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,

When we decided to purchase our new Lexus we shopped at all the Lexus dealerships throughout Massachusetts.  None of them could close to the price we got at Herb Chambers.  We literally saved thousands over the competitors best deals. The other Massachusetts dealerships told us they couldn’t touch Herb Chambers prices.   All the competitors told us the same thing.  Herb may have better prices but you’ll be back to us for our service.   You won’t like Herb Chambers’ Service.

The competitors were right we didn’t like Herb Chambers Service, we LOVED it.  The Service at Herb Chambers Lexus of Sharon is the best service we’ve ever received for any car, or any product.  I work at a Fortune 500 company in Customer Service and Herb’s Service is the best I’ve ever seen.   The entire new facility is amazing with every convenience you could want.   The staff there is happy to assist you in any way possible.  It makes going in for service an enjoyable time instead of something you dread.

We have a truck from another dealership and we are counting the months down to we dump it and buy a new one at Herb Chambers Lexus.

We can’t say enough positive about Herb Chambers Lexus.  It is simply the standard that all other dealerships should hope to achieve.

10/29/08

THIS EMAIL IS A FOLLOW UP TO ONE SENT LAST WEEK. I HAD SENT AN EMAIL REGARDING A NEGATIVE EXPERIENCE MY WIFE, AND I HAD AT THE ABOVE FORD DEALERSHIP. BEING LONG TIME CUSTOMERS OF CHAMBERS DEALERSHIPS I WANTED TO EXPRESS MY OPINION AS TO WHAT TOOK PLACE AT THE DEALERSHIP INVOLVED. AS A RESULT OF THIS I RECEIVED A RESPONSE FROM BOTH PAUL BERTOLLI FROM CORPERATE, AND FRANK MAGLOUGHLIN FROM THE DEALERSHIP. THIS WAS UNEXPECTED BECAUSE MOST TIMES COMPLAINTS ARE PUSHED ASIDE, AND ONLY FAVORABLE COMMENTS ARE REVIEWED. BOTH PARTIES WORKED EXTREMELY DILIGENTLY TO ENSURE MYSELF, AND MY WIFE THAT THIS WAS A CASE OF MISCOMMUNICATION. AFTER SEVERAL PHONE CALLS BACK AND, FORTH AND AN AGREEMENT BOTH SIDES COULD LIVE WITH WAS REACHED, WE AGAIN PURCHASED ANOTHER VEHICLE FROM THE CHAMBERS GROUP. THE REACTION TO THIS NEGATIVE EMAIL DEMONSTRATED AN HONEST EFFORT BY THE HERB CHAMBERS STAFF TO GO ABOVE, AND BEYOND TO MAKE CUSTOMER SATISFACTION THEIR NUMBER ONE PRIORITY. PLEASE FORWARD THIS EMAIL TO PAUL, AND FRANK WITH A SINCERE THANK YOU. – WILLIAM

10/24/08

MY WIFE AND I HAVE BEEN BUYING ALL OUR VEHICLES FROM HERB CHAMBERS DEALERSHIPS FOR YEARS. RECENTLY OUR TWO DAUGHTERS BEGAN DRIVING, AND WE PURCHASED THEIR CARS FROM TWO OF THE CHAMBERS DEALERSHIPS. WE HAVE ALWAYS BEEN MORE THAN SATISFIED WITH THE SALES, AND SERVICE DEPTS. RESULTING IN OUR PASSING ON OUR OPINIONS TO OTHERS WHO HAVE ALSO PURCHASED VEHICLES FROM THE CHAMBERS GROUPE. THIS GREAT RELATIONSHIP ALL ENDED ON WEDNESDAY 10/22/08 WE WENT TO THE WESTBORO FORD STORE WITH THE INTENT TO PURCHASE A NEW FLEX FOR MY WIFE. WE HAD DONE OUR HOMEWORK AS USUAL, AND UPON ARRIVAL MET WITH FRANK MCGLOUGHLIN THE MANAGER. HE HAD US DEAL WITH A SALES PERSON, AND WE WENT BACK AND FORTH WITH NUMBERS AS USUAL. WHEN WE THOUGHT WE HAD MADE THE DEAL WE FILED OUT THE LOAN APPLICATIONS. WE ALWAYS LOOK FOR THE BEST DEAL, BUT GIVE THE STORE THE FINANCING IF THEY CAN MATCH OF BEAT OUR OWN BANK RATES. I CAN’T REMEMBER NOT FINANCING WITH THE DEALERSHIP DUE TO OUR EXCELLANT CREDIT RATING WE ALWAYS GET GOOD RATES. JUST WHEN WE GOING TO SIGN THE PAPERWORK I NOTICED THE PRICE HAD GONE UP TWO THOUSAND DOLLARS FROM THE AGREED PRICE. WHEN I QUESTIONED THIS I WAS TOLD THE TWO THOUSAND CASH I WAS PUTTING DOWN ON THE DEAL WAS NOT INCLUDED IN THE AGREED PRICE. THIS WAS TO BE PAID OVER AND ABOVE THE AGREED $14,000 PLUS TRADE TO MAKE THE DEAL. THEY TRIED TO EXPLAIN THIS WAS A MISUNDERSTANDING THAT THEY THOUGHT WE OFFERED THE TWO THOUSAND AS EXTRA OVER THE AGREED PRICE. THIS IS VIEWED BOTH BY MY WIFE AND I AS DECEPTIVE SALES PRACTICES. IF THIS IS WHAT HERB CHAMBERS IS COMING TO IT IS A SHAME. AS I STATED BEFORE WE HAVE ALWAYS BEEN COMPLETELY SATISFIED WITH OUR EXPERIENCES AT THE DEARLERSHIPS, AND NOW FIND IN THESE TRYING TIMES THAT YOU WOULD ALLOW THIS TYPE OF ACTIVITY TO GO ON IN YOUR HIGHLY RESPECTED SALES FORCE. NEEDLESS TO SAY WE DID NOT PURCHASE THE VEHICLE, AND WILL CONTINUE TO LOOK ELSEWHERE. JUST THOUGHT YOU SHOULD KNOW HOW A LONG TIME CUSTOMER CAN BE DRIVEN AWAY IN A SHORT PERIOD OF TIME. – WILLIAM

My daughter bought her 1st Honda at another dealer in 1966 which was not the best experience for a 1st timer! She was now in the market for a new Honda CRV EX 4WD and I was determined to do my best to see that this experience should be totally different from the last.

I had met a Chambers Chevrolet sales manger at the Danvers dealership and was very impressed with his ability to make a prospective customer feel good about shoping or just looking at new cars. Michael Fronduto discussed my interest in a Chevrolet without any pressure or any hint that I should buy that today…a pleasant and enjoyable event.

I called Michael and told him of my daughter’s interest in a new Honda and asked if he could help. He said he could and contacted Bill Richie at Burlington Honda. Within an hour, Michael had all the details I needed to pass on to my daughter and this past Thursday, we visited the Burlington dealership and bought the CRV !!! Can”t believe it was that easy, fun and a totally enjoyable experience !!!

Thank you Michael and the staff of Burlington Honda !

Ron

al your service rep was unbelievably accomodating on a saturday morning along with your tech mathew hedley. they both diagnosed a heater fan problem and addressed it prompyly and efficiently . i cannot say enough about evey facit of the dealership and i buy alot of cars. with this standard of service how could one do business elsewhere.

I just wanted to take a few minutes to memorialize one of the finest gentlemen I have ever met and I met him at your Lexus dealership several years ago. His name was Eric Grant and I just recently hear of his passing. My deepest sympathy goes out to his family and to your Lexus family at Herb Chambers Lexus. He was the best and I am happy to have had the opportunity and good fortune to know him. I will miss him as I am sure you will.

Sincerely,

Betty

In service, everyone is very courteous. I really appreciate how they vaccum my car, even with an oil change. I always recommend you to my coworkers in Burlington.

First, I wish to praise Jesse Summers of the sales department. I went into the show room after contacting Herb Chambers via Edmunds.com and was treated wonderfully by Jesse in my purchase of a Honda Ridgeline. So much so, that 3 days later we traded my wife’s Honda Pilot for the 2009 Pilot with Jesse. Great experience with no pressure and the feeling that we were getting a good price on a great vehicle.

Second, the parts department, not so great for their prices. Charging more than MSRP for parts is not a very helpful thing to do. Thus, I dealt with a Honda dealership in CA via the internet and got the parts including shipping for 2/3’s the price Herb’s parts department wanted. The trailer hitch receiver plug was $20 @ Herb and $9 at the other dealership. Chrome side steps $663 (MSRP) from the Honda eStore at a different local dealer and $1326 from Herb, $493.20 from remote Honda dealer w/ $50.20 for shipping. Keep it close guys, I know you have to make a living, but 2x MSRP?

10/28/08

Hi Jeff,

I appreciate your offer. I remember dealing with you and remember you being a nice guy. Please don’t misunderstand my intentions. My intention was just to describe my experience w/ the company and how it wasn’t a great one. Since you are trying to really make the situation right, I have no choice but to go back and add to my comments. I also am sooo glad to hear that the salesman and “arrogant” sales manager are no longer with your company. Good move on your part. This just goes to show you that good customer service will get you far-we will definately now keep HC of Millbury in mind for our next vehicle.

Have a Good Night,

Steve & Jocelyn

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10/28/08

Dear Steve & Jocelyn,

Thank you for your feedback regarding your purchase. I have tried to reach you by phone and have been unsuccessful.

I am familiar with your negative delivery experience last December. I was appalled when this happened and I still use this

delivery as an example of how “not to do it,” as I expressed to you when we spoke last year.

Both the sales person involved and the sales manager are no longer employed here.

Customer satisfaction is the most important thing to us and we strive for excellence.

Once again, I apologize for our shortcomings last year and would like an opportunity to show you our better side.

Please accept as an appreciation of your patronage from me a complete interior and exterior detail of your vehicle as well as the full tank of

gas that you should have received from us upon purchase. Call me at your earliest convenience to schedule this service.

Sincerely,

Jeff Albert

General Manager

Herb Chambers Chrysler Jeep Dodge

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10/27/08

I’m so glad that I was emailed this new page for customer complaints. I bought a used Dodge Caravan from HC in December of 07′. I don’t understand the certification process because after I bought my van, it needed 4 brand new tires and an alignment. That’s not my complaint: when the salesman delivered it, he delivered it on what turned out to be the worst snowstorm of that year. He knocked on my door, handed my husband the keys, and proceeded to tell us that our new van was stuck at the bottom of our street and we had to go get it ourselves. My husband Steven was gone for 4 hours in the snow that night. Not only did my van need work, was abandoned down the hill of my street, but to top it off, the gas tank was on E and the gas light was on. Needless to say, this experience was a nightmare. I did fill out a customer surver form telling this story, but funny thing, never heard a word back.

10/27/08

Hi Herb,

I won’t take up too much of your time but I recently had some work done on my Honda Accord to take care of a nagging problem I had been having. I spoke with Peter Slota and he told me to bring it over. He went for a test drive with me and I could tell from the look on his face that he was committed to getting to the bottom of this. And that is exactly what he did! Problem solved!

I’ve owned a lot of cars in my days and had a lot of work done on them but Peter Slota made that THE BEST AUTOMOBILE SERVICE EXPERIENCE that I have ever had. That’s right, Herb, THE BEST !!! Please thank Peter for me.

Regards,

Mark

I HAD A VERY PLEASANT TIME BUYING A CAR AT YOUR FORD DEALERSHIP IN BRAINTREE .THEY WERE VERY PROFESIONAL AND PLEASANT TO MYSELF AND MY SON. I WILL RECOMEND THEM TO ANYBODY WHO IS INTERESTED IN BUYING A CAR ,THANK YOU BRIAN