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,

October 12, 2010

I had a terrible experiencing on the way to a 4:00 PM Boston Yankee game on 10/2/2010, where I was to meet my son who attends Northeastern.
While on the Mass Pike somewhere near exit 10 I hit a pot hole that blew out a tire on my 2011 X5. Since the car has run flat tires I was able to make it to the rest area where I found a three inch hole in the right front tire.
After calling BMW assist and being told I needed to get off the Mass Pike before they could tow me somewhere, I decided to call your dealership and was informed that you are open on Saturday and Sunday, so I made my way slowly to Commonwealth Avenue.
When I got to your dealership I was told that it may take until Tuesday to get a replacement tire. After I explained my problem regarding meeting my son for the game, your service advisor THEO, came to my rescue. He called around and found a tire that could be delivered ASAP. After I paid for the service he called me a cab and told me the car would be ready that evening.
I made it to the game, met my son and had a wonderful time. After the game I took a cab back to the dealership at 9:00 Pm where I found my car right where Theo said it would be.
I can’t thank you and your staff enough for the over and above effort they made to turn a horrible situation into a memorable one.

Thank You
Jim

P.S. By the way the Yankees won…

10/3/10

The experience was wonderful I give Steve from Herb Chambers of Somerville, Massachusetts was wonderful. Steve was a real people person, he was not pushy he was wonderful to work with he explained us everything in detail, I would recommend him to anyone. I would give him a hundred in everyhting!

October 3, 2010

 I want to thank Herb Chambers and everyone at the Warwick Facility for the outstanding service they preformed on my 2007 Pontiac Vibe.
I purchased the car in late July (took delivery on/or about July 28, 2010) and had problems with it almost immeadiately.  The veihcle went into the Service Department on/ or about August 9th and after a New Transmission and Engine Control Module I got the car back. 
Assistant Service Manager Pat Napolitano did an outstanding job and always kept me informed on what was going on and where we stood with the repair.
Unfortently, it took over 35 days for the repair – but it was worth it.  I also would like to the thank the Mr. Goldstein for his generosity and understanding when he bacame aware of the problems my car had.

Thank you again.

David

October 1, 2010

Hello~

Let me begin by telling you I did not purchase my 2004 Honda Accord from a Herb Chambers dealership.  I say this because I’m amazed at the service I received from one of your employees even though I did not make a purchase.
The employee is Tony Ngo (he works in service). About 3 weeks ago my husband changed my battery and consequently the navigation panel and radio needed codes to be entered.  I had no idea where to find these codes and the owner?s manual had nothing.  I called the Westborough site simply because I live in Shrewsbury.  On my first call, I was immediately impressed with Tony’s professionalism.  He was clearly busy with another customer but ensured me that he would call me back – and he did.  He told me where to look for the code and asked me to call him back if I had any problems.  Can
you believe it??    Remember, I didn’t buy my car at Herb Chambers!  Anyway,
the code worked for the navigation panel but not the radio (different panel, yet connected to the nav).  When I called Tony back he suggested I stop by so he could take a look.  I went on a Saturday, pulled up to the bay and this very professional young man came to greet me.  He had a big smile and a bigger handshake.  By now, I had entered the wrong code 9 times, so we only had one shot at getting it right. Unfortunately the code he entered did not work.  He felt so bad.  My car was due for inspection so he suggested I wait until after the inspection and then disconnect the battery to reset the coding system.  I did just that.  I called him back for a new code and as I’m writing this email, Tony is texting me the information.  Some people may say, “He’s just doing his job”.  I agree, he’s doing his job but he clearly goes above and beyond.  I have had too many experiences that are negative when it comes to customer service. This was truly a positive experience and he deserves to be recognized.

In conclusion, I want to tell you about a book I read over the summer. The title is QBQ! The Question Behind the Question.  Every business should ask their employees to read this (very easy read).  The author, John Miller, consulted with many corporations to recount real life situations in customer service.  The book essentially talks about how we should stop blaming others and take ownership and in doing so; we can work towards positive solutions.
Anyway, there was one story about a young man who worked in a restaurant and one of his customers ordered lunch and asked for a Coke.  The restaurant only had Pepsi.  The young waiter told his manager that the customer wanted coke, so the manager went across the street and bought a coke for the customer!  Now I know that seems a bit extreme to some, but I’m reminded of Tony when I think of that story.  Tony will be a happy employee wherever he works because he truly believes in customer service and personal accountability.

Because of Tony, I may just buy my next vehicle at Herb Chambers!

Thank you.
Joyce

9/29/10

Another great experience at Herb Chambers Danvers!  I had written previously about my great buying experience with Bill Lee and John Puleo.
I’m writing today to give accolades to your Service Mgr., Bill Roust.  I had done some damage to my alloy wheels, but had fortunately, purchased the wheel insurance.  Bill had a difficult time finding someone to do the repairs, but he was determined to do so.  Bill kept in touch with me throughout the process and eventually was successful in finding someone to do the repairs.  The alloy wheels look like new and Bill could not have been more accomodating.

9/25/10

Herb,

I am  riding in my fourth Lexus purchased from you. I just want to compliment you on the superb facility that you built on the hill in Sharon.
The treatment that I receive there matches the quality of the facility. I want to give special notice of the fantastic service that I receive from Holly Brugliera in the service department. Working with Sam Pellows during the purchase of my last two vehicles took the pain out of buying a new car.
He goes the extra mile! He even came to my home on his own time and helped to program the car garage door opener when I was having a problem.

This kind of treatment slides downhill as part of the culture that you have established.

Best Wishes for your continued success,

Malcolm

9/24/10

I have to admit that I am a skeptic when it comes to any dealings with cars, which is why I am writing to you.  I just picked my car up this evening from routine service at Brighton/Allston Saab. The few times I have had my saab serviced there I walk away amazed at how kind your service staff is.
 
I have worked with Davit Petrosyan, Joe Rodinelli and Tanisha and they are terrific, professional, kind, helpful and NICE!! I can only assume that they are cared for as employees as they treat their customers.

September 22, 2010

Herb, I hope you actually have an opportunity to read this and personally thank Davit Petrosyan, Service Consultant, for representing your company so professionally. I have had some serious problems with my Saab 9-3, which I purchased at your Saab dealership in 2008. Davit arranged for rental and loaner vehicles for me during the three week period that I was without my car. Davit is very knowledgeable and takes time to explain the problems. He is customer focused. I will continue to go out of my way to have my Saab serviced at your dealership once the warranty expires due to Davit. I hope you have an employee recognition program so that Davit can stand out amoungst his peers for providing exceptional service to a customer.

September 17, 2010

Hello, Mr. Chambers:

I’d like to pass along my praises for one of your service managers, Scott Lyon.  I purchased my 2006 Chevy Impala SS new from your Danvers dealership.
After my initial six months with the car, its reliability has been abysmal.
Scott has been an excellent advisor–constantly fixing/addressing poor craftsmanship and build quality.  Now at 64,000 miles and out of warranty, Scott works with GM to get many of my repairs covered by GM.  Today, my car was diagnosed with a major transmission issue.  Scott and Walter Pollack
(SP?) worked with Chevy to get that repair cover by GM.  As I said to Walter this morning, I would have gotten rid of this car long ago had it not been for Scott’s excellent customer service and getting GM to cover many of the repairs.  (And FYI, I do see Scott for regular maintenace jobs.)

Thanks,
Tom

9/8/10

Herb–just want you to know I bought my 4th RAV 4 from Dan Bordolucci and Tim Dalton this past week.  I have always been dealt with fairly and expiditiously by these guys.  I have referred many of my friends and family to go to Auburn and tell the guys I sent them.  the feedback I have gotten has been excellent.  The dealership is managed very well I’d say.  I’ve never had any problems getting service and if I ever have a problem Dan and Tim have jumped right on it and provided me and my group with immediate satisfaction.  As long as these guys are there, I’ll keep buying from H.C.TOYATA of Auburn!!! It’s great having a dealer you you can trust.