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,

8/14/09

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

01/05/09

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

12/8/08

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

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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

10/28/08

Hi Jeff,

I appreciate your offer. I remember dealing with you and remember you being a nice guy. Please don’t misunderstand my intentions. My intention was just to describe my experience w/ the company and how it wasn’t a great one. Since you are trying to really make the situation right, I have no choice but to go back and add to my comments. I also am sooo glad to hear that the salesman and “arrogant” sales manager are no longer with your company. Good move on your part. This just goes to show you that good customer service will get you far-we will definately now keep HC of Millbury in mind for our next vehicle.

Have a Good Night,

Steve & Jocelyn

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10/28/08

Dear Steve & Jocelyn,

Thank you for your feedback regarding your purchase. I have tried to reach you by phone and have been unsuccessful.

I am familiar with your negative delivery experience last December. I was appalled when this happened and I still use this

delivery as an example of how “not to do it,” as I expressed to you when we spoke last year.

Both the sales person involved and the sales manager are no longer employed here.

Customer satisfaction is the most important thing to us and we strive for excellence.

Once again, I apologize for our shortcomings last year and would like an opportunity to show you our better side.

Please accept as an appreciation of your patronage from me a complete interior and exterior detail of your vehicle as well as the full tank of

gas that you should have received from us upon purchase. Call me at your earliest convenience to schedule this service.

Sincerely,

Jeff Albert

General Manager

Herb Chambers Chrysler Jeep Dodge

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10/27/08

I’m so glad that I was emailed this new page for customer complaints. I bought a used Dodge Caravan from HC in December of 07′. I don’t understand the certification process because after I bought my van, it needed 4 brand new tires and an alignment. That’s not my complaint: when the salesman delivered it, he delivered it on what turned out to be the worst snowstorm of that year. He knocked on my door, handed my husband the keys, and proceeded to tell us that our new van was stuck at the bottom of our street and we had to go get it ourselves. My husband Steven was gone for 4 hours in the snow that night. Not only did my van need work, was abandoned down the hill of my street, but to top it off, the gas tank was on E and the gas light was on. Needless to say, this experience was a nightmare. I did fill out a customer surver form telling this story, but funny thing, never heard a word back.