Reviews
Every review below was left by a customer on Google, Cars.com or DealerRater. We do not pre-screen, we do not run a survey that filters out unhappy people before they reach a public form, and we do not ask anyone to delete a review after we sort out the problem.
The critical ones are the useful ones, so they are in the mix rather than buried on page nine. Where a manager replied publicly, that reply is printed with the review.
4.8
2,417 verified reviews
Weighted average 4.80 across 2,417 ratings, rounded to 4.8. 85 percent are five stars and 29 are one or two.
Average 4.8
1,312
DealerRater
Average 4.9
619
Cars.com
Average 4.7
486
Counts pulled this month. A handful of reviews arrive on more than one platform; those are counted once, on the platform they were posted to first.
What people wrote
Fifteen reviews pulled across the last five months and across all four departments, including the three that cost us stars. Filter by department or sort by rating.
Showing 15 of 15 published reviews. The full set of 2,417 sits on Google, Cars.com and DealerRater.
I drove down from Bridgewater expecting the usual $1,895 of reconditioning and nitrogen. The buyer's order had the listed price, tax, DMV and the $347 doc fee. That was it. I asked twice because I did not believe it. Whole thing took an hour and ten minutes including the walkaround on the Grand Cherokee.
Brought the 2500 in for a noise at the front end. Wes texted me pictures of the track bar bushing and the brake measurements before any work started, told me the pads had 6mm left and did not need doing yet, and had the truck back to me by two. Being told what does not need fixing is why I keep coming back.
No complaints about the price or the salesperson, who was straight with me the whole way. The problem was the day itself. I was told the Wrangler would be ready at 11:00 and it came out of detail just before 2:00. Nobody told me it was running behind until I asked at 12:30. Two hours in the lounge with a five-year-old is a long time.
Reply from DriveSimple
You are right, and the failure was ours twice over — once in detail and once in not calling you. We have moved delivery detail to the night before for every scheduled pickup, and the delivery coordinator now calls if a car is more than 30 minutes out. Your next two oil changes are on us; call the service line and ask for me.
Dana Whitfield, General Manager
I came in with an approval at 7.09 percent from my own bank and told them so. Priya came back with 6.49 through Stellantis and showed me both offers on the screen side by side, including the one from a lender she said not to take. No four-square, no payment games. Signed and out in forty minutes.
Pulled in at 7:05 on a Saturday with no appointment, third in line. Out at 7:52 with an oil change, a rotation and a printed inspection sheet that was mostly green. The coffee is real coffee. I have waited longer at a quick-lube place with two cars ahead of me.
Straightforward on price and the trade number for my Tacoma was $1,300 over what two online buyers quoted. Only reason this is not five stars is that they had two used minivans on the lot the day I came in and I had driven forty minutes for a third one that had sold that morning and was still showing online. Ended up buying a certified Pacifica instead and I am happy with it.
Reply from DriveSimple
Fair hit. A sold vehicle should drop off the site inside 30 minutes and that one sat there most of the morning because the paperwork was finished off-site. The feed now updates when the deposit posts rather than when the file closes. Glad the Pacifica worked out.
Marcus Oyelaran, Sales Manager
Needed the interior pillar clips for a 2014 Town and Country that Mopar shows as no longer available. Renée spent about fifteen minutes on the phone with two other stores and found four of them in Lancaster. They arrived Thursday and cost eleven dollars. Nobody makes money doing that.
Bought a Durango in 2019, a Compass for my daughter in 2023 and now the Hornet. Same manager, same service advisor, same posted-price approach. The Hornet was $28,415 online and $28,415 on the order. There is not much more to say about a place that just does what it says.
Uconnect screen was rebooting on its own. They confirmed the loaner when I booked, not when I arrived, which every other dealer I have used treats as a surprise. Module was on back order for nine days and I had the loaner the whole time. Service called every Tuesday with an update even when the update was that there was no update.
First alignment did not hold and the truck pulled right within a week. Came back and they found a worn upper control arm bushing that should have been caught on the first inspection. To be fair they did not charge me for the second alignment or the diagnosis, and the tech walked me under the truck and showed me the play. Still, that was two Saturday mornings.
Reply from DriveSimple
Missing a worn bushing on an alignment check is exactly the thing our sheet is supposed to catch, and we did not catch it. The alignment inspection now includes a marked steering and suspension check that the technician has to sign off before the rack is engaged. Thank you for coming back and telling us instead of just leaving.
Tomas Bergeron, Service Manager
They appraised my Outback on a Tuesday, wrote the number on a card and said it was good for seven days or 500 miles whether or not I bought anything. I shopped it around, got $600 less at two places, came back Saturday and the number was the same. That is not how this usually goes.
Rate and term were good and everything was disclosed clearly, including what they made on the rate. But I said no to the service contract three times and got the pitch a fourth. It was polite and it was not high pressure, it was just longer than it needed to be after a clear no. Everything else about the visit was excellent.
Reply from DriveSimple
One explanation, one answer, and then it is closed — that is the standard here and I did not hold to it. I have reworked the delivery script so declined products are noted on the file and not raised again. I appreciate you saying it plainly.
Priya Raghunathan, Finance Director
The salesperson told me straight out that if I could not charge at home the 4xe was probably the wrong car for me, and walked me through what the gas-only mileage looks like. I do have a garage outlet so I bought it, but I would not have expected anyone to talk me toward the cheaper Wrangler. Twenty-one miles of electric range covers my commute.
I run a two-bay shop in Bound Brook and I order from here four times a week. The morning run is at my door before ten, the afternoon run before four, and when something is wrong they take it back without a fight. Renée knows the catalog better than the catalog does.
The 125-point sheet came with measurements written in, not just ticks: 8mm on the front pads, 7/32 on the tires, battery at 620 of 650 cold cranking amps. They had replaced the cabin filter and both wiper blades before it went on the lot. Forty-one thousand miles and it drives like a new one.
How we handle feedback
Roughly one visit in forty goes wrong somewhere. What we can control is what happens next, so we treat a critical review as a report from the floor rather than a reputation problem to be managed.
01
The general manager, the service manager and the sales manager go through the previous week's reviews together before the store opens. Nothing is filtered, nothing is delegated to an agency.
02
Not an email template. A call from the manager whose department it was, usually the same day, and the reply we post publicly is written after that conversation rather than before it.
03
Two of the responses on this page changed how we work: delivery detail moved to the night before, and the alignment inspection now requires a signed suspension check. We do not ask anyone to take a review down.
04
No pre-screening, no prize draws, no asking only the happy customers. Everyone who buys or services here gets the same message with the same three links a day after the visit.
Leave a review
Reviews are the only thing on this page we did not write, which is exactly what makes them worth reading. Three platforms, no preference between them.
Lets you name the individual who helped you, which matters to the person named.
Review on DealerRaterFair enough. Send it straight to the managers and you will get a call back the same business day. Nothing you write privately affects your service history, your warranty or the price of anything.
Send it to the managersSee for yourself
Ask for an out-the-door number before you arrive, ask what the trade is worth without committing to buy, and see whether the figures move. That is the whole pitch.