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,

Sunday, December 19, 2010

Dear Herb Chambers,

I just purchased a Mercedes E350 from your Mercedes-Benz dealership in Natick, and I wanted to let you
know that the salesperson, Al Corbett, did an exceptional job in working with me throughout the whole
process.  I found that he listened intently to my needs and concerns and worked patiently and thoroughly
with me to find me exactly the right car on my timetable.  He is very intelligent and knowledgeable about
your product line, and has an uncanny understanding of people.  Working with him to buy the car was a
smooth and pleasant experience, which made all the difference.  Al Corbett represents your business very
well.  You are fortunate to have him on your staff.

With all best wishes,

Elizabeth

Thursday, December 16, 2010

Herb:

I want to comment on the outstanding customer service that I received from Mark Hoch and your MB
dealership in Lynnfield this past week. They were very professional and I appreciate how quickly my
concern was addressed.
thanks

Ted

6/14/10

Herb,
  Just wanted to let you know my wife and I purchased a 2008 Mercedes CLK
350 CPO from Flagship Motorcars, Lynnfield this past week. The people there
were very accomodating and never pushy. They basically gave you all the info
you needed to know about the car, the dealership, and then let us decide if
that is what we wanted and whether we wanted to buy from them.
  My wife is very excited about her “new” car especially since it is a
model she fell in love with years ago and it has her initials ‘CLK’. You
also had the only Blue one in stock. Now if the weather would only warm up,
we could put the top down and enjoy it fully.

  Best regards,

Bill

April 4, 2010

Good evening Mr. Chambers, i feel the need to tell you about one of
your staff members. 6 mos ago i took delivery of a 2009 cl63, my
negotiations were with Jeff Davis and they went very well, he then passed me
off to Ian Bresett.  Ian was so helpful and aware of all of my needs and
expectations……..he meet or surpassed every one of them. Im sure your
aware of Ians value to your company, but i felt as he deserved the praise of
a very satisfied client.  He is working on another deal for me at this
moment and I am very confident they will all go as smoothly as the last one.
Thank you for your time as I am aware of how valuable it is.
D.H.

February 22, 2010

To FMW Service Department:

I cannot begin to explain the professionalism, care, and value that FMW has shown to me as a customer. And by all means, I am not an frequent MB buyer, I didn’t even buy my vehicle through Herb Chambers!  I will now though and here is why! 

I inherited a 2002 C230 Kompressor with extremely low miles along with some extremely expensive problems.  Both my father and myself have gotten our MB’s serviced here before and have had nothing short of a delightful experience.

Furthermore and specifically, Ken Black should be noted as a not-so-average service manager.  I have had MANY vehicles serviced at a number of different dealer owned service shops and no experience has come closely to FMW.  Ken has gone out of his way on MULTIPLE occassions to help me maintain my problematic vehicle.  He is driven to maintain customer satisfaction and from my research, many others share the same opionion.  FMW has a fair and honest service department that I would never hesitate to reccomend.

Sincerely,

Scott

Wellesley, MA

Please feel free to use this message in any advertising or internet posting, I approve it and stand by my word.  If you would this letter sent via US Mail please let me know to whomever and wherever you would like me to send and I will do so personally.

1/24/2010

Hi, I just wanted to acknowledge the prompt and professional service I received from Suzanne Daniels at MB Natick.  I had a few pricing and billing issues which she was able to immediately help me out with.  She stayed in constant contact and gave me updates on her communications with other departments and MBUSA corporate offices.  She definitely cared about getting my issues resolved quickly and to my satisfaction.  Thanks for a great experience.

Thursday, August 27, 2009

To Whom It May Concern:

I would be remiss if I didn’t herald the exceptional professionalism
exhibited by my service advisor, Dustin O’Brien. Dustin has distinguished
himself on numerous occasions. Most recently however despite a horrific
repair incident(occuring elsewhere), Dustin undertook this situation on my
behalf as if it were his own. He constantly kept me updated and reported
detailed and accurate information.
In light of his demeanor and interest, I always feel I couldn’t go elsewhere
as he has set an amazing standard for others to emulate. Kindly let him know
how much I appreciate all of his efforts on my behalf. Because of him, I
remain a loyal and satisfied customer and constantly recommend your service
to others.

Mark

2/20/09

Dear Mr. Chambers-

Thank you (and Brad) for your prompt action regarding this matter.  Quite honestly, it was above and beyond anything I expected.  At most, I was hoping for assistance from your dealership in getting this matter resolved.  Never in my wildest dreams did I expect your dealership to refund the money directly to me and seek reimbursement from Alexico – especially since, in my eyes, they are the party truly at fault here.

My one regret is that I did not contact the dealership sooner, though as I mentioned above, I did not feel they were the ones responsible for my ordeal.  Had I known they could achieve such quick results, I would not have hesitated!

Having purchased cars from several local large dealers in the metro Boston area, I can honestly say, you’ve provided the best service out of all of them, hands down.  Mercedes Benz of Natick is top notch in my opinion and many thanks to Brad for resolving this matter in such an expeditious fashion!!  You’ve certainly earned a customer here!

Many thanks,

Brandon

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2/17/09

 Hi,

I bought a new Mercedes from Mercedes Benz of Natick back in August 2008.  Shortly after my purchase, pursuant to the terms of the Agreements, I elected to cancel the Gap Insurance ($595) and Alexico Tire and Wheel Travel-Gard coverage ($499).  Again, per the terms of the Agreements, I sent notices to Mercedes Benz of Natick for the Gap Insurance and a notice direct to Alexico for the Travel Gard.  Both agreements provide up to 60 days for the money to be refunded.  After several follow-ups (primarily with Alexico), I have had absolutely no response from Alexico Corporation.  I have since filed formal complaints with the Better Business Bureau, the State of Kansas Attorney General’s office and the Massachusetts Insurance Department. 

 To date, although I have received confirmation that my complaints have been received by the above mentioned parties, I still have yet to hear anything from Alexico.

 Given that I purchased this “product” from your firm, you acted as the distributor and Alexico has failed to respond to my repeated requests for cancellation/refund, I am now writing direct to you in hopes that you can use your influence with Alexico to obtain my refund ASAP.

 For your reference, the agreement numbers involved are as follows:

TRAVEL GARD agreement#232637; GAP ADDENDUM agreement #2045287.  Purchase date of my vehicle was on 8/23/08.

 Overall, I’ve had a very positive experience with Herb Chambers and I’d hate to see my perception change due to the failure of one of your vendors to respond.  That said, however, I would expect Herb Chambers to select vendors more carefully to ensure customer satisfaction – I have experienced anything but with Alexico and will refuse to buy anything from them ever again!

 I would greatly appreciate it if someone could assist me in this matter and getting my money (and any applicable finance charges) refunded from Alexico.

 Kind regards,

Brandon

10/15/08

Hi Herb,

I received a call from Brad this morning and appreciate the prompt response…he resolved the issue to my satisfaction…and I look forward to continuing my relationship with your service department…

Thank you and the entire Mercedes Benz Natick team…

Hal

10/14/08

I talked with Hal this morning and it went very well. He wanted it to be constructive and I took it that way. We are going to detail his car on his next visit and we are sending him a gift card to Legal Seafoods. Even though he did not buy the car from us, I believe we will have a chance to sell him his next car. We have also changed the process on advising customers when their cars go to our Ashland body shop for repairs.

Brad Craig

Executive General Manager

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10/14/08

First, let me compliment the Green team in Natick…both Dustin and Aubrey provided great customer service with good follow-up and execution…I truly enjoyed working with both of them and because of their positive attitudes, I will continue to bring my car to them for service.

However, I do have a concern…when I picked up my car on Saturday, October 11, I noticed that there were 55 miles put on the car while it was being serviced…the reason I noticed was that my gas tank was on reserve (it was a little less than 1/4 full when I brought the car in)…I understand that it was driven to Ashland for service and some additional road-testing was done but 55 miles is unacceptable…and not being told that this had occurred is also very disconcerting…

I have reviewed this with Aubrey (his attitude and customer service are to be commended) and I am confident he will handle the situation appropriately…

Hal