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,

My experience today at Ford of Westborough was the epitome of professionalism and service. Yesterday, I made a random call to service to inquire about having our recently purchased suv looked at. The front bumper was a bit loose at one corner (most likely a broken clip or bolt) I anticipated leaving it for a day or so. “Jeff” tells me to bring it in in the morning. Service was very busy, I waited about an hour, they corrected the problem, cleaned the vehicle and I was on my way. I couldnt believe it! Paul in sales, Josh in finance, and the service team. I really do appreciate this level of service. Well done!!

12/29/08

I was impressed with this location and staff.  I found Mr. James M. Garfield very well-informed, low-keyed, focused and extremely accommodating.  My husband had done his research and located the SAAB he chose to purchase before visiting Herb Chambers SAAB in Boston.  This coupled with Mr. Garfield’s professionalism, made our purchase seamless.  We will shop, again, at your location when the time presents itself for another slightly used SAAB.

I am sure Mr. Garfield represents your company each day in the same way.  How can you miss?  Please let him know of our satisfaction!

Thank you for your servicing us well, sincerely Lorraine and Stephen

12/28/08

I just wanted to drop a quick note to acknowledge your employee Mark for outstanding customer service.   I can’t think of his last name but I’m sure you can look it up since he just sold me a Smart car =)

Mark just called to wish me a happy birthday!  I’m not sure if thats a company standard or just something he decided to do, but either way it is just another example of personal touches I have noticed and appreciated.  Overall my purchase experience has far exceeded my expectations, Mark is polite, friendly and genuine.  It is refreshing to see customer service is alive and well here in the USA.

Having worked customer service field for nearly 20 years I know the value of acknowledging excellent service, so please do not take this lightly.  Let Mark (and his Boss) know what an outstanding job he is doing.

Thanks to Mark I have and will continue to recommend your company to anyone who will listen.

Sincerely,

Victor

12/17/08

Dear Mr. Chambers,

Thank you for your prompt response.  Mr. Bortolussi did contact me and made arrangements to take care of the situation.  It was resolved quickly and to our satisfaction.  We are both very happy and relieved.  Thank you so much for your assistance in this matter.  Mr. Bortolussi did a wonderful job.  I now know who to call if we run into any problems in the future.

Thank you again.

Sincerely,

Kathleen and Pat

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12/16/08

I have spoken to the customer and apologized for the issue she had.  We are picking up the vehicle tomorrow at her place of business. We will be getting her new plates at the RMV, putting a sticker on her vehicle, making a duplicate key and will have it back to her before she leaves for work.  She and her daughter are very satisfied with the outcome.

Thanks,

Dan Bortolussi
General Manager
Herb Chambers Toyota of Auburn
Herb Chambers Hyundai of Auburn

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12/15/08

Dear Mr. Chambers,

I am writing on behalf of my mother who purchased a car from your dealership approximately 2 weeks ago. My mother wanted a Toyota Rav4 and I suggested we look at the Herb Chambers dealership as my husband and I purchased a mini cooper from your Boston store and were quite pleased with everything.

We have been very disappointed with the service we have received since purchasing the vehicle. It began when we were waiting to be called when the registration was ready to be picked up and to get an inspection sticker.
We never received that call.  After 5 days we called and were told it was in fact ready.  My mother brought her car in, picked up the registration and was denied a sticker due to and issue with her license plate.  The service department told her they would contact her to pick up her car and take care of the problem at the registry and get her a sticker.  We are still waiting for that phone call 11 days later. I have called 3 times to find out what is going on and finally was told today that the dealership would not be doing this. We need to take care of it ourselves, which is fine except it is contrary to what we were told originally.  I also expressed my displeasure with the salesman, Renel Plymouthe.  He was not concerned and did nothing to rectify the problem. He stated that I would need to talk to a sales manager if I was unhappy. He didn’t even offer to transfer me or have him call me. He told me to call back and ask for Jeff Moran.  I did this approximately 5 hours ago and am still waiting for a return phone call.
Which has been the problem all along. Nobody will call us back. I also requested a second key for the car and was told that we would have to pay for it. I suggested that their customer service was seriously lacking in this sale and the least they could do was to give my mother a second key.

I feel terrible that my mother is in this predicament because of my recommendation and that is why I am writing to you on her behalf. I believe that you would not be happy with the way we are being treated.

I thank you for your prompt attention in this matter.

Sincerly,

Kathleen

Story:
Hi herb My name is Thomas, I am former employee Since I have left your dealer ship and moved to Chicago Il and now working for Fields infinity but the purpose of my email is that to let u know and to tell every one else that you have the best operation to work for and I appreciate the opportunity to have work for you., About a year ago I had bought my Bmw from the com ave store From Kevin and he was very help full through the hole process and about this time last year mike fonduto also was a great help to me while trying to buy my G6 Gtp  . Well take care and hope thing keep moving along for you

Thomas

12/11/08

I figure between your Toyta and Hyundai Dealerships I have purchased 15 vehicles !!!!! Toyota four runners mostly until 2005 I bought 3 Santa Fe’s. Last Monday December 1 I recieved a phone call from Matt Duszak asking if I would like to come in and see if we could work out a deal for a new Santa Fe !!!!!!Well I told him my son has one also. Matt said bring him in.  Well my son and I went in Wed.December 3 and both of us drove away with 2008 Santa Fe’s.When I was leaving I said what about my wifes. Guess what ???  Now I have 3 new Santa Fe’s Matt Duszak is ONE GREAT salesman and I also want to put a good word in for Matt Newhouse.  He worked hard getting loans for me and worked out fine. I had a GREAT time purchasing these vehicles and you have a GREAT group of young men working for you. Final note I am now the proud owner of 3 2008 Santa Fe’s and 1 2007 FJ Cruiser purchased at your Auburn Toyota Dealership  Thanks for your time.   Tom

12/8/08

I called our customer today with an alternative solution to his tire situation and he was very happy with my suggested solution.  He is setting up an appointment with service to have his new tires put on his car this week.  He was very gracious and thanked me for my help.

Jeff Albert
General Manager
Herb Chambers Chrysler Jeep Dodge of Millbury

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12/2/08

I purchased a 2005 jeep grand cherokee just over a year agofrom your dealer in Milbury. My jeep is great and It is my second one. I brought it in for an inspection sticker in october and was told that it failed and that i nedded new tires. I was very upset that after just under one year i needed new tires! I am still driving with the rejection sticker becouse I just cant afford to spend 8 to $900 on new tires. I sent two seperate emails to the dealership about a month apart to complain and never even got a response not even an apology. I am more than likely going to take my service to imperial jeep in Mendon for service now even though I liked your service dep. and the guys that worked on my Jeep. Hope this helps you to keep it from happening to other customers in the future

12/1/08

Hello, I wanted to bring to your attention the wonderful customer service provided by Victor Sousa during a recent visit for a timing belt replacement.  He was very eager to help make the service visit as painless as possible and seemed very attentive to details.  He even remembered details about a short phone conversation we had had weeks earlier when I called to schedule the appointment.  Both he and Tim Islip are a credit to Herb Chambers Seekonk and make the dealership excel past others in terms of service.

12/1/08

Dear Mr. Chambers,

Yesterday I bought a 2008 Honda Odyssey at your Burlington dealership.  As a sales professional myself, I have to let you know how impressed I was by Miguel Coelho and Drew Hill.  I was ready to buy my car at Honda North on Saturday but was so disgusted by their salespeople that even though they had what I wanted at a price I was willing to pay, I simply couldn’t reward them with the sale.  On my wife’s suggestion, I went to your store on Sunday.  It was the easiest buying experience I have ever had.  From Miguel’s complete knowledge of the Odyssey, to Drew’s clear desire to find the deal that worked for me, to Greg in finance having the paperwork printed and ready to sign when I stepped into his office, I felt like the whole place was working together to make me happy.  As I said, I’m a sales professional of over 15 years, and you should know that you have a great team in Burlington.  I would do business with any of those gentlemen again.

Best Regards,
Christopher