Herb Cares » Paul

Ed, Westborough, MA

tracyc — Tue, 30 Dec 2008 20:58:47 +0000

My experience today at Ford of Westborough was the epitome of professionalism and service. Yesterday, I made a random call to service to inquire about having our recently purchased suv looked at. The front bumper was a bit loose at one corner (most likely a broken clip or bolt) I anticipated leaving it for a day or so. “Jeff” tells me to bring it in in the morning. Service was very busy, I waited about an hour, they corrected the problem, cleaned the vehicle and I was on my way. I couldnt believe it! Paul in sales, Josh in finance, and the service team. I really do appreciate this level of service. Well done!!

Neil, Dedham, MA

tracyc — Fri, 21 Nov 2008 17:58:06 +0000

11/21/08

Dear Herb,
I must tell you about the fantastic customer service I am in the midst of while I search for another car. Ken Blowers, Dave Elliott & Paul, at your Warwick location have been role models for great service, no-pressure, “can-do” attitude and a sincere interest in doing what is best for the customer. I don’t know if I’ll buy a car there, but I certainly feel compelled to do my best to purchase something from these gentlemen. I initially looked at cars at Dedham Auto Mall, but left feeling like I’d just been mugged in the slums. Then I went to your dealership and felt like a kid in a toy store.

Herb, I just want you to know how terrific my experience has been so far. Be proud and please be sure to let them know how great they are!
Sincerely,
Neil

Joe, Danvers MA

tracyc — Tue, 30 Sep 2008 03:25:00 +0000

Dear Mr. Joe,

I sincerely apologize for the delay with completing your Mercedes repair. Most of the delay is because of the radiator support upper tie bar which was not available in the United States and had to come from Germany. Flagship Motorcars was able to get the part for us on July 22, 2008. And, the actual repairs required more time than we originally estimated because the job was also bigger than we thought too (no excuse however, just the truth). Paul, our body shop manager, said that he would have the vehicle completed by this Wednesday.

Again, I am truly sorry for the delay.

Sincerely,

James Klimas

Hello Mr. Joe,

I have read your e-mail and contacted Jim Klimas, general manager of Herb Chambers Chrysler Jeep Dodge and Herb Chambers Chevrolet Buick Pontiac Hummer. I am very concerned about the amount of time this repair is taking. I instructed Jim to contact you and resolve this situation to your satisfaction.

If for any reason this does not happen please contact me directly at this e-mail address or call my office at 617-666-8333.

Regards,

Herb

We took in my wife’s SL 500 Mercedes to your repair center in Danvers on May 27 to make repairs due to an accident on May 23. We have been waiting for the car to be repaired since then.

The excuss was finding parts. Paul called two weeks ago to say all the parts were in and that the car would be ready in about 7 days. Today he still cannot give us a date due to the fact that he has not arranged for the protective cover to be replaced. There was one one the car at the time of the accident. He also has not done an alignment that is necessary to drive the car.

We have had to intiate all communication regarding the repairs. Responses to our inquiries were slow, if at all

We feel that we have been about as patient as possible. At this time this aditional delay is not acceptable. The amount of time this has taken is unbelivable.

Is this service level you provide to all your cuntomers?

Joe