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’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

____________________________________________________________________

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

12/11/08

I figure between your Toyta and Hyundai Dealerships I have purchased 15 vehicles !!!!! Toyota four runners mostly until 2005 I bought 3 Santa Fe’s. Last Monday December 1 I recieved a phone call from Matt Duszak asking if I would like to come in and see if we could work out a deal for a new Santa Fe !!!!!!Well I told him my son has one also. Matt said bring him in.  Well my son and I went in Wed.December 3 and both of us drove away with 2008 Santa Fe’s.When I was leaving I said what about my wifes. Guess what ???  Now I have 3 new Santa Fe’s Matt Duszak is ONE GREAT salesman and I also want to put a good word in for Matt Newhouse.  He worked hard getting loans for me and worked out fine. I had a GREAT time purchasing these vehicles and you have a GREAT group of young men working for you. Final note I am now the proud owner of 3 2008 Santa Fe’s and 1 2007 FJ Cruiser purchased at your Auburn Toyota Dealership  Thanks for your time.   Tom

Thanks to Dan B. for putting together the sale of my new Toyota Sequoia.He truley cares and helped me understand numbers that were making me frustrated.His involvement was above and beyond and shows the commitment of Herb Chambers employees.Also thanks to Alex and Ash outstanding in putting this deal together from my 10:00am phone call with Dan to arriving at 12 noon to do the numbers with Alex to the completion and pick up the same day at 5:00pm with Ash we had a difficult beginning and a excellant outcome.My wife is considering a 4×4 Highlander and look forward to again doing business with this  dealership.
Sincerly,
Joe

12/31/08

Dear Herb,

I am pleased to be able to write to you with good news. My sister has completed her purchase of a 2009 Camry from Toyota of Boston. As usual we checked other Toyota Dealerships and hoped to complete our transaction with you.

I have to say this time Toyota of Boston definitely surpassed our expectations. Jillian and Tim and Patrick were wonderful to work with and always customer orientated. With your assurance I took my sister to Toyota of Boston and I am happy I did. Our salesperson was Mike, one of the people we had our disastrous experience with last summer. However, I must complement him as he was able to give an excellent presentation. I am sure it was difficult for him to see us again but he was able to rise above the situation and demonstrated good customer relations…

I have always admired your customer philosophy, honesty and work ethics. We have purchased from the following Herb Chambers Dealerships:

Dodge of Danvers, BMW of Boston, Lexus of Sharon and I am happy to add Toyota of Boston. to the list.

Again thank you for everything and have a Happy New Year

Kindest Regards,
Carole

_________________________________________________________________

12/24/08

Hello Herb

I have written to you before complimenting Pat Blake of Lexus and complaining about your Boston Toyota Dealership. Our experience there was so bad we ended up buying our Tundra LE from another Dealership.

Presently my sister is here for Christmas and is looking for a new Toyota to buy over the holiday. At this point I will not recommend she try Toyota of Boston without some assurance from you we would not be treated so badly again. We love your Lexus Dealership and your philosophy. However, from past experience that dealership does not follow your wonderful customer relations.

Looking forward to hearing from you

Carole

____________________________________________________________________

11/13/08

In this busy world it seems we always have enough time to complain but never find the time to say thank you. Bob and I would like to thank Patrick Blake for his wonderful and caring commitment to his clients. He is always pleasant and willing to listen to what his clients have to say. You never feel rushed or in a hurry when you are with Patrick. Patrick Blake is a tremendous asset to Herb Chambers Lexus in Sharon. We always have a feeling of confidence knowing that we can contact him at any time and he will solve a problem immediately to the best of his ability.

We have always been treated with respect at Herb Chambers Lexus of Sharon. However, I wish I could say the same of other Herb Chambers locations. At two other locations, Herb Chambers Toyota of Boston and Herb Chambers Collision Center in Braintree, we have been treated rudely and with disrespect which is something I would not expect at Herb Chambers locations.

We will definitely continue our relationship with Herb Chambers Lexus because of the wonderful treatment and respect we receive each time we go there. Again, I want to commend and complement Patrick Blake for his commitment to Lexus and especially his clients. It is unfortunate that we would not return to other Herb Chambers locations.

11/12/08

Dear Mr. Chambers:

Worcester State College has just leased a 2008 Toyota Highlander with Herb Chambers Toyota of Auburn dealership and I must take the time to report on the level of customer service received from this dealership.

I found Mr. Steve Wilbur to be most helpful throughout the entire process – even while on vacation!  He was courteous and professional at all times.  I highly recommend Herb Chambers Mid-State Toyota dealership.

Regards,

Louise

11/11/08

Hi Herb:

I was driving my dog out to a park north of Boston for a hike today when I made a left turn to tight and ran over a curb corner with both of my driver’s side tires, blowing them both from the sidewall.

I called AAA and the operator expressed doubt that a service center would be open on a Veteran’s day, but I asked her to get me a tow to your Toyota dealership in Boston (I drive an 07 Camary Hybrid).

I called ahead, and not only was the dealership open, the service center was as well. I met the manager of that department and, for the first time in my life, I was acutaly IMPRESSED with a dealership service center employee. He and the gentleman working the counter offered me several options for tires in different price ranges, and even offered to drive elsewhere to pick up a tire for me. They never bothered me about bringing my dog into the shop, and had everything taken care of in just over an hour.

I didn’t buy my car from your Boston Toyota dealer, but now I wish I did. Thank you so much for employee such a great team. I work in retail, and I know how trying the public can be, so I’m even more impressed with your team.

Thanks again,

-Tim

P.S. Austin, my dog, thanks you too.

11/3/08

In August, I purchased a 2009 Toyota Corolla from one of your Sales Representatives at your dealership in Brighton – Ahmed Mowena. My experience with Ahmed was exceptional, he exceeded both my parents and my expectations by 10-fold. Due to my recent move from Canada to the US, Ahmed helped me with obtaining insurance, getting a driving record from Canada, and ensured that all issues regarding my new car and the transition from Canada to the US were taken care of. My parents were thoroughly impressed with Ahmed’s professionalism, honesty, and eagerness to ensure that our satisfaction was his number one priority. Personally, as a first time car buyer, I was impressed by his honesty, integrity, and level of care throughout the entire process. He made the process seamless with his positive attitude and attention to detail. I hope that this information does not remain un-known because he deserves to be recognized for the efforts that he underwent. I would undoubtedly refer Ahmed and Herb Chambers Toyota to any of my colleages and friends in the future and will enjoy bringing my car to the Brighton location for service.

Hello from Iraq!

I just wanted to pass on my recent great experience at Herb Chambers! I recently bought two cars in four days and got a GREAT deal! Thank you to the General Manager of both Toyota and Hyundai for their involvment. I have been buying cars here since 1996 and I will never go anywhere else!
See you next Spring Rusty and Dan B.

Best, Tom

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