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,

October 14, 2009

Dear Herb,

I wanted to write to recognize an outstanding dealership and two outstanding
employees : James K. Pope, Manager of Service and Mike Yokum, Master
Technician. I purchased a used Toyota Avalon 30 days ago for my wife and
while driving myself, noticed a small ticking as I turned the steering
wheel. In researching the condition on the web, I found that there was a
recall on certain vehicles (VIN-based) for steering column replacement and
also learned of 2 other recall situations for air bags and floor mats and
one non-recall situation concerning a potential oil leak (this oil leak
could cause catastrophic damage if it occurred on the highway).  I provided
this information to James Pope on my visit to Herb Chambers. James had the
car tested and then told me that all four issues would be attended to at “no
cost”. James had Master Technician, Mike Yokum, do the work. James and Mike
performed a full replacement of all the concerned parts and/or recall
directives. I was also provided a loaner vehicle for the day. At 3 PM the
car was complete and all issues had been completed, again at no charge.

This was superlative service and I hope James and Mike will receive some
recognition for their professionalism. I am a present and future customer of
Herb Chambers.

Best Regards,
Dan

11/23/08

I am writing to commend to you your staff at HC Toyota of Boston, in particular Timothy Renaldi and James Pope, as well as Nate Piasta.

We purchased our 2006 Hylander Hybrid in February of 06.  We accepted Nate’s recommendation that we Simonize the car inside and out.  Within a few months, it became clear that there was something very wrong with the ability of the upholstery to handle exposure to water.  The least little wetness turned into an enduring and unsightly spot.

I brought this matter to the attention of the service department on numerous and successive occasions.  At one point, we even involved the representative from Toyota, who made it clear he did not think it was a manufacturing problem.  Each time, the interior was professionally cleaned without cost to us; it looked fine when we drove it out of the service garage, but just as bad as ever within a few weeks of use.  Ultimately, Nate involved the Simonizing contractor in reviewing the situation, but their re-treatment of the seats did not improve the situation.

Finally, we wrote a letter to Nate recapping the efforts made to remediate the problem, and asked, once and for all, that the dealership take steps to solve this unacceptable situation.

Within a week, Nate had forwarded our letter to the manager of the dealership, Tim Renaldi, and Tim had contacted me (Dakota) to come in for a review of the situation.  That day, Tim involved the service department manager and a local interiors contractor to discuss options with me present.  Within a day or two, Tim had reviewed the cost of various options, and presented his offer to me of recovering our seats with leather upholstery.  We volunteered to pay for the heaters that would make the seats more comfortable in winter months.

Tim had me coordinate my service call directly with the service manager, and a rental car was graciously provided so that I wouldn’t have to be without my vehicle during the reupholstering.  The car was returned to us in sparkling condition, having been cleaned inside and out.

I can’t tell you what a pleasure it has been this week to get into and drive our Toyota. After over 2 years of disenchantment, frustration, and distaste over getting into the vehicle, we both have a completely different experience, and are grateful to your team for working with us so professionally and generously to resolve this situation.  It would have been nice to have resolved the problem sooner, but we are very glad to have reached this resolution.

Thank you for running an operation that focuses so directly and consistently on customer satisfaction.  It’s clear your staff at Toyota Boston understand this corporate commitment, and we will continue to bring our business to you because of it.

Sincerely,
Dakota & Chris