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,

July 6, 2010

I want to commend Mr. David Wilson and Mr. Gregg Grace of your
Danvers dealership.  My wife and I were up from Newport for a wedding in
Peabody and on the way up my brakes failed on our PT Cruiser.  We had the
car towed to your dealership and being a holiday weekend I wasn’t sure it
could be fixed in time to return home.  Both Mr. Wilson and Mr. Grace were
extremly helpful and knowing that we were stuck without transportation back
home worked hard to make sure they could get the car fixed and back to us
before the holiday weekend started for them.  My wife and I were extremly
grateful for their help specifically and impressed with their
professionalism in both reassuring us and getting the car fixed while
keeping us informed of every step along the way (the mechanic should be also
commended for his work).  Your service department is first class and I would
recommend them to anyone as a place that puts the customer first and
provides first class service.  Thanks again and thanks to Mr. Wilson and Mr.
Grace.

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