Dear Herb,

I purchased my vehicle from your Lexus dealership back in June of 2007 right before the dealer moved to its current larger location and I have been working primarily with Scott from your service department.  I just want to express that he’s exceeded all my expectations of a service representative.  I have a Toyota and a Volvo at home and I take them to their respective dealers for any service work and out of all the representatives I’ve worked with, Scott has stood out amongst all of them.

On every occasion that I had any problems with my vehicle, whether it be mechanical, electrical or even just a simple recall, he’s assisted me with professionalism and genuine care.  He informs me of the entire process (prior to the work), keeps me informed through the process and performed all the services without any problems even when it came to something as simple as helping out when my vehicle was frozen in snow from a snowstorm.

He is the only reason why I return and will continue to return to this dealer for my future needs.  In fact, I intend to purchase the third generation IS when release simply because of Scott.  I have not yet had a single bad experience with Scott and I know I never will.  I have worked with several service representatives at your dealership as well including Jessica whom Scott took over for.  He even made that transition smooth which usually is not the case.  I want to thank Scott and if there was any person I’d recommend for a promotion, he would be at the top of my list (and honestly the only one of my list).

I have also called into Lexus directly and left them the same positive feedback on Scott.  He upholds the Lexus brand and its world-class customer service.

My wife and I wanted to send you our second rave review of
Gabriella Hanley, who sold us our second car in 2 months.  My wife wrote to
you about Gabriella’s great job in leasing us a new Mini at the end of
March.  This past month we needed a car for our daughter, who has just
finished her freshman year at college, and of course we went right back to
Gabriella, who found us the perfect pre-owned car–a 2007 Toyota–for our
daughter.  Gabriella again was thoughtful, very responsive, sized up our
needs and really delivered.  Kudos again to Gabriella.  You’re not paying
her enough. Regards, a Very Satisfied Customer

Jim

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

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.

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

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

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