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,

January 28, 2010

First, I have been a Ford person and family for over 30 years.
When I arrived at your showroom and felt very welcomed.  So far from the
sale to 1st service has been a great experience.  I have recommended others,
if in the market, to go to Danvers.  You have my 2 thumbs up.  Thank you

July 27, 2009

I had my F250 serviced at the Westborough location and wanted you
to know that Jeff Krasner provided outstanding service.  Jeff resolved a
major issue that I had with my truck and did so in an efficient, friendly,
and very professional manner.

I wouldn’t hesitate to bring my vehicle to Jeff again in the future.

Thank you.

July 27, 2009

We want to relate the wonderful experience we had in the recent
purchase of our 2009 Ford Escape in Westborough.  The entire staff was
knowledgeable, professional and warm.  The General Manager, Paul Ziffer, was
extraordinary in his efforts and caring.  He has obviously set the same high
standard for his whole team.

July 25, 2009

Hello,

        My F350 was recently serviced at your delership. I can honestly say
that it was the best service I have ever recieved. The staff was
professional and courteous from the moment I entered your dealership. The
scope of work the truck needed was major. Hats of to your dealerships
service foreman and diesel technician. The truck has never run better.
Frank, service advisor, kept me posted every step of the way on the repairs
being made. I am a “raving fan” and will be coming solely to your dealership
in the future. I’ll be sure to recommend your dealership to all I know. 
         I am a regional manager for Cap World Inc. and customer service is
my main focus. Jeff Krasner is to be commended for he mastered this.

Thanks,
Jeff

My experience today at Ford of Westborough was the epitome of professionalism and service. Yesterday, I made a random call to service to inquire about having our recently purchased suv looked at. The front bumper was a bit loose at one corner (most likely a broken clip or bolt) I anticipated leaving it for a day or so. “Jeff” tells me to bring it in in the morning. Service was very busy, I waited about an hour, they corrected the problem, cleaned the vehicle and I was on my way. I couldnt believe it! Paul in sales, Josh in finance, and the service team. I really do appreciate this level of service. Well done!!

This service department provides the the best service of any Ford dealer I have dealt with over the past 20 years. They are very friendly and fix all problems quickly.

11/21/08

Mr. Chambers,

I am happy to report that about one week ago I received a call from my salesman and he informed me my NAV disc and my floor mats were there waiting for me. He indicated he would not be there however he would let everyone know I was coming. After work I stopped by and was welcomed with smiles from everyone. I received my items and was on my way. I would like to now thank you and ALL your staff for completing my transaction and making things right. Now knowing that Westborough Ford, my salesman, Bill, and the rest of the team there will in fact follow through after the sale has earned my business for many years to come. Thanks again.

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.

I HAD A VERY PLEASANT TIME BUYING A CAR AT YOUR FORD DEALERSHIP IN BRAINTREE .THEY WERE VERY PROFESIONAL AND PLEASANT TO MYSELF AND MY SON. I WILL RECOMEND THEM TO ANYBODY WHO IS INTERESTED IN BUYING A CAR ,THANK YOU BRIAN

10/22/08

Last week I purchased a 2008 Ford F150 from your Westborough Ford. My husband and I had been to numerous dealerships and had gone through what we like to call the “Wheel and Deal Shuffle”. The process of buying a new vehicle can be stressful. We want to save the most we can and the salesperson wants to make the most he/she can. It can be a negative and tedious process. However, we did not experience this dance at your Westborough Ford. Don’t get me wrong…we had to work for the price that we got, but it was not negative in any way. Jim O’Neill is the salesperson who helped us through the process. He was fair, honest and knowledgeable throughout the whole process. We feel as if we bought a superb vehicle at a nice price. In fact when it is time to purchase another vehicle, we will go back to Jim and your Westborough store. Everyone there was polite and wanted to sell us a vehicle. Now we call the dance…”The Deal and Seal Boogie.” Thank you to your staff at Herb Chambers Ford of Westborough, especially Jim O’Neill. We appreciate everything you have done for us. We will continue to spread the word of the outstanding service we received.

Cinthia

10/12/08

Dear Mr. Chambers,

I wanted to take this opportunity to compliment the following staff at Herb Chambers Honda of Boston, following my recent purchase of a new Honda CRV:

ANNA BANKS – superb sales person – if it weren’t for her demeanor and personality, I would NOT have purchased from this dealership. Over a two-week period, she put great effort into my car-buying process. She is a shining example of how a car salesperson should approach and deal with a customer – professional, patient, courteous, and knowledgeable. It was my pleasure to bring her lunch on one occasion and a flowering plant upon delivery to show my appreciation for her time and dedication.

DARRITH (her direct sales manager) – Again, very personable and professional and concerned about making a deal what would satisfy my financial requirements.

HOWIE (General Manager) — Another top notch person with whom to deal. He matched a price offer from Boch Honda on the spot, which sealed the final deal. He also engaged in pleasant conversation about the car business and buying in general. Without his final approval of the price/deal, I would likely not have purchased from this dealership.

CLAIRE VAN PELT (Communications Director/Main Reception) – Always pleasant on the phone. I told her in person how remarkable her demeanor was on the phone every time I called. I don’t know how one person answering phones all day can possibly remain so upbeat and chipper. It was my pleasure to provide her a flowering plant upon car delivery to express my appreciation for her pleasant phone manner

KEVIN RAPOSO (Internet Sales) – Kevin was my point of first contact via my Internet request for pricing/availability of vehicle I was interested in purchasing. Again, very personable and professional.

I hope you will take the time to personally share my comments with the above staff. You are lucky to employ all of them. They all share you general philosophy of helping a customer purchase a vehicle, rather than just simply selling a vehicle. A representative from Honda Motor Company called me last week to rate my experience with your dealership. I was happy to provide 5-stars for all questions.

Thanks to you and your staff for such fine customer service (This in an economic environment where, perhaps, more desperate sales measures are sometimes employed.)

I have a picture of Anna and I on delivery, but was not able to attach it. When I receive your email address in reply to this note, I will happily attach and send it!

Sincerely,

Glenn

PS: This is my second purchase from a Herb Chambers dealership. The first was from Herb Chambers Ford in Westborough last fall.