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,

Wednesday, February 23, 2011

We went yesterday morning to Herb Chambers Toyota in Auburn to
purchase a vehicle.  We had been test driving Odyssey’s and Sienna’s for 2
days and we decided on the Sienna. We found the Sienna we wanted in the
Auburn inventory and knew the price we wanted to pay.  My husband went in
with a specific number, and was met with excellent customer care and
satisfaction.  We were met with a competitive price and great service, and
you once again earned out business. We went back together that night, did
the paperwork, and drove our new Sienna home.  Elmer Voisine was our sales
representative and he was excellent.  He was personable and highly
professional.  Our financial person was Imad, and he also took his time
with us and was excellent.  I will be bringing my van it next week to
change the registration and also to have the DVD installed and I was
informed that I would get a loaner car while my vehicle was being
serviced. This is the expectation that I have for excellent service when
buying, and I have to say that you met. Since we wanted to buy a vehicle
from you, and knew our price we wanted to pay, we cut out the some of the
“back and forth” that happens with car shopping. Thank you again for
another wonderful purchase.
Sincerely,
Sarah and Brian

Dear SIr:
    I am sending this email to you to tell you how grateful I am to have received outstanding customer-support and service at your Toyota Service facility in Auburn, MA. 

    While driving my Toyota Sienna from Mount Kisco, NY to Leominster, MA, on Interstate 84 and then the Mass Turnpike, my battery warning light illuminated. I immediately began shutting down non essentials to conserve battery reserve. I recalled travelling through Auburn, MA on another occasion and  immediately redirected my route of travel there. Thinking through what could have happened, I concluded a drive belt failed. I had an audible indication, but thought the serpentine belt tensioner or belt pulley might need minor adjustment.

    This was my first experience with Toyota of Auburn. I expected to be turned away, however, I was pleasantly surprised when I was processed in the Service Area by a Ms. Angela Kiesman, Service Advisor. Ms. Kiesman and her
technician(s) delivered professional support and service. Ms. Kiesman is highly customer focused. While waiting, I completed important business transactions/communications  via your internet facilities. Thank goodness (no lost time or opportunities).

    I enjoyed your Toyota of Auburn location value added services, such as the internet and computer terminals to access the internet. I am a happy satisfied customer. Thank you for outstanding-performance, customer-service, and exceptional customer-support.

    Can we do more business? If possible can Toyota of Auburn provide estimates for the following work for a Year 2000, Toyota Sienna LE, 1. Labor and parts for the exhaust system (exhaust manifold pipe, cataytic converter and tail pipe) 2. Labor and parts for Timing belt replacement 3. Minor hood front edge cosmetic work to remove rust and repaint.

Melbourne

03/12/10

I wanted to commend you and your staff at the dealership.  The
internet manager was very helpful and professional in answering my questions
about the 2011 Sienna.  Thank you.

This is just a quick comment about my recent experience with Nate Piasta and Jillian McDermott at the Herb Chambers Toyota Boston location. It’s refreshing in this day and age, when everyone is working overtime to make a buck – to work two professionals that actually looked out for what was best for my situation. In this case buying out my lease was a better option than leasing a new vehicle. Let’s just say, the effect this ultimately has – is that in the near future we will be leasing a new Siena for my wife! So it will result in a new sale as well!

Thanks for your help

I purchased a 09 Sienna on the 26th of November and I just wanted to tell you that the experience was made very pleasurable by mostly by steve wilbur in sales he walked me through everything and I couldnt be happier with my new vehicle and the excellent coustomer service that herb chambers sales and financing shows. I havent had had the pleasure of dealing with the service dept yet but if it is anything like the sales and finance department im sure the experience will be just as smooth Thank you for having wonderful staff Sincerly Johnathan

10/22/08

Dear Mr. Chambers,

After just buying our first Toyota Sienna, we felt the need to write and comment on the tremendous experience we had at the Herb Chambers Toyota of Auburn. The person mostly responsible for our positive experience was Mr. Branko Kovacevic.

After visiting four other Toyota dealerships, we walked into the Herb Chambers of Auburn. We had taken the time to educate ourselves regarding prices and Sienna options and unlike at the other dealerships, where we were given the run around, Branko was straight forward and on the money when it came to being knowledgeable about what we wanted. Negotiating the price with him, including the trade in on our old Honda, was easy and uneventful. Branko explained the process via which our car would be obtained by Herb Chambers, and though it took 5-6 weeks (as he said it would), he stayed in touch with us the entire time, keeping us updated and well informed regarding the actual date we could pick up the vehicle. When we did arrive to get the Sienna, Branko went over everything in detail; he even took the time to set up the Bluetooth for our phone. He seemed as excited about the Sienna as we were!

Branko was always available to us for questions whether it be by phone or in person. Even if it was his day off, he would offer to come in for our convenience. When he didn’t know the answer to a question, he didn’t make one up–he told us he would find out and he did exactly that. He was a gentleman throughout the process–very professional and hard working.

We have bought and traded in a number of vehicles between the two of us, and have never had the kind of positive experience we had at Herb Chambers. We will be back to you when our next vehicle needs replacing and we will recommend your dealership to our friends and family, and Mr. Branko Kovacevic will be the reason for both!

Sincerely,

Jim and Lisa

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

_____________________________________________________________

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