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,

We had a major problem when my wife mistakenly put diesel fuel into our new Odyssey on Saturday. Well my friends at Honda of Boston couldn’t have been better or more responsive. They received the vehicle from the towing company and kept us aprised through every step of the repair. We received a loaner car for the couple of days we were without our vehicle and when we got the bill, it was a lot less than we thought it would be. Thank you to GM Howie and Ario (is that how you spell his name?) in service who couldn’t have been more helpful. Even though Honda is a mass market brand, in all my dealings with Honda of Boston, i have been treated as I would expect in a high-end luxury vehicle dealership. Truly impressive.

October 21, 2008

Giovanni Tosti, General Sales Manager

Herb Chambers MINI of Boston

1168 Commonwealth Ave

Boston MA 02134

Giovanni,

Erin and I want to thank you and your team, especially Rich Tran and Aaron Walker, for the exceptional purchasing experience of our 2009 MINI Cooper S.

Every time we visited Herb Chambers MINI you made us feel comfortable and at ease. Each of you patiently answered all of our questions, worked with us to find the right MINI in the shortest time possible, and kept us informed of the status of our car throughout the purchasing process.

I was especially impressed that Rich spent an hour helping us get to know our new car, from helping us to understand all the features to setting our options in the onboard trip computer. He is clearly passionate about MINIs and appears to get great satisfaction from transferring that excitement to new owners.

By themselves MINI Coopers must be one of the easiest cars to sell. The performance, price, and especially the one-year leasing option fit our needs perfectly. That said, your team of professionals made it even easier. Thank you for all your help and hard work. You made the purchase of our MINI simple, painless, and even a little fun.

Best regards,

Alex & Erin

10/21/08

Dear Mr. Chambers,

I wanted to take a moment, once again, to let you know how much I appreciate your Service Consultant Ms. Tereza Guzman at your Honda Service Office on Commonwealth Ave. in Boston, MA.

As always, Ms. Guzman is one of the nicest and most professional person I have meant. She continues to make sure that I am updated on what repairs are needed and she does her best to save me money where possible.

Everyone at this office makes me feel like I’m a very important person, just like my grandchildren do and I truely appreciate that feeling if only for a brief moment.

Mr. Chambers, I hope that Ms. Guzman remains with your company for a long time to come.

Thanks again,

Vivian

10/20/08

I hear so many complains from people all the time about, not just Herb Chambers but every dealer. People take their time to complain when something goes wrong like we they are perfect, right? Well, I’m emailing not to complain, instead I’m letting you know what a great job the service dept from the Millbury location do. Sam, the guy behind the counter, has one of the most amazing customer service I’ve seen. He’s always pleasant and willing to help. Although I keep having problems with the brakes (the car is still there) I don’t regret haven’t bought my car there and I will continue buying from them because so far, the service I get when there’s problems, it’s superb. Before I started buying cars from Herb chambers, I bought a car Ford from Millbury ford in Auburn. The people where nice until I signed the loan for the car. After I drove the car off their lot, they didn’t care anymore and once, when I brought the car for a minor repair, their service manager treated me like I was bothering him and tried to tell me it was my fault that the car had problems. He soon found out who I was and right after that, I traded my car just so I didn’t have to deal with them. Anyway. Good job guys. I appreciate it….Alberto

Herb,

I purchased two cars this year from Herb Chambers dealerships and received excellent customer care in both cases. In March I purchased a 2008 Honda Pilot from Matt Dency in Westborough. Matt has provdied excellent followup service including helping me address issues I had with my 2006 Ridgeline which I had purchased from another dealer. I recently stopped in to see Matt and mentioned my interest in an Infiniti M35X. Matt got me in touch with your Infiniti dealership in Boston and I purchased a 2007 M35X two weeks ago. We had visited other Infiniti dealerships but were not comfortable with the level of service we received. The professional and courteous service provided by James Bulger and Kashif Sheikh made it very easy to do business with your dealership. They treated my wife and I well and were willing to work with us on a deal that included the trade-in of our Lexus IS250.

We have been extremely pleased with both cars as well as the level of service we have received from HerbChambers Honda and look forward to working with your Infiniti dealership, particularly when you open the location in Westborough.

Thanks Herb, you can be sure that my first stop for future vehicles will be a Herb Chambers dealership.

10/23/08

In April 2008 this customer needed a new battery on a 1999 Sienna with

162,367 miles along with some maintenance, valve cover gaskets, etc. In August of 2008, about 5,000 miles later their alternator went bad which affected the battery. We did the alternator repair and replaced the 4 month old battery under warranty and arranged a rental for the customer who had pre-existing travel plans. As it turns out, they were overcharged by Enterprise, the organization we referred them to as they needed a SUV.

Enterprise overcharged the customer $238.19. After speaking with them, Enterprise is crediting their account by the $238.19 within 48 hours. I have informed the customer of the refund and they were pleased with the outcome as they expected to pay the rental but at our rate instead of the normal retail rate. They will contact me personally with any other issues.

Timothy Rinaldi

General Manager

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10/20/08

Second attempt: disappointment in not receiving a followup to the following matter submitted back on 10/10/08, further indicate of dealerships lack of attention to detail and respect to a customer, truly disheartening.

Back in early August we had to have our Sienna worked on as the alternator was not distributing a charge and the recently replaced battery from your garage was not holding discovered to be a faulty battery replaced under warranty, and new alternator installed. However as it was a weekend and we had preexisting travel plans for travel to North Conway with the family we had to avail of the Toyota Rent a car program unfortunately only a camry was available at the time and could not accomodate our family. As such the rep coordinated a rental with the local enterprise facility and coordinated a discount with enterprise on our behalf as apparently there is an existing discount agreement with Enterprise, as such we rented the vehicle for the few days, unfortunately we discovered that on our credit card statement that the discount was not calculated and subsequently we paid an unexpected amount, as i hope you can appreciate together with the work required on our own vehicle and this rental this experience has been very disheartening. We would greatly appreciate your assurances and professional approach to your customers that we are treated with respect and not taken for granted and it appears that the above events bear out. We would greatly appreciate some followup in relation to the above experience and that we can be confident in knowing that at this location customers are indeed treated with respect and genuine attention to detail.

Respectively

Patrick and Katherine

10/20/08

Hello Doug,

I read your message about your experience at Herb Chambers Honda and Herb Chambers Infiniti. Thank you for the kind words you offered about your experience with Matt, James and Kashif. I know they are all true assets to my team. It is letters like yours that make their hard work all worth while. I want to be sure they receive proper recognition from their fellow team members for a job well done.

Thank you for taking the time to write and for offering us the opportunity to serve your automotive needs.

I wish you many happy and safe miles in your new M35X!

Regards,

Herb

11/8/08

Hello Herb,

Wanted to tell you how well my purchase went after receiving your email and speaking with Dan Bortolussi. His intervention turned things around and made the transaction a delight. Adam Tremblay was extremely helpful and his professionalism was a breath of fresh air. My vehicle arrived a few days earlier than projected and Adam did everything possible to ensure that the delivery to me went smoothly and without any delays or problems. Jason DiPietro handled the final paperwork promptly and most professionally.

You should be quite pleased and proud of your management staff, they stepped up and saved a deal that was about to go south. I do want to thank you for your intervention and kind assistance.

Regards,

Donald

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10/20/08

Dear Herb:

As a past customer of Toyota of Auburn dealership, having purchased a 2007 Camry Hybrid in April 2007. In July 2008 we received a message from the dealership asking if we might be interested in buying a 2008 and trading our 2007 towards it. We returned the call several times, but received no call back. Finally in August, we stopped by and spoke with a manager and a salesperson. We arrived at what we thought was a deal to trade our 2007 in along with $3,200 for a 2008 hybrid with the same features as ours. We were told that there was a vehicle due in for late September, which had supposedly been ordered by another customer, but we were going to get the vehicle (even though it had a sunroof, which we did not have on our vehicle). We signed papers and gave a deposit of $500. I lined up a new car loan with my bank, expecting to close by the end of September. Near the end of the month I received a call from the salesman, telling me the vehicle was slated to be in by the end of that week or the beginning of the next week. I prepped my bank to be ready as well as my insurance agent. I then got a call from the salesman apologizing and telling me the vehicle was going to someone else (presumably the person whom had ordered it). At that point I was quite annoyed and my wife was furious. We informed the salesman that we wanted our deposit back and that we’d go somewehre else.
WE then received a phone call from a manager (Adam Trombly) who suggested that they could swap a vehicle for the 2008 Camry Hybrid that we had wanted (color: dark grey) with your Bsoton dealership, and that he expected we should be able to get it by the 3rd week of October. We asked that he put this in writing, sign it and fax it to my law office, which he said he would do. Based upon his representations, we agreed to leave our deposit in place for this vehicle in late October.
The fax that was sent to my office was an inventory summary for the vehicle and a copy of our deposit check, not what we had requested. Later in the ensuing week I called to speak with Adam about this but was told he was on vacation and when I told the young lady I spoke with what I was looking for from Adam, she told me she would have that paperwork done by the “swap manager” and faxed to my offcie by 8PM that evening. Needless to say, that never happended.
When Adam returned from his vacation I called him to ask the status of the vehicle and was told he would check with the “swap manager” and get back to me. Didn’t happen either. I called him last week and was told by him that the vehicle was expected and that he would call me back with either good news (the vehicle was in) or bad news (the vehicle wasn’t in). Well, that didn’t happen either. I called him today to tell him that if the vehicle was not coming in this week I wanted a return of my deposit monies. He told me he needed to speak with the “swap manager” and asked if I would hold for a few seconds so he could check with him. I was put on hold, then a few seconds later I was disconnected. When I called back I was told that Adam was in a meeting with the “swap manager” and would be done around 10:30AM. I informed the fellow taking the message that I needed to hear from Adam ASAP when he was done or I’d want to pick up my deposit funds and go somewhere else. Well, as I write this lengthy comment it is 11:15AM and I still have not heard a word.
Guess I should have listened to the ad and called Ira or gone on down to see Ernie, Jr., which is what I plan to do as soon as I get my deposit funds back.
Don’t think you’ll see my business ever again.

Donald

10/15/08

Hi Herb,

Let me begin by telling you that my family has purchased since 2001

(3) cars. Two which were new and just recently a pre-owned 2004 EX Honda, and I am also negotiating another purchase from one of your stores presently.

I purchased along with the 2004 GAP coverage, from your Burlington Honda. I decided to cancel it a few days after and spoke to your finance office and was told there would be no problem and a full re- fund would be due me. Well after numerous attempts trying to have Alexico Corp (gap co.) send the refund, the person in charge has not returned my calls, I have again called Burlington Honda yesterday and today. I still haven’t received a call back from your finance office to give me any assistance. All I’m looking for is what is rightfully coming to me, which is a full refund.

I look forward to hearing from you.

Thank you,

Roger

10/16/08

Herb, we just wanted to let you know how happy we were with the two indivuals at this dealership Dear Jason Bradley and Tina (service dept) My name is Marie and my husband and I just bought a 2005 Buick Terraza from your company, as you may know we had a few problems ie missing headphones, key issues, scratches ect. we wanted to take the time to write to you despite all the problems and issue we had you worked them all out for us in a very courtesy and professional manner and for that we thank you! We will be returning as proud customers of Herb chambers Buick because of the way we were treated, we understand that things happen but in life it?s not always about what bad happens it?s about how is turned out to be good again.

This was our 2nd purchase from you in last 2 years as well as many family and friends we know, and it won?t be our last thanks to your dedication in making everything right for us.

So thank you and we are glad we bought from you again.

Sincerely

Marie and Michael