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,

11/26/08

Hi,
We would like to acknowledge the excellent service we received from one specific sale consultant, Chris Wagner at Herb Chambers Honda of Westborough. We were in contact with several auto dealers to purchase a used car, including sale consultants of other Herb Chambers dealership, but it was the 120% service we received from Chris that makes the difference – it be him coming down to Brighton to show us the car, and picking us up the next morning to sign the contracts at the dealership; his efficiency and his proffesionalism at the contract signing, as well as his knowledge on the specific car we bought and on the auto industry in general.
All in all, we were very happy with his service. One can find a good car in other auto dealerships, but it is the proffesional service that we received that will bring us back to Herb Chambers to purchase our next car.

11/23/08

Dear Sir;  I am writing to inform you of exemplary service issued to me by Michael Jablon Service Writer, and Jeff Jones Service Manager, at you Westborough Ford location.  I had the unfortunate experience of having the rear differential of my ‘06 F150 fail, on 10/29/08.  Needless to say, this was very disconcerting on a vehicle with 55K miles, is not plowed or used for towing.  I also rely on this vehicle for my business.   I have an extended warranty sold to me by your dealership as ATI, but now serviced by Care Guard.  It took nearly three weeks of run-around by Care Guard to eventually replace the needed components.  After nine days in a rental (I was “covered” only for five), Jeffrey Jones, Service Manager, agreed to let me have a dealer vehicle. After the first parts replacement did not solve the problem, Mike Jablon then had the arduous task of negotiating further costly parts and labor.  He made repetitive calls to ensure a response by Care Guard.  He then faithfully called me every afternoon with an update, even if there wasn’t any news. Finally, on 11/19, my truck was repaired.  Jeff and Mike saw to it that my only expense was my deductible.  I was expecting to pay for car upgrade (to a truck) rental expenses and to pay for the days I was not covered.  This expense was covered by Jeff.

While the experience in total was not a pleasant one, Mike and Jeff provided the service which made the issue palatable.  I would appreciate it if you kindly add these comments to each of their performance files.

Respectfully, Peter

11/21/08

Mr. Chambers,

I am happy to report that about one week ago I received a call from my salesman and he informed me my NAV disc and my floor mats were there waiting for me. He indicated he would not be there however he would let everyone know I was coming. After work I stopped by and was welcomed with smiles from everyone. I received my items and was on my way. I would like to now thank you and ALL your staff for completing my transaction and making things right. Now knowing that Westborough Ford, my salesman, Bill, and the rest of the team there will in fact follow through after the sale has earned my business for many years to come. Thanks again.

11/10/08

Mr. Chambers,

I wanted to follow to my recent e-mail regarding the missing NAV disc and floor mats for my van. I have received communication from both Paul Bertoli (twice actually) and from my sales man at the dealership. They have informed me the items have been ordered and gave me an anticipated arrival day. Both have stated they will each call me to confirm the arrival so I don’t “have a wasted trip”. I would like to thank you and your corporate staff with assisting me and for trying to make things right. The only thing I wanted was communication and now I have that. Thanks again.
Bill

11/07/08

First I would like to say my experience of buying from another HC dealership was great. My concern and complaint deals with “after the sale”. When shopping I was treated as if I was the only person on Earth. All questions were answered, no hidden fees, nothing. Heck, my sales man even brought the car TO ME for the test drive!! Anyway, I had requested that before delivery everything was included and worked (I bought a 2006 Chrysler Town & Country with factory navigation and rear DVD entertainment system). Since during the test drive the NAV disc should be “on file” and who carries a movie with them to test that option? I was assured everything worked as it should and all equipment was there. Delivery day came and while waiting for the loan docs to be drawn up, I decided to look the van over again. I noticed the NAV disc case was there but no disc. I also noticed my floor mats were not there. I mentioned this to the salesman prior to going in to sign the papers. When we were done and came out to transfer our personal belongings from our old car to the new one, he stated the NAV disc and floor mats were missing. Not to worry though as he/ they would get them for me. As the weeks passed, I would call to check the status and was told “sorry, they aren’t here yet but should be soon”. Over the last couple of weeks, I have left messages for a return call to update me on the status, but I didn’t receive a single call back. I called again this morning and had to leave another message as my salesman just stepped out. 4.5 hours later I had to call back and again, he just stepped out. I asked to speak to Frank (general manager) as he was also involved in the original communication regarding the missing items. Sadly for me Frank is off today however I did speak to another manager, Josh. Josh kept his promise in calling me back within 10 minutes however he couldn’t provide me with any details as he states my salesman is gone for the evening. He did however check with the parts department and confirmed the parts were NOT ordered from there. This did not sit well with me however I’m holding out faith in that they were ordered from one of the HC Chrysler dealerships. I have waited patiently for nearly 2 months but I’m growing impatient now as I feel the “service after the sale” isn’t what I hoped it to be. I’d like to also briefly mention my van was tied up in service for a week for an improper gap on a spark plug and a door lock actuator (not overly upset as the rental was paid for). I can only hope now that sending this e-mail, I can finally get the assistance needed to get the missing items for my van. Sorry for the long story but I wanted to be sure to try and get all the events listed rather than just the bad.

10/22/08

Last week I purchased a 2008 Ford F150 from your Westborough Ford. My husband and I had been to numerous dealerships and had gone through what we like to call the “Wheel and Deal Shuffle”. The process of buying a new vehicle can be stressful. We want to save the most we can and the salesperson wants to make the most he/she can. It can be a negative and tedious process. However, we did not experience this dance at your Westborough Ford. Don’t get me wrong…we had to work for the price that we got, but it was not negative in any way. Jim O’Neill is the salesperson who helped us through the process. He was fair, honest and knowledgeable throughout the whole process. We feel as if we bought a superb vehicle at a nice price. In fact when it is time to purchase another vehicle, we will go back to Jim and your Westborough store. Everyone there was polite and wanted to sell us a vehicle. Now we call the dance…”The Deal and Seal Boogie.” Thank you to your staff at Herb Chambers Ford of Westborough, especially Jim O’Neill. We appreciate everything you have done for us. We will continue to spread the word of the outstanding service we received.

Cinthia

Herb,

I purchased two cars this year from Herb Chambers dealerships and received excellent customer care in both cases. In March I purchased a 2008 Honda Pilot from Matt Dency in Westborough. Matt has provdied excellent followup service including helping me address issues I had with my 2006 Ridgeline which I had purchased from another dealer. I recently stopped in to see Matt and mentioned my interest in an Infiniti M35X. Matt got me in touch with your Infiniti dealership in Boston and I purchased a 2007 M35X two weeks ago. We had visited other Infiniti dealerships but were not comfortable with the level of service we received. The professional and courteous service provided by James Bulger and Kashif Sheikh made it very easy to do business with your dealership. They treated my wife and I well and were willing to work with us on a deal that included the trade-in of our Lexus IS250.

We have been extremely pleased with both cars as well as the level of service we have received from HerbChambers Honda and look forward to working with your Infiniti dealership, particularly when you open the location in Westborough.

Thanks Herb, you can be sure that my first stop for future vehicles will be a Herb Chambers dealership.

10/12/08

Dear Mr. Chambers,

I wanted to take this opportunity to compliment the following staff at Herb Chambers Honda of Boston, following my recent purchase of a new Honda CRV:

ANNA BANKS – superb sales person – if it weren’t for her demeanor and personality, I would NOT have purchased from this dealership. Over a two-week period, she put great effort into my car-buying process. She is a shining example of how a car salesperson should approach and deal with a customer – professional, patient, courteous, and knowledgeable. It was my pleasure to bring her lunch on one occasion and a flowering plant upon delivery to show my appreciation for her time and dedication.

DARRITH (her direct sales manager) – Again, very personable and professional and concerned about making a deal what would satisfy my financial requirements.

HOWIE (General Manager) — Another top notch person with whom to deal. He matched a price offer from Boch Honda on the spot, which sealed the final deal. He also engaged in pleasant conversation about the car business and buying in general. Without his final approval of the price/deal, I would likely not have purchased from this dealership.

CLAIRE VAN PELT (Communications Director/Main Reception) – Always pleasant on the phone. I told her in person how remarkable her demeanor was on the phone every time I called. I don’t know how one person answering phones all day can possibly remain so upbeat and chipper. It was my pleasure to provide her a flowering plant upon car delivery to express my appreciation for her pleasant phone manner

KEVIN RAPOSO (Internet Sales) – Kevin was my point of first contact via my Internet request for pricing/availability of vehicle I was interested in purchasing. Again, very personable and professional.

I hope you will take the time to personally share my comments with the above staff. You are lucky to employ all of them. They all share you general philosophy of helping a customer purchase a vehicle, rather than just simply selling a vehicle. A representative from Honda Motor Company called me last week to rate my experience with your dealership. I was happy to provide 5-stars for all questions.

Thanks to you and your staff for such fine customer service (This in an economic environment where, perhaps, more desperate sales measures are sometimes employed.)

I have a picture of Anna and I on delivery, but was not able to attach it. When I receive your email address in reply to this note, I will happily attach and send it!

Sincerely,

Glenn

PS: This is my second purchase from a Herb Chambers dealership. The first was from Herb Chambers Ford in Westborough last fall.

Dear Mr. Chamber,

I am writing this letter to express my gratitude to your company for having such amazing sales associates help us with our purchase. I am sure you understand how much pressure a person can feel when purchasing a new vehicle and your sales person Beth made that all disappear for my husband and I. I believe that when you have a good sales force not only will your business thrive but it all seems easy for the customer. I just wanted you to know that you have an amazing sales person and I will send all my business and my friends to you in the future.

Best regards,

David