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,

I’d just like to let Mr. Chambers know of the excellent service provided to
me by the Lynnfield smart center team.  Autour Timerhanov took me on a test
drive and explained the fortwo to me and he was the person who delivered my
new smart to me.  I also was contacted twice by Caitlin via email;  Rhonda
placed my order for the car on a very busy Sunday just before closing time;
and Gil was very though and pleasant in going over my possible options on
the car.
I expressed to Gil how much nicer it was dealing with them than my two
previous experiences at Ira Toyota. 
My next car purchase will definately be at a Herb Chambers dealership.
Please express my thanks to your great team in Lynnfield.

Jim

Sept. 23, 2009

Recently I bought a Rav 4 at your dealership- I was able to take
advantage of the Cash for Clunkers program.  I wanted to take a moment and
comment about the service I received from Tonny.  He was helpful, funny,
sincere and made me feel comfortable.  Tonny went above and beyond my
expectations- for example, when I brought the car in to be inspected, Tonny
noticed that the front license plate holder was the wrong one- so he quickly
replaced it.
He did a very nice job overall.
Judy

August 13, 2009

I’m ashamed to say that I never really take the time to write letters when I have good service, but after I saw this link on WBUR, I decided to write.
I have owned 3 Toyotas in the last 3 years, and have loved each of them. Part of what makes me so happy with them is the service that I receive at the Herb Chambers Toyota dealership in Boston.
Every person that I have ever dealt with in the service department has been very nice (great receptionists!), but I have to say that Eva Houde is really a star. She exemplifies what excellent service is all about. Even though I know from watching her work that she is very busy, she treats you like you are her only customer. She always remembers my name, asks about my kids- it’s remarkable in this day and age.
And equally important, she really pays attention to my car, calls as soon as the technicians report to her about what they’ve found, and keeps me informed every step of the way. Also, recently she went above and beyond in helping me get an extended warranty transferred over to my name, and I hadn’t even bought the car from you (sorry about that).
You are very lucky to have an employee like Eva Houde!
Thanks,
Laura
p.s. the parts guys are really good, too.

Dear Mr. Chambers,  I am presently leasing a Toyota Sienna. My
lease is up next month and  I am in the process of trying to decide what
vehicle I would like to get into next. I have narrowed my choices down to ,
another Toyota, perhaps a Honda and now a Saturn Outlook. I went into you
Warwick Saturn dealership earlier today with my cousin (6 Saturns in her
family so far, all from your Warwick location)She encouraged me to check out
the Saturn vehicles. I was promptly greeted by one of your salesman, Frank
Merino. I never in a million years would have imagined the pure delight and
fun I had out on a test drive with him. I was impressed with his knowledge
and expertise with all of my questions. I am a single Mom and this chore, if
you will, of buying a new vehicle can be very imtimitating. Frank spoke with
another gentleman about getting me a good price and I feel we are almost
within the range that I am looking for price wise (within 50 dollars per
month). I decided to see if I could do any better with some internet
research and your web site showed up very soon after I started looking.

6/25/09

I recently purchased a new 2008 Solara Convertible. I encountered a
minor problem the night I took delivery, the rear bumper was touched up. I
missed it, the salesman missed it.  When I called the dealership I expected
the old kabuki shuffle. It didn’t happen. Don Smith and Chris Wong made me
feel nothing less than an important and valued customer. In my eyes, they
did more to further the Herb Chambers mission of making every customer
satisfied than anything I have ever experienced. They both took care of the
problem and kept me in the loop at all times. Outstanding! Please extend my
thanks.  Sincerely, Al

6/15/09

Herb,

Today, my wife and I bought a 2010 Prius from your Toyota of Auburn dealership. We would like to take this opportunity to thank you and your staff for making this one of the best experiences we have had with an auto dealership. However, we would like to commend two of your employees specifically.

No doubt about it — the Prius is a HOT car and finding one is not an easy task. We had gotten to the point where we were fed up having contacted several dealers who basically said “we don’t have any, can’t get any, and we don’t know when more are coming in…sorry”. Frankly, we were put off by some of your competitors, whose attitude, in some ways, was: “We don’t really care about your business; these cars sell themselves.”

However, one more internet search this morning turned up several Prius at your Auburn dealership. We filled out the web form and, literally, within minutes we received email replies and a phone call from Amber Greene, a member of your internet sales staff. Amber provided us with a great attitude, lots of information and suggestions…and most of all, she communicated “we would like your business”.

In successive calls, all within an hour, she had located a ‘09 Prius that met our criteria, and we were on our way to your dealership to test drive an ‘08 (the only Prius on the lot!). Amber met us and introduced us to Wayne Brodsky, a member of your sales team, who did a great job explaining the car and taking us out in the ‘08. As it turns out that, there is a 2010 Prius on its way to your dealership that turned out to be a better fit for us — and we bought it! We closed the deal with Wayne around 12:30pm. I am sure that you are very happy that your 2010 Prius is now *our* 2010 Prius!

The bottom line is that Amber’s quick initial reply, follow-up, pleasant demeanor, and professionalism got us to your dealership that ultimately led to the sale. In our opinion, it is very important these days to recognize employees for doing a great job and Amber deserves a “Well Done!”

Thanks again to you and the entire staff in Auburn. We are looking forward to taking delivery of the 2010 Prius in 2-3 weeks.

Best regards,

Jim and Michele

5/22/09

Sir:

This is in follow up to a phone call I also made to your office yesterday.

I simply want to convey what a pleasurable experience I just had in the purchase of an extended warranty and dealings with Mr. Nate Piasta at your Boston Toyota location. I am usually the first to complain when things don?t go well but this is positive feedback…

Not being your customer and simply shopping around for best value for an extended Toyota warranty, I contact your Boston location. Before calling Nate, I went to the dealer were I purchased my car, called folks listed on Prius online Blogs and then called around to high volume dealers. Then, I spoke with Nate, who offered me an excellent price and made the entire transaction easy.

Just as FYI, based upon this experience, I will likely make the trip up to Boston when it comes time to purchase the 2010 Prius. What irks me is the many other dealers that even make cutomers haggle even when it come to selling a warranty?Nate made it simple by providing me a fair price and ability to purchase over the phone/fax.

Regards, Gary

I’m writing to applaud the service I received this past Friday evening, 4/17/09, when I arrived late for the 30k check-up on my 2007 Yaris. The service team led by Service Advisor Xanchy Thach was extemely courteous and professional. Xanchy and his entire team turned what could have been an “uncomfortable imposition” into a seemless pleasant service experience. I will continue to recommend this dealership, moving forward, for the courtesy and professionalism of its service and sales team – as well as its products.

I’m writing to tell you about the excellent service I received at Herb Chambers Toyota Boston last month.  Xanchy Thatch went above and beyond to assure that my car was serviced and in safe condition for driving.  First, he arranged to have my car serviced on Christmas Eve, even though I contacted him only that morning.  Second, he arranged to have me driven from and to the dealership which was greatly appreciated since I am in my last weeks of pregnancy and there was quite a lot of snow on the ground.  Third, Xanchy was incredibly courteous and very honest with me.  When I opted to hold off on repairing a dysfunctional windshield wiper, he arranged to have it done at no cost because he didn’t like the idea of me driving away with one working wiper and a snowstorm in the forecast.  I can’t say I was terribly surprised by the excellent level of service, we have come to expect nothing less at your service center…in the past three years I’ve also had the pleasure of working with Jennifer Sanches who is always friendly, professional, and goes out of her way to make sure that service is done in a timely and excellent manner.  For a busy working mom with three kids, that is so important.  Thank you!

12/17/08

Dear Mr. Chambers,

Thank you for your prompt response.  Mr. Bortolussi did contact me and made arrangements to take care of the situation.  It was resolved quickly and to our satisfaction.  We are both very happy and relieved.  Thank you so much for your assistance in this matter.  Mr. Bortolussi did a wonderful job.  I now know who to call if we run into any problems in the future.

Thank you again.

Sincerely,

Kathleen and Pat

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12/16/08

I have spoken to the customer and apologized for the issue she had.  We are picking up the vehicle tomorrow at her place of business. We will be getting her new plates at the RMV, putting a sticker on her vehicle, making a duplicate key and will have it back to her before she leaves for work.  She and her daughter are very satisfied with the outcome.

Thanks,

Dan Bortolussi
General Manager
Herb Chambers Toyota of Auburn
Herb Chambers Hyundai of Auburn

____________________________________________________________________

12/15/08

Dear Mr. Chambers,

I am writing on behalf of my mother who purchased a car from your dealership approximately 2 weeks ago. My mother wanted a Toyota Rav4 and I suggested we look at the Herb Chambers dealership as my husband and I purchased a mini cooper from your Boston store and were quite pleased with everything.

We have been very disappointed with the service we have received since purchasing the vehicle. It began when we were waiting to be called when the registration was ready to be picked up and to get an inspection sticker.
We never received that call.  After 5 days we called and were told it was in fact ready.  My mother brought her car in, picked up the registration and was denied a sticker due to and issue with her license plate.  The service department told her they would contact her to pick up her car and take care of the problem at the registry and get her a sticker.  We are still waiting for that phone call 11 days later. I have called 3 times to find out what is going on and finally was told today that the dealership would not be doing this. We need to take care of it ourselves, which is fine except it is contrary to what we were told originally.  I also expressed my displeasure with the salesman, Renel Plymouthe.  He was not concerned and did nothing to rectify the problem. He stated that I would need to talk to a sales manager if I was unhappy. He didn’t even offer to transfer me or have him call me. He told me to call back and ask for Jeff Moran.  I did this approximately 5 hours ago and am still waiting for a return phone call.
Which has been the problem all along. Nobody will call us back. I also requested a second key for the car and was told that we would have to pay for it. I suggested that their customer service was seriously lacking in this sale and the least they could do was to give my mother a second key.

I feel terrible that my mother is in this predicament because of my recommendation and that is why I am writing to you on her behalf. I believe that you would not be happy with the way we are being treated.

I thank you for your prompt attention in this matter.

Sincerly,

Kathleen