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