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,

10/22/09

Mohamed has sold me many cars he is the most courteous and capable sales person i have ever dealt with in 45 years of purchasing cars

October 21, 2009

Dear Mr. Chambers,

I write this note to you to express my great appreciation of how I was
treated at your Toyota dealership in Auburn. To start with, I haven’t
written many notes, of this nature, along the way and I’ve never written to
a dealership.
My very positive impression, and subsequent great appreciation, starts with
salesperson Mr. Bryan Lavigne.
I found Mr. Lavigne to be professional, patient, honest and knowledgeable
salesperson who greatly listened to my every word and reacted in a manner
that truly reflected “the customer is #1″.
I could not be happier with him, your dealership in Auburn, the manager, Mr.
Chuck Wolfe and of course the price and truck I received.
I wanted you to know that each time I consider a new vehicle I will turn to
your dealership first. I will look to Mr. Lavigne first, of course, and feel
somewhat sorry for the person who interacts with me if it isn’t him…that
person has very big shoes to fill, in my opinion.
Please accept my thanks, and gratitude, and pass it to your employees as you
deem appropriate.
Also, please know that, from this point on, I will certainly talk your
Toyota dealership up in a very positive way to any/all I have the chance to
do so with.
Thank you very much, Mr. Chambers, and please thank Mr. Lavigne and Mr.
Wolfe for me as well. They made a great impression on me and made my truck
buying experience an example of how all interactions, between customers and
sales representatives, should be conducted.

Very well done!

Thank you.

Stephen

October 21, 2009

I wanted to send a note to say how good the service I have received
consistently at this dealership has been.
I have purchased my 3rd car from Westborough Ford and all of my experiences
have been terrific but I just brought my car in for some warranty service
and Carrie Hoffman could not have been better. Not just Carrie really, but
everyone that I have been in contact with.
I am a sales rep on the road and the Service Dept has always been so good at
helping me stay productive in my job while getting my car serviced. The
communication is always excellent and there is a true commitment to ensuring
I am completely satisfied. I work for a service oriented company and know
how much it takes to truly provide excellent customer service and I can say
that Westborough Ford is committed, and it shows.
Thank you to all the people that make what could be a pain, a joy.
Best regards
Bill

October 21, 2009

To whom it may concern,
First, I will apologize for the length of this, but I feel it’s all relative
info.  I have also sent a similar e-mail to ford motors.

I have been a Ford customer for many years and have leased my last few cars
as well as helped my son purchase his first brand new ford fusion for you
last year.  I’ve bought/leased a lot of cars in  my life some experiences
were good, some not so good.  I’ve walked out of dealerships when sales
people have tried to take advantage of me  or insulted my intelegance.
Well, I thought you would be very interested to hear about my last
experience about a week ago at your Braintree store.  My lease on my 07
explorer is about to end and I’ve been looking for my next car/suv.  I’ve
been everywhere and looked extensively on line at all the new makes and
models by the top makers.  I’ve done pretty well this past year, despite the
economy, and decided I would treat myself to a real splurge, a BMW.  (sorry
not your store) So I struck a deal on a new BMW and was to go to the
dealership to sign my life away, but I still had a couple of payments left
on the explorer, so I called to see if your Braintree store would be
interested in buying it?  They were and asked me to come down so they could
look at it.  Ok, so I did…Of course I expected them to try to sell me
something when I got there, but it was a done deal to me. When I arrived
Neil came out to greet me, took some info and consulted a couple of others.
While I was waiting for them to appraise my car, (and apparently run me for
credit! LOL) he asked what I was getting next and I told him a BMW.
Naturally he asked which of your stores I went with and I sheepishly
admitted it wasn’t..(sorry) and then asked if I had seen the new Taurus, I
said I hadn’t but my son mentioned they were nice, But I bought a BMW..  So
then here comes the sales kid, and again, having been here, done this MANY
times, here we go, this is where they try to talk me out of it  and, OH
great, the new kid!  Anyway,  Will Smith came over and introduced himself
and asked if I wanted to see the Taurus. Again, I said I just bought a BMW,
but thanks, just here to see if you want to buy my eddie bauer.  Anyway, we
made small talk for a few minutes and before I knew it, Will had implanted
all I needed to know about the Taurus and I was out for a ride!  All the
while saying ” I Just bought a BMW”!!!   nobody heard me…. what they did
hear was that I hadn’t signed for it yet! So, next thing I know, Eric
Digirolamo, the sales manager came over to chat…I again said, very nice,
but I’m “buying” a BMW.  So after Neil FINALLY comes back and says they want
the explorer and I have equity in it, and Eric and Will are telling me how
fabulous the Taurus is, I start thinking a little.  Do I really want the
BMW??? cause I’m really liking this, but still saying I’m buying the BMW.
So I finally admit it, OK, I like the car.. (big mistake)  Now, Eric, Paul
Chambers and (someone else I believe) are now on the phone trying to locate
a Taurus with AWD for me to try out, bacause I know they drive differently.
I said, “guys, I appreciate the help, but I really do like my beamer, I
deserve my beamer! But I do like this too.  I feel like I need to now go
test drive the BMW again to be sure and I feel bad as they are waiting for
me to come down to sign”.   “No Problem”  I hear.. Paul suggests from his
corner of the room that Will should drive me into your Boston store to
re-test the BMW!  (who does this!?!?!) well traffic was really bad so I told
him to turn around and head back to Braintree.  When we got back, the
manager from your boston store (Mohammed, I believe?) was on the phone
telling me he could do better in price, etc, etc..  “Ok, so tell me, I said
and I still need to drive one again to be sure”.   This is where I was blown
away!  They all collectively arranged to bring TO ME, AT MY OFFICE both the
now located AWD Taurus and a BMW the next morning so I could compare side-by
side and not have to go to the other dealership till I was sure.  WHO DOES
THIS?   I will tell  you, I was very impressed.  Very smart guys, very
smart…not only did you go out of the way to save a deal for your stores,
(either one)but you also did a very smart thing in ” If I don’t have it,
I’ll get it for you and bring it to you!” and won my loyalty for going the
extra 10 miles.   Now, while all this is going on, I have to say me and my
sales guy, Will Smith had a lot of bonding time!   He is a great salesman,
very unassuming, down to earth and knowledgable.  Didn’t treat me like a
Silly women (for which I would have walked, take note guys, just because the
shirt if full, doesn’t mean the head is empty!) but he was very respectful,
no pressure, still very attentive despite my declarations of buying the BMW.
Very likable guy. They all were, I have to say you have a very  good team
down there.  Now, to wrap this up, if I’m giving up a BEAMER for a FORD,
it’s gonna be loaded!  And sadly, you don’t have any..But they were more
than happy to order it for me but I’d have to wait..:(  I know I was a bit
pushy on the price that I was willing to pay, but hey, sorry guys, I’m in
sales too and you did talk me out of my BMW! (kinda) I assume I did ok on
the price, because Scott the GM called to talk to me too!?!?  Needless to
say, I went with the Taurus  (still can’t believe it either) and I got the
deal I wanted… Now, if someone can just call Ford and ask them to put a
rush on my new Taurus (fully loaded) I’d appreciate it! 

I have to say, in all the years, all the cars, this has been the most
interesting experience to date!  You have a top-shelf team and I wanted you
to know. Too often people only take time to voice complaints and when a team
goes this far above and beyond, it should be known!  Thanks to Will, Eric,
Paul, Neil, and Scott Braintree store!  (oh, by the way, a few co-workers
may be down to visit soon after all that attention you showed to me!)

Thanks so much!

Brenda

2010 Taurus 303A AWD!  Can’t wait for the call saying it’s in!!!  Don’t
forget the Bow!

10/19/09

This is a story that begins badly but has a very happy ending. Two weeks ago my husband and I went into Herb Chambers Honda in Boston with every intention of walking out with a leased 2009 CR-V.  After a series of employee mistakes/unprofessional behavior we left vowing never to return.  That day I wrote an email to Herb (Talk to Herb) just to blow off steam but never actually expecting a response.  Then the General Manager, Howie Reske, called me and said “Thank-you for taking the time to write and I apologize for your bad experience. What can we do to bring you back to Herb Chambers.” I didn’t think there was much he could do. After listening to my story he said if “I offer you this… would that get you back and leave you with a good feeling about Herb Chambers Honda?” Well, he won me over and we came back and leased our car there. An apology is powerful thing and for him to reach out to try to win back a customer is remarkable.  You are lucky to have such an amazing G.M. We are telling everyone we know about the GREAT experience we had at Herb Chambers Honda rather than the bad one. And that is all because of Howie Reske.

 Thank-you.  Cissy

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10/4/09

I went in today to lease a Honda CR-V.  My husband had been in the day before.  He was the only person in the showroom. Not one person at the sales desk asked if they could help him. Finally a young woman (Jasmin Brown) came out from a different area and was very helpful, so much so that we returned today for me to test drive a car.  We asked for Jasmin but she turned us over to Steve. (Apparently she does internet sales). Anyway Steve showed us 2 cars. We were VERY interested but he kept going back to his manager to get us the right price. We were very firm about our price and said so. Finally we got tired of playing this game and went to the front desk and said to the manager our price. He said to Steve (not us, never even looked at us nor introduced himself) that he couldn’t do that price.  So we left.  Not a great way to do business, Herb.  We came in to go home with a car and we left with nothing but a very bad taste and will not return.

October 14, 2009

Dear Herb,

Just a quick note to say that I really enjoyed the buying experience at Herb
Chambers in Boston and specifically, Mr. Flavio Fonseca our sales person. he
was professional in every way and in one case, drove out to our home in
Westford to deliver some last minute documentation. We were surprise and
impressed at this level of service.

In a post sales situation, we were worried about some ticking noises coming
from our steering wheel Flavio took this information directly to service who
arranged for a quick visit and even quicker remedy to all of our concerns.

Please let Flavio know how much we appreciated his loyalty to the sale. Your
organization clearly gets the message on keeping their customers happy.

Best Regards,

Dan

October 14, 2009

Dear Herb,

I wanted to write to recognize an outstanding dealership and two outstanding
employees : James K. Pope, Manager of Service and Mike Yokum, Master
Technician. I purchased a used Toyota Avalon 30 days ago for my wife and
while driving myself, noticed a small ticking as I turned the steering
wheel. In researching the condition on the web, I found that there was a
recall on certain vehicles (VIN-based) for steering column replacement and
also learned of 2 other recall situations for air bags and floor mats and
one non-recall situation concerning a potential oil leak (this oil leak
could cause catastrophic damage if it occurred on the highway).  I provided
this information to James Pope on my visit to Herb Chambers. James had the
car tested and then told me that all four issues would be attended to at “no
cost”. James had Master Technician, Mike Yokum, do the work. James and Mike
performed a full replacement of all the concerned parts and/or recall
directives. I was also provided a loaner vehicle for the day. At 3 PM the
car was complete and all issues had been completed, again at no charge.

This was superlative service and I hope James and Mike will receive some
recognition for their professionalism. I am a present and future customer of
Herb Chambers.

Best Regards,
Dan

October 13, 2009

I would like to thank your dealership for having such a wonderful
service Dept.  On Monday the 12th 2009,  I had a problem with my honda
accord.  I called and Mr. Tim Islip told me to come right in, I was greeted
by him and Anthony Zelano.  They were very kind and helpful and made it a
pleasure to come to your dealership.  They looked at my car and showed me
that I had made a mistake starting my car, they took me right away and all I
can say is with the service that you people give I would never buy a car
anywhere else.  And always send my friends and family to you, because you
have such great, caring employee’s.  Please give them a thank you from me.
Joe

October 12, 2009

I don’t usually send these types of e-mails, but my wife and I have
purchased three (3) vehicles from Herb Chambers deaslerships (an ‘04 Cayenne
S from Porsche of Boston, an ‘08 Mercedes 350CLK cabriolet from Mercedes of
Natick, and, most recently, an ‘06 Audi A6 from Audi Burlington) in the last
several years.  We are extremely impressed with the level of courtesy and
professionalism exhibited by your sales and service teams.  All have been
terrific to deal with and are credits to your organization.  The icing on
the cake was the phone call I received today from Carl Bernardo (who was
just terrific to deal with) at your Natick Mercedes dealership wishing me a
happy birthday.  Needless to say, I was very impressed.  Just wanted to say
thanks.  Our next vehicle will definitely be from Herb Chambers.

Best Regards,

Bruce

10/7/09

I recently wrote in regards to my dissatisfaction with my recent Land Rover purchase.  I would like to retract that feedback, and commend the efforts of Dave Melkonian and his team for going above and beyond to ensure my satisfaction.  They provided immediate, and outstanding customer service!  Thank you.

Kellie

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10/6/09

Worst experience I have ever had with a Herb Chambers dealership.

Purchased a Range Rover Autobiography last week registered to my business in NH.  After the first day I noticed there was no inspection sticker on the vehicle.  I opened the glove compartment to search for the registration only to find they had forgotten to give that to me.

I had to call and request the registration 2 times only to be told it had been overnighted to my business address the day before.  We are not fully relocated to that address, which I could have explained had they taken the time to call me.  When asked why they did not contact me when they realized they forgot to give me the registration, Oliver replied, “Good question.

Anyway the vehicle is registered.” 

It is not customary for Herb Chambers to expect their customers to be responsible for the inspection of their brand new vehicles.  My husband, Michael, and I have been purchasing BMW’s and Land Rovers from Herb Chambers for many years.  Given this level of service, we will be going elsewhere in the future.

Kellie