Herb Chambers Complaints or Commentary to the Herb Chambers Corporate Office

At The Herb Chambers Companies we sincerely value your personal experience at our dealerships. Whether you visit Herb Chambers to shop for & buy a vehicle, have your current one serviced or simply to pick up parts or accessories - we hope that you find Herb Chambers’ staff helpful, courteous and professional at all times.

Please use this form to provide feedback directly to the Herb Chambers Corporate Office regarding any aspect of your experience with any Herb Chambers dealership. We appreciate you taking the time to do so and you will receive a response promptly after completing this form.

I want you to know that we value feedback that compliments great service OR highlights areas in which we need to improve the service we provide to you, our valued customer.

Sincerely,

12/31/08

Dear Herb,

I am pleased to be able to write to you with good news. My sister has completed her purchase of a 2009 Camry from Toyota of Boston. As usual we checked other Toyota Dealerships and hoped to complete our transaction with you.

I have to say this time Toyota of Boston definitely surpassed our expectations. Jillian and Tim and Patrick were wonderful to work with and always customer orientated. With your assurance I took my sister to Toyota of Boston and I am happy I did. Our salesperson was Mike, one of the people we had our disastrous experience with last summer. However, I must complement him as he was able to give an excellent presentation. I am sure it was difficult for him to see us again but he was able to rise above the situation and demonstrated good customer relations…

I have always admired your customer philosophy, honesty and work ethics. We have purchased from the following Herb Chambers Dealerships:

Dodge of Danvers, BMW of Boston, Lexus of Sharon and I am happy to add Toyota of Boston. to the list.

Again thank you for everything and have a Happy New Year

Kindest Regards,
Carole

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12/24/08

Hello Herb

I have written to you before complimenting Pat Blake of Lexus and complaining about your Boston Toyota Dealership. Our experience there was so bad we ended up buying our Tundra LE from another Dealership.

Presently my sister is here for Christmas and is looking for a new Toyota to buy over the holiday. At this point I will not recommend she try Toyota of Boston without some assurance from you we would not be treated so badly again. We love your Lexus Dealership and your philosophy. However, from past experience that dealership does not follow your wonderful customer relations.

Looking forward to hearing from you

Carole

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11/13/08

In this busy world it seems we always have enough time to complain but never find the time to say thank you. Bob and I would like to thank Patrick Blake for his wonderful and caring commitment to his clients. He is always pleasant and willing to listen to what his clients have to say. You never feel rushed or in a hurry when you are with Patrick. Patrick Blake is a tremendous asset to Herb Chambers Lexus in Sharon. We always have a feeling of confidence knowing that we can contact him at any time and he will solve a problem immediately to the best of his ability.

We have always been treated with respect at Herb Chambers Lexus of Sharon. However, I wish I could say the same of other Herb Chambers locations. At two other locations, Herb Chambers Toyota of Boston and Herb Chambers Collision Center in Braintree, we have been treated rudely and with disrespect which is something I would not expect at Herb Chambers locations.

We will definitely continue our relationship with Herb Chambers Lexus because of the wonderful treatment and respect we receive each time we go there. Again, I want to commend and complement Patrick Blake for his commitment to Lexus and especially his clients. It is unfortunate that we would not return to other Herb Chambers locations.

11/8/08

Hello Herb,

Wanted to tell you how well my purchase went after receiving your email and speaking with Dan Bortolussi. His intervention turned things around and made the transaction a delight. Adam Tremblay was extremely helpful and his professionalism was a breath of fresh air. My vehicle arrived a few days earlier than projected and Adam did everything possible to ensure that the delivery to me went smoothly and without any delays or problems. Jason DiPietro handled the final paperwork promptly and most professionally.

You should be quite pleased and proud of your management staff, they stepped up and saved a deal that was about to go south. I do want to thank you for your intervention and kind assistance.

Regards,

Donald

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10/20/08

Dear Herb:

As a past customer of Toyota of Auburn dealership, having purchased a 2007 Camry Hybrid in April 2007. In July 2008 we received a message from the dealership asking if we might be interested in buying a 2008 and trading our 2007 towards it. We returned the call several times, but received no call back. Finally in August, we stopped by and spoke with a manager and a salesperson. We arrived at what we thought was a deal to trade our 2007 in along with $3,200 for a 2008 hybrid with the same features as ours. We were told that there was a vehicle due in for late September, which had supposedly been ordered by another customer, but we were going to get the vehicle (even though it had a sunroof, which we did not have on our vehicle). We signed papers and gave a deposit of $500. I lined up a new car loan with my bank, expecting to close by the end of September. Near the end of the month I received a call from the salesman, telling me the vehicle was slated to be in by the end of that week or the beginning of the next week. I prepped my bank to be ready as well as my insurance agent. I then got a call from the salesman apologizing and telling me the vehicle was going to someone else (presumably the person whom had ordered it). At that point I was quite annoyed and my wife was furious. We informed the salesman that we wanted our deposit back and that we’d go somewehre else.
WE then received a phone call from a manager (Adam Trombly) who suggested that they could swap a vehicle for the 2008 Camry Hybrid that we had wanted (color: dark grey) with your Bsoton dealership, and that he expected we should be able to get it by the 3rd week of October. We asked that he put this in writing, sign it and fax it to my law office, which he said he would do. Based upon his representations, we agreed to leave our deposit in place for this vehicle in late October.
The fax that was sent to my office was an inventory summary for the vehicle and a copy of our deposit check, not what we had requested. Later in the ensuing week I called to speak with Adam about this but was told he was on vacation and when I told the young lady I spoke with what I was looking for from Adam, she told me she would have that paperwork done by the “swap manager” and faxed to my offcie by 8PM that evening. Needless to say, that never happended.
When Adam returned from his vacation I called him to ask the status of the vehicle and was told he would check with the “swap manager” and get back to me. Didn’t happen either. I called him last week and was told by him that the vehicle was expected and that he would call me back with either good news (the vehicle was in) or bad news (the vehicle wasn’t in). Well, that didn’t happen either. I called him today to tell him that if the vehicle was not coming in this week I wanted a return of my deposit monies. He told me he needed to speak with the “swap manager” and asked if I would hold for a few seconds so he could check with him. I was put on hold, then a few seconds later I was disconnected. When I called back I was told that Adam was in a meeting with the “swap manager” and would be done around 10:30AM. I informed the fellow taking the message that I needed to hear from Adam ASAP when he was done or I’d want to pick up my deposit funds and go somewhere else. Well, as I write this lengthy comment it is 11:15AM and I still have not heard a word.
Guess I should have listened to the ad and called Ira or gone on down to see Ernie, Jr., which is what I plan to do as soon as I get my deposit funds back.
Don’t think you’ll see my business ever again.

Donald