¬¬¬¬¬¬¬¬¬¬1/22/09
I just want you to know that Tom and his team did a FABULOUS job!
After I wrote this email, I called your office to follow up on the email and Nicole suggested that I contact Tom. I did exactly that and he responded immediately, professionally, and with a real goal of resolution.
After one day of my first discussion with Tom, we drove away with another car from Herb Chambers of Westborough and a very positive experience with the team there.
Job well done across the board! Thanks again Tom. You are a pleasure to work with and Greg and Norman were a delight to work with in helping us find a car. As a sales professional, I truly respect great customer service and salesmanship. You’ve got a winning combo there in Westborough. My husband and I both noticed and admired it as much as we are admiring the Hyundai.
I will continue to recommend your business to anyone I know seeking a car. Thank you for a great customer experience.
Heather
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1/19/09
Dear Herb -
I’m escalating a situation to your attention as a dedicated Honda consumer.
We have two Honda’s – one leased 2008 Pilot and one owned 2005 Civic. We got both at HC Westborough.
Over the past 6 weeks, the Civic has been emitting some kind of noxious fume (occurs only when the engine is running.) It resulted in my husband going to the emergency room with a number of symptoms including nausea, numbness, faint, etc. The ruled out carbon monoxide poisoining, but could not determine the source.
My husband continues to experience intermittent symptoms and I have also one-time suffered this after a short trip as has one other passenger on a four hour trip with him.
We’ve taken it into Westborough 4 times to determine what the problem is. Despite dedicated and good effort by the team there, it remains unresolved. They have not been able to replicate the problem. I just learned from the corporate office that a Honda Field REp would be the next step so I’ve left a message with Rich to set this up.
At this point, we need to speed up the work. If we DO have to get another car, I would like to work with someone that handles sales and service so that we can somehow negotiate a solution that recognizes the frustration and problem that this car has caused. I also think Honda would seek to be aware of this problem for their own manufacturing process.
Please advise. I do want to stress that the team has been very professional and helpful, but now I think we are all at an impass.
Thank You – Heather
