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

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

10/28/08

Hi Jeff,

I appreciate your offer. I remember dealing with you and remember you being a nice guy. Please don’t misunderstand my intentions. My intention was just to describe my experience w/ the company and how it wasn’t a great one. Since you are trying to really make the situation right, I have no choice but to go back and add to my comments. I also am sooo glad to hear that the salesman and “arrogant” sales manager are no longer with your company. Good move on your part. This just goes to show you that good customer service will get you far-we will definately now keep HC of Millbury in mind for our next vehicle.

Have a Good Night,

Steve & Jocelyn

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10/28/08

Dear Steve & Jocelyn,

Thank you for your feedback regarding your purchase. I have tried to reach you by phone and have been unsuccessful.

I am familiar with your negative delivery experience last December. I was appalled when this happened and I still use this

delivery as an example of how “not to do it,” as I expressed to you when we spoke last year.

Both the sales person involved and the sales manager are no longer employed here.

Customer satisfaction is the most important thing to us and we strive for excellence.

Once again, I apologize for our shortcomings last year and would like an opportunity to show you our better side.

Please accept as an appreciation of your patronage from me a complete interior and exterior detail of your vehicle as well as the full tank of

gas that you should have received from us upon purchase. Call me at your earliest convenience to schedule this service.

Sincerely,

Jeff Albert

General Manager

Herb Chambers Chrysler Jeep Dodge

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10/27/08

I’m so glad that I was emailed this new page for customer complaints. I bought a used Dodge Caravan from HC in December of 07′. I don’t understand the certification process because after I bought my van, it needed 4 brand new tires and an alignment. That’s not my complaint: when the salesman delivered it, he delivered it on what turned out to be the worst snowstorm of that year. He knocked on my door, handed my husband the keys, and proceeded to tell us that our new van was stuck at the bottom of our street and we had to go get it ourselves. My husband Steven was gone for 4 hours in the snow that night. Not only did my van need work, was abandoned down the hill of my street, but to top it off, the gas tank was on E and the gas light was on. Needless to say, this experience was a nightmare. I did fill out a customer surver form telling this story, but funny thing, never heard a word back.

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

I’d writing to tell you how IMPRESSED I am with your Service Department at your Chevrolet dealer in Danvers! I have NEVER been treated so well at a dealership. I’ve spoken to many people there from the Service Manager down to the Technician. ALL of them treated me so very well. I called GM and told them how happy I am with your dealership. I hope that makes a difference. I will be in the market for a new car soon, trading up from my 2006 to a 2009 and you will absolutely have my business. I’ve been treated so badly from the other dealerships around the area that I went to Penske Chevrolet, where my ex-husband is a Technician, in PA, to buy my car. I didn’t want to deal with anyone in the area. I wasn’t aware your dealership was there until 2 weeks ago when I picked my boss up from Herb Chambers Dodge across the street and saw it. I am truly amazed at the all-around service from you dealership. KEEP UP THE GREAT WORK!!! I have and will highly recommend your business to everyone I know. Thank you!
Sincerely – Heather