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 23, 2009

Dear Mr Chambers:

I wanted to let you know that you are very lucky to have a great employee
like Nathan Haugh.  I had a problem with my C280 Mercedes…it was not easy
to understand the problem or to find the solution, but Nathan never gave up
on me…he would not let the car be returned until it was fixed…he kept me
updated during the process and called after the car was returned to make
sure everything was ok.  He is a great example of what customer service
should be…and I thought you should know.

Your customer,

Bob

11/17/09

Having just purchased my third{3rd] Mercedes, I must say that the whole sales adventure, was simple, rewarding and left me with a feeling of total satisfaction.
Not only am I a buyer and stockholder of Mercedes, but also many members of my family are too.
Having dealt with my salesman, Chip Mccarty, in the past, he again took my needs and wants into consideration in a very relaxed, professional manner.
Chip, being the great the salesman that he is, has known that my wife has stage4 lung cancer,and he has over the past year, made numerous courtesy calls to check on my wife’s condition. This factor alone, made me want to buy another Mercedes from you and the compassion that he has shown, deserves not only a pat on the back, but also some other type of recognition.
I will continue to buy my Mercedes{s} from you and also recommend to my friends to do so also.
Keep up with the excellent customer service, for it makes buying a car a novel experience.
Sincerely,
Rocco
P.S. Send a copy of this to Chip. Thanks

Mr. Chambers

I just wanted to take the time to let you know about one of your employees.
I recently purchased a M-Class at your Flagship Motorcars in Lynnfield
location. My sales person, Peter Zahoruiko was wonderful. This is the
third time that I have purchased a car from him and I can say that I will be
back again. I enjoy dealing with Peter because of his professionalism and
the fact that I never ever feel pressured. Peter knew what type of car I
was looking for and he made sure that is what I got. I can say that I am
very happy with my recent purchase. I think that Peter is an asset to your
business and that you are very fortunate to have such a great sales person
working for you.

Bethany

6/16/09

Dear Mr. Chambers,

I am sure you receive more constructive criticism than praise from this interface, but I am writing to compliment the great service I have received multiple times from Dustin O’Brien at your Mercedes dealership in Natick. Dustin has gone out of his way to return our GL-550 to our home when we were away. He has fixed both minor and major warranty work for the same car rapidly so we could get our car back for a car-pool or sporting event where we needed our larger car. He even fixed a small issue with my E-350 on the spot without making me come in under an appointment. I cannot tell you how much I appreciate this kind of service. It really does stand head and shoulders above the other dealerships I have dealt with in the past. Dustin has done right by me every time and I just wanted you to know about it.

Sincerely,

Tony

5/29/09

Dear Mr. Chambers,

Last month I bought a new Mercedes from Flagship Motorcars of Lynnfield. It was a terrific experience and I thought I would share my story with you.

I leased a E350 in 2006 from Flagship Motors and it was mostly a customer service disappointment ? a classic case of over-promising and under-delivering ? that I had no interest in continuing a relationship with the dealership. In fact, I had my car serviced at another Mercedes dealership for three years. Well, my lease was coming to an end this summer and I called the other dealership to discuss options with the car. They never returned the call. So I decided to give Flagship Motors another try. That is when I met Alan Stummer and Jamie Middleton. They were great and turned around the entire experience at the dealership. The customer service was EXCELLENT and the whole experience was so extremely hassle-free. It was the kind of service one expects buying a luxury vehicle and reflected very positively on the dealership and Mercedes Benz. Alan and Jamie really listened to my concerns/needs and found the vehicle that was right for me. They went the extra steps to locate the perfect car and then personally deliver it to my office in downtown Boston. It was such a pleasant, enjoyable experience and real stand-out to the customer service that one usually receives.

I am sure that you have many fabulous sales people working in your organization but Alan and Jamie are truly exceptional in their roles.

Sincerely,

Ruth

Hi, I wanted to communicate the positive experience I had at Mercedes-Benz of Natick.  I recently bought a car there and the sales associates who served me – Lenny, Jay, and Matt – were all friendly, honest, and great to work with.  The negotiation process was extremely easy and comfortable and they went the extra mile to ensure that I got everything I wanted out of my new Mercedes.  Their professionalism and committment to customer service should be commended

Patrick

 Dear Mr. Chambers:

I just wanted to share with you the wonderful experience I hade in purchasing my previously owned 2005 E500 Mercedes Benz from Emilio Locilento in your Danvers location.  Emilio went above and beyond to accommodate me.  I originally saw the car listed on your website and it was in your Burlington location.  Emilio made sure that the car was brought to me at the Danvers location so I could test drive it.  Needless to say I purchased the car without hesitation.  In all the years that I have purchased cars (and I have purchased quite a few) I have never had such an easy and stress free experience.  Emilio treated my like a member of his family and for that I am truly grateful.  You need more people like Emilio Locilento to be on your team!
Sincerely,
Sebastiano

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