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,

February 12, 2010

I recently bought my second car from one of your car dealerships
and I just wanted to drop a quick note to tell you that I had another
perfect experience. The first was an Infiniti in Brighton and now a Ford
Transit Connect in Braintree. Jeff Magnet, the sales rep was great. He could
actaually handle a difficult customer like me and still keep his good
nature. Amazing!
I am looking for more Transits for work and will also check out the new
Taurus for myself.
Thank you again.
Howard

I am a Ford/Honda/LM dealer in Idaho, and I was looking for a
supercharged RR to replace my 2009, and my cars.com search led me to your
site.  I am working a deal on a black on black one with one of your stores,
but that is not the purpose of of my comment.  

I was part of the Ford Auto Collection [Salt Lake City] when I sold my
stores into that mistake, but we studied the web for our marketing efforts,
and we had Ford’s money to study the best.  Well, we missed yours, and it is
FANTASTIC.  I have been on your website for an hour, and was drawn into your
cars and coffee site, what a great idea.  Your pictures online are great,
the idea you will allow someone to write you personally is over the top, and
you internet person called me instantly this morning.  You are one of the
most dialed in dealers I have experienced in a long time, and you must be
sharp — 47 dealerships!  How did you do it?  There must be a story, and you
must have started with one?   I am the President of the Idaho Dealers
Association and we have putting together a history on our dealers, and none
are even close to what you accomplished–and you look like you are having a
great time without being stuck up. 

Just GREAT job!   Gregg

I JUST WANTED TO SAY AFTER SPEAKING WITH YOU R ASSISTANT NICOLE
TODAY, MY FAITH IN YOUR COMPANY HAS BEEN REINSTATED..YOU HAVE MADE AN
EXCELLENT CHOICE AND SHOULD FEEL AT EASE WHEN YOU ARE AWAY FROM YOUR OFFICE
IN KNOWING THAT NICOLE IS IN CHARGE OF YOUR PROBLEM SOLVING..she addressed
my concerns immediately and listened and explained and im sorry that i was
at fault for not understanding the situation but feel better now that i
spoke to Nicole
Thanks You for your time..I dont feel the need for you to return any calls
or emailsnow that Nicole and I resolved my concerns
Thanks so much for your time

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

Dear Mr. Chambers:
I live in Burlington and have watchedthe Pasz-Weitz Porche/Audi dealership exchange ownership to you and have watched the construction of the new and beautiful new building in its construction.  I live close enough to walk to the new facility.
There is no doubt that it is a handsome addition to our town.

Shortly after your aquisition of the existing dealership, I wrote to you regarding traffic on South Bedford Street (the residential side opposite the Lahey Clinic).
The old ownership used the residential areas of South Bedford Street and Lexington Street as routes for service testing and sales.  Your Honda dealership is included.
You kept your word and I am grateful to you.  So greatful that I bought a Pontiac from you, at the Danvers facility!
As your business continues to grow, I am hopeful that you might encourage any new employees to be aware that residential areas of town already overwhelmed by traffic should be avoided for the safety of residence.

Best wishes
Ricky

10/23/08

In April 2008 this customer needed a new battery on a 1999 Sienna with

162,367 miles along with some maintenance, valve cover gaskets, etc. In August of 2008, about 5,000 miles later their alternator went bad which affected the battery. We did the alternator repair and replaced the 4 month old battery under warranty and arranged a rental for the customer who had pre-existing travel plans. As it turns out, they were overcharged by Enterprise, the organization we referred them to as they needed a SUV.

Enterprise overcharged the customer $238.19. After speaking with them, Enterprise is crediting their account by the $238.19 within 48 hours. I have informed the customer of the refund and they were pleased with the outcome as they expected to pay the rental but at our rate instead of the normal retail rate. They will contact me personally with any other issues.

Timothy Rinaldi

General Manager

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10/20/08

Second attempt: disappointment in not receiving a followup to the following matter submitted back on 10/10/08, further indicate of dealerships lack of attention to detail and respect to a customer, truly disheartening.

Back in early August we had to have our Sienna worked on as the alternator was not distributing a charge and the recently replaced battery from your garage was not holding discovered to be a faulty battery replaced under warranty, and new alternator installed. However as it was a weekend and we had preexisting travel plans for travel to North Conway with the family we had to avail of the Toyota Rent a car program unfortunately only a camry was available at the time and could not accomodate our family. As such the rep coordinated a rental with the local enterprise facility and coordinated a discount with enterprise on our behalf as apparently there is an existing discount agreement with Enterprise, as such we rented the vehicle for the few days, unfortunately we discovered that on our credit card statement that the discount was not calculated and subsequently we paid an unexpected amount, as i hope you can appreciate together with the work required on our own vehicle and this rental this experience has been very disheartening. We would greatly appreciate your assurances and professional approach to your customers that we are treated with respect and not taken for granted and it appears that the above events bear out. We would greatly appreciate some followup in relation to the above experience and that we can be confident in knowing that at this location customers are indeed treated with respect and genuine attention to detail.

Respectively

Patrick and Katherine