Dear Mr.Chambers – my fiance and I really have to commend the staff at the Chrysler Jeep Dodge dealership in Danvers.  I have been rather picky in my search for my ‘dream’ Jeep Wrangler, and Jim and his staff really went above and beyond.  Jim himself called many dealers, outside of Massachusetts, to ensure that he could find my car.  He kept us in the loop when things didn’t go quite as fast as he knew we were hoping for.  I enjoyed working with Anabelle (sales) and Josh (financing) – they took an intimidating experience and made it easy, with a real honest friendliness.  My fiance and I felt very comfortable working with them, and the price was perfect for what we all went through.  A real positive experience, and I will be happy to return for keeping my Wrangler looking and working as new. 
Sincerely, Debby and Frank

Earlier today, I sent an e-mail regarding a bill regarding some
service that I had done on my Jeep earlier this week.  I was very irate and
felt that I had been wrongfully charged for some work that I had done twice.
Jeff Albert (general manager) called me after work today and he agreed that
bill I received for $196.02 was marginal at best given the circumstances of
the work I had done.  I was impressed that this was handled in such a prompt
and courteous manner and was extremly pleased with the result.  Jeff was
cordial and diffused a potentially ugly situation in a manner that was
acceptable to both of us.
He agreed to refund the $196.02 for which I was grateful.  Once I receive
the money, I will consider the issue closed.
I’d like to commend Jeff on his handling of the situation and for seeing my
point-of-view.  Sometimes things are not as black and white as they seem and
Jeff took this into consideration. 
Thank you
Paul

Mr. Chambers,

I’ve written many times regarding a recent purchase of a used minivan and a few problems I’ve had with it. Thanks to you and your staff all those problems were addressed and corrected. Per my last communication, I still had “doubts” with the van. I did in fact follow up with Jeff Albert at your Millbury location. He had Dan assist me with a 2005 Jeep I had my eye on (all the while they took the van in to inspect for me per my request to ease my mind). Long story short, I took delivery of the ‘05 Jeep Grand Cherokee 12/29/08 and have loved it every moment. I want to mention everyone I encountered at this location… Dan my sales associate, Jeff Albert, Steve the used car manager, Ken in service right down to who ever was the one that cleaned the Jeep for delivery.
I have to admit I was leary about buying through another one of your stores but they all restored my faith! I can’t express enough how well I was treated and the effort everyone took to ensure I was happy and satisfied with what ever it was I drove. I’m not one who usually has my vehicles serviced at the dealership but this one will only see the Millbury service bay! Thank you to all at Millbury Chrysler/Jeep/Dodge for putting my mind at ease and into a vehicle I feel safe in again.

Mr. Chambers,

I wanted to follow up regarding the issue I had with my Town & Country in that the steering rack had failed and caused a major safety concern. Both your Millbury Chrysler location and Ford of Westborough we’re able to correct the problem timely. They came to me, dropped off a loaner car and returned to my location when the work was complete. I want to extend a special thank you to Mr. Jeff Albert, General Manager of the Millbury Chrysler location for taking the time to reach out to me to ensure the work would be complete and accurate (even though it was Westborough fixing it). I expressed my concern with non “Chrysler tech’s” completing a major repair. He advised if I was still concerned to bring the vehicle to him and he’ll have the tech there inspect it with me present. He also mentioned if I was still not happy he would assist me with trading out and into something I felt safe in….. needles to say, I still have the thought of something happening so I am planning on looking into a 2005 Jeep Grand Cherokee he has in stock. I trust based on the level of courtesy I have already received from them it will be a smooth transaction. Thank you as well for your “check’s and balances” to ensure customer satisfaction on all levels from the start of the purchase all the way down to service and providing to your us, your customers.

Happy Holiday’s to you and your entire staff.

Bill

I called our customer today with an alternative solution to his tire situation and he was very happy with my suggested solution.  He is setting up an appointment with service to have his new tires put on his car this week.  He was very gracious and thanked me for my help.

Jeff Albert
General Manager
Herb Chambers Chrysler Jeep Dodge of Millbury

________________________________________________________________

12/2/08

I purchased a 2005 jeep grand cherokee just over a year agofrom your dealer in Milbury. My jeep is great and It is my second one. I brought it in for an inspection sticker in october and was told that it failed and that i nedded new tires. I was very upset that after just under one year i needed new tires! I am still driving with the rejection sticker becouse I just cant afford to spend 8 to $900 on new tires. I sent two seperate emails to the dealership about a month apart to complain and never even got a response not even an apology. I am more than likely going to take my service to imperial jeep in Mendon for service now even though I liked your service dep. and the guys that worked on my Jeep. Hope this helps you to keep it from happening to other customers in the future

Dear Mr. Chambers,

I just wanted to commend you and the staff at Herb Chambers Chrysler Jeep Dodge of Danvers on the outstanding customer service I received.  I brought my 2004 Jeep Grand Cherokee in for service related to a transmission problem, engine idle surge, and creaking/groaning noise in the steering column.

After calling several Jeep dealerships for an appointment, I chose your dealership because, when I called, my call was taken by a service advisor.  Call me old-fashioned, but I like to converse with someone who knows what I’m talking about before I bring my car in for service.  It just makes me feel better and gives me confidence in the shop performing the repairs.  I don’t want voicemail nor do I want an appointment secretary.  When that happens, I go elsewhere.

The next pleasant surprise was experienced upon picking up the car and finding that it had been washed and vacuumed!  I have never experienced this at any auto dealership.  I’m very meticulous about the cleanliness of my car, but my wheels haven’t been this clean since the car was new!  I cannot tell you how disheartening it has been to spend upwards of $700, sometimes even $1,000-$2,000 at a dealership then pick up my car and it’s dirty.  As a customer, it makes me feel like they don’t value my business.  I’ve driven away thinking “would it have killed them to give it a quick wash after all the money I just spent there”?  Obviously, your dealerships go the extra distance by providing this free service, which tells me that you value your customers.  It might seem trivial to others, and a nuisance to the dealers, but to me as a customer this is huge!!!

I wish to compliment you, and to single out Dave Wilson and Michele Jensen.  The professionalism, courtesy and attention to customer service displayed by them has been outstanding to say the least!  Even the technician who performed the repairs, Bob, was most professional when he and I went for a test drive together.  He very clearly explained the issues and answered all of my questions.

In summary, the key elements I look for are: 1) a human being answering my call; 2) prompt, courteous, and professional service; 3) feeling like I’m valued as a customer.  Herb Chambers hits them all – what a refreshing change!

Thank you and best regards,
Susan

I had to take a moment to let you know about my recent experience with your service department and deleasrship in general. You have a great operation. As a women I have in the past dealt with sales people and especially service departments that have dealt with me in a condescending manner because of my gender and assumed lask of knowledge of cars. This has always made me anxious when buying a new car and making my husband take my vehicle in for service to avoid my getting angry at this treatment. It is so refreshing to find a dealership that does not treat me that way. The sales person understood that the car I was buying was mine and he dealt with me making sure I was satisfied even though I had my husband in tow.  I recently took my vehicle in for service and was treated exactly the same. the Service folks were respectful, answered questions and did not treat me as if I were ignorant. I had to say Thank You and though I may not buy another Jeep vehicle I will certainly buy again from a Herb Chambers dealership.

I hear so many complains from people all the time about, not just Herb Chambers but every dealer. People take their time to complain when something goes wrong like we they are perfect, right? Well, I’m emailing not to complain, instead I’m letting you know what a great job the service dept from the Millbury location do. Sam, the guy behind the counter, has one of the most amazing customer service I’ve seen. He’s always pleasant and willing to help. Although I keep having problems with the brakes (the car is still there) I don’t regret haven’t bought my car there and I will continue buying from them because so far, the service I get when there’s problems, it’s superb. Before I started buying cars from Herb chambers, I bought a car Ford from Millbury ford in Auburn. The people where nice until I signed the loan for the car. After I drove the car off their lot, they didn’t care anymore and once, when I brought the car for a minor repair, their service manager treated me like I was bothering him and tried to tell me it was my fault that the car had problems. He soon found out who I was and right after that, I traded my car just so I didn’t have to deal with them. Anyway. Good job guys. I appreciate it….Alberto