October 14, 2009

Dear Herb,

I wanted to write to recognize an outstanding dealership and two outstanding
employees : James K. Pope, Manager of Service and Mike Yokum, Master
Technician. I purchased a used Toyota Avalon 30 days ago for my wife and
while driving myself, noticed a small ticking as I turned the steering
wheel. In researching the condition on the web, I found that there was a
recall on certain vehicles (VIN-based) for steering column replacement and
also learned of 2 other recall situations for air bags and floor mats and
one non-recall situation concerning a potential oil leak (this oil leak
could cause catastrophic damage if it occurred on the highway).  I provided
this information to James Pope on my visit to Herb Chambers. James had the
car tested and then told me that all four issues would be attended to at “no
cost”. James had Master Technician, Mike Yokum, do the work. James and Mike
performed a full replacement of all the concerned parts and/or recall
directives. I was also provided a loaner vehicle for the day. At 3 PM the
car was complete and all issues had been completed, again at no charge.

This was superlative service and I hope James and Mike will receive some
recognition for their professionalism. I am a present and future customer of
Herb Chambers.

Best Regards,
Dan