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,

Thanks to Dan B. for putting together the sale of my new Toyota Sequoia.He truley cares and helped me understand numbers that were making me frustrated.His involvement was above and beyond and shows the commitment of Herb Chambers employees.Also thanks to Alex and Ash outstanding in putting this deal together from my 10:00am phone call with Dan to arriving at 12 noon to do the numbers with Alex to the completion and pick up the same day at 5:00pm with Ash we had a difficult beginning and a excellant outcome.My wife is considering a 4×4 Highlander and look forward to again doing business with this  dealership.
Sincerly,
Joe

11/21/08

Mr. Chambers,

I am happy to report that about one week ago I received a call from my salesman and he informed me my NAV disc and my floor mats were there waiting for me. He indicated he would not be there however he would let everyone know I was coming. After work I stopped by and was welcomed with smiles from everyone. I received my items and was on my way. I would like to now thank you and ALL your staff for completing my transaction and making things right. Now knowing that Westborough Ford, my salesman, Bill, and the rest of the team there will in fact follow through after the sale has earned my business for many years to come. Thanks again.

11/10/08

Mr. Chambers,

I wanted to follow to my recent e-mail regarding the missing NAV disc and floor mats for my van. I have received communication from both Paul Bertoli (twice actually) and from my sales man at the dealership. They have informed me the items have been ordered and gave me an anticipated arrival day. Both have stated they will each call me to confirm the arrival so I don’t “have a wasted trip”. I would like to thank you and your corporate staff with assisting me and for trying to make things right. The only thing I wanted was communication and now I have that. Thanks again.
Bill

11/07/08

First I would like to say my experience of buying from another HC dealership was great. My concern and complaint deals with “after the sale”. When shopping I was treated as if I was the only person on Earth. All questions were answered, no hidden fees, nothing. Heck, my sales man even brought the car TO ME for the test drive!! Anyway, I had requested that before delivery everything was included and worked (I bought a 2006 Chrysler Town & Country with factory navigation and rear DVD entertainment system). Since during the test drive the NAV disc should be “on file” and who carries a movie with them to test that option? I was assured everything worked as it should and all equipment was there. Delivery day came and while waiting for the loan docs to be drawn up, I decided to look the van over again. I noticed the NAV disc case was there but no disc. I also noticed my floor mats were not there. I mentioned this to the salesman prior to going in to sign the papers. When we were done and came out to transfer our personal belongings from our old car to the new one, he stated the NAV disc and floor mats were missing. Not to worry though as he/ they would get them for me. As the weeks passed, I would call to check the status and was told “sorry, they aren’t here yet but should be soon”. Over the last couple of weeks, I have left messages for a return call to update me on the status, but I didn’t receive a single call back. I called again this morning and had to leave another message as my salesman just stepped out. 4.5 hours later I had to call back and again, he just stepped out. I asked to speak to Frank (general manager) as he was also involved in the original communication regarding the missing items. Sadly for me Frank is off today however I did speak to another manager, Josh. Josh kept his promise in calling me back within 10 minutes however he couldn’t provide me with any details as he states my salesman is gone for the evening. He did however check with the parts department and confirmed the parts were NOT ordered from there. This did not sit well with me however I’m holding out faith in that they were ordered from one of the HC Chrysler dealerships. I have waited patiently for nearly 2 months but I’m growing impatient now as I feel the “service after the sale” isn’t what I hoped it to be. I’d like to also briefly mention my van was tied up in service for a week for an improper gap on a spark plug and a door lock actuator (not overly upset as the rental was paid for). I can only hope now that sending this e-mail, I can finally get the assistance needed to get the missing items for my van. Sorry for the long story but I wanted to be sure to try and get all the events listed rather than just the bad.

11/21/08

Dear Herb,
I must tell you about the fantastic customer service I am in the midst of while I search for another car. Ken Blowers, Dave Elliott & Paul, at your Warwick location have been role models for great service, no-pressure, “can-do” attitude and a sincere interest in doing what is best for the customer.  I don’t know if I’ll buy a car there, but I certainly feel compelled to do my best to purchase something from these gentlemen. I initially looked at cars at Dedham Auto Mall, but left feeling like I’d just been mugged in the slums. Then I went to your dealership and felt like a kid in a toy store.

Herb, I just want you to know how terrific my experience has been so far. Be proud and please be sure to let them know how great they are!
Sincerely,
Neil

Recently i had to bring my new Smart car to the Chambers collision center for repairs, Steve at that location was very helpful in explaining to me how the repair was going to go, The job was done in a very short time ( 10 days ) and then it was arranged to have my Smart delivered to my home in Dedham. The car looked better then than it did when i purchased in September, Many thanks to Steve and the staff that worked on my car

Bob

11/19/08

Dear Mr. Chambers,

I just wanted to commend you and the staff at Herb Chambers Chrysler Jeep Dodge of Danvers on the outstanding customer service I received.  I brought my 2004 Jeep Grand Cherokee in for service related to a transmission problem, engine idle surge, and creaking/groaning noise in the steering column.

After calling several Jeep dealerships for an appointment, I chose your dealership because, when I called, my call was taken by a service advisor.  Call me old-fashioned, but I like to converse with someone who knows what I’m talking about before I bring my car in for service.  It just makes me feel better and gives me confidence in the shop performing the repairs.  I don’t want voicemail nor do I want an appointment secretary.  When that happens, I go elsewhere.

The next pleasant surprise was experienced upon picking up the car and finding that it had been washed and vacuumed!  I have never experienced this at any auto dealership.  I’m very meticulous about the cleanliness of my car, but my wheels haven’t been this clean since the car was new!  I cannot tell you how disheartening it has been to spend upwards of $700, sometimes even $1,000-$2,000 at a dealership then pick up my car and it’s dirty.  As a customer, it makes me feel like they don’t value my business.  I’ve driven away thinking “would it have killed them to give it a quick wash after all the money I just spent there”?  Obviously, your dealerships go the extra distance by providing this free service, which tells me that you value your customers.  It might seem trivial to others, and a nuisance to the dealers, but to me as a customer this is huge!!!

I wish to compliment you, and to single out Dave Wilson and Michele Jensen.  The professionalism, courtesy and attention to customer service displayed by them has been outstanding to say the least!  Even the technician who performed the repairs, Bob, was most professional when he and I went for a test drive together.  He very clearly explained the issues and answered all of my questions.

In summary, the key elements I look for are: 1) a human being answering my call; 2) prompt, courteous, and professional service; 3) feeling like I’m valued as a customer.  Herb Chambers hits them all – what a refreshing change!

Thank you and best regards,
Susan

12/31/08

Dear Herb,

I am pleased to be able to write to you with good news. My sister has completed her purchase of a 2009 Camry from Toyota of Boston. As usual we checked other Toyota Dealerships and hoped to complete our transaction with you.

I have to say this time Toyota of Boston definitely surpassed our expectations. Jillian and Tim and Patrick were wonderful to work with and always customer orientated. With your assurance I took my sister to Toyota of Boston and I am happy I did. Our salesperson was Mike, one of the people we had our disastrous experience with last summer. However, I must complement him as he was able to give an excellent presentation. I am sure it was difficult for him to see us again but he was able to rise above the situation and demonstrated good customer relations…

I have always admired your customer philosophy, honesty and work ethics. We have purchased from the following Herb Chambers Dealerships:

Dodge of Danvers, BMW of Boston, Lexus of Sharon and I am happy to add Toyota of Boston. to the list.

Again thank you for everything and have a Happy New Year

Kindest Regards,
Carole

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12/24/08

Hello Herb

I have written to you before complimenting Pat Blake of Lexus and complaining about your Boston Toyota Dealership. Our experience there was so bad we ended up buying our Tundra LE from another Dealership.

Presently my sister is here for Christmas and is looking for a new Toyota to buy over the holiday. At this point I will not recommend she try Toyota of Boston without some assurance from you we would not be treated so badly again. We love your Lexus Dealership and your philosophy. However, from past experience that dealership does not follow your wonderful customer relations.

Looking forward to hearing from you

Carole

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11/13/08

In this busy world it seems we always have enough time to complain but never find the time to say thank you. Bob and I would like to thank Patrick Blake for his wonderful and caring commitment to his clients. He is always pleasant and willing to listen to what his clients have to say. You never feel rushed or in a hurry when you are with Patrick. Patrick Blake is a tremendous asset to Herb Chambers Lexus in Sharon. We always have a feeling of confidence knowing that we can contact him at any time and he will solve a problem immediately to the best of his ability.

We have always been treated with respect at Herb Chambers Lexus of Sharon. However, I wish I could say the same of other Herb Chambers locations. At two other locations, Herb Chambers Toyota of Boston and Herb Chambers Collision Center in Braintree, we have been treated rudely and with disrespect which is something I would not expect at Herb Chambers locations.

We will definitely continue our relationship with Herb Chambers Lexus because of the wonderful treatment and respect we receive each time we go there. Again, I want to commend and complement Patrick Blake for his commitment to Lexus and especially his clients. It is unfortunate that we would not return to other Herb Chambers locations.

11/12/08

Dear Mr. Chambers:

Worcester State College has just leased a 2008 Toyota Highlander with Herb Chambers Toyota of Auburn dealership and I must take the time to report on the level of customer service received from this dealership.

I found Mr. Steve Wilbur to be most helpful throughout the entire process – even while on vacation!  He was courteous and professional at all times.  I highly recommend Herb Chambers Mid-State Toyota dealership.

Regards,

Louise

11/11/08

Hi Herb:

I was driving my dog out to a park north of Boston for a hike today when I made a left turn to tight and ran over a curb corner with both of my driver’s side tires, blowing them both from the sidewall.

I called AAA and the operator expressed doubt that a service center would be open on a Veteran’s day, but I asked her to get me a tow to your Toyota dealership in Boston (I drive an 07 Camary Hybrid).

I called ahead, and not only was the dealership open, the service center was as well. I met the manager of that department and, for the first time in my life, I was acutaly IMPRESSED with a dealership service center employee. He and the gentleman working the counter offered me several options for tires in different price ranges, and even offered to drive elsewhere to pick up a tire for me. They never bothered me about bringing my dog into the shop, and had everything taken care of in just over an hour.

I didn’t buy my car from your Boston Toyota dealer, but now I wish I did. Thank you so much for employee such a great team. I work in retail, and I know how trying the public can be, so I’m even more impressed with your team.

Thanks again,

-Tim

P.S. Austin, my dog, thanks you too.

11/10/08

I had to take a moment to let you know about my recent experience with your service department and deleasrship in general. You have a great operation. As a women I have in the past dealt with sales people and especially service departments that have dealt with me in a condescending manner because of my gender and assumed lask of knowledge of cars. This has always made me anxious when buying a new car and making my husband take my vehicle in for service to avoid my getting angry at this treatment. It is so refreshing to find a dealership that does not treat me that way. The sales person understood that the car I was buying was mine and he dealt with me making sure I was satisfied even though I had my husband in tow.  I recently took my vehicle in for service and was treated exactly the same. the Service folks were respectful, answered questions and did not treat me as if I were ignorant. I had to say Thank You and though I may not buy another Jeep vehicle I will certainly buy again from a Herb Chambers dealership.

11/7/08

Dear Mr. Chambers,
I would like to take this time to let you know about an exceptional employee you have.  I purchased a Mini Copper S in 2005 at your Boston location and have had it serviced there since. The person I have worked with anytime my car needed service was Mark Ravin.  I would like to let you know what an exceptional employee you have.  He has always been responsive to any concern I had with the service of my vehicle.  Everyone on your staff at the service department has been exceptional but Mark has always gone above and beyond.  I am soon moving to Washington DC and only hope to receive the level of customer service I have received from Mark and the staff down there.  I would like to thank you for hiring such great people and wanted to let you know that Mark Ravin is an asset to your organization.

Sincerely,
Michael