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,

Herb,

August 14, 2009

I have been watching your commercials and reading you adds in the newspaper
for years.  I figured you were just spinning the PR machine and that your
dealerships would be just like all the others when I went into the Infiniti
store in Westborough.  I was wrong.

I was very impressed by your 34,000 SF dealership that cost $10 million
dollars to build, but what impressed me most was the staff at the
dealership.  I have been working with Jim Walmsley, Jean Ouelutte (via
Internet) and I have been introduced to Paul Matineau.  They all are very
professional and show the right balance between attentiveness and allowing
customers the time they require to consider what vehicle matches their
individual needs.

I have not purchased an Infiniti at this point, but I am heading in that
direction.  Even if I end up not being able to come to terms on price of the
G37X I will still tell my friends and neighbors that, “Herb Chambers really
knows how to manage a car company and he has exceptional people on his
staff”.

I have visited six other dealerships in the Metro-west area to test drive
different car models and your dealership in Westborough is the “Gold
Standard” based upon my experience in the last month.

Congratulations on running a superior business model and doing the work to
set the high standards, train the staff and provide a customer forum to get
direct feedback from your customers.

Sincerely,

Brian

8/14/09

Earlier today, I sent an e-mail regarding a bill regarding some
service that I had done on my Jeep earlier this week.  I was very irate and
felt that I had been wrongfully charged for some work that I had done twice.
Jeff Albert (general manager) called me after work today and he agreed that
bill I received for $196.02 was marginal at best given the circumstances of
the work I had done.  I was impressed that this was handled in such a prompt
and courteous manner and was extremly pleased with the result.  Jeff was
cordial and diffused a potentially ugly situation in a manner that was
acceptable to both of us.
He agreed to refund the $196.02 for which I was grateful.  Once I receive
the money, I will consider the issue closed.
I’d like to commend Jeff on his handling of the situation and for seeing my
point-of-view.  Sometimes things are not as black and white as they seem and
Jeff took this into consideration. 
Thank you
Paul

August 13, 2009

I’m ashamed to say that I never really take the time to write letters when I have good service, but after I saw this link on WBUR, I decided to write.
I have owned 3 Toyotas in the last 3 years, and have loved each of them. Part of what makes me so happy with them is the service that I receive at the Herb Chambers Toyota dealership in Boston.
Every person that I have ever dealt with in the service department has been very nice (great receptionists!), but I have to say that Eva Houde is really a star. She exemplifies what excellent service is all about. Even though I know from watching her work that she is very busy, she treats you like you are her only customer. She always remembers my name, asks about my kids- it’s remarkable in this day and age.
And equally important, she really pays attention to my car, calls as soon as the technicians report to her about what they’ve found, and keeps me informed every step of the way. Also, recently she went above and beyond in helping me get an extended warranty transferred over to my name, and I hadn’t even bought the car from you (sorry about that).
You are very lucky to have an employee like Eva Houde!
Thanks,
Laura
p.s. the parts guys are really good, too.

 August 12, 2009

I was extremely happy about teh way we were treated at the Infinity dealership on Commonwealth ave. The salesmans,manager were all friendly,helpful and        exemplified the type of customer service you should be treated all the time. The negotiating process was extremely fair and conducted in a professional way. I would highly recommend this dealership to anyone interested in an honest and professional relationship. Hat’s off to the staff!!

August 12, 2009

I recently leased an Audi A4. I was assisted by Wayne Altavilla. He
has impressed me. Most dealers are only nice to customers until they make
their sale and get the paperwork signed. However, Wayne stands apart from
this in many aspects. He was like a true friend for me during the process.

Regards,
Vartan

August 11, 2009

Dear Mr. Chambers,
    After having a really poor experience at another Honda dealership where
we’d gone to to purchase a new car, my husband suggested that we try the
Herb Chambers Dealership in Seekonk.  We arrived there after work at 6:30 in
the evening and the salesmen were all very busy.  Someone greeted us at the
door and asked if anyone had tried to help us.  When we told him that no one
had, he said that he would send someone right over.
    Within moments, Bruce Stein arrived and offered to help.  Although I
suspect that he had already had a long busy day and probably had not eaten
since lunch, he patiently explained at lenght how the government was
processing Cash for Clunkers auto purchases.  He was calm, friendly, detail
oriented, professionally dressed and professional in his manner -
outstanding.  He made buying our new Honda Accord Ex-L a very pleasurable
experience!
    When it came to financing, it was about 9:00 PM and Tom Arsenian was
just a pleasure to work with as well.  He was smiling and welcoming as well
as very professional.  He affered us a panorama of services for our new car
and processed the paper work quickly and efficiently, again – outstanding!
    We felt that you should know that because of the treatment we received
by these two gentlemen, we would’t hesitate to recommend a Herb Chambers
Dealership to our extensive group of family and friends.
     Since we know that the polished approach to the public exhibited by
Mr. Stein and Mr. Arsenian come directly from the tone you expect from your
personnel, we’d like to thank you for a VERY nice experience.

    Best wishes for your continued success and thanks again,
    Nancy

August 5, 2009

Dear Mr. Chambers,
    Although I hardly ever do this I felt compelled to tell you about an
amzing and rare experience I had at your Ford dealership in Westboro.  I
purchased a 2006 Freestyle from them  2 1/2 years ago .  It was my second
purchase from you.  I had all the required repairs on time and was a good
owner. For the last 3 or 4 oil changes I had complained about a squealing
noise in my steering.  Each time I was told something different:they
couldn”t reproduce it so couldn”t diagnose it, or I needed four new tires
asap. I replaced the tires 2 at a time…no change, just louder.  This
summer I needed a new brake light bulb and again told the service man about
the noise which by now was constant and louder than ever.  This time the
diagnosis was that I needed a power steering fluid pump replaced.  Estimate
$500!!!  UGH… as a single mother of two girls, one in college, I cringed.
When I called to make the appointment for the repair i spoke to the
scheduling man and asked if this wasn’t a “warranted item”  I was sadly
informed that since my car was now at 42,000 miles I was now out of the
warrantee.  I went over the history of the story and he said he couldn’t do
anything about that.  I asked to speak to the service manager…something I
never traditionally do. Enter Jeff Krasner….the service manager.  He
listened very respectfully to my situation and also informed me that while
it was true that I was past the warrantee period that (and I quote)”Herb
Chambers is not just about selling cars but about building customers
relationships!”  Hmm i thought cynically…we’ll see.  He had my car
re-examined and decided to try replace some kind of belt first.  I was told
by the scheduling man that it would run about $300  Again Mr. Krasner took
over and said not to worry, he couldn’t guarantee that this would fix the
problem but that he would “take care of the problem”. This past Monday, I
brought my car in to be serviced and it was.  No Charge…Problem completely
fixed!!! Not only that but because he wasn’t there when I was processed out,
he called me at home to see if the noise was gone and was I satisfied.
SATISFIED???  I am speechless  Relationship…let’s just say I am going
steady with Herb Chambers…. for ever.  My next car and the one I buy my
daughter when she graduates from UMASS will be from one of your dealerships.
I cannot promise it will only be fords, but it will only be Herb Chambers
purchases.. So, Mr. Chambers whatever you are putting in the Kool Aid, Mr.
Krasner is drinking it !  and for a $100 “belt and alot of respect and
responsiveness and intergrity you have a customer for life.  Thank you very
much!!  Well done.
Gay
P.S.  I am a psychiatric nurse and my work is psychotherapy. Over the years
I have had the pleasure of counsenling several people that work in your
industry at all different levels, some have even worked for you.  So I feel
that I can actually say this kind of professional environment and “mission
staement” if you will, is very rare indeed.  Something good must be sifting
donwn from the top!  

August 5, 2009

I would like to pass along some very positive feedback about Dustin
at Foreign Motors West in Natick. I have been bringing my car in for service
there for the past year or so and have always found Dustin to be extremely
professional and helpful. My car is older and I have come to rely on
Dustin’s advice and perspective on repairs and maintenance. Without
exception, he is always available and returns my calls promptly. He
patiently explains the issues with my car and I never feel rushed on the
phone. I feel like he values my business and I am treated with respect. I am
sure you are proud to have him represent your dealership.
Thanks,
Nancy

8/3/09

As a Lexus customer I wanted to let you know that my experiences at
the dealership in Sharon have always been terrific . The service is great!

I just got my car back today after it had been in a few days for service and
repair. Frank Cardinale, who I always deal with in the service department,
was exceptionally helpful and accommodating. I appreciate his extra effort
and his attention to detail. He makes everything go seamlessly.

It’s days like today that I feel fortunate to have bought my car from your
dealership. You make time spent servicing one’s car as painless as possible.

Thank You,

Carol

8/1/09

I would like to express my appreciation and thanks to your Mercedes
Benz dealership in Natick.

A few months ago, I purchased a 2006 MB E500 with the MB CPO.  Soon after
purchase, the car began to give trouble and in the first 3 months, the car
was in the dealership for repairs to a total time of 6 weeks.
I was totally frustrated and asked for the car to be changed. Although
outside of the 30th day exchange plan, the dealership worked with me to on
finding a replacement vehicle, which has not been easy as I am often away
and have been particular in what I was looking for. The dealership, with AJ
and Paul in particular, has been extremely helpful and courteous in dealing
with me despite having to deal with my frustration.

Suffice to say, that the E500 has been running much more reliably and I have
decided to keep it. The following people has been especially helpful

AJ Power ? Pre-Owned Sales Manager
Paul Noyhovich ? Sales Consultant
Tracey Evangelos ? Service Advisor

Based on my experience with the dealership, I can confidently say that I
look forward to purchasing the eventual replacement for the E500 from this
team. 

Respectfully

David