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,

July 30, 2010

To Whom it May Concern:

After writing about my exceptional sales experience last week, I find it only fitting to follow up by writing of my service experience this week.

This being my first BMW, there were a few things I was unfamiliar with and concerned about since the car is so intuitive. With this, I made a shopping list of questions and concerns I had about the car and called the service department. I dropped the car off on Tuesday and was pleasantly greeted by Colleen. Colleen was extremely patient and listened to all of my concerns. She was such a pleasure to deal with because of this. From the moment I walked into the service department from when I picked up my car, she kept me updated on the status and was courteous in doing so.

After my initial visit to service, Colleen set up a test ride with the shop foreman. He was also a pleasure to work with. Often times techs can be condescending if you raise questions that may seem obvious to them but not to the ordinary driver. He answered every question I had and best of all, explained “why?” in a manner that I could grasp and understand. I felt totally comfortable knowing that his expertise was going into the diagnosis.

Again, my hats off to the wonderful service I received at this dealership and I will refer anyone I know who is in the market for a BMW to BMW of Sudbury.

Thank you,
Michael

Wednesday, July 28, 2010

Hello, I wrote to you the other day regarding a friend of mine who was having difficulty regarding his “Certified” Honda Accord.

My friend told me that Honda Seekonk contacted him the other day regarding his situation, apologized and asked that he bring his Honda in so that they could perform the necessary repairs – which he did yesterday.

As you and I know, this individual was not treated fairly, but that in itself doesn’t mean that Herb Chambers would make this right. So the fact that you took action to make this “right” I would like to say “Thank You”. I know my friend is grateful as well and I am at least hopeful that he can be treated more fairly in the future when bringing his car to your dealership for future service needs. Again, thanks!

Bill

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Monday, July 26, 2010

Friend of mine was looking for a used Honda Accord “Certified” he looked at the Seekonk dealership but left not able to agree on the price of a vehicle. I was passing your Honda dealership in Westborough and saw a “Certified” used Accord that looked good and seemed to be price right. I suggested to my friend that he should give your dealership another chance and go with me to look at this vehicle even though this location is much farther away (he lives in North Providence, RI). The salesman at the Westborough dealership was willing to work with my friend on this car and my friend did in fact buy it from your Westborough dealership. During this process the question of honoring any warranty work would be covered by any of your Honda dealerships. So now a couple of months go bye (about 4,000 miles) and he is enjoying his Honda Accord however he hears a noise when braking and decides to bring it to your dealership in Seekonk, which is about a mile from where we work. They tell him the vehicle needs rear brakes and rotors – he asks about the warranty – they say it is not covered – however, when buying this “Certified” vehicle he was told that this vehicle had at least 50% or more life on the brake components. My friend does not drive fast, aggressive or in any other way that would cause his brakes to wear out at 4,000 miles. That is not in my opinion the No. 1 problem – the problem is the service department at Seekonk. They told him they couldn’t help him because he didn’t buy the car from them??? He bought a “Certified” Honda from one of your Honda dealerships and they are unable to help him. He calls back to your Westborough dealership and the person there tells my friend to have the Seekonk service department call him for verification etc. so Seekonk can do the work on his car. He then calls Seekonk and they tell my friend they will not call Westborough, have Westborough call them – completely blowing him off. My friend is not an aggressive consumer and does not wish to cause anyone any discomfort however he is not in a position to pay for new brakes this soon after buying a “newer” car, one that was sold as “Certified” and sold for more money than a comparable non-certified vehicle.

This is no way to treat a customer – he did buy a car from Herb Chambers, in my view this behavior wouldn’t even be acceptable if it was about an individual who bought a car not from your dealership.

This person deserves to be treated with respect – he’s not looking for something for free. When the warranty period is over for his car wouldn’t you want him to still bring his car to Herb Chambers for service – service that he would be paying for over numerous years to come?

Since I trust your judgment, I was wondering what you can tell me about this new program GM has called eVIP. What does it stand for and how do dealerships nominate their selective customers to become a part of it? Is there a catch behind becoming a member?

Looking forward to hearing from you and thanks for your time and attention, Rich

July 26, 2010

To whom it may concern,

I wanted to take a moment and send along my compliments to your company. The reason for this correspondence is that I came away from Herb Chambers Honda last week feeling as if true old fashioned customer service still existed in the world. I can?t recall the last time I felt so well served in any place of business.

Last week I came to your Boston Honda store interested in purchasing a 2010 Honda Accord Coupe, which would be my 7th Honda, 4th from Herb Chambers. I was greeted by Kathy Smith and she refused to give up on finding the car that fit me best.

After a short time trying to match me into a car of my liking, I walked away very pleased with my experience dealing with Kathy for the third time.

I want you to know that I have repeated this story numerous times in the past week. There is no neighbor on the cape nor friend I have not told of your companies? kindness. I found Kathy to be not only professional, but personable and kind. It meant a lot to me,  because I was very excited to get a new Honda. When friends or family are in the market for a new car you can be sure I will recommend them coming to your place of business.
As for Ms. Smith, she is extremely capable in dealing with the public.  Having spent the past 5 years working with the public in Sales, I recognize and appreciate her excellence in this field. She is a credit to Herb Chambers and I thank her for her patience, perseverance and personality.

Sincerely,

Kevin

July 24, 2010

Good Day,
I just wanted to send a quick note as I sat in your waiting area to say how much I love all three Smart cars I own and comment on your Service EMP Al.

Thanks again,
SteveB

7/20/10

I have bought several cars during the last 60 years and had even recently some poor experiences.
My dealings with Scott Sundlie, Manager of H.C. KIA in Burlington MA were superbly professional and enjoyable, culminating in the sale of a KIA Soul.
I was willing to pay $500 more tha the amount quoted by your competition sensing high integrity and courtesy for service.

I will not hesitate to recommend Scott and this dealership to my wide circle of professional friends._

July 13, 2010

Re: Jim McKenna
In June we purchased a CTS wagon. Jim was your sales rep. In the two issues
which have come up since the purchase (non-vehicular in nature), Jim has
demonstrated his professionalism, attention, attitude and concern about your
customer that I have never experienced in 45 years of buying cars.

Your company should be proud of such demonstration of concern about customer
welfare. Please share with Mark Goldstein and Jim. Thank you.

6/23/10

my wife and i just purchased two hondas from your seekonk location,
a 2010 civic ex and a crv ex.  i would like to thank the staff for a
courteous friendly efficient buying experience.  we have purchased seven
honda over the years but since 2008 this our forth.  a special thanks to
maged aboudib our sales rep for always keeping in contact with us, being
friendly, and not putting pressure on us to make a decision.  i  talked
numerous times with maged for we were  unsure about what we wanted. he was
patient and my wife and i agreed on the civic and crv and  are both very
pleased with our decision and very pleased with herb chambers dealership.
we will be back !  andrew

May 17, 2010

Dear Mr. Chambers,
 My wife and I recently had a desire to buy another car.  We knew right
away that we had to contact Anthony Carlino at you’re Westborogh Infinity
dealership.  We had previously purchased an awesome Acura RSX from him last
year.  Anthony immediately got back to us with a great deal.  We drove down
from Tyngsboro to see him and although the car wasn’t for us it was still
great to reconnect with Anthony. We described the vehicle we wanted to him
after going for a test drive and now have him looking out for us.
 I have been to dozens of dealerships in the past, but now my wife and I
refuse to go anywhere else.  Even though we make a good living we definitely
don’t dress the part and we look like a couple of teenagers.  That has never
been an issue with your Westborough Infinity staff.  In fact, now we say to
everyone “We have people.”  This is simply because we know for a fact that
we won’t get a better deal from anyone else.  We won’t get the kind of
respect and sense of friendship anywhere else.  Anthony, Paul and James are
our people, and we recommend them to everyone regardless of what kind of car
they’re looking for.  They do you great justice and I still can’t believe I
am saying all this about a car dealership.  I really can’t say enough
though.

A great thanks for Anthony Carlino, Paul Martineau, and James Teague…Our
people.
And thanks Herb for making a normally tedious task into a delightful
experience.  I think if we lived closer we’d probably stop by just to say hi
to everyone.

Sincerely,
Nick and Claudine

May 17, 2010

Hi, I am writing to you to let you know that the 2007 Dodge Dakota
I had recently purchased is the perfect truck that I was looking for. Jason
Roscavach was my sales representative and I want to forward the message that
he was extremely helpful and without a doubt is the best on the squad.

Again, Thank you.