I just want you to know that Tom and his team did a FABULOUS job!

After I wrote this email, I called your office to follow up on the email and Nicole suggested that I contact Tom.  I did exactly that and he responded immediately, professionally, and with a real goal of resolution.

After one day of my first discussion with Tom, we drove away with another car from Herb Chambers of Westborough and a very positive experience with the team there.

Job well done across the board!  Thanks again Tom.  You are a pleasure to work with and Greg and Norman were a delight to work with in helping us find a car.  As a sales professional, I truly respect great customer service and salesmanship.  You’ve got a winning combo there in Westborough.  My husband and I both noticed and admired it as much as we are admiring the Hyundai.

I will continue to recommend your business to anyone I know seeking a car.  Thank you for a great customer experience.

Heather

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1/19/09

Dear Herb -
I’m escalating a situation to your attention as a dedicated Honda consumer.

We have two Honda’s – one leased 2008 Pilot and one owned 2005 Civic.  We got both at HC Westborough.

Over the past 6 weeks, the Civic has been emitting some kind of noxious fume (occurs only when the engine is running.)  It resulted in my husband going to the emergency room with a number of symptoms including nausea, numbness, faint, etc.  The ruled out carbon monoxide poisoining, but could not determine the source.
My husband continues to experience intermittent symptoms and I have also one-time suffered this after a short trip as has one other passenger on a four hour trip with him.

We’ve taken it into Westborough 4 times to determine what the problem is.  Despite dedicated and good effort by the team there, it remains unresolved.   They have not been able to replicate the problem.   I just learned from the corporate office that a Honda Field REp would be the next step so I’ve left a message with Rich to set this up.

At this point, we need to speed up the work.  If we DO have to get another car, I would like to work with someone that handles sales and service so that we can somehow negotiate a solution that recognizes the frustration and problem that this car has caused.  I also think Honda would seek to be aware of this problem for their own manufacturing process.

Please advise.  I do want to stress that the team has been very professional and helpful, but now I think we are all at an impass.

Thank You – Heather

Dear Mr. Chambers,

Yesterday I bought a 2008 Honda Odyssey at your Burlington dealership.  As a sales professional myself, I have to let you know how impressed I was by Miguel Coelho and Drew Hill.  I was ready to buy my car at Honda North on Saturday but was so disgusted by their salespeople that even though they had what I wanted at a price I was willing to pay, I simply couldn’t reward them with the sale.  On my wife’s suggestion, I went to your store on Sunday.  It was the easiest buying experience I have ever had.  From Miguel’s complete knowledge of the Odyssey, to Drew’s clear desire to find the deal that worked for me, to Greg in finance having the paperwork printed and ready to sign when I stepped into his office, I felt like the whole place was working together to make me happy.  As I said, I’m a sales professional of over 15 years, and you should know that you have a great team in Burlington.  I would do business with any of those gentlemen again.

Best Regards,
Christopher