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,

Recently i had to bring my new Smart car to the Chambers collision center for repairs, Steve at that location was very helpful in explaining to me how the repair was going to go, The job was done in a very short time ( 10 days ) and then it was arranged to have my Smart delivered to my home in Dedham. The car looked better then than it did when i purchased in September, Many thanks to Steve and the staff that worked on my car

Bob

10/27/08

Hi Herb,

I won’t take up too much of your time but I recently had some work done on my Honda Accord to take care of a nagging problem I had been having. I spoke with Peter Slota and he told me to bring it over. He went for a test drive with me and I could tell from the look on his face that he was committed to getting to the bottom of this. And that is exactly what he did! Problem solved!

I’ve owned a lot of cars in my days and had a lot of work done on them but Peter Slota made that THE BEST AUTOMOBILE SERVICE EXPERIENCE that I have ever had. That’s right, Herb, THE BEST !!! Please thank Peter for me.

Regards,

Mark

10/20/08

I hear so many complains from people all the time about, not just Herb Chambers but every dealer. People take their time to complain when something goes wrong like we they are perfect, right? Well, I’m emailing not to complain, instead I’m letting you know what a great job the service dept from the Millbury location do. Sam, the guy behind the counter, has one of the most amazing customer service I’ve seen. He’s always pleasant and willing to help. Although I keep having problems with the brakes (the car is still there) I don’t regret haven’t bought my car there and I will continue buying from them because so far, the service I get when there’s problems, it’s superb. Before I started buying cars from Herb chambers, I bought a car Ford from Millbury ford in Auburn. The people where nice until I signed the loan for the car. After I drove the car off their lot, they didn’t care anymore and once, when I brought the car for a minor repair, their service manager treated me like I was bothering him and tried to tell me it was my fault that the car had problems. He soon found out who I was and right after that, I traded my car just so I didn’t have to deal with them. Anyway. Good job guys. I appreciate it….Alberto

Herb,

I purchased two cars this year from Herb Chambers dealerships and received excellent customer care in both cases. In March I purchased a 2008 Honda Pilot from Matt Dency in Westborough. Matt has provdied excellent followup service including helping me address issues I had with my 2006 Ridgeline which I had purchased from another dealer. I recently stopped in to see Matt and mentioned my interest in an Infiniti M35X. Matt got me in touch with your Infiniti dealership in Boston and I purchased a 2007 M35X two weeks ago. We had visited other Infiniti dealerships but were not comfortable with the level of service we received. The professional and courteous service provided by James Bulger and Kashif Sheikh made it very easy to do business with your dealership. They treated my wife and I well and were willing to work with us on a deal that included the trade-in of our Lexus IS250.

We have been extremely pleased with both cars as well as the level of service we have received from HerbChambers Honda and look forward to working with your Infiniti dealership, particularly when you open the location in Westborough.

Thanks Herb, you can be sure that my first stop for future vehicles will be a Herb Chambers dealership.

10/23/08

In April 2008 this customer needed a new battery on a 1999 Sienna with

162,367 miles along with some maintenance, valve cover gaskets, etc. In August of 2008, about 5,000 miles later their alternator went bad which affected the battery. We did the alternator repair and replaced the 4 month old battery under warranty and arranged a rental for the customer who had pre-existing travel plans. As it turns out, they were overcharged by Enterprise, the organization we referred them to as they needed a SUV.

Enterprise overcharged the customer $238.19. After speaking with them, Enterprise is crediting their account by the $238.19 within 48 hours. I have informed the customer of the refund and they were pleased with the outcome as they expected to pay the rental but at our rate instead of the normal retail rate. They will contact me personally with any other issues.

Timothy Rinaldi

General Manager

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10/20/08

Second attempt: disappointment in not receiving a followup to the following matter submitted back on 10/10/08, further indicate of dealerships lack of attention to detail and respect to a customer, truly disheartening.

Back in early August we had to have our Sienna worked on as the alternator was not distributing a charge and the recently replaced battery from your garage was not holding discovered to be a faulty battery replaced under warranty, and new alternator installed. However as it was a weekend and we had preexisting travel plans for travel to North Conway with the family we had to avail of the Toyota Rent a car program unfortunately only a camry was available at the time and could not accomodate our family. As such the rep coordinated a rental with the local enterprise facility and coordinated a discount with enterprise on our behalf as apparently there is an existing discount agreement with Enterprise, as such we rented the vehicle for the few days, unfortunately we discovered that on our credit card statement that the discount was not calculated and subsequently we paid an unexpected amount, as i hope you can appreciate together with the work required on our own vehicle and this rental this experience has been very disheartening. We would greatly appreciate your assurances and professional approach to your customers that we are treated with respect and not taken for granted and it appears that the above events bear out. We would greatly appreciate some followup in relation to the above experience and that we can be confident in knowing that at this location customers are indeed treated with respect and genuine attention to detail.

Respectively

Patrick and Katherine

10/9/08

Hello.

I would just like to show some appreciation for a service representative, Mike Rassicchia, of the Boston Honda branch.

Although I haven’t purchased a vehicle at the Boston location, (Burlington branch), I have been coming to the Boston Honda service department for years. Mike is always extremely helpful, polite and professional. Also he is very knowledgable.

I also speak to Mike on occasion via phone for any inquiries I may have regarding my vehicle and is always helpful – always returns calls without fail.

Mike sincerely makes reflects a very positive light on your dealership as I have dealt with many, many service reps from Honda dealerships throughout the area and Mike stands out above and beyond.

Thanks again!

Thomas

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

I had my Vespa LX50 stolen in July and I actually got it back a few weeks ago. It was in terrible condition – the ignition was screwed up, the horn cover was ripped off, the seat was broken open, etc. Chris Burns and Deodoro (I forget his last name) really helped me out by getting it back into working condition. They really went above and beyond to make my situation feel a little less horrible. I just wanted you to know how great these two employees of yours made my experience!

Brad