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,

6/20/09

Last month, we had the pleasure of buying a new Mercedes C300 Sports for my wife. We decided to go to your dealership from New Hampshire, as our last two Mercedes came from your company when we purchased the cars from another dealer.

When we arrived, we were met by your General Manager directing traffic and making sure we were in the right hands. In the hand of Julia Papagno we were placed and frankly in the numerous times we have purchased car, this was to be a great experience.

Julia took all the time needed to treat my wife and I in a manner which made us feel welcome and served by a true professional. She showed us all of the options, handled our trade and teaming with the General Manager, they made this deal come to life. After locating the car, we closed with Mercedes-Benz Finance and the exact car my wife wanted was delivered in a matter of days for our total satisfaction.

I am writing to you today to tell you how pleased we were with the entire transaction.

Our next car will be another Mercedes and it will come from your dealership and Julia!

Thank you for this great experience.

Bernard and Gisele

6/17/09

I want to commend Drew Hill on solving my issue promptly and professionally.  I had a refund due to me for an unused extended warranty contract, and my prior contact was initially responsive but then the communication went cold.  Drew picked it up for me, solved the issue, and I had a check promptly in my hands.  Not only did he fix it, he called me back, several times, to let me know what was going on.   Please pass on my thanks to him.

Regards,

Pat

6/16/09

Dear Mr. Chambers,

I am sure you receive more constructive criticism than praise from this interface, but I am writing to compliment the great service I have received multiple times from Dustin O’Brien at your Mercedes dealership in Natick. Dustin has gone out of his way to return our GL-550 to our home when we were away. He has fixed both minor and major warranty work for the same car rapidly so we could get our car back for a car-pool or sporting event where we needed our larger car. He even fixed a small issue with my E-350 on the spot without making me come in under an appointment. I cannot tell you how much I appreciate this kind of service. It really does stand head and shoulders above the other dealerships I have dealt with in the past. Dustin has done right by me every time and I just wanted you to know about it.

Sincerely,

Tony

6/17/09

Hello,

I would just like to say that my bad experience with Herb Chambers Honda of
Seekonk has completely changed to a GREAT one. Scott was more then helpful
in finding a resolution to this problem. He was very nice and understanding.
He helped in picking out another car that I truly feel I am going to be
thrilled with…and it’s a Honda! I couldn’t be more happy. I’d also like to
mention that I was unaware of how much of their time and effort has gone
into trying to resolve the problem with the title. I got a chance to speak
to Cliff and find out that I had misunderstood some of the stuff he had
said. I am so happy that I was able to sit down with Scott and review all
the options that were available to me. This has truly changed to a positive
experience and I will absolutely recommend Herb Chambers to friends and
family! Thank you very much!!!!

6/16/09

Hello,

I have had a horrible experience with Herb Chambers Honda of Seekonk. I bought a certified used ‘05 Toyota Corolla back in the beginning of May. I drove the car for a weekend and had to return it due to a problem with the title. I was told it was a small problem that would be resolved within 3 days. They set me up with a free rental and everything was fine. . . That is until I tried to call and find out what the issue was and no one seemed to know. I was getting different stories from people and no one would call me back. After about a week of this I complained to the sales manager and at that point I received a phone call from the saleman that I had bought the car from. His name is Cliff. He is by far, the most rude person I have ever had to deal with. I also speak to customers everyday at work and I would never talk to them the way he has talked to me. He has told me not to call him. This is MY CAR, that I spent a lot of money on! Herb Chambers had to pay my first car payment because it was due a week ago. I was told the title would be in on June 5th. That was almost 2 weeks ago and no one has given me any answers. Cliff says he’ll call me and he never does. I end up calling him. In my opinion, this is the worst customer service experience I have ever had! I am in the process of contacting the Better Business Bureau in regards to this matter. I would like the title, or a replacement car for the same price…or my money back!

Nicole

Story:
I went in to Honda of Boston just to look around & ask some questions about Civics. James Aiello was more than helpful. He was very patient with me, & answered all my questions concerning the car I was interested in. He was very knowledgeable, and personable. I was so thrilled with my experience, that I ended up buying a Civic! I am very happy with my purchase. And feel very confident that this car will suit my lifestyle. Lots of kudos to Mr. Aiello for helping me out. Thank you again, Nina

6/15/09

Herb,

Today, my wife and I bought a 2010 Prius from your Toyota of Auburn dealership. We would like to take this opportunity to thank you and your staff for making this one of the best experiences we have had with an auto dealership. However, we would like to commend two of your employees specifically.

No doubt about it — the Prius is a HOT car and finding one is not an easy task. We had gotten to the point where we were fed up having contacted several dealers who basically said “we don’t have any, can’t get any, and we don’t know when more are coming in…sorry”. Frankly, we were put off by some of your competitors, whose attitude, in some ways, was: “We don’t really care about your business; these cars sell themselves.”

However, one more internet search this morning turned up several Prius at your Auburn dealership. We filled out the web form and, literally, within minutes we received email replies and a phone call from Amber Greene, a member of your internet sales staff. Amber provided us with a great attitude, lots of information and suggestions…and most of all, she communicated “we would like your business”.

In successive calls, all within an hour, she had located a ‘09 Prius that met our criteria, and we were on our way to your dealership to test drive an ‘08 (the only Prius on the lot!). Amber met us and introduced us to Wayne Brodsky, a member of your sales team, who did a great job explaining the car and taking us out in the ‘08. As it turns out that, there is a 2010 Prius on its way to your dealership that turned out to be a better fit for us — and we bought it! We closed the deal with Wayne around 12:30pm. I am sure that you are very happy that your 2010 Prius is now *our* 2010 Prius!

The bottom line is that Amber’s quick initial reply, follow-up, pleasant demeanor, and professionalism got us to your dealership that ultimately led to the sale. In our opinion, it is very important these days to recognize employees for doing a great job and Amber deserves a “Well Done!”

Thanks again to you and the entire staff in Auburn. We are looking forward to taking delivery of the 2010 Prius in 2-3 weeks.

Best regards,

Jim and Michele

Dear Mr. Chambers:

I recently purchased a 2006 Saturn VUE (obviously pre-owned) from your Saturn of Warwick.  I had brought my 2003 Saturn Ion (purchased new from same dealer) for service. The weather was nice so I decided to take a walk around the lot just to look (I thought).  I look at the VUEs, Auras, & VUEs.  I then walked towards the back of the lot and a RED VUE caught my eye (official color-Chilli Pepper Red, my color-Boston Red Sox Red).  I thoroughly checked the body (mint condition) and sat in the driver’s seat–it was very comfortable and the interior was also in mint condition.  When my ION was ready, I asked AJ (A1-Service Advisor) if I could speak to a salesman regarding the red VUE. Rich LaRue came out to meet me and we scheduled a test drive for 2 days later as the part for my ION would be ready.

I test drove the VUE and fell in love; Rich LaRue was very thorough in  explaining all the controls (it was then that I realized that the vehicle  had a sunroof as it had a shade inside to cover the window). Needless to say, I purchased the VUE AND am keeping my ION as I love the car The VUE will come in handy during the winter, when I purchase garden supplies, and my German Shepard, Ruby, will love the additional room.

This is my third Saturn (first pre-owned) since 2000 and it all started with an awesome salesman, since retired, Rich Ricci.  When I was looking at the 2000 SW, Rich explained not only the features and controls, but also showed me how easy it was to change the bulbs! Rich was very courteous and professional and never talked down to me. It was a great buying experience.

In 2003, I totaled the wagon as it had a fatal attraction to a garbage truck (I was blinded by the sun, nobody got hurt except my driving pride).   Because I had to my a new car (I was traveling 600 miles per week at the time), I returned to Saturn of Warwick and asked for Rich Ricci. Rich asked why I asked for him; I explained that because he was so professional and treated me right the first time, I wanted to give him my business again. Thus the purchase of the 2003 Ion.

So, in 9 years, I have purchased 3 Saturns (at least I now have a car company I can trust and with Penske now involved, it will get more exciting).  You can be VERY proud of your Warwick dealership as I have always been treated with respect by your Service Advisors and Rich Ricci and now Rich LaRue.  I have had no major problems with my vehicles (of course, with age things wear out).

Just thought you should know that your folks in Warwick get it RIGHT every time.  THANK YOU.

Carol

6/10/09

I will not get into all the details and problems that I had with my 2008 Outlook, which was eventually bought back by GM. This letter is about one of your employees. During all my months of frustration, your service manager George Rigo was there to help me. He is a total professional and gentlemen. He always took my calls and never made me feel like a was a bother. When you have to call numberous times about the same problem, you start to feel like a nut. He is a definite asset to your company. He has great people skills and a very calm mannerism. It is hard to find valuable employees and I think he definitely one.  I just felt he should be recognized for his work!!!!!

Nancy

I just wanted to follow up with you and let you know of the excellent service that I received via this website. I submitted a complaint on here about two weeks ago – I had been fighting with my local BMW dealership for very close to a YEAR about an issue with a tire claim. After writing to herbcares.com, the issue was resolved in two weeks. I would like to thank Nicole Martin (who works for Herb Chambers Co.), as well as Debbie Bodner, who is the representative from Profit Portfolio LLC. If you are in contact with Debbie’s supervisor, please pass along my commendations. I will now deal exclusively with Herb Chambers BMW when I need to service my current vehicle, and will only consider your dealership for future purchases. Good customer service goes a long way, and I will certainly recommend Herb Chambers to anyone looking to purchase or service a BMW. Thanks again.

Dear Mr Chambers,
 This is my first web posting but the third time writing toyou to express my gratitude  for the extrodinary customer service provided to me by  service advisor Mark Ravin at the MINI of Boston dealership. I purchased my 2003 at your dealership and have found that  every encounter I have had with the Service Department and  Mark to be positive, professional and attentive to my every concern and question. Mark has to one of the most upbeat, positve, pleasent service providers I have ever dealt with. I know his job cannot be easy…dealing with the public on a daily basis can be stressful but  I have never seen him flustered or anyway other that very accomodating. Mark  always finds time to answer any and all questions and most importantly, I have come to totally trust his advice and recommendations. Unfortunately, my MINI  is somewhat of a lemon and for that reason. I have spent more time that the usual  customer dealing with problems. Nonetheless , I love the car and would not hesitate to purchase another from your dealership, in great part due to Mark  Ravin and the excellent care provided  by the Mini service department.
Sincere thanks,
Nancy