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,

Friday, February 18, 2011

I just want to compliment your service department in Westborough (Honda).  I have been a customer for several years and have always been treated very well.  Most of the service department knows me after the incident 2 years ago when my car (Civic hybrid) had extensive water damage after a poorly done repair elsewhere.  I recently brought my new car in due to warning lights on–turns out a squirrel was nesting in the engine (I have the WORST luck!!).  My service advisor Scott was very caring, even called me at home to make sure I was ok because when I left the showroom I was pretty upset.  Rich was amazing as always.  The shuttle driver Jeff suggested I call my insurance company to see if the damage would be covered (it was), and I am so thankful for that–I was so worried about a huge bill and his suggestion saved me days of worry.  But of course, it’s never as bad you think, and the repairs were even less than my deductible (and I know they were done right). Scott was off for two days, and Rick took over my case for those days, and he always knew what was going on and was A+!  As always, 5 stars, just thought you should know!

Wednesday, February 16, 2011

Herb,

I am writing you to let you know about a great experience that I had with
your Honda of Westborough.  This past weekend, I visited with my wife’s
CRV for Service.  I was greeted by Tony Ngo with a smile and a hello.  We
proceeded to go through the items that I needed service on.  Tony was
professional and helpful.  He got me a ride home so that I didn’t have to
wait in the lobby while the vehicle was serviced.  He made sure that I was
updated on the status of our car and when it was ready, he had someone
pick me up.  Tony made sure the car was clean and washed.  When I got
there to pay, the car was ready to go.  Not only will I continue to use
Herb Chambers for new car purchases and for maintenance, but I will be
returning because of Tony’s great service and support.  Please make sure
that Tony is recognized for his work.

Warmest Regards,

Peter

Wednesday, December 29, 2010

I would like to extend my gratitude to Herb Chambers Honda of Burlington, and Westborough teams for the
assistance they provided to me yesterday.
June Fraser in service and Patrick Sisk in Sales in particular provided excellent support.  I will take a
moment to explain my predicament as briefly as possible.

To begin, I took my wife?s car to work yesterday to because my own car was blocked in by hers (and snow).
My wife?s car happens to be a 2009 Honda Pilot which we purchased several months ago from the Burlington
store.  We
are very happy with it.    I noticed the dash indicated low pressure on the
front driver?s side tire.  I filled it up on the way to work and thought the problem was solved with the
tire having retained its pressure for the balance of my commute.  UNFORTUNATELY when I went out to check
the tire at lunch it was completely flat.  I then did what any normal person would do; I
called AAA and they arrived within the hour.   Upon preparing to change the
tire, the mechanic drew to my attention to the wheel locks which I was unaware of.  I didn?t recall
anything about wheel locks when purchasing the vehicle and had never seen the key.  Of course we were
unable to locate the key anywhere in the car and AAA went on their way.  FORTUNATELY Patrick?s business
card was in the glove box and I was able to get in touch with him.
With help from Patrick, Joe Santo and some phone calls between the Burlington and Westborough stores, a
technician from Westborough was sent to my location in Hopkinton to unlock the wheel and change the tire.
Once the tire was changed I drove to Burlington store where June coordinated having my lug nuts changed
out and my tire plugged.  I was on my way home in about an hour.  June was extremely nice, courteous,
responsive, and knowledgeable.

I really didn?t think I?d be making it home with the car that night.
Thanks for helping me get through the day.  That won?t be the last time I visit Herb Chambers for service
or to purchase a vehicle.

Regards,
Chris

Tuesday, November 23, 2010

How Do I Count the Way…. Herb Chambers of Westboro is a “Little Piece of Heaven On Earth!

We bought our Honda Accord in 2006… Nike says Do it… At Herb Chambers in Westboro, I say, ” They Do It Right”!

>From the General Manager Mr. Van Fechtmann who we made our deal with in
2005 .. to the unbelievable , priceless Service Dept…. Mr. Rich Murray, to Mr. Rick Osgood, to Mr. Allon Swift… always have serviced our car in a timely manner and their professionalism is so so appreciated.

Also we have had brand new toyota, nissans, and American made cars, but now that we have bought from you, “Mr. Herb Chambers”, and especially at the Westboro Dealership: We now know at the ripe age of 60 years old, if we want “A Piece of Heaven On Earth”… this is the only place we will ever pursue our options to buy a car again.

I have been trying for years to send you this message to show our appreciation and finally I hope it is received with the intent that you know we are extremely very satisfied customers.

Your Westboro Dealership is one of a kind: I could go on forever however my husband carries Duck Tape with him, (and yes it now comes in animal and designer prints):: With that being said I will be summoned shortly so I will end by saying Thank you, Thank you, Thank you for making car shopping and serviing our car such an easy task.

Please let me mention that Rose Garceau is a wonderful Salesperson with priceless, interpersonal and Salewoman skills.

Sincerely,

Antoinette & John

October 13, 2010

I purchased a pre-owned certified Honda Accord at your Westboro location.  I have bought cars from many dealerships over the years & the Westboro staff  was excellent.  Alex Stengrevics was very helpful & took the time to explain how to use all the different functions on the dash I was not familiar with (Navigation system, etc.)  Everyone involved made buying this vehicle a very pleasant experience. I will recommend your dealership to all my friends!

October 1, 2010

Hello~

Let me begin by telling you I did not purchase my 2004 Honda Accord from a Herb Chambers dealership.  I say this because I’m amazed at the service I received from one of your employees even though I did not make a purchase.
The employee is Tony Ngo (he works in service). About 3 weeks ago my husband changed my battery and consequently the navigation panel and radio needed codes to be entered.  I had no idea where to find these codes and the owner?s manual had nothing.  I called the Westborough site simply because I live in Shrewsbury.  On my first call, I was immediately impressed with Tony’s professionalism.  He was clearly busy with another customer but ensured me that he would call me back – and he did.  He told me where to look for the code and asked me to call him back if I had any problems.  Can
you believe it??    Remember, I didn’t buy my car at Herb Chambers!  Anyway,
the code worked for the navigation panel but not the radio (different panel, yet connected to the nav).  When I called Tony back he suggested I stop by so he could take a look.  I went on a Saturday, pulled up to the bay and this very professional young man came to greet me.  He had a big smile and a bigger handshake.  By now, I had entered the wrong code 9 times, so we only had one shot at getting it right. Unfortunately the code he entered did not work.  He felt so bad.  My car was due for inspection so he suggested I wait until after the inspection and then disconnect the battery to reset the coding system.  I did just that.  I called him back for a new code and as I’m writing this email, Tony is texting me the information.  Some people may say, “He’s just doing his job”.  I agree, he’s doing his job but he clearly goes above and beyond.  I have had too many experiences that are negative when it comes to customer service. This was truly a positive experience and he deserves to be recognized.

In conclusion, I want to tell you about a book I read over the summer. The title is QBQ! The Question Behind the Question.  Every business should ask their employees to read this (very easy read).  The author, John Miller, consulted with many corporations to recount real life situations in customer service.  The book essentially talks about how we should stop blaming others and take ownership and in doing so; we can work towards positive solutions.
Anyway, there was one story about a young man who worked in a restaurant and one of his customers ordered lunch and asked for a Coke.  The restaurant only had Pepsi.  The young waiter told his manager that the customer wanted coke, so the manager went across the street and bought a coke for the customer!  Now I know that seems a bit extreme to some, but I’m reminded of Tony when I think of that story.  Tony will be a happy employee wherever he works because he truly believes in customer service and personal accountability.

Because of Tony, I may just buy my next vehicle at Herb Chambers!

Thank you.
Joyce

9/1/10

I just bought a 2007 Honda Accord yesterday that I found through
Cars.com. I am very pleased with the attention I received from the first
Internet contact with Anthony Kent, the follow up emails and phone calls -
though not pushy they let me know that my business is valued – and then with
my visit to the dealership in Westborough on Saturday and working with Jim
Sweeney, taking the test drive, and arranging the financing with the
business manager. I appreciated Jim’s professional and friendly sales style
and attention to the details of making my buying experience a positive one.
I’m especially grateful that he was able to bring the car to Nashua to
register it in NH – that saved me trying to figure out the logistics of
getting it home. And he put the new license plates on too!
The car really is exactly what I wanted and more and the level of service
was outstanding.
Thanks so much!
Allison

August 19, 2010

To Whom It May Concern:
My wife & I are & were extremely pleased with your salesman Andrew Bellamy.
He listened to what I/we exactly wanted in a car without trying to sell us
any type of extras.  There was no pressure from him of any kind.

I had gone to three of your competitors before I/we came to Herb Chambers &
Mr. Bellamy outshined them by a mile.

I can?t say enough about how pleased we are with Mr. Bellamy & we will
recommend him to anybody we know who is looking for a car.

Sincerely,
Wendell

August 19, 2010

To Whom It May Concern:

I would like to thank your General Manager Tom Van Fechtmann for helping me
locate my house keys I left in one of your vehicles in error.  He was very
friendly & knowledgeable.  He also listened to me about the service I
received at Herb Chamber.
I enjoyed talking with him.

Sincerely,
Wendell

8/10/10

I started working on purchasing a vehicle from HC Honda of
Westborough in early July.  After a lengthy process of finding the exact
make, model and color of the car I’d been waiting for, Josh found one and
secured it until I could come to Massachusetts.  On July 22nd I met with
Joshua Mono of Westborough Honda.  He had just begun a new position in the
financial division there. I spent 2 hours with Joshua, who went over every
piece of paperwork, the warranty options and other … at no time did I feel
pressured, overwhelmed or intimidated by Joshua. His professionalism and
knowledge were both superb.

I was also able to test drive the RAV-4 with Rick Riganese.  He informed me
of the car’s many special features and made sure I was well-versed in the
operation of the vehicle before getting on the road.

On Thursday, July 29th, Joshua personally delivered the new car to me in New
Hampshire.  Again, he spent a great deal of time and patience going over any
questions I had and accompanied me to my town hall to transfer the title of
my trade-in truck.
I want you to know that you are very fortunate to have Joshua Mono as your
employee.  He will go far in your company and I wanted to share personally
this great experience I had as a first-time, and future customer buyer from
Herb Chambers.

Thank you for listening,
Kathy