4/24/09

Thank you for your very quick response back to my complaint. I am amazed at how seriously you take customer service. Morgan at Herb Chambers Honda of Boston got back to me right away and addressed my problems and concerns. He told me he is taking care of things immediately and overnighting a check to the warranty company. He also took the time to explain my loan to me again, which was very helpful. I appreciated his quick follow-up and the explanation for the lapse in canceling my warranty, but am still disappointed that the lapse occurred in the first place.

Ann

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4/24/09

I have to say I have been very unhappy with the customer service coming from the financial department of the Honda Boston location. First, I felt strong-armed into buying an extended warranty, which was presented to me in misleading terms. I cancelled it the following day, and signed a form to that effect when I picked up the car two weeks later. Now, nearly two months after I cancelled that warranty, I find out that Herb Chambers Honda Boston never cancelled the warranty.

I had to find this out from the lienholder, who I had to call because I never got my first payment stub. I find out from the lienholder that the reason I never got my payment stub was because they never got a mailing address, phone number, or email address for me from the dealership. When I put in a call and e-mail to the financial guy at Herb Chambers Honda Boston to find out why the warranty wasn’t cancelled and my information not given to the lienholder, I NEVER got a return call or email…for three days! I finally called again and surprisingly got hold of the guy in person, who “didn’t know why the warranty never got cancelled.” 

I have found the whole experience disappointing and unacceptable. I now have to keep calling the lienholder to make sure they got a check for the warranty amount — it is not my responsibility to be constantly checking up on Honda Boston to make sure they do their job, but unfortunately I find myself in that position.

Ann