10/22/08
Dear Herb Chambers,
I am writing to express my sincere appreciation to you and your dedicated sales force at the Herb Chambers Infiniti of Boston dealership.
At the end of August and after a quarter of a million miles, my dark green1986 Mercedes Benz 300CD Turbo Diesel had to be put to rest. While still in my grieving period I scoured the internet for a worthy replacement. I narrowed my search to a few brands and models, including the BMW 7 series. I then spent Labor Day Weekend comparing internet sites, traveling to used car lots, and test driving vehicles with my wife and two children.
Upon arriving at your BMW dealership in Boston, we were warmly greeted and assisted. I inquired about a black 2001 BMW 740i that was advertised in your pre-owned vehicle list and was informed that it was down the street at your Infinity dealership. The BMW representative then promptly escorted us next door where we were introduced to Gabriel Howell.
Gabe took us to the car and accompanied us on a test drive. His low-pressure-approach and amiable demeanor quickly put us at ease. Gabe was knowledgeable, courteous, reassuring, supportive, and patient. He let us inspect the car in detail and offered helpful suggestions and considerations. Never once did we feel like we were dealing with a car salesman. Gabe understood that this was a big purchase for us, and he encouraged us to take our time and think about it for a day or two.
Later that evening, Gabe followed up with a phone call to see if we had any questions. We had driven other cars by then and were leaning toward selecting the one at Infinity, but the price was a little more than we wanted to spend. Gabe convinced us to come back in to the dealership the next day to speak with the used car manager, Mark Abruzzi.
Mark did a thorough assessment of my old Benz and helped negotiate a fair trade and selling price. He understood that this was a difficult decision for us, but he was able to make it quick and easy. He assured us that Herb Chambers dealerships only sell quality used cars and that both he and Herb Chambers would stand behind any car sold. His pride in this commitment to service was apparent, and we felt like we could trust both Mark and Gabe. We sealed the deal with a handshake, dealt with the paperwork and check writing, and then drove home in our new (to us) BMW 740i.
A couple days later, after reading the owners manual, I realized that a yellow light on the dashboard was indicating a fault with the breaking system. I called Gabe and he directed me to Mark. Although I couldn’t bring the car in until after the 3 day warranty was up, Mark told me not to worry about it. Two visits later, including 2 days in a rental car, the break sensor was repaired at no cost to us and I was a very happy customer. Mark made it clear that if I had any other trouble to give him a call. Additionally, Gabe followed up with a phone call a few days later to confirm that everything was running well and that I was happy with the purchase.
In summary, I want to commend you for hiring such courteous, friendly, trustworthy, honest, and dedicated sales representatives. My family and I had a fun, pleasant, and rewarding experience. Gabe Howell and Mark Abruzzi were both excellent. In a world of deception and dishonesty, it is often hard to find trustworthy people (especially at a car dealership). Mark Abruzzi is someone that gives you his word and stands by it. I have a tremendous amount of respect for him and his integrity. Because of the attention and service he provided, I will not only return to your dealership when I (or my wife or kids) need a new or used vehicle, but I also feel confident enough to recommend you to friends and family. Mark deserves special recognition for the way he treated my family and me. I hope that you can find a way to reward his exceptional performance and keep him as a member of your team for many years to come.
If you have any questions or need additional feedback, please feel free to contact me.
Thank you.
Don
