Dear Mr. Chambers,
  At the beginning, I shall like to commend the quality of attention and
service that I have received at this dealership. I had come in looking for a
3 year old Corolla and walked out with a brand new Prius! All this thanks to
the capability of the people that I interacted with who convinced me of the
technical superiority of the Prius and also the financial wisdom in going in
for a lease and then buying the car back.

  In particluar I shall like to bring to your attention the following
persons.
1.) Mr. Biola Balogun: He is as passionate about his products as anyone can
be. All it took was for him to take my wife out for a test drive in the new
Prius and she was sold. Literally! We had seen the Honda Accord before but
after he explained the computerised controls of the vehicle to us, there was
no question that we were going in for a Prius. Furthermore, in light of the
recent negative publicity for Toyota, we were wary. But Mr. Balogun
displayed no such defensive attitude and instead displayed a faith in his
products superiority. We will certainly remain friends even though my sales
transaction is complete and I will be seeing more of the service managers
that I shall see him.
2.) Mr. Chris Wong: He is indeed a polite gentleman and very accomodating. I
tend to be a hard bargainer and Mr. Wong managed to find a deal that I felt
was value for money. He kept smiling even when I told him that I would take
delivery only a few days later. I find that he maintains a very good team
atmosphere and is very approachable.

3.) Mr. Patrick Allonso: I was struck by his swiftness and mastery over the
financial details that can be befuddling even for experienced buyers like
me. Pat is indeed very consumer service oriented and I am saying this for
two specific reasons. One is that we wanted a very specific number on our
licence plate since we believe in numerology. It tends to get complicated
but Pat kept following up wiht me and my wife till he had a number that
satisfied our wishes. Furthermore, in the excitement of buying the car, I
had forgotten to buy Gap Insurance. Pat accomodated me about 5 days later
and got the paperwork re-done so that I could have gap insurance. I came
down a little heavily on hi for this one but he maintained his polite
attitude.

4.) Last but no least, Mr. Nate Piasta: Nate does not know this but I have
called your dealership twice with very small queries that maybe be trifle.
As accomplished as he is, he had the courtesy and patience to explain even
these minor matters to me on the phone. Furthermore, today he re-did my
paperwork for the gap insurance and I had a very pleasant interaction with
him. There was a financial detail that took 4 explanation attempts for him
to get thru to me and he remained ever patient.

  On the whole, I am extremely happy with the experience here. Being a BMW
Herb Chambers customer, I tend to compare between the two and find that
customers here too get to feel like they are buying the very best cars in
the world.

Best Regards,

Chandrika

Thanks for your help

I want to acknowledge the exellent salesman Biola Balogun. for his
dedication to his work . He help me choose the car that was perfect for me,
I liked a Corolla but did not fit comfortable in it, I ‘m a tall guy. He
show me different options and finally came up with a Scion Xb which I ‘m
really happy to own. He also had very great patience as he get the exact
color (white)with all the options I wanted. I just move to Massachusetts,
and feel very happy about my new car. Also have to mention Christopher Wang
and Nate Piasta for helping me with finance excellent job over all !!!
Thanks
Carlos

I am writing to commend to you your staff at HC Toyota of Boston, in particular Timothy Renaldi and James Pope, as well as Nate Piasta.

We purchased our 2006 Hylander Hybrid in February of 06.  We accepted Nate’s recommendation that we Simonize the car inside and out.  Within a few months, it became clear that there was something very wrong with the ability of the upholstery to handle exposure to water.  The least little wetness turned into an enduring and unsightly spot.

I brought this matter to the attention of the service department on numerous and successive occasions.  At one point, we even involved the representative from Toyota, who made it clear he did not think it was a manufacturing problem.  Each time, the interior was professionally cleaned without cost to us; it looked fine when we drove it out of the service garage, but just as bad as ever within a few weeks of use.  Ultimately, Nate involved the Simonizing contractor in reviewing the situation, but their re-treatment of the seats did not improve the situation.

Finally, we wrote a letter to Nate recapping the efforts made to remediate the problem, and asked, once and for all, that the dealership take steps to solve this unacceptable situation.

Within a week, Nate had forwarded our letter to the manager of the dealership, Tim Renaldi, and Tim had contacted me (Dakota) to come in for a review of the situation.  That day, Tim involved the service department manager and a local interiors contractor to discuss options with me present.  Within a day or two, Tim had reviewed the cost of various options, and presented his offer to me of recovering our seats with leather upholstery.  We volunteered to pay for the heaters that would make the seats more comfortable in winter months.

Tim had me coordinate my service call directly with the service manager, and a rental car was graciously provided so that I wouldn’t have to be without my vehicle during the reupholstering.  The car was returned to us in sparkling condition, having been cleaned inside and out.

I can’t tell you what a pleasure it has been this week to get into and drive our Toyota. After over 2 years of disenchantment, frustration, and distaste over getting into the vehicle, we both have a completely different experience, and are grateful to your team for working with us so professionally and generously to resolve this situation.  It would have been nice to have resolved the problem sooner, but we are very glad to have reached this resolution.

Thank you for running an operation that focuses so directly and consistently on customer satisfaction.  It’s clear your staff at Toyota Boston understand this corporate commitment, and we will continue to bring our business to you because of it.

Sincerely,
Dakota & Chris