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,

April 29, 2010

Hello,

My name is Joe.  I would like to let you know that I just bought a new
car at the Infiniti-Westborough.  And WOW, buying from Herb
Chambers-Westborough was the best thing I could have done.

This is a long story but I will try to keep it short.  I bought a g37 sedan
from your Westborough dealership about 3 weeks ago.  First off the
dealership itself is beautiful and elegant, kind of like a jewelry store for
automobiles.  Pranav Gil and the salesman Jess, I forgot his last name, were
both great, professional and very helpful.  And I walked out happy.

But soon after, I regretted getting the sedan as I am more of a coupe type
person. So I decided to trade in the sedan for the coupe.  So I went to the
Norwood Infiniti as it was closer to my house.  And I was very shocked and
disappointed at how different the car buying experience was between your
dealership and that of Norwood.  Norwood was horrible, they promised things
they couldn’t deliver, their salesperson was not knowledgeable of the car
and its options, and the list goes on. They made me feel like they were
doing me a favor by letting me trade in the car that I just bought. I felt
like a second class customer and I was not treated very well.      

So I decided to go back to your Westborough location.  And I am so glad I
did.  Pranav welcomed me back again with kindness and professionalism.
Pranav introduced me to salesman Anthony Carlino, who was beyond
outstanding.  I can’t say enough about Anthony, he spent a whole day with me
getting the deal done and he was very empathetic to my situation.  Anthony
knew the car inside and out.  His confidence was comforting and infectious.
Overall, Anthony went above and beyond his job description to not only close
the “deal” but he also made me feel like a top rated customer, who won the
day.  And even after a day, he checked in to see how I was doing.

I know I failed at making this short but I was so impressed with the
Westborough Infiniti that I just wanted to let you know how wonderful your
dealership was to me.  I am a Boston firefighter and I will definitely
recommend Herb Chambers to all my co-workers, friends and family when buying
a car.

Thank you again for having a professional and knowledgeable staff.

January 3, 2010

I have been a longstanding Honda and Acura loyal customer.  I
currently lease a BMW.  With my lease term coming to its end, I started test
driving several cars. I was ready to buy an Acura but after doing some
online research, decided to “try” the Infiniti despite the fact that I had
not loved the feel of the car 3 years ago. I specifically went into Infiniti
of Boston because I knew James Bulger from Honda.  As always, I found him to
be nothing short of professional, and fair to deal with.  I have to admit
that I was not impressed with my first test drive 3 days ago but because of
James’ professionalism and my loyalty to him, I really wanted to give him
the business.  I decided to return to try it one more chance yesterday.
James set me up with Jose Goncalves who was knowledgeable, fair, honest and
professional.  If it were not for the tremendous customer service that both
myself and my boyfriend experienced with James and Jose, I would not have
purchased what I hope to be my first in a long line of Infinitis.  I would
be remiss if I did not inform you of what a tremendous asset these 2
gentlemen are to your organization and I will most definitely spread the
word.

Herb,

August 14, 2009

I have been watching your commercials and reading you adds in the newspaper
for years.  I figured you were just spinning the PR machine and that your
dealerships would be just like all the others when I went into the Infiniti
store in Westborough.  I was wrong.

I was very impressed by your 34,000 SF dealership that cost $10 million
dollars to build, but what impressed me most was the staff at the
dealership.  I have been working with Jim Walmsley, Jean Ouelutte (via
Internet) and I have been introduced to Paul Matineau.  They all are very
professional and show the right balance between attentiveness and allowing
customers the time they require to consider what vehicle matches their
individual needs.

I have not purchased an Infiniti at this point, but I am heading in that
direction.  Even if I end up not being able to come to terms on price of the
G37X I will still tell my friends and neighbors that, “Herb Chambers really
knows how to manage a car company and he has exceptional people on his
staff”.

I have visited six other dealerships in the Metro-west area to test drive
different car models and your dealership in Westborough is the “Gold
Standard” based upon my experience in the last month.

Congratulations on running a superior business model and doing the work to
set the high standards, train the staff and provide a customer forum to get
direct feedback from your customers.

Sincerely,

Brian

 August 12, 2009

I was extremely happy about teh way we were treated at the Infinity dealership on Commonwealth ave. The salesmans,manager were all friendly,helpful and        exemplified the type of customer service you should be treated all the time. The negotiating process was extremely fair and conducted in a professional way. I would highly recommend this dealership to anyone interested in an honest and professional relationship. Hat’s off to the staff!!

5/18/09

I just purchased a 2009 Infiniti G37 from your new dealership in Westborough, MA. It is a fabulous car and I am absolutely thrilled with how it drives.

The facility at Westborough is beautifully designed.

All of the people that I encountered were extremely professional.

Anthony began the process by providing me with all the information about the features of the Infiniti that would help me make a decision. He was extremely knowledgable about the Infiniti but did not pressure me in any fashion.

Paul stepped in to help with negotiating an agreement on the price of the vehicle. I had checked the pricing with Edmunds.com and felt as if the negotiated price was very fair.

The next day I returned to decide on the color and discussed financing and various package options with Rich.

Finally I returned on Friday for my final inspection of the car and explanation of all the bells & whiistles. Anthony did a superb job in familiarizing me with my new vehicle.

On Monday he drove to my office picked up the car, got it registered and inspected and then returned it to me. The service was wonderful. I have been talking about your organization all weekend. Thank you for making it such a positive experience.

Katherine

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

Herb,

I purchased two cars this year from Herb Chambers dealerships and received excellent customer care in both cases. In March I purchased a 2008 Honda Pilot from Matt Dency in Westborough. Matt has provdied excellent followup service including helping me address issues I had with my 2006 Ridgeline which I had purchased from another dealer. I recently stopped in to see Matt and mentioned my interest in an Infiniti M35X. Matt got me in touch with your Infiniti dealership in Boston and I purchased a 2007 M35X two weeks ago. We had visited other Infiniti dealerships but were not comfortable with the level of service we received. The professional and courteous service provided by James Bulger and Kashif Sheikh made it very easy to do business with your dealership. They treated my wife and I well and were willing to work with us on a deal that included the trade-in of our Lexus IS250.

We have been extremely pleased with both cars as well as the level of service we have received from HerbChambers Honda and look forward to working with your Infiniti dealership, particularly when you open the location in Westborough.

Thanks Herb, you can be sure that my first stop for future vehicles will be a Herb Chambers dealership.

10/20/08

Hello Doug,

I read your message about your experience at Herb Chambers Honda and Herb Chambers Infiniti. Thank you for the kind words you offered about your experience with Matt, James and Kashif. I know they are all true assets to my team. It is letters like yours that make their hard work all worth while. I want to be sure they receive proper recognition from their fellow team members for a job well done.

Thank you for taking the time to write and for offering us the opportunity to serve your automotive needs.

I wish you many happy and safe miles in your new M35X!

Regards,

Herb