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,

8/16/10

I just wanted to take a moment to let your company know how Great
of an employee you have. Mark Cunningham has been the best salesman that
both my wife and I have ever encountered. not only did he help us get past
the horrible experiences we has with the 4 previous dealers, he made
purchasing our 2010 Dodge Caliber sxt so fun and easy. the real reason I
write this is not for his impeccable sales and customer service skills,
which he has, but also for the follow up. we had a few issues after the
purchase (sunroof leak, annoying check engine light, car accident) every
time we had to come to the dealership for service or anything he always
remembered us, went out of his way to make sure everyone else did their best
to fix my issue and as fast as possible, and when there was not an easy fix
he would take the time to explain to us the real problem in a way that was
not confusing or sounded like we were getting the runaround. I am very happy
to have purchased my new car, but most happiest that I had the chance to
meet you employee, in the Danvers, MA location. I guarantee I will purchase
my next vehicle from him, where ever he is selling cars! Thank you Mark

August 6, 2010

Dear Herb,
I wanted to let you know of a fantastic experience I had yesterday at the Service Dept. of the Hyundai dealership in Auburn. 

I was finishing up my Meals on Wheels route, right in Auburn, when all of a sudden, my fairly new Santa Fe literally stopped working.  I work for Evercare Hospice and had to get to a patient’s house immediately and was desperate to get there as fast as I could.  I was able to restart the vehicle and barely get it into the dealership.  Within 5 minutes of hearing my concerns (more about my patient than the car), I was out the door with a loaner. 

Within a few hours, the car was fixed, ready to go, and all covered under warranty.  Kudos to Bob Pascarelli and his team!  I did bring them a thank you attached to some donuts, but wanted to publicly tell Herb and all that read this….THANK YOU!

Sincerely,
Melissa

8/5/10

I just purchased a used Honda CRV from Herb Chambers Honda of
Burlington and would like to comment on what a positive experience it was.
This was my first experience buying a car by myself and I was intimidated.
After doing months of research and looking at similar cars online, I was
pleased to find a quality vehicle at what I think was a fair price.

I consider myself fortunate to have worked with Sergio Urquijo to buy the
car. Sergio was a pleasure to work with and I appreciated his approach. I
felt no pressure and everything went very smoothly. When I bought the car he
told me that they would go over the car and make sure everything was in good
working order. I was pleased with the outcome – new brakes and rotors,
alignment, differential service, replaced fluids, wiper blades, a second
automatic lock key, etc. I felt that I was delivered a tight vehicle in good
working order. And I thought that was the end of that.

But then I noticed that the automatic lock for the driver’s side passenger
door was not working and there was a small area on the rear door hinge where
the paint had chipped off. I was nervous about bringing the car back to
address these things because I thought that for sure once the sale had
closed, that would be the end of the good treatment. I was very pleasantly
surprised that Sergio was extremely responsive to my concerns and resolved
everything efficiently. I felt that he was very concerned about making sure
everything was all set and that I was happy with the car.

It was a very big deal for me to buy this car. I am now a single mother and
trying to make ends meet is challenging. For me, buying this used car was a
stretch. I wanted to find a nice, safe, and reliable car that could take me
and my son on many wonderful outdoor adventures, and I feel that I found
one. For Sergio to treat me with the respect of someone buying a fully
loaded, brand new car made the whole experience much better and more
positive than I expected it to be. I hope this car lasts me a very long
time. But I will return to your dealership should the need arise, with great
hopes that Sergio will be there to help me. And I will also recommend him
and your dealership without reservation. Thank you so much.

Judy

July 30, 2010

To Whom it May Concern:

After writing about my exceptional sales experience last week, I find it only fitting to follow up by writing of my service experience this week.

This being my first BMW, there were a few things I was unfamiliar with and concerned about since the car is so intuitive. With this, I made a shopping list of questions and concerns I had about the car and called the service department. I dropped the car off on Tuesday and was pleasantly greeted by Colleen. Colleen was extremely patient and listened to all of my concerns. She was such a pleasure to deal with because of this. From the moment I walked into the service department from when I picked up my car, she kept me updated on the status and was courteous in doing so.

After my initial visit to service, Colleen set up a test ride with the shop foreman. He was also a pleasure to work with. Often times techs can be condescending if you raise questions that may seem obvious to them but not to the ordinary driver. He answered every question I had and best of all, explained “why?” in a manner that I could grasp and understand. I felt totally comfortable knowing that his expertise was going into the diagnosis.

Again, my hats off to the wonderful service I received at this dealership and I will refer anyone I know who is in the market for a BMW to BMW of Sudbury.

Thank you,
Michael

Wednesday, July 28, 2010

Hello, I wrote to you the other day regarding a friend of mine who was having difficulty regarding his “Certified” Honda Accord.

My friend told me that Honda Seekonk contacted him the other day regarding his situation, apologized and asked that he bring his Honda in so that they could perform the necessary repairs – which he did yesterday.

As you and I know, this individual was not treated fairly, but that in itself doesn’t mean that Herb Chambers would make this right. So the fact that you took action to make this “right” I would like to say “Thank You”. I know my friend is grateful as well and I am at least hopeful that he can be treated more fairly in the future when bringing his car to your dealership for future service needs. Again, thanks!

Bill

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Monday, July 26, 2010

Friend of mine was looking for a used Honda Accord “Certified” he looked at the Seekonk dealership but left not able to agree on the price of a vehicle. I was passing your Honda dealership in Westborough and saw a “Certified” used Accord that looked good and seemed to be price right. I suggested to my friend that he should give your dealership another chance and go with me to look at this vehicle even though this location is much farther away (he lives in North Providence, RI). The salesman at the Westborough dealership was willing to work with my friend on this car and my friend did in fact buy it from your Westborough dealership. During this process the question of honoring any warranty work would be covered by any of your Honda dealerships. So now a couple of months go bye (about 4,000 miles) and he is enjoying his Honda Accord however he hears a noise when braking and decides to bring it to your dealership in Seekonk, which is about a mile from where we work. They tell him the vehicle needs rear brakes and rotors – he asks about the warranty – they say it is not covered – however, when buying this “Certified” vehicle he was told that this vehicle had at least 50% or more life on the brake components. My friend does not drive fast, aggressive or in any other way that would cause his brakes to wear out at 4,000 miles. That is not in my opinion the No. 1 problem – the problem is the service department at Seekonk. They told him they couldn’t help him because he didn’t buy the car from them??? He bought a “Certified” Honda from one of your Honda dealerships and they are unable to help him. He calls back to your Westborough dealership and the person there tells my friend to have the Seekonk service department call him for verification etc. so Seekonk can do the work on his car. He then calls Seekonk and they tell my friend they will not call Westborough, have Westborough call them – completely blowing him off. My friend is not an aggressive consumer and does not wish to cause anyone any discomfort however he is not in a position to pay for new brakes this soon after buying a “newer” car, one that was sold as “Certified” and sold for more money than a comparable non-certified vehicle.

This is no way to treat a customer – he did buy a car from Herb Chambers, in my view this behavior wouldn’t even be acceptable if it was about an individual who bought a car not from your dealership.

This person deserves to be treated with respect – he’s not looking for something for free. When the warranty period is over for his car wouldn’t you want him to still bring his car to Herb Chambers for service – service that he would be paying for over numerous years to come?

July 23, 2010

Hi Herb, I just wanted to let you know what a great experience I
had at your dealership at 90 Andover St. Danvers, MA – I had the pleasure of
dealing with your employee Walter Pollack, talk about great customer
service! He was very friendly and professional and put me right at ease. He
went above and beyond to finding the problem we were having with our 2006
Buick Rainier.  I will be telling everyone I know that if they are having
car problems to go and see Walter!
Thank you again!
Noreen

Since I trust your judgment, I was wondering what you can tell me about this new program GM has called eVIP. What does it stand for and how do dealerships nominate their selective customers to become a part of it? Is there a catch behind becoming a member?

Looking forward to hearing from you and thanks for your time and attention, Rich

July 22, 2010

On July 12th, I had a major problem with my 1 year old Honda Accord
that I purchased at your Westboro location.  To make a long story short, a
new engine was installed.

The reason for my email is to say what a great job your service advisor,
Allon Swift did in keeping me informed.  He called me atleast twice a day
with updates and when I ask him to call at a certain time he called.  Allon
customer service was great even though my situation with the car was bad.

Once again, thanks to Allon for doing a wonderful job.

Rich

July 18, 2010

Below is a copy of an email I sent to Mr. Dan Negalha, Service
Manager, Herb Chambers Lexus. It is to recognize an outstanding member of
the Herb Chambers’ staff.

Dan,

I would like to take this opportunity to acknowledge a member of your staff.
Ms. Tina D’Erocle. 

For the last couple days I have been hearing a noise from the left front
side of my GS350. Not sure if it is brakes, suspension or transmission, it
definitely was metal on metal and the sound was intermittent at first and
this past Saturday while driving home from the cape the noise grew
dramatically in intensity and frequency.

I called your service department at about 4:42 while my wife and I were
heading back home to NH. We were northbound on 495 and initially I spoke
with a women, I believe it may have been Michelle. She informed me that the
service department closed at 5PM. I told her that I would try and make it by
5 but I might be a little late probably 5:15. Michelle told me that I needed
to be there by 5.

I had to call a second time to plead for someone to stay. I live in NH and
this Lexus was in desperate need of repair. On the second call I asked to
speak with someone else, a manager anyone that could understand our plight.

I was connected with Tina and what a relief, she provided the service that
Herb Chamber’s himself would be very proud of.  Tina offered to have the car
towed in if we felt unsafe driving it and she would wait for us. I thought
the car could make it. We did drive it into the service bay around 5:15.
Tina and Mark were there to assist. What a pleasure, Mark helped transfer
our luggage to another vehicle, Tina processed the required paperwork and we
were on our way by 5:45.

It is the outstanding service and going the extra mile by staff like Tina
that will bring me back to purchase again through a Herb Chambers
dealership.

I can not Thank Tina enough for her outstanding cooperation and assistance;
Tina is definitely an asset to your dealership.

I nominate Tina for employee of the year.

Tina thanks again and best regards,
Tim and Maureen

7/15/10

Found Service to be Excellent at your Danvers location.  Ryan and the rest of the staff should be commended for their efforts and excellent customer service skills. 

FYI – I am a Saturn Aura owner.  Received a package in the mail advising me that my car would continue to be serviced by GM dealers even though Saturn was not longer in business.  This package included coupons for oil changes.  All I need do is present them to GM dealer.  Since I live in Arlington, the package contained Mirak’s address.

Went to Mirak, presented the coupon and requested an oil change.  You would have thought I had requested his kidney.  No appointment and you want an oil change???  Gee off with my head.  Anyway after a bit more grumbling he stated I could have the oil change but would have to wait minimum of 4 hours or he could make an appointment for next week. 

Next day I went to your location in Danvers and the story was completely different.  No long wait for an oil change.  However, there would be a reasonable wait to investigate an intermittent steering problem.  I did end up making an appointment for the next day. 

Two locations two totally different experiences.  At Mirak we never got beyond oil change.  I am sure an intermittent steering problem would have sent him into cardiac arrest!!!! 

Look forward to doing business with your team.

Best Regards,

Susan