really love to help people to just steer clear of this place. I NEVER expect that buying a car at a dealership is going to be an enjoyable process but I was blown away at the way this place behaved.

I had all the paper work to prove they owed me the money and was prepared to sue for it. Glad it didn't come to that bc that's obviously a PITA.
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Old 02-06-2015, 02:51 PM   #12
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Here in Illinois, the car dealerships will usually trade new vehicles to help each other out with a sale.

I wanted to buy from the dealership that was only a few miles away from me. They didn't have the exact Jeep that I wanted. I searched the Jeep website for the local inventory and found the Jeep that I wanted was in stock 50 miles away at another Jeep dealership. I worked with my local dealership on the price and then they traded one of their Jeeps for the one that I wanted.

Most of the dealer trades are for the same model. Sometimes they will trade a different model that the other dealer might want back, like a Wrangler for a Cherokee. The models traded doesn't matter because they trade the vehicles based on dealer cost.

When new car shopping, you should consider the other dealership's inventories within 100 to 200 miles of you as part of your local dealership's inventory.
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Old 02-06-2015, 03:01 PM   #13
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I'm really disappointed we're not allowed to name the dealership in our posts
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Max, the internet sales manager
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just ask for Derrick
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Salesman Duane
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I get to drive all the way to beautiful Milford NH on my day off.
A pity you can't name the dealership.
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Old 02-06-2015, 03:38 PM   #14
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Wow Battlesnail, sorry to hear about that. When I was shopping for mine, I got bad vibes from a dealership up that way and ended up paying what I thought was $200 more from a dealer to my south. The salesman was knowledgeable and didn't beat around the bush. When I told him the offer from the other dealership, he said, "That's a great deal. I can't beat it. In fact I can't even match it." That's when he came in at +$200 and said he'd try to make up the difference on the trade-in. As it ended up, they gave me $1700 more than the other dealership for my trade-in (for a net savings of $1500). Good thing I went with my gut.

When I went in to take delivery I had my daughter with me and this guy was bending over backwards to get us through the process quickly. He could see I was eager to get out of there quickly so he didn't screw around. It was a great buying experience. So sorry you had the opposite. Well at least you can enjoy your new Jeep.
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Old 02-06-2015, 04:41 PM   #15
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I've bought and tried to buy cars in the past. Some dealerships are on the ball and work hard to retain that customer from day one to the day they consider their next car.

Then there are some dealerships I've tried to buy through, and this just plain puzzles me, the salesman is indifferent, the bird-dogging is out of hand, the clerical staff are in some kind of coma, etc. All I can think is they have so much business they can afford the luxury of performing poorly.

My Jeep purchase went like greased lightning. I emailed out what I was looking for and an offer, got a good offer and placed the order, dropped off deposit the next day. Jeep arrived and was almost ready, just some detailing to finish up while I did the paperwork. Salesman took it down the street and topped up the tank and I was out of there.

My lift kit was bundled into the purchase price and when I got the call it was there, complete and ready to pick up. Just have to work out the "when" of when I get it installed.

Clearly a team geared to making the sale and getting it through as quick and painless as possible.
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Old 02-06-2015, 04:54 PM   #16
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I'm pretty sure all new Jeeps come with 4 free oil changes and you don't have redeem the offer at the dealership where the vehicle was purchased.
Only 4??? That's messed up. What a bunch of cheapskates.

They give me a book of free oil change coupons every time I buy a Jeep.
Several dozen, enough for a couple years. 20 free car wash's too.

I just give them away to people at work and the bar.
Wash the JK at home as well as oil changes.

Sorry to hear your dealer was a douchebag. I guess it's typical for the industry. Once the deal is done they could give a rats ass about what happens afterward.
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Old 02-06-2015, 05:01 PM   #17
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When I went looking for my 2015 JKUR in late December I went to the jeep dealership within a mile of me. How awesome I thought until they tried ripping me off on my trade-in. A dealership in South Austin offered me almost $5K more so I went with them.

The South Austin dealership couldn't locate what I wanted locally and had to trade with a dealership near Dallas. I had to wait about 4 extra days because that dealership was taking their time picking a vehicle from the Austin lot to take in trade. They didn't want a JKU in the trade either.

The only real negative experience with my dealership was having to drive a Cherokee while I waited for my wrangler to arrive.
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Old 02-06-2015, 05:10 PM   #18
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A pity you can't name the dealership.
Found it and a picture of Matt. Thanks for the clues.
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Old 02-06-2015, 05:30 PM   #19
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edit: PM me for the dealer name. I guess we're not allowed to name horrible dealers and save people the trouble :/
Unfortunately, this forum along with many others are in the "pocket" of a lot of places you would want to give honest reviews of. They are either sponsors or potential sponsors. I'm surprised an overzealous moderator didn't just delete your post.

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Old 02-06-2015, 05:34 PM   #20
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Wow what terrible service from some Chrysler dealers in the U.S. I have read numerous posts on this forum of members buying Jeeps from dealers and being screwed around either because of greed or not caring about the consumer. I live in a small town and our dealer is really small, maybe like 12 JKs on the lot at once. The owner/dealer principal still works there full time and sells vehicles also. When my wife and I bought her new Sahara Unlimited back 5 months ago he had our Anvil JKU dealer traded so I could show my wife it and have her go for a test drive. We made our deal through him and never was any one else involved, bought her Wrangler for about $6k under list price everything in. When we arrived to pick it up he gave us both Jeep gear 2 hats, filled up the tank with $100 in fuel gave us a free trailer hitch and trailer wiring. Then he spent 30 minutes in the Jeep going over all the features the Evic and 430N operation. He proceeded to pair both my wife and my smart phones to the vehicle. He went through everything even showed us all the easter eggs. Finally the very last thing that he told us was don't forget to Wave! I'm 56 years old and have bought a lot of different vehicles in the 40 years I have had my licence to drive. Bought from dealers used car lots private you name it. It was by far the best service and delivery of a vehicle I have ever had any where. OP I'm sorry to here what happened to you. I would think that during a lull in our economy's that businesses would care more for us the consumer but that's all a pipe dream. Enjoy your new Wrangler your Jeep is angry also don't you know!
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Old 02-06-2015, 07:01 PM   #21
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Are the Cliff notes available on Amazon?

I'm done LOL
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Old 02-06-2015, 07:19 PM   #22
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They give me a book of free oil change coupons every time I buy a Jeep.
Several dozen, enough for a couple years. 20 free car wash's too.
Our Jeep came with free lifetime oil changes and they require us to have it changed 4x per year. I don't think I'll ever see the oil change light come on.

I think our dealer does the free lifetime oil change thing for every new vehicle they sell, not just Wranglers.
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Old 02-06-2015, 07:57 PM   #23
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Seem's like Jeep dealers in our area are difficult to negotiate with. High demand maybe? With that said I when I bought new 2 years ago I visited 4 dealers outside the Boston area. ...all were basically the same, couldn't strike a deal, all didn't want to take in my trade, only offered the wholesaler price. The salesmen who all we're really nice would go into the back to talk to their manager, who tend to be large and grumpy, all would come back with a simple "no" answer.

Then I turned to plan B. Joined Tread Lightly and waited however many months before I could get an affiliates control number to get their 1% below invoice price. This plus current rebates I payed about 3% below invoice on a custom order. I ended up using Herb Chambers Danvers as I've been able to stiff arm other HC dealerships into great deals in the past. They'll usually do what they need to in order to make the deal. (If you convince them that your're jerking them around and won't buy, they'll counter with a too good to be true offer. Then you call their bluff and accept. Unfortunately this doesn't work with Wranglers.)

If I buy another Wrangler, I'll probably just use my local dealer with the affiliates program pricing.
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Old 02-06-2015, 08:14 PM   #24
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Our Jeep came with free lifetime oil changes and they require us to have it changed 4x per year. I don't think I'll ever see the oil change light come on.

I think our dealer does the free lifetime oil change thing for every new vehicle they sell, not just Wranglers.
All of that was correct until recently. They no longer offer this deal unfortunately. Salesman claimed people were complaining that it took too long due to the amount of people using it, but it was obviously costing them too much money. They still honor any vehicles currently in the system however.

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