11/8/08

Dear Mr. Chambers,

I am a strong believer in giving both positive and negative feedback. I wrote to you last week about a negative experience at Herb Chambers Boston/Honda Service and I was immediately contacted by your Executive General Manager, Howie Reske. Howie was extremely cordial and offered immediate resolution. In addition I worked with Howie on a potential new car sale that I felt was priced aggressively and I was treated with great respect and kindness during the process.  Ulitmately I purchased an alternate vehicle but through Howie’s efforts he renewed my positive point of view towards the Herb Chambers brand. I can not thank Howie enough and look forward to doing business with him in the future. Thank you for your attention to this matter.

Regards,
Paul

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11/4/08

Dear Mr. Chambers,

I am writing to express my disappointment in Honda and Herb Chambers Honda.  I learned from your service department after thinking my 98 Honda Accord which has 115,000 miles was fixed by switching out the main relay for $350 that now my car would require a new transmission and ECM (which had been previously replaced under warranty 7 years ago) and would cost $4,000 to repair.

It does not make sense to invest the money into the vehicle with no gurantee that this repair will solve the problem.  I would not describe the vehicle as a “lemon” but certainly it is not the standard of a Honda.

I requested some consideration for the $350 invested in replacing the main relay and was told by Paul Dineen that he took a loss on the time invested in tracing the problem so this is a “lose lose” for both us and he would not accomadate my request.  My plan was to pick up my car and walk over to your sales department to purchase a new vehicle.  Unfortunately, this will not be the case.

Thank you for your consideration.  Based on your excellent reputation for service, I thought you would like to know about an unhappy consumer who has been loyal to the Honda family.

Regards,

Paul