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,

August 20, 2010

Hi Herb,
 I just wanted to commend you on the fantastic staff at your Lexus dealer in
Sharon,ma.Every time I bring my Lexus up there, The gentlemen who greet us
are so polite and helpful. In particular,a young man named Mark, always is
ready to say hello and provide the right person to help us. Even if he’s not
taking care of us,he checks to make sure we’re getting great
service.Congratulations Herb, you run a top – notch business.
Sincerely,
Marsha

July 18, 2010

Below is a copy of an email I sent to Mr. Dan Negalha, Service
Manager, Herb Chambers Lexus. It is to recognize an outstanding member of
the Herb Chambers’ staff.

Dan,

I would like to take this opportunity to acknowledge a member of your staff.
Ms. Tina D’Erocle. 

For the last couple days I have been hearing a noise from the left front
side of my GS350. Not sure if it is brakes, suspension or transmission, it
definitely was metal on metal and the sound was intermittent at first and
this past Saturday while driving home from the cape the noise grew
dramatically in intensity and frequency.

I called your service department at about 4:42 while my wife and I were
heading back home to NH. We were northbound on 495 and initially I spoke
with a women, I believe it may have been Michelle. She informed me that the
service department closed at 5PM. I told her that I would try and make it by
5 but I might be a little late probably 5:15. Michelle told me that I needed
to be there by 5.

I had to call a second time to plead for someone to stay. I live in NH and
this Lexus was in desperate need of repair. On the second call I asked to
speak with someone else, a manager anyone that could understand our plight.

I was connected with Tina and what a relief, she provided the service that
Herb Chamber’s himself would be very proud of.  Tina offered to have the car
towed in if we felt unsafe driving it and she would wait for us. I thought
the car could make it. We did drive it into the service bay around 5:15.
Tina and Mark were there to assist. What a pleasure, Mark helped transfer
our luggage to another vehicle, Tina processed the required paperwork and we
were on our way by 5:45.

It is the outstanding service and going the extra mile by staff like Tina
that will bring me back to purchase again through a Herb Chambers
dealership.

I can not Thank Tina enough for her outstanding cooperation and assistance;
Tina is definitely an asset to your dealership.

I nominate Tina for employee of the year.

Tina thanks again and best regards,
Tim and Maureen

3/5/09

 Mr. Chambers,

I wanted to say thank you for your quality of care.  Your quick response to my issue with being refunded for the warranty that I did not agree to was remarkable. I was contacted by Mark Goldstein, the Manager of the Saturn of Warwick to confirm that my situation was being handled, which it was, by Debra Gleavy.  She explained that there is an in house way of handling these requests, and that was the reason for the delay.  In cases such as mine however, I do not believe that policy should apply, and she agreed.  Her professionalism with the handling of my issue was nothing short of impressive. She was considerate and promptly sent out the payment.  I am now able to refinance and save over 5,000.00 on my car loan, which is a significant difference.  Thank you once again.  I love my Mercedes, and am confident once again that Herb Chambers is a name you can trust!

Kind Regards,

Tracy

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2/25/09

Hello,

I purchased a 2006 Mercedes ML350 on the 29th of December 08.  The car is beautiful with low mileage and was a fair “Smart Price”.  The sales dept was great, very kind and helpful.  However, the financing dept is awful and I feel like I am not being taken seriously and am very annoyed. 

First, I was told my credit score was not favorable (around 650) and was given a finance rate of 11.44%.  I was told to try and refinance after about a year 1/2 to try to get a better rate.  This threw me because I had good credit in the past but I thought I had no reason to not believe the financing MANAGER. This was my first mistake!

I decided to run my own credit report at home and found out from the three leading credit companies that my lowest score was 710. I contacted the dealership and was told to keep the higher percent because it would be good for my credit??  I HAVE GOOD CREDIT! I began to look to refinance my vehicle and got a better rate of 7.15% (because it is a refinance).  I contacted the MANAGER of the finance department and he said this was not a big difference.  The difference is 58.53 dollars a month, why should I pay extra?  I am sure he would not. 

  My next disappointment was when I realized that there was an extended warranty added to my contract without my agreement in the amount of $2,922.00.  Unfortunately I did not realize this until reviewing my paperwork the next day.  I contacted the manager and told him since I did not agree to this extended warranty that I would like to be refunded.  He agreed, but since has given us nothing but a run – around.  I decided to contact Wachovia myself to see what the refund problem is.  I was told that there was no problem and all the dealership had to do was go online and cancel the contract and the refund would go through.   A few days ago I received a letter of confirmation that the warranty was cancelled from Wachovia and the request was not submitted right away when I had asked ( Dec 30th)but submitted in February.  They were very prompt with the cancellation and refund, not 30 or 90 + days as I am continually told.

  I called my lien holder and sure enough the money had not been refunded.  I then called Wachovia and was told the dealership was refunded 100% on Feb 14th.  I called the MANAGER of the financing department at the Saturn of Warwick and he told me that he did not have the same information. I asked him to check and was told he would contact me the next day.  Every time I talk to him he says “wait 30 days” and now its” it may take 90 days”.   It has already been done??  Also, I asked him on the 30th of December to cancel this warranty so why did he wait over a Month?  This means that the whole time prior to the February cancellation he was lying to me.  Poor, poor customer service.  He wrongfully added this warranty and I have to be treated like this? 

I am also disappointed in the fact that I was given a horrible and dishonest credit score and financing % am being charged 11.44% on a loan of an incorrect amount and that I am not being credited for a warranty that has been cancelled. I never agreed to this warranty and am not being helped.  Regarding the percent I was given I was told he had to contact so many banks to even get a loan for me with that score.  I received two denials, one said I did not have a sufficient down payment and the other was Citizens bank which is a hard bank to get a loan from.  I was never suggested any information such as put more money down to get a better rate.  No helpful information was given and I was dumbfounded by the news of my bad credit and did not think to ask.

This is not fair, and I thought I was dealing with a reputable dealership.  It is unfortunate; you would think you would receive great service at any time from such a dealership, never mind in a tough economy where word of mouth can be helpful as well as detrimental.

 The money has been refunded to your dealership and I would like it credited to my account so I can refinance to a more applicable percentage rate. 

Please advise –

Tracy

12/28/08

I just wanted to drop a quick note to acknowledge your employee Mark for outstanding customer service.   I can’t think of his last name but I’m sure you can look it up since he just sold me a Smart car =)

Mark just called to wish me a happy birthday!  I’m not sure if thats a company standard or just something he decided to do, but either way it is just another example of personal touches I have noticed and appreciated.  Overall my purchase experience has far exceeded my expectations, Mark is polite, friendly and genuine.  It is refreshing to see customer service is alive and well here in the USA.

Having worked customer service field for nearly 20 years I know the value of acknowledging excellent service, so please do not take this lightly.  Let Mark (and his Boss) know what an outstanding job he is doing.

Thanks to Mark I have and will continue to recommend your company to anyone who will listen.

Sincerely,

Victor

This is to thank Mark and his staff in the Mini service department. At no time when I nor my wife, who both own (happily) mini’s have Mark or anyone in the service department made us feel as if they were too busy. Although it seems that they are always running around, he and his staff bend over backwards for me and my wife whenever we are in there. I wish this could be said of everywhere we have business, but he and his staff make it no chore to get the cars serviced. Thank you to all in the Mini Service Department.