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,

March 22, 2010

Dear Mr.Chambers – my fiance and I really have to commend the staff at the Chrysler Jeep Dodge dealership in Danvers.  I have been rather picky in my search for my ‘dream’ Jeep Wrangler, and Jim and his staff really went above and beyond.  Jim himself called many dealers, outside of Massachusetts, to ensure that he could find my car.  He kept us in the loop when things didn’t go quite as fast as he knew we were hoping for.  I enjoyed working with Anabelle (sales) and Josh (financing) – they took an intimidating experience and made it easy, with a real honest friendliness.  My fiance and I felt very comfortable working with them, and the price was perfect for what we all went through.  A real positive experience, and I will be happy to return for keeping my Wrangler looking and working as new. 
Sincerely, Debby and Frank

March 3, 2010

Hello Mr. Chambers,

I wanted to follow-up to let you know your staff at both BMW -Boston and
Chrysler-Milbury have successfully satisfied the buying experience I
expected.  The hard work of your staff (Melissa, Mohamed, Anthony (Boston)
and Jeff Alberts(Milbury) have proved to me that customer service still
exist within the New England area. The immediate response from  your team
has salvaged the impression I had of Herb Chambers.  

I look forward to future business with Herb Chambers thanks to the
individual listed above.

Thank you,

Chris

01/05/09

Mr. Chambers,

I’ve written many times regarding a recent purchase of a used minivan and a few problems I’ve had with it. Thanks to you and your staff all those problems were addressed and corrected. Per my last communication, I still had “doubts” with the van. I did in fact follow up with Jeff Albert at your Millbury location. He had Dan assist me with a 2005 Jeep I had my eye on (all the while they took the van in to inspect for me per my request to ease my mind). Long story short, I took delivery of the ‘05 Jeep Grand Cherokee 12/29/08 and have loved it every moment. I want to mention everyone I encountered at this location… Dan my sales associate, Jeff Albert, Steve the used car manager, Ken in service right down to who ever was the one that cleaned the Jeep for delivery.
I have to admit I was leary about buying through another one of your stores but they all restored my faith! I can’t express enough how well I was treated and the effort everyone took to ensure I was happy and satisfied with what ever it was I drove. I’m not one who usually has my vehicles serviced at the dealership but this one will only see the Millbury service bay! Thank you to all at Millbury Chrysler/Jeep/Dodge for putting my mind at ease and into a vehicle I feel safe in again.

Mr. Chambers,

I wanted to follow up regarding the issue I had with my Town & Country in that the steering rack had failed and caused a major safety concern. Both your Millbury Chrysler location and Ford of Westborough we’re able to correct the problem timely. They came to me, dropped off a loaner car and returned to my location when the work was complete. I want to extend a special thank you to Mr. Jeff Albert, General Manager of the Millbury Chrysler location for taking the time to reach out to me to ensure the work would be complete and accurate (even though it was Westborough fixing it). I expressed my concern with non “Chrysler tech’s” completing a major repair. He advised if I was still concerned to bring the vehicle to him and he’ll have the tech there inspect it with me present. He also mentioned if I was still not happy he would assist me with trading out and into something I felt safe in….. needles to say, I still have the thought of something happening so I am planning on looking into a 2005 Jeep Grand Cherokee he has in stock. I trust based on the level of courtesy I have already received from them it will be a smooth transaction. Thank you as well for your “check’s and balances” to ensure customer satisfaction on all levels from the start of the purchase all the way down to service and providing to your us, your customers.

Happy Holiday’s to you and your entire staff.

Bill

11/19/08

Dear Mr. Chambers,

I just wanted to commend you and the staff at Herb Chambers Chrysler Jeep Dodge of Danvers on the outstanding customer service I received.  I brought my 2004 Jeep Grand Cherokee in for service related to a transmission problem, engine idle surge, and creaking/groaning noise in the steering column.

After calling several Jeep dealerships for an appointment, I chose your dealership because, when I called, my call was taken by a service advisor.  Call me old-fashioned, but I like to converse with someone who knows what I’m talking about before I bring my car in for service.  It just makes me feel better and gives me confidence in the shop performing the repairs.  I don’t want voicemail nor do I want an appointment secretary.  When that happens, I go elsewhere.

The next pleasant surprise was experienced upon picking up the car and finding that it had been washed and vacuumed!  I have never experienced this at any auto dealership.  I’m very meticulous about the cleanliness of my car, but my wheels haven’t been this clean since the car was new!  I cannot tell you how disheartening it has been to spend upwards of $700, sometimes even $1,000-$2,000 at a dealership then pick up my car and it’s dirty.  As a customer, it makes me feel like they don’t value my business.  I’ve driven away thinking “would it have killed them to give it a quick wash after all the money I just spent there”?  Obviously, your dealerships go the extra distance by providing this free service, which tells me that you value your customers.  It might seem trivial to others, and a nuisance to the dealers, but to me as a customer this is huge!!!

I wish to compliment you, and to single out Dave Wilson and Michele Jensen.  The professionalism, courtesy and attention to customer service displayed by them has been outstanding to say the least!  Even the technician who performed the repairs, Bob, was most professional when he and I went for a test drive together.  He very clearly explained the issues and answered all of my questions.

In summary, the key elements I look for are: 1) a human being answering my call; 2) prompt, courteous, and professional service; 3) feeling like I’m valued as a customer.  Herb Chambers hits them all – what a refreshing change!

Thank you and best regards,
Susan

11/10/08

Mr. Chambers,

I wanted to follow to my recent e-mail regarding the missing NAV disc and floor mats for my van. I have received communication from both Paul Bertoli (twice actually) and from my sales man at the dealership. They have informed me the items have been ordered and gave me an anticipated arrival day. Both have stated they will each call me to confirm the arrival so I don’t “have a wasted trip”. I would like to thank you and your corporate staff with assisting me and for trying to make things right. The only thing I wanted was communication and now I have that. Thanks again.

Bill

11/07/08

First I would like to say my experience of buying from another HC dealership was great. My concern and complaint deals with “after the sale”. When shopping I was treated as if I was the only person on Earth. All questions were answered, no hidden fees, nothing. Heck, my sales man even brought the car TO ME for the test drive!! Anyway, I had requested that before delivery everything was included and worked (I bought a 2006 Chrysler Town & Country with factory navigation and rear DVD entertainment system). Since during the test drive the NAV disc should be “on file” and who carries a movie with them to test that option? I was assured everything worked as it should and all equipment was there. Delivery day came and while waiting for the loan docs to be drawn up, I decided to look the van over again. I noticed the NAV disc case was there but no disc. I also noticed my floor mats were not there. I mentioned this to the salesman prior to going in to sign the papers. When we were done and came out to transfer our personal belongings from our old car to the new one, he stated the NAV disc and floor mats were missing. Not to worry though as he/ they would get them for me. As the weeks passed, I would call to check the status and was told “sorry, they aren’t here yet but should be soon”. Over the last couple of weeks, I have left messages for a return call to update me on the status, but I didn’t receive a single call back. I called again this morning and had to leave another message as my salesman just stepped out. 4.5 hours later I had to call back and again, he just stepped out. I asked to speak to Frank (general manager) as he was also involved in the original communication regarding the missing items. Sadly for me Frank is off today however I did speak to another manager, Josh. Josh kept his promise in calling me back within 10 minutes however he couldn’t provide me with any details as he states my salesman is gone for the evening. He did however check with the parts department and confirmed the parts were NOT ordered from there. This did not sit well with me however I’m holding out faith in that they were ordered from one of the HC Chrysler dealerships. I have waited patiently for nearly 2 months but I’m growing impatient now as I feel the “service after the sale” isn’t what I hoped it to be. I’d like to also briefly mention my van was tied up in service for a week for an improper gap on a spark plug and a door lock actuator (not overly upset as the rental was paid for). I can only hope now that sending this e-mail, I can finally get the assistance needed to get the missing items for my van. Sorry for the long story but I wanted to be sure to try and get all the events listed rather than just the bad.

10/20/08

I hear so many complains from people all the time about, not just Herb Chambers but every dealer. People take their time to complain when something goes wrong like we they are perfect, right? Well, I’m emailing not to complain, instead I’m letting you know what a great job the service dept from the Millbury location do. Sam, the guy behind the counter, has one of the most amazing customer service I’ve seen. He’s always pleasant and willing to help. Although I keep having problems with the brakes (the car is still there) I don’t regret haven’t bought my car there and I will continue buying from them because so far, the service I get when there’s problems, it’s superb. Before I started buying cars from Herb chambers, I bought a car Ford from Millbury ford in Auburn. The people where nice until I signed the loan for the car. After I drove the car off their lot, they didn’t care anymore and once, when I brought the car for a minor repair, their service manager treated me like I was bothering him and tried to tell me it was my fault that the car had problems. He soon found out who I was and right after that, I traded my car just so I didn’t have to deal with them. Anyway. Good job guys. I appreciate it….Alberto