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,

This is to thank Mark and his staff in the Mini service department. At no time when I nor my wife, who both own (happily) mini’s have Mark or anyone in the service department made us feel as if they were too busy. Although it seems that they are always running around, he and his staff bend over backwards for me and my wife whenever we are in there. I wish this could be said of everywhere we have business, but he and his staff make it no chore to get the cars serviced. Thank you to all in the Mini Service Department.

i cannot tell you how nice everyone treats me when i go to flagship motors. big al in service always takes very good care of me, as does peter z. and lets not forget the mgr. of flagship mark, he always makes a point to say hi.
gentleman keep up the GOOD work.

ps- herb, these guys are always on top of there game, give them a raise.

thanks, michael

Hello from Iraq!

I just wanted to pass on my recent great experience at Herb Chambers! I recently bought two cars in four days and got a GREAT deal! Thank you to the General Manager of both Toyota and Hyundai for their involvment. I have been buying cars here since 1996 and I will never go anywhere else!
See you next Spring Rusty and Dan B.

Best, Tom

Excellent sales department. Buying a car was easy and they answered all my questions. The big plus is that I love my new car —- Hyundai Accent — and it’s all that the sales staff said it would be: good looker, its got zip, and great on gas. Thanks Herb Chambers.

I JUST LEASED ANOTHER CAR FROM YOUR DEALERSHIP IN SHARON (SECOND ONE IN 18
MONTHS). I DEALT WITH JOSEPH BERE. HE WAS PROBABLY THE MOST PROFESSIONAL
CAR SALESMAN I HAVE EVER MET. HE WAS HELPFUL, NOT PUSHY (LIKE IN YOUR ADS),
HE CERTAINLY PUTS THE SERVICE IN CUSTOMER SERVICE. AS YOU KNOW MOST PEOPLE
HATE BUYING A CAR.
I DID NOT WALK OUT OF YOUR SHOWROOM WITH BUYERS REGRET.
I AM IN SALES AND AM AMAZED AT HOW INEPT MOST CAR SALESPEOPLE ARE IN
DEALING WITH PEOPLE. I ALSO TEACH SALES AT A LOCAL COLLEGE AND OFTEN WONDER
WHY MOST CAR SALESPEOPLE HAVE NO CLUE ABOUT HOW TO PROPERLY SELL. JOE IS
NOT ONE OF THEM. HE IS A CREDIT TO YOUR COMPANY. I WILL COME BACK A THIRD
TIME AND HOPEFULLY JOE WILL BE THERE WHEN THE TIME IS RIGHT, FOR US TO
RE-LEASE A CAR.

AGAIN THANK YOU
SINCERELY
BRUCE

10/22/08

Dear Herb Chambers,

I am writing to express my sincere appreciation to you and your dedicated sales force at the Herb Chambers Infiniti of Boston dealership.

At the end of August and after a quarter of a million miles, my dark green1986 Mercedes Benz 300CD Turbo Diesel had to be put to rest. While still in my grieving period I scoured the internet for a worthy replacement. I narrowed my search to a few brands and models, including the BMW 7 series. I then spent Labor Day Weekend comparing internet sites, traveling to used car lots, and test driving vehicles with my wife and two children.

Upon arriving at your BMW dealership in Boston, we were warmly greeted and assisted. I inquired about a black 2001 BMW 740i that was advertised in your pre-owned vehicle list and was informed that it was down the street at your Infinity dealership. The BMW representative then promptly escorted us next door where we were introduced to Gabriel Howell.

Gabe took us to the car and accompanied us on a test drive. His low-pressure-approach and amiable demeanor quickly put us at ease. Gabe was knowledgeable, courteous, reassuring, supportive, and patient. He let us inspect the car in detail and offered helpful suggestions and considerations. Never once did we feel like we were dealing with a car salesman. Gabe understood that this was a big purchase for us, and he encouraged us to take our time and think about it for a day or two.

Later that evening, Gabe followed up with a phone call to see if we had any questions. We had driven other cars by then and were leaning toward selecting the one at Infinity, but the price was a little more than we wanted to spend. Gabe convinced us to come back in to the dealership the next day to speak with the used car manager, Mark Abruzzi.

Mark did a thorough assessment of my old Benz and helped negotiate a fair trade and selling price. He understood that this was a difficult decision for us, but he was able to make it quick and easy. He assured us that Herb Chambers dealerships only sell quality used cars and that both he and Herb Chambers would stand behind any car sold. His pride in this commitment to service was apparent, and we felt like we could trust both Mark and Gabe. We sealed the deal with a handshake, dealt with the paperwork and check writing, and then drove home in our new (to us) BMW 740i.

A couple days later, after reading the owners manual, I realized that a yellow light on the dashboard was indicating a fault with the breaking system. I called Gabe and he directed me to Mark. Although I couldn’t bring the car in until after the 3 day warranty was up, Mark told me not to worry about it. Two visits later, including 2 days in a rental car, the break sensor was repaired at no cost to us and I was a very happy customer. Mark made it clear that if I had any other trouble to give him a call. Additionally, Gabe followed up with a phone call a few days later to confirm that everything was running well and that I was happy with the purchase.

In summary, I want to commend you for hiring such courteous, friendly, trustworthy, honest, and dedicated sales representatives. My family and I had a fun, pleasant, and rewarding experience. Gabe Howell and Mark Abruzzi were both excellent. In a world of deception and dishonesty, it is often hard to find trustworthy people (especially at a car dealership). Mark Abruzzi is someone that gives you his word and stands by it. I have a tremendous amount of respect for him and his integrity. Because of the attention and service he provided, I will not only return to your dealership when I (or my wife or kids) need a new or used vehicle, but I also feel confident enough to recommend you to friends and family. Mark deserves special recognition for the way he treated my family and me. I hope that you can find a way to reward his exceptional performance and keep him as a member of your team for many years to come.

If you have any questions or need additional feedback, please feel free to contact me.

Thank you.

Don

10/22/08

Herb-

I would like to extend a thank you to you, and your impressive dealership team in making our experience there successful. This was my first time experiencing the “smart pricing” concept. Although it was hard to sink in the fact of a non-negotiable price on a pre-owned vehicle, but after a little bit of research I found that your price offered was pretty much on target. Therefore, it eliminated all the back and forth negotiations. We purchased a pre-owned 2005 Honda Odyssey. We are very happy with it. We would also like to extend a thumbs-up to Jesse Summers. He was our sales consultant, straight to the point without a lot of fluff in the middle. He is a very nice down to earth guy and my next purchase will have his business. -Thank you

10/22/08

I just spoke to Richard and told him we would get a check out to him in the morning.

He was very thankful and said it wasn’t our fault and appreciated us correcting immediately.

Tom Van Fechtmann

General Manager

____________________________________________________________

10/22/08

In March of 2007, I puchased an Accord from Herb Chambers

with extended tire warranty from Alexico / Travel-Gard Corp.

In May of 2008, I had to replace two tires due to nail puncture. I submitted a claim

$175.00) for one tire (I wonder if two tires should have been covered?).

On 7-31 Connie Wasmer told me it had been approved and the

check would be mailed. On 9-11, I called again and was told it would

go out within 2 weeks. I left messages on 10-13 and 10-15. I still

have not received a check or a call back. I will pay closer attention

to warranties in the future. Five months is rediculous!

Can you help?

Richard

10/22/08

Dear Mr. Chambers,

After just buying our first Toyota Sienna, we felt the need to write and comment on the tremendous experience we had at the Herb Chambers Toyota of Auburn. The person mostly responsible for our positive experience was Mr. Branko Kovacevic.

After visiting four other Toyota dealerships, we walked into the Herb Chambers of Auburn. We had taken the time to educate ourselves regarding prices and Sienna options and unlike at the other dealerships, where we were given the run around, Branko was straight forward and on the money when it came to being knowledgeable about what we wanted. Negotiating the price with him, including the trade in on our old Honda, was easy and uneventful. Branko explained the process via which our car would be obtained by Herb Chambers, and though it took 5-6 weeks (as he said it would), he stayed in touch with us the entire time, keeping us updated and well informed regarding the actual date we could pick up the vehicle. When we did arrive to get the Sienna, Branko went over everything in detail; he even took the time to set up the Bluetooth for our phone. He seemed as excited about the Sienna as we were!

Branko was always available to us for questions whether it be by phone or in person. Even if it was his day off, he would offer to come in for our convenience. When he didn’t know the answer to a question, he didn’t make one up–he told us he would find out and he did exactly that. He was a gentleman throughout the process–very professional and hard working.

We have bought and traded in a number of vehicles between the two of us, and have never had the kind of positive experience we had at Herb Chambers. We will be back to you when our next vehicle needs replacing and we will recommend your dealership to our friends and family, and Mr. Branko Kovacevic will be the reason for both!

Sincerely,

Jim and Lisa

10/22/08

Last week I purchased a 2008 Ford F150 from your Westborough Ford. My husband and I had been to numerous dealerships and had gone through what we like to call the “Wheel and Deal Shuffle”. The process of buying a new vehicle can be stressful. We want to save the most we can and the salesperson wants to make the most he/she can. It can be a negative and tedious process. However, we did not experience this dance at your Westborough Ford. Don’t get me wrong…we had to work for the price that we got, but it was not negative in any way. Jim O’Neill is the salesperson who helped us through the process. He was fair, honest and knowledgeable throughout the whole process. We feel as if we bought a superb vehicle at a nice price. In fact when it is time to purchase another vehicle, we will go back to Jim and your Westborough store. Everyone there was polite and wanted to sell us a vehicle. Now we call the dance…”The Deal and Seal Boogie.” Thank you to your staff at Herb Chambers Ford of Westborough, especially Jim O’Neill. We appreciate everything you have done for us. We will continue to spread the word of the outstanding service we received.

Cinthia