Dear Herb Chambers and Co.,

In all my years of owning BMW’s and Mercedes, I have never had more
professional, prompt and overall outstanding service anywhere on the East
Coast than the repairs and service I recently had at Flagship Motors.
Matt and Rob in Service, the team at 24-hour roadside assistance, and Al
in service were truly exceptional.  I shall be writing a personal letter
to Mercedes US, Canada and Germany.  Thank you for this terrific
experience during a stressful motoring moment.  All the very best, Max

I just want to take a moment to let you know how pleased I am of
my recent purchase of an Acura RL from your Westboro Ford Dealership.  My sales rep Steve Delgrasso was outstanding and I probably, no definitely
had my best experience buying a car ever.  Please thank Steve for me!!!

Jeffrey

To the Herb Chambers Family,

I know your days are filled with hundreds if not thousands of deals, emails, problems, and solutions, but
I wanted to take a minute to write a note to add just a little to all of that.  I will be brief, so you
can get back to the work you do.

Recently I read about Herb’s decision to provide Bentleys for the funeral of the fallen soldier in
Sudbury MA.  This is a great example of big business retaining class and compassion.  Truly amazing.

In 10 short years of buying cars, I have purchased 6 (a quick rate of purchase, I know, but what can I
say, I get bored).  I have purchased all but one of those vehicles from the same dealership (not Herb
Chambers); a mediocre experience at a good price.

Because of Herb Chambers’ decision to honor a local hero, I have made the decision to do my part as well.
For as long as I live in the Boston area, I have made the decision to purchase all my vehicles from Herb
Chambers’
dealerships.

While I know this will not put your dealerships “over the top,” I feel as though it is the least I, as a
consumer, can do to support your kind and thoughtful token to a family whose hardest days are yet to
come.

Joel

Dear Mr. Chambers:

I am writing to express my sincere apprication for the service I received at your Warwick Cadillac dealership. In particular these comments are directed regarding Brian Gallant, Service Consultant but indead those who are affiliated with the Service Department including the Service Manager and the service technicians should share with respect to these comments.

My wife, Nancy and I purchased a 2008 Cadillac SRX 4X drive vehicle in August of 2010. This beautiful automobile had only 12,000 miles on it and currently has 17,000. We have had to bring this car in for service on several occasions. While in each case we have received courteous service we have unfortunately experienced many more issues than one would expect with a vehicle which such low mileage. Most recently the engine light came on indicating a problem with the cam shaft. Further the brakes on this 4 wheel drive vehicle have been an issue since we purchased the car. I must admit I was a bit exasperated when I brought the car in this past Wednesday (12-08-2010). Mr. Gallant was absolutely terrific in patiently listening and more importantly hearing my frustration. I can now say to you that he made me feel confident that every problem would be attended to and that all mechanical issues would be resolved. Since our car needed to stay we were reserved a courtesy car from Enterprise as is your policy. This experience was achived with a minimum of hassle and we were soon on our way.

Yesterday afternoon we received a call from Brian “updating” us on the progress on what the mechanics were doing and when we might expect completion (depending on parts avaivability etc.) Last night after another phone call telling us the work was done we picked up our car and everything that needed to be done was completed to our satisfaction. Please accept our heart felt thanks for employing this caliber of personnel. Brian was not only professional but kind, courteous and sincere. This is our third purchase from Herb Chambers and we can assure you it will not be our last.
Further when our friends ask us about our experience in buying our Cadillac you can be assured we will highly recommend your dealership.

Respectfully,
Gerard & Nancy

The experience was wonderful I give Steve from Herb Chambers of Somerville, Massachusetts was wonderful. Steve was a real people person, he was not pushy he was wonderful to work with he explained us everything in detail, I would recommend him to anyone. I would give him a hundred in everyhting!

We just purchased a 2011 Chevrolet Traverse, we entered the dealership and a wonderful woman by the name of Stephanie Killian greeted us. We had our two children with us she treated them like they were her own, she was great with them. We left that night and returned the next night to complete the purchase. The ONLY reason we returned was because of Stephanie, she was kind, polite, and made our kids feel at home. If all sales people could be a little like her then the intimidation factor regarding “car shopping” would be greatly reduced. Please extend our heartfelt thanks to Stephanie, if it were not for her we would have purchased elsewhere.

You have a good dealership there, with Stephanie’s help, Corey, Jim and Alexandra they helped to pull the sale together. Stephanie was the driving force however for our 3 trips to the dealership.

P.S. Put a little extra in her commission check she really deserves it.

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

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

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