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,

December 31, 2009

I wanted to let you know what a fantastic experience we have had
the past two days leasing a new car at your Lexus dealership. Our Sales
Consultant was Spero Coston and to say he went above and beyond would be an
understatement. He made our experience extremely enjoyable, comfortable and
exciting. Working with Erik Coggins for the financing was also a joy. Thank
you for putting together such a fantastic dealership with a truly
spectacular staff!

Sincerely,

Greg

December 11, 2009

Herb:

I wanted to pass along my thanks for a quality car buying experience at your
Lexus dealership in Sharon……this is now the second car I’ve purchased at
this location, and my 3rd Lexus that I own.

Frank Cardinale is my service consultant that helps me on a regular
basis….excellent service relationship w/ Frank and your dealership.

Frank put me in touch w/ your sales folks upstairs…..one of the sales
managers (sorry name escapes me) then turned my over to Tim Mullin.

What a nice, bright young sales consultant that saw to ever detail
(including valet service to bring the car to me) for me to purchase a 2007
Lexus 460L.

Thank you for running such a quality operation and having folks represent
you that do the right thing.

Sincerely,

Bob

December 7, 2009

Dear Mr. Chambers,
I recently bought a preowned Lexus at your dealership in Sharon. I just
wanted to let you know what a delightful experience it was! Dave Richman was
our sales person. He was very patient with us…. he spent many hours taking
us on test drives, and answering all our questions. We did not buy a car on
our first visit. There was no pressure.
When we returned (a few months later!) He remembered us, and he was just as
patient with us. During our visits, everyone who worked there was most
welcoming and cordial. When we finally decided on our car, everything went
quite smoothly. Dave went over everything with us, as did the young man in
the finance department.
When we picked up the car, it was perfect. Dave took even more time going
over all the “tricks” of the car. I can honestly say that I love driving my
Lexus!
I’ve bought a few cars in my life time, and this was the first time I
thoroughly enjoyed the experience! Your dealership in Sharon is one to be
very proud of! I thought you should know!
Sincerely,
Maureen

11/17/09

To Mr. Herb Chambers,

I was going to write a long hand written letter and leave it for you at the
dealership but this seems even easier. I wanted to write a completely
personal letter regarding my experiences at this dealership.
I have held a number of positions in my life where customer service is vital
and in a world where advertising one’s business as custonmer service
friendly, it is rare to find a place where reality far surpasses promises.
That is the case with your dealership. It is an absolutely extraordinary
business where you literally are made to feel that each person working
there, whether they are dealing directly with you or just passing you in the
lobby, care a great deal about you and it all feels totally sincere.
Our actual experience with your dealership started at its previous location.
We had purchased a pre owned Lexus in 2001 from a very bad dealership in the
Worcester area but living in Weymouth, we used your Norwood place for
service and were fortunate to have Rich McMillan back then. AFter many
years, I ended up buying a pre owned Lexus at your Sharon dealership and
Rich was instrumental in a very personal way this past week.
There are actually 3 people I wanted to single out in this letter; Joe Bere
who sold me my vehicle, Ronnie Travers who has been an absolute angel to
deal with in service, and Rick Mcmillan who helped me in making some
difficult decisions.
My wife is mentally disabled and Joe became aware of this last year when he
sold me my RX 330.  This is only relevant because we brought her older
vehicle in for repairs and found that it was possibly going to cost us more
than we could afford to repair it. Without even being asked, Joe called me
the next day trying to find any way to put together a deal to help us buy a
newer car. Although he did not realize how attached to her previous car she
was, it was a great gesture.
Ronnie is just an amazing serviceperson and an amazing woman. Her caring
ways and love of animals created a very specific bond as she worked to help
me with the car stuff. Someone starts out as just a person you deal with for
a car and by the time you are finished, you have an honest friend as well.
She worked so hard with the service dept to get my wife’s car safe and at a
cost we could afford. Due to Patty’s disability, this was a HUGE thing for
us. Even my wife joined me to pick up the car and thank Ronnie personally.
Rick was very helpful all the way through in looking for ways to make the
repairs the right ones for us at the best cost. All of these people together
are amazing.

PS: Evn the attitude of the people behind the food counter as well as the
casheres adds to the whole atmosphere of warmth and caring.
Sincerely,

Richard

10/30/09

 i was suprised the way i was treated i want to look at a car was not dressed to nice but i was treated with a lot of respect i had a very pleasent time going there i would recomend anyone to go buy a car there they were 4 people that help me from the start they were all very nice starting at the phone till dilivery time i remember 3 names rocco,erick,patty .Q one more that i dont remember but he was also very nice. when i first walked in ur dealership me and my wife looked at each other and said we dont belong here looked way out of our league but they didnt care and still gave us respect thats how all dealerships should be we work very hard to earn what we have and it feels good when u spend it people apriciat it just wanna say thank u for your great service

-dionicio

8/3/09

As a Lexus customer I wanted to let you know that my experiences at
the dealership in Sharon have always been terrific . The service is great!

I just got my car back today after it had been in a few days for service and
repair. Frank Cardinale, who I always deal with in the service department,
was exceptionally helpful and accommodating. I appreciate his extra effort
and his attention to detail. He makes everything go seamlessly.

It’s days like today that I feel fortunate to have bought my car from your
dealership. You make time spent servicing one’s car as painless as possible.

Thank You,

Carol

I recently had some recall service performed on my Lexus. Service was preformed very well. But i wanted to let you know about the “extra mile” service provided by RJ Graf, the Parts Manager at Lexus of Sharon. Dropping off my loaner car, i picked up my own car but left my briefcase in the loaner. By the time i realized this, it was after closing (6:10pm friday) and i had important things in my briefcase i need the next morning. After several paniced calls and getting only the answering machine, i finally called the direct line to parts and luckily got hold of RJ Graf. RJ was extremely nice, immediately located my brief case in the loaner car, called me back and offered to drop it off at my house. I met him 10 mnutes later at a location convenient to both of us, and got my briefcase. Thanks to RJ. Great guy! He even gave me a restaurant tip that was excellent!

Brad

¬¬¬¬¬¬¬¬¬¬¬2/26/09

Just wanted to say thank you for helping to resolve this matter.  We received the check yesterday. 
It is good to know that there is a place a customer can go to with any concerns.

______________________________________________________________________

2/19/09

My husband and I purchased a 2009 Lexus IS 250 on 12-29-08 and picked it up on Jan 10th.  We originally signed up for the tire warranty that was offered for 495.00.  Subsequently, I changed my mind about the tire warranty and called the finance person before I took delivery of the car and told him that.  When I picked up the car on Jan 10th I signed some paperwork and he told me that I would have the refund back within 7-10 days for the 495.00 (we had paid for everything by check).  Since then I have made 3 phone calls and my husband even visited the dealership in person on Feb 14 and was told someone would look into it.  No one has gotten back to us and there has been no check in the mail.  At one point Rob Morris said he would get the check out on 2-9 by fed express and we would have by 2-10.  I told him regular mail would be better for us figuring he could mail it 2-9, but still nothing.   Can someone please look into this for me and get back to me?   Quite frankly I didnt expect the lack of customer service from Herb Chambers Lexus that we have experienced.

I just want to thank you for getting me a great deal on the 08 Lexus LS460 (green). You made things happen and Michael Fahn and Sam Prusak were extreamly professional. I will not forget my experience at your new Sharon Dealership (the best). I am pleased to tell my friends of my good fortune and the wonderful people and attention at Lexus of Sharon.  Thank you Herb and company.

11/6/08

My family has been a customer of Lexus of Norwood since the first Lexus rolled out in the early 90’s.  We absolutely love the new dealership you have built in Sharon.  It’s an amazing facility, and the location is very convenient for RI Customer.

I‘m in the market for a 2009 M3 sedan.  What made me think of your BMW dealership is I am an admirer of your Ferrari Daytona that you had rescued and restored.  I enjoyed watching a recent television show that featured you finding one of your dream cars and then restoring it.  I think your passion for cars and your good business practices are what separate you from the rest of the people in the car business.

I recall a few years back, my father became displeased with a deal he had worked out on a Lexus SC with a sales associate.  Apparently news had gotten back to you and you had personally called him.  That phone call alone made him believe in your dealership enough that he resolved his issue, and purchased the car from you.  The rest is history.  Based on my parents over 15 years of loyalty to your Lexus dealership, I have decided to shop to find the BMW of my dreams at your dealership.  Since I love to drive manual transmissions, Lexus isn’t an option.  BMW is my passion.

You’re an icon; I hope you continue to pursue your passion for automotive excellence.

Sincerely,

Joseph