10/29/08

THIS EMAIL IS A FOLLOW UP TO ONE SENT LAST WEEK. I HAD SENT AN EMAIL REGARDING A NEGATIVE EXPERIENCE MY WIFE, AND I HAD AT THE ABOVE FORD DEALERSHIP. BEING LONG TIME CUSTOMERS OF CHAMBERS DEALERSHIPS I WANTED TO EXPRESS MY OPINION AS TO WHAT TOOK PLACE AT THE DEALERSHIP INVOLVED. AS A RESULT OF THIS I RECEIVED A RESPONSE FROM BOTH PAUL BERTOLLI FROM CORPERATE, AND FRANK MAGLOUGHLIN FROM THE DEALERSHIP. THIS WAS UNEXPECTED BECAUSE MOST TIMES COMPLAINTS ARE PUSHED ASIDE, AND ONLY FAVORABLE COMMENTS ARE REVIEWED. BOTH PARTIES WORKED EXTREMELY DILIGENTLY TO ENSURE MYSELF, AND MY WIFE THAT THIS WAS A CASE OF MISCOMMUNICATION. AFTER SEVERAL PHONE CALLS BACK AND, FORTH AND AN AGREEMENT BOTH SIDES COULD LIVE WITH WAS REACHED, WE AGAIN PURCHASED ANOTHER VEHICLE FROM THE CHAMBERS GROUP. THE REACTION TO THIS NEGATIVE EMAIL DEMONSTRATED AN HONEST EFFORT BY THE HERB CHAMBERS STAFF TO GO ABOVE, AND BEYOND TO MAKE CUSTOMER SATISFACTION THEIR NUMBER ONE PRIORITY. PLEASE FORWARD THIS EMAIL TO PAUL, AND FRANK WITH A SINCERE THANK YOU. – WILLIAM

10/24/08

MY WIFE AND I HAVE BEEN BUYING ALL OUR VEHICLES FROM HERB CHAMBERS DEALERSHIPS FOR YEARS. RECENTLY OUR TWO DAUGHTERS BEGAN DRIVING, AND WE PURCHASED THEIR CARS FROM TWO OF THE CHAMBERS DEALERSHIPS. WE HAVE ALWAYS BEEN MORE THAN SATISFIED WITH THE SALES, AND SERVICE DEPTS. RESULTING IN OUR PASSING ON OUR OPINIONS TO OTHERS WHO HAVE ALSO PURCHASED VEHICLES FROM THE CHAMBERS GROUPE. THIS GREAT RELATIONSHIP ALL ENDED ON WEDNESDAY 10/22/08 WE WENT TO THE WESTBORO FORD STORE WITH THE INTENT TO PURCHASE A NEW FLEX FOR MY WIFE. WE HAD DONE OUR HOMEWORK AS USUAL, AND UPON ARRIVAL MET WITH FRANK MCGLOUGHLIN THE MANAGER. HE HAD US DEAL WITH A SALES PERSON, AND WE WENT BACK AND FORTH WITH NUMBERS AS USUAL. WHEN WE THOUGHT WE HAD MADE THE DEAL WE FILED OUT THE LOAN APPLICATIONS. WE ALWAYS LOOK FOR THE BEST DEAL, BUT GIVE THE STORE THE FINANCING IF THEY CAN MATCH OF BEAT OUR OWN BANK RATES. I CAN’T REMEMBER NOT FINANCING WITH THE DEALERSHIP DUE TO OUR EXCELLANT CREDIT RATING WE ALWAYS GET GOOD RATES. JUST WHEN WE GOING TO SIGN THE PAPERWORK I NOTICED THE PRICE HAD GONE UP TWO THOUSAND DOLLARS FROM THE AGREED PRICE. WHEN I QUESTIONED THIS I WAS TOLD THE TWO THOUSAND CASH I WAS PUTTING DOWN ON THE DEAL WAS NOT INCLUDED IN THE AGREED PRICE. THIS WAS TO BE PAID OVER AND ABOVE THE AGREED $14,000 PLUS TRADE TO MAKE THE DEAL. THEY TRIED TO EXPLAIN THIS WAS A MISUNDERSTANDING THAT THEY THOUGHT WE OFFERED THE TWO THOUSAND AS EXTRA OVER THE AGREED PRICE. THIS IS VIEWED BOTH BY MY WIFE AND I AS DECEPTIVE SALES PRACTICES. IF THIS IS WHAT HERB CHAMBERS IS COMING TO IT IS A SHAME. AS I STATED BEFORE WE HAVE ALWAYS BEEN COMPLETELY SATISFIED WITH OUR EXPERIENCES AT THE DEARLERSHIPS, AND NOW FIND IN THESE TRYING TIMES THAT YOU WOULD ALLOW THIS TYPE OF ACTIVITY TO GO ON IN YOUR HIGHLY RESPECTED SALES FORCE. NEEDLESS TO SAY WE DID NOT PURCHASE THE VEHICLE, AND WILL CONTINUE TO LOOK ELSEWHERE. JUST THOUGHT YOU SHOULD KNOW HOW A LONG TIME CUSTOMER CAN BE DRIVEN AWAY IN A SHORT PERIOD OF TIME. – WILLIAM