Herb Chambers Complaints or Commentary to the Herb Chambers Corporate Office

At The Herb Chambers Companies we sincerely value your personal experience at our dealerships. Whether you visit Herb Chambers to shop for & buy a vehicle, have your current one serviced or simply to pick up parts or accessories - we hope that you find Herb Chambers’ staff helpful, courteous and professional at all times.

Please use this form to provide feedback directly to the Herb Chambers Corporate Office regarding any aspect of your experience with any Herb Chambers dealership. We appreciate you taking the time to do so and you will receive a response promptly after completing this form.

I want you to know that we value feedback that compliments great service OR highlights areas in which we need to improve the service we provide to you, our valued customer.

Sincerely,

Dear Mr. Joe,

I sincerely apologize for the delay with completing your Mercedes repair. Most of the delay is because of the radiator support upper tie bar which was not available in the United States and had to come from Germany. Flagship Motorcars was able to get the part for us on July 22, 2008. And, the actual repairs required more time than we originally estimated because the job was also bigger than we thought too (no excuse however, just the truth). Paul, our body shop manager, said that he would have the vehicle completed by this Wednesday.

Again, I am truly sorry for the delay.

Sincerely,

James Klimas

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Hello Mr. Joe,

I have read your e-mail and contacted Jim Klimas, general manager of Herb Chambers Chrysler Jeep Dodge and Herb Chambers Chevrolet Buick Pontiac Hummer. I am very concerned about the amount of time this repair is taking. I instructed Jim to contact you and resolve this situation to your satisfaction.

If for any reason this does not happen please contact me directly at this e-mail address or call my office at 617-666-8333.

Regards,

Herb

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We took in my wife’s SL 500 Mercedes to your repair center in Danvers on May 27 to make repairs due to an accident on May 23. We have been waiting for the car to be repaired since then.

The excuss was finding parts. Paul called two weeks ago to say all the parts were in and that the car would be ready in about 7 days. Today he still cannot give us a date due to the fact that he has not arranged for the protective cover to be replaced. There was one one the car at the time of the accident. He also has not done an alignment that is necessary to drive the car.

We have had to intiate all communication regarding the repairs. Responses to our inquiries were slow, if at all

We feel that we have been about as patient as possible. At this time this aditional delay is not acceptable. The amount of time this has taken is unbelivable.

Is this service level you provide to all your cuntomers?

Joe

Dear Mr. Chamber,

I am writing this letter to express my gratitude to your company for having such amazing sales associates help us with our purchase. I am sure you understand how much pressure a person can feel when purchasing a new vehicle and your sales person Beth made that all disappear for my husband and I. I believe that when you have a good sales force not only will your business thrive but it all seems easy for the customer. I just wanted you to know that you have an amazing sales person and I will send all my business and my friends to you in the future.

Best regards,

David

To whom it may concern,

I am writing to inform you about my recent experience at your dealership. I came in to the dealership and met Norman Methe. He did a fantastic job of showing me all of the features of the Honda Odyssey. He was very thorough with his explanation of each model van. He also took into consideration my personal wants and practical needs for my family. He also did it in a way that gave me the feeling as if he was trying to save me money by choosing the most economically smart choice for me.

Once I had made my decision Norman was extremely willing to give me a great price for the vehicle as well as a very fair price for my trade in. His explanation and honesty for the reasoning of the trade in price was greatly appreciated. While preparing all of the paper work for the financing Norman was sensitive to the fact that we had 2 small children at home with a babysitter and allowed us to leave due to a short wait in the finance department. Although we would have waited without an issue it was just one more thing Norman did to make us feel as if he cared not only for us but our children too. I returned to the dealership the next day to sign the finance papers and pick up the vehicle. Once again, Norman went out of his way on his day off to come in and personally go through the vehicle with me. I?m sure it would have been easy to have another sales person do this or tell me to come get the vehicle on the following day.

I want to commend Norman on a handling my purchase with the utmost care. His professionalism, honesty, and fairness made my experience exceptional. Please feel free to share this letter with him but I wanted to let you know that you should be proud to have such a fantastic employee working for you.

Thank you,

Kelly

I had my Vespa LX50 stolen in July and I actually got it back a few weeks ago. It was in terrible condition – the ignition was screwed up, the horn cover was ripped off, the seat was broken open, etc. Chris Burns and Deodoro (I forget his last name) really helped me out by getting it back into working condition. They really went above and beyond to make my situation feel a little less horrible. I just wanted you to know how great these two employees of yours made my experience!

Brad

Dear Mr. Herb Chambers,

Sir, I don’t even know where to begin, because if I wrote down everything that I wanted to say, you would be reading this letter for days straight. I have never in my life been so pleased, actually overwhelmed, by the great service provided to my wife, Rebecca & I since 2006. From the first day forth, the highest level of professionalism was shown by your entire staff. I find myself at a lost for words, just trying to explain to you how happy we are, but I will do my best.

It all started from the time I picked up the phone to call your Audi Burlington Dealership to check on inventory of used Audi A4s [Side Note: left leasing a new 2007 A4 ] I still remember my first step into the dealership. The customer service that was awarded to my wife and I was something we had never experienced before or even expected. The entire staff was phenomenal, especially Vadim Makhlis. I no longer see him as a car salesman, but truly as a friend. The personal attention provided to us by Vadim, Bob from Service, and the rest of your staff at Audi Burlington, was the beginning of our lifetime of loyalty to Herb Chambers. They didn?t take the extra step in providing great service, they took a giant leap. I was so impressed that when I was in the market for a new 335i convertible, I asked Vadim where I should go and he referred me to Melissa Steffy at BMW of Boston.

Now the staff at Audi Burlington set a very high bar for the staff at BMW of Boston and just when I thought my experience at Audi Burlington could not be repeated, what a phenomenal job Melissa, Rob Gale, and the rest of the staff did in proving me wrong. When I first shook Rob?s hand, it was the beginning of a great friendship. I knew I would be getting my 335i from him no matter what. Melissa and Rob made my wife and I feel like we were family. I was definitely not an easy customer to deal with (sorry Rob) and put up a tough fight; asking probably 100 questions to which Rob was on point with every answer. The attention provided to me by your entire staff at BMW of Boston, made me feel like I was the most important customer there every time.

My wife & I currently reside in Attleboro, MA and in no way are Audi Burlington and BMW of Boston the closest dealerships to us for service. Yet we would never even think of taking our vehicles to any other service departments. We have been so happy from the customer service provided to us by both dealerships that we recommend everyone we know to Herb Chambers Dealerships. I rave about how great the service is so much, that sometimes I feel like I?m the one selling the car. So far every person we have sent your way, had nothing but great things to report back. I am proud to tell you that the great service your staff provided them has resulted in the sales of 2 used BMWs, 1 new Toyota, 1 new Dodge, and 1 new Hyundai.

I have only but one regret and that is not making the time to write this letter earlier. I truly hope you know what a wonderful staff you have and the great service they provide. I could never imagine going anywhere else. Rebecca & I truly thank you and your staff.

You Loyal Customers for Life,
Danish & Rebecca

Hello Brian,

I tried to call you this morning to explain my Smart Price policy on pre-owned vehicles. In short we know what the fair price is for every vehicle we own. We don’t mark them up to mark them down! The price is fair and of good value. You also have a 3-day money back guarantee. What could be more fair?

Regards,

Herb

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Hi Brian,

I am sorry that we were not able to reach your desired payment, however, if you would email me your last name I will do my very BEST to re-work the deal. My email address is jimklimas@herbchambers.com

Sincerely,

Jim Klimas

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I was recently in your danvers store looking at one of your used trucks. I had a terrible experience!!!!! The sales man was VERY pushy! I was looking to spend $500 dollars a month for a payment with my trade in but the sales man would not lower the price of the truck. This was because of the stupid no hasel policy you have on your used cars and trucks it sucks! I left there and will not be back!

Dear Mr. Chambers

I would like to express my sincere gratitude to Nicole in the corporate office for her professionalism, thoughtfulness and follow through in regards to my issue.

Nicole listened to the issue, told me what she was going to do and did it in the time frame she promised. I was truely impressed with her level of customer service.

Mr. Chambers you are very lucky to have Nicole working for your company. She demonstrates all the qualities an organization prides itself on. Thank you Nicole.

Thank you

Tony

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I have an API service contract that is currently not being honored. I cannot get any confirmation from the dealership or the insurance company that covered the contract that it is in force. Can I please get confirmation in writing that either Herb Chambers or the Insurance company covering this contract will honor the original contract I purchased or substitute one of equal value.

I have attempted to resolve this with the dealership, Marathon insurance and the API bankruptcy contacts and have recieved no help and no confirmations. Please contact me as soon as possible to resolve this issue.

Thank you

Anthony & Colleen

Thank you, Kristina, for your continued confidence in Herb Chambers Honda of Boston.
I am sure Howie will see to it going forward your experience will continue to be a positive one.

Regards,

Herb

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Hello Mr. Chambers,
I have spoken to Howie Reske and he is sending me a rental car as we speak. I am now feeling much better and look forward to the ultimate resolution to this situation. Thank you for your prompt attention to this matter and for making my first car buying experience a positive one.

Kristina

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Hello Kristina,

I have read your e-mail and contacted Howie Reske, general manager of Herb Chambers Honda of Boston. I am very concerned about this situation. I have instructed Howie to contact you and resolve this to your satisfaction.

If for any reason this does not happen please contact me directly at this e-mail address or call my office at 617-666-8333.

Regards,

Herb

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After living car-less in Boston for the last 5 years I have decided that it was time to purchase a vehicle. I was referred to Johnny Rataeu by my boss whose son was also in the market to buy a car. At first my experience was great. Given my price range and my circumstance, Johnny and I chose a 2005 ford focus. Although I really did want to purchase a honda the focus was the right for me. I was financed through my credit union and had to work out a few kinks with them before submitting the check to the business office. At this point in my experience I was treated very well. I received numerous phone calls to make sure things were in order and was told that the car had gone through inspection and all I needed to do was submit the check and proof of insurance. After submitting the check everything fell through the cracks. It was hard to get in touch with anyone. I spoke and dealt with one person, Coleen, through Liberty Mutual who was trying to get in contact with Johnny regarding the correct paperwork that was needed in order for me to pick up my car, the car that was already paid for. She had been trying to contact someone since 10am. Finally at quarter to 5, when it was too late, her messages were answered.

I can go on with my experience but will stop here before this email gets too long. Long story short, my experience is now unpleasant and I am considering canceling my check and taking my business elsewhere. My boss, the person who referred me, is also having similar problems with the same dealer and is feeling similar feelings as myself.

It is now 7pm and I am still waiting for my car. I needed this car as of yesterday and have put off errands and meetings that I can only get to with an automobile. I was told that by now I would be a happy first time car buyer. I am the exact opposite . I hope that we will be able to fix this problem but I am seriously considering taking my business elsewhere.

Kristina

9/26/08

Your business is what it is because of you.
Congratulations on setting the bar so high!
Paula

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9/25/08

Dear Mr. Chambers,
I just have to tell you about the service I received at your Saturn of Warwick.
I was pulling out of the Crowne Plaza to head back to Byron Michigan from participating in the Portuguese Water Dog show when my 2004 Rendevous stalled at the light. I sputtered and choked my way to the first GM dealership that I could find on a Saturday morning. I finally stalled out just in front of the service garage at Warwick of Saturn. I was extremely worried that being a Saturday, I wouldn’t be able to get it fixed. A.J. Pulvie greeted me at the door and much to my relief, welcomed me as if I were family. I explained that I had my dog with me and he put my worries to rest. I was allowed to bring her and her crate into the dealership to stay while the car was being worked on. The other employees were wonderful. The receptionist wanted to see her and told me about her dog. Several salesmen dropped by to show me pictures of their dogs that they had on their cell phones. I was asked if the dog needed water. I was offered their left over pizza. I was offered coffee, popcorn, internet, television and the local newspaper. Mr. Pulvie stopped out on many occasion to let me know the progress on my car. They had to send for a part which caused my wait to be 4 1/2 hours. They apologized often and I could have hugged each and every one of them. Never have I received customer care like I did at your dealership. It saddens me to think that no dealer in my area even comes close to what you offer.
There wasn’t one employee that didn’t acknowledge my presense. How you keep employee consistency such as what I experienced is beyond me.
Congratulations on the best service this 56 year old woman has ever had!!!!
Paula

Herb

I have purchased 2 cars previously from Foreign Motors West. My experience with them was outstanding.I personally knew Tom MIx and Fred Tierny > Both top rate people I recently was at your dealership to have routine maintenence done on my veichle and ended up purchasing a 2006 SL500 while waiting for my car to get serviced. My purchased was impulsive,however, john’s demeanor and and non pressure approach made the sale a very pleasant experience.

John Baker sold me the veichle and i have to tell you that i was and continue to be totally impressed with his professionalism and follow thru on every detail and concern that i have had. I recieved a call from him the other day just to see how i was doing and if there were any problems with the vehicle.
I will and have recommended your dealership to anyone that I know who is looking for a veichle.

Joe