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,

Dear Mr. Chambers,

October 7, 2010

Re::Bradley Burkhalter/Herb Chambers Infiniti

Recently I had an opportunity to introduce my 90 year-old father to Infiniti products.  I initiated the search for a 2010 Infiniti EX35 Journey by internet.  In short time I was contacted by four dealer internet sales persons.  Because Rhode Island was remote from the Herb Chambers Westborough Massachusetts location, we decided to respond to dealerships by their respective shortest relative distances from my dad’s home.  Prime auto group, Infiniti of Norwood and Inskip auto mall were places of interest to us because of proximity.  Prime auto group was the first to contact us with a very low attractive price.  Second, was Infiniti of Norwood with an unattractive price and rudeness.  The third was Herb Chambers with a matching price to Prime auto group.  We were not successful at Inskip.  On September 30, 2010 we were leaving Inskip Infiniti at 7:05 PM and unsuccessful in our bid for a vehicle.  From the parking lot of Inskip auto mall I placed a call to Herb Chambers Infiniti.  I spoke to Jess and told him what price we would be comfortable with paying for a vehicle.  He guaranteed me the price and by 8:00 p.m. we were in Westborough Massachusetts signing a purchase and sales agreement with sales & leasing consultant Bradley Burkhalter for an Infinity EX35 Journey.  Because the initial survey e-mail sent to me by Infiniti Corp. was brief, It did not allow me to express my thanks for the entire group to include your automobile information specialist Matthew, finance director Al, general sales manager Jess, sales manager Patrick, and most of all Bradley Burkhalter.  At this time I would like to depart from the complements to your sales staff and focus on Mr. Bradley Burkhalter.  What a fine young man and complement to your efforts to maintain a staff that is helpful, courteous and professional at all times.  Mr. Burkhalter is the epitome of helpfulness, courteous and professional behavior.  On October 4, 2010 at approximately 11:10 a.m. Mr. Burkhalter presented himself to my Pawtucket Rhode Island professional office where I was busy with multiple patients.
His goal that day was to deliver the vehicle and register the vehicle.  He waited several minutes patiently in my waiting room for my father to arrive to sign documentation.  He accumulated all the necessary documents in order for my father’s new vehicle to be properly registered, from insurance, to property taxes, to registration fees.  He also was kind enough to bring along Joe, a notary public, to add to the convenience for my father not to have to go to the bank to have documentation notarized.  At approximately 11:30 a.m. Mr. Burkhalter left my office for the Cranston Rhode Island location Department of Motor Vehicles.  I wondered where Mr. Burkhalter was until 3:30 p.m..  I called him on his cell phone and inquired where he was.
He told me he was in line behind 520 persons at 11:45 a.m. to 120 persons by 3:30 p.m..  I was amazed that the DMV did not have accommodations for dealer registrations.  I found out they did not.  Mr. Burkhalter successfully registered the vehicle and returned to my office approximately 5:15 p.m..
Through all the waiting at the Rhode Island Department of Motor Vehicles, through all the traffic on route 95 north at rush-hour, to my office in Pawtucket Rhode Island.  I looked out a back window of my office while I was with patients and saw Mr. Burkhalter bending over and securing license plates to my dad’s new vehicle.  I was truly touched.  He never complained to my secretary at the front desk.  When she told him he must be tired, he answered with a smile “we go the extra mile”.  My secretary told me how wonderful a person Bradley was.  He had every opportunity to complain how tired he could’ve been.  He had every opportunity to seek pity for enduring the DMV.  Bradley reminds me of what my father once said.  “Do your homework when no one is watching because you are doing it for yourself”.  Bradley was doing his homework however, he included our benefit.  As my father is a retired physician and I a working physician can tell you this behavior should not go unrecognized.  There are a few times in a persons life when one speaks out on another’s behalf.  Please let it be known that this is one of those times that I would like Mr. Bradley Burkhalter to be personally recognized by Mr. Herb Chambers for his unselfish efforts.  A long time prior to purchasing a vehicle from Herb Chambers, I watched a documentary on Mr. Chambers.  I was impressed because the documentary made me certain that the recipe of success includes multiple ingredients of chance, dedication, hard work, and doing your homework when no one is looking. Mr. Burkhalter has those ingredients to fit the recipe of success.  Please give him his due at Herb Chambers Companies.  Thank you.

With any questions please call.  Thank you once again.

Sincerely,
Dr. Todd Steven & Dr. Steven

9/29/10

I just wanted to comment on the excellent customer service I received at your Saab dealership in Boston.  I worked with Jonathan Y. in sales and I belive John Rogers from the internet team.  Even though we couldnt work out a deal due to personal finance reasons I still received the best customer service possible.  My first 5 cars I purchased in the last 4 years were all from Boch Honda in Norwood and im planning on my next 5 to come from Herb Chambers!!! Thanks again for all of the help and assistance!

September 7, 2010

Good afternoon.  I just wanted the chance to mention the excellent experience I had at Herb Chambers Lexus of Sharon due to Sam Prucsek.  My husband and I, who are from Auburn, MA, took 2 trips to Sharon, which is approximately 1 hour away.  The first trip was to test drive a vehicle we had seen on the internet.  I ended up loving the vehicle and worked with Sam in making the deal.  However, when going to get the paperwork, Sam found out the vehicle had already been sold that afternoon and it had never been marked as such.  I could have been completely frustrated with the dealership at this point, but Sam worked with us for days to find a vehicle that was within my price range and that I loved.  Due to Sam’s diligence and hard
work, I am now driving my Hyundai Santa Fe.

May 25, 2010

I want to thank the internet, sales, and finance departments for
the outstanding customer performance and satisfaction. I will be doing
business with herb chambers dealerships for sales and service. Again thank
you very to herb chambers ford team !!!!!!

03/12/10

I wanted to commend you and your staff at the dealership.  The
internet manager was very helpful and professional in answering my questions
about the 2011 Sienna.  Thank you.

6/15/09

Herb,

Today, my wife and I bought a 2010 Prius from your Toyota of Auburn dealership. We would like to take this opportunity to thank you and your staff for making this one of the best experiences we have had with an auto dealership. However, we would like to commend two of your employees specifically.

No doubt about it — the Prius is a HOT car and finding one is not an easy task. We had gotten to the point where we were fed up having contacted several dealers who basically said “we don’t have any, can’t get any, and we don’t know when more are coming in…sorry”. Frankly, we were put off by some of your competitors, whose attitude, in some ways, was: “We don’t really care about your business; these cars sell themselves.”

However, one more internet search this morning turned up several Prius at your Auburn dealership. We filled out the web form and, literally, within minutes we received email replies and a phone call from Amber Greene, a member of your internet sales staff. Amber provided us with a great attitude, lots of information and suggestions…and most of all, she communicated “we would like your business”.

In successive calls, all within an hour, she had located a ‘09 Prius that met our criteria, and we were on our way to your dealership to test drive an ‘08 (the only Prius on the lot!). Amber met us and introduced us to Wayne Brodsky, a member of your sales team, who did a great job explaining the car and taking us out in the ‘08. As it turns out that, there is a 2010 Prius on its way to your dealership that turned out to be a better fit for us — and we bought it! We closed the deal with Wayne around 12:30pm. I am sure that you are very happy that your 2010 Prius is now *our* 2010 Prius!

The bottom line is that Amber’s quick initial reply, follow-up, pleasant demeanor, and professionalism got us to your dealership that ultimately led to the sale. In our opinion, it is very important these days to recognize employees for doing a great job and Amber deserves a “Well Done!”

Thanks again to you and the entire staff in Auburn. We are looking forward to taking delivery of the 2010 Prius in 2-3 weeks.

Best regards,

Jim and Michele

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.