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,

11/28/08

I truly believe people should no matter what the circumstances to be treated with respect and composure. A recent trip to Herb Chambers Honda of Westborough gave me the notion of that very statement listed above. I observe the signs of an honorable or a dis-tasteful/weak dealership before any kind of service is done on any of my vehicles.

While at this particular dealership on 29th of November I noticed every team member working for one another and for the customer and not the dollar. I must say it really impressed me, Not only with my service but others as well. As long as I reside in this area I will only conduct my vehicle business with this dealership (they are the epitome of respect and composure).  If all the Chains of Herb Chambers are like this then I think the rest of the Consumer Market should take lessons!  Truly a customer who will never forget, Thank You.

I purchased a 09 Sienna on the 26th of November and I just wanted to tell you that the experience was made very pleasurable by mostly by steve wilbur in sales he walked me through everything and I couldnt be happier with my new vehicle and the excellent coustomer service that herb chambers sales and financing shows. I havent had had the pleasure of dealing with the service dept yet but if it is anything like the sales and finance department im sure the experience will be just as smooth Thank you for having wonderful staff Sincerly Johnathan

11/26/08

Hi,
We would like to acknowledge the excellent service we received from one specific sale consultant, Chris Wagner at Herb Chambers Honda of Westborough. We were in contact with several auto dealers to purchase a used car, including sale consultants of other Herb Chambers dealership, but it was the 120% service we received from Chris that makes the difference – it be him coming down to Brighton to show us the car, and picking us up the next morning to sign the contracts at the dealership; his efficiency and his proffesionalism at the contract signing, as well as his knowledge on the specific car we bought and on the auto industry in general.
All in all, we were very happy with his service. One can find a good car in other auto dealerships, but it is the proffesional service that we received that will bring us back to Herb Chambers to purchase our next car.

11/25/08

I was in the Auburn dealership on 11-18-08 with a blown out tire trying to figue out if it was covered under the extra warranty I purchused when I purchused my wifes scion.  It had been 2 1/2 hours before anyone let me know what was going on.  I was very upset at this time in which I had spoke to one of the sales men.”TONY BONILLA”. I have only good things to say about this gentalmen.  In the matter of seconds he had explained to me what was going on as well as the new tire in my hands.
I at this time offered to buy Tony a coffee or something else if he would like.  He had told me “thank-you very much but I am only doing my job and it was not nessesary to repay him.  I would like to let you know the loyalty TONY BONILLA has for your company.
Thank You
Marc

11/26/08

I resently bought a 2008 new Buick LaCrosse from your Danvers location. It was the BEST experience I have ever had buiying a new car. Please congradulate the entire staff for the way I was treated. If all dealerships were like yours maybe GM would not be in the situation they are in. Again Please let me say thanks to you and your staff for their help.

11/26/08

smart of lynnfield… love my smart car and the service that i have gotten so far. my salesman ….mike marra was very informative and very  helpfull. he explained everything to me. he is a good man to have on your team. i tell everybody that i got it at smart of lynnfield….and i would like to tell mr. chambers that i saw a tv program where he was going to buy an older ferrari.great show. thanks again. love my smart….ward

Dear Mr. Chambers:
I live in Burlington and have watchedthe Pasz-Weitz Porche/Audi dealership exchange ownership to you and have watched the construction of the new and beautiful new building in its construction.  I live close enough to walk to the new facility.
There is no doubt that it is a handsome addition to our town.

Shortly after your aquisition of the existing dealership, I wrote to you regarding traffic on South Bedford Street (the residential side opposite the Lahey Clinic).
The old ownership used the residential areas of South Bedford Street and Lexington Street as routes for service testing and sales.  Your Honda dealership is included.
You kept your word and I am grateful to you.  So greatful that I bought a Pontiac from you, at the Danvers facility!
As your business continues to grow, I am hopeful that you might encourage any new employees to be aware that residential areas of town already overwhelmed by traffic should be avoided for the safety of residence.

Best wishes
Ricky

This service department provides the the best service of any Ford dealer I have dealt with over the past 20 years. They are very friendly and fix all problems quickly.

11/23/08

Dear Sir;  I am writing to inform you of exemplary service issued to me by Michael Jablon Service Writer, and Jeff Jones Service Manager, at you Westborough Ford location.  I had the unfortunate experience of having the rear differential of my ‘06 F150 fail, on 10/29/08.  Needless to say, this was very disconcerting on a vehicle with 55K miles, is not plowed or used for towing.  I also rely on this vehicle for my business.   I have an extended warranty sold to me by your dealership as ATI, but now serviced by Care Guard.  It took nearly three weeks of run-around by Care Guard to eventually replace the needed components.  After nine days in a rental (I was “covered” only for five), Jeffrey Jones, Service Manager, agreed to let me have a dealer vehicle. After the first parts replacement did not solve the problem, Mike Jablon then had the arduous task of negotiating further costly parts and labor.  He made repetitive calls to ensure a response by Care Guard.  He then faithfully called me every afternoon with an update, even if there wasn’t any news. Finally, on 11/19, my truck was repaired.  Jeff and Mike saw to it that my only expense was my deductible.  I was expecting to pay for car upgrade (to a truck) rental expenses and to pay for the days I was not covered.  This expense was covered by Jeff.

While the experience in total was not a pleasant one, Mike and Jeff provided the service which made the issue palatable.  I would appreciate it if you kindly add these comments to each of their performance files.

Respectfully, Peter

11/23/08

I am writing to commend to you your staff at HC Toyota of Boston, in particular Timothy Renaldi and James Pope, as well as Nate Piasta.

We purchased our 2006 Hylander Hybrid in February of 06.  We accepted Nate’s recommendation that we Simonize the car inside and out.  Within a few months, it became clear that there was something very wrong with the ability of the upholstery to handle exposure to water.  The least little wetness turned into an enduring and unsightly spot.

I brought this matter to the attention of the service department on numerous and successive occasions.  At one point, we even involved the representative from Toyota, who made it clear he did not think it was a manufacturing problem.  Each time, the interior was professionally cleaned without cost to us; it looked fine when we drove it out of the service garage, but just as bad as ever within a few weeks of use.  Ultimately, Nate involved the Simonizing contractor in reviewing the situation, but their re-treatment of the seats did not improve the situation.

Finally, we wrote a letter to Nate recapping the efforts made to remediate the problem, and asked, once and for all, that the dealership take steps to solve this unacceptable situation.

Within a week, Nate had forwarded our letter to the manager of the dealership, Tim Renaldi, and Tim had contacted me (Dakota) to come in for a review of the situation.  That day, Tim involved the service department manager and a local interiors contractor to discuss options with me present.  Within a day or two, Tim had reviewed the cost of various options, and presented his offer to me of recovering our seats with leather upholstery.  We volunteered to pay for the heaters that would make the seats more comfortable in winter months.

Tim had me coordinate my service call directly with the service manager, and a rental car was graciously provided so that I wouldn’t have to be without my vehicle during the reupholstering.  The car was returned to us in sparkling condition, having been cleaned inside and out.

I can’t tell you what a pleasure it has been this week to get into and drive our Toyota. After over 2 years of disenchantment, frustration, and distaste over getting into the vehicle, we both have a completely different experience, and are grateful to your team for working with us so professionally and generously to resolve this situation.  It would have been nice to have resolved the problem sooner, but we are very glad to have reached this resolution.

Thank you for running an operation that focuses so directly and consistently on customer satisfaction.  It’s clear your staff at Toyota Boston understand this corporate commitment, and we will continue to bring our business to you because of it.

Sincerely,
Dakota & Chris