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Customer Feedback Blog

In September 2008 Herb Chambers Companies introduced one of the most innovative customer satisfaction initiatives in the industry as they led the automotive industry into social media.  HerbCares.com customer feedback blog  aims to increase an already nationally recognized customer satisfaction program.

Here are some of the recent entries and accolades.

Miroslav – Boston, MA
Sales & Service
Posted on May 7, 2009

5/7/09

I would like to follow up on my first e-mail from this morning. About 20
minutes ago, Howi Resk, General Manager, called me and asked about the
situation. He did all the right things – listened and offered a
solution/option. I was very impressed by the way he managed the conversation
and, in particular, how sensitive he was about my wife’s experience. We
agreed that I would bring the car to the dealership for re-inspection of the
scratch and that it would be fixed. His wording was clear and simple; to the
point. I appreciate the effort and I hope, if the car will be indeed fixed,
that my wife will simile again. Thank you, for now, for the follow up and
the promise. Respectfully, Miroslav

_________________________________________________________________________________

5/7/09

We bought a used car (Honda Accord 2007) yesterday and thought we’d celebrate (we signed the paperwork on Monday, title on Tuesday and picked up the car on Wednesday this week). Instead, we feel taken advantage of and really disappointed. The car was presented to us as in Excellent Condition and both, the manager Kevin and the sales person Alex, lied to us. We asked them about the condition of the car multiple times and they both said repeatedly that the car is excellent condition and there is absolutely nothing wrong with it. They let us believe that we are getting great deal on the car. They must have known. It’s their job to know. And we feel it was also their job to let us know about this condition. There is a scratch on the door that we were not told about (and unfortunately we didn’t notice it; it’s not big and you might not notice it at first glance because it’s on the lower part of the back doors) and the sales person told me yesterday, when I was picking up the car and when I noticed the scratch, that “you didn’t see it because the car was dirty before. It’s nothing don’t worry about it.” We also did get only one key with the remote and one valet parking key.
So that’s our experience with your dealership and with your people. I wonder why am I even writing this? I think because I still want to believe that the person we see on TV telling us about the great experience one should have when buying a car telling the truth and that he really means what he says. We are therefore asking you to make this right. We are asking you to give us that great experience. Unfortunately, I can’t ask you for the tears of my wife back. But perhaps you can do something about the car. Respectfully,

Miroslav

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Herb Chambers Customer Service Reviews 2009

Kishani – Westborough, MA
Categories: Sales Dept., Service Dept.
Posted on April 30, 2009

4/29/09

Hello Mr. Chambers

I am very happy to write to you regarding the dealership that I visit to take care of my car-the Westborough Honda dealership.

Mr. Abdul Khalid sold my husband and I, two new vehicles last year.

I purchased a 2009 Honda Accord and my husband Kevin, a Honda Pilot. We were both very happy with Mr. Khalid and will readily recommend him to more potential customers. Mr. Khalid was very helpful and went out of his way to provide both of us with information and get vehicles we both enjoy driving.

I never thought I’ll see the day when I would say, ” I love my Honda.

I feel I am being unfaithful to my Audi TT”. Mr. Khalid did a graet job of finding a car that fitted my travels.

I am also very happy about other personnel as well.

Mr. Tom Van Fechtmann, the manager for the store from my first visit, made me feel welcomed. He and other staff members collectively made Honda an easy place to visit and get my car serviced and cared for. My car had a small issue that came up, and Mr. Van Fetchtmann went out on a limb to fix the issue. I was very impressed by his commitment to provide service excellence.

Today, Mr. Allon Swift, much like his name, got me in and out of the dealership after grade B type service on my Accord.

Overall, I am very happy regarding the service that is provided at the Wesborough location. I have found that the personnel at the dealership to be friendly, efficient, provides quality work and to be extremely professional.

Thank you.

Kishani

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Herb Chambers Customer Service Reviews 2009

Diane and Brad – Westboro, MA

Sales
Posted on April 30, 2009

We recently purchased a new honda from you at the westboro dealership. We would like to compliment your sales person, Dan Dubay. From the beginning we liked him.. His professionalism, kindness and genuine concern of us went a long way. Please thank him for us.. My son wanted us to deal with Bernardi’s but we stayed with Herb Chambers because of him.. We have already let a lot of our friends know this..

Thank you and have a wonderful day.

Sincerely ,

Diane and Brad
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Herb Chambers Customer Service Reviews 2009

AnneMarie and James – North Providence, RI

Posted on April 30, 2009

I JUST WANTED TO SAY AFTER SPEAKING WITH YOUR ASSISTANT NICOLE
TODAY, MY FAITH IN YOUR COMPANY HAS BEEN REINSTATED..YOU HAVE MADE AN
EXCELLENT CHOICE AND SHOULD FEEL AT EASE WHEN YOU ARE AWAY FROM YOUR OFFICE
IN KNOWING THAT NICOLE IS IN CHARGE OF YOUR PROBLEM SOLVING..she addressed
my concerns immediately and listened and explained and im sorry that i was
at fault for not understanding the situation but feel better now that  I spoke to Nicole
Thank You for your time..I don’t feel the need for you to return any calls or emails now that Nicole and I resolved my concerns
Thanks so much for your time

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For more comments and commentary please go to Herb Chambers Reviews – CLICK HERE.

Herb Chambers Infiniti of Westborough – Now Open!

A state-of-the art Infiniti dealership opens today in Westborough its located at the intersection of Otis Street and Route 9.

It is the latest addition for The Herb Chambers Company, who own 45 other dealerships that sell some 25 brands of vehicles in Massachusetts and Rhode Island. In February, The Herb Chambers Company opened new State of the Art Dealerships for his Audi and Porsche Burlington locations.

Herb Chambers Infiniti of Westboro:   34,000-square-foot Infiniti dealership sports a sleek white exterior, high ceilings and hardwood floors. It cost more than $6 million to build.

This is an amazing facility!  The showroom is partitioned by stunning 600-pound mesh steel curtains which gives it an art gallery flair by  providing each of the cars on display its own private mini-showroom. The building includes an 18-bay service area and a customer lounge with Wi-Fi access and a flat screen TV.

In a recent Interview Mr Chambers said “There’s nothing that looks like it. There’s a lot of curiosity about this dealership.”  Herb Chambers remains optimistic.  “Things already are looking better, the first quarter of 2009 was an improvement from the last quarter of 2008.”

The planning for Herb Chambers Company expansion is ongoing – CLICK HERE.  These plans have been in motion for over three years and were developed when the market was strong.   Herb Chambers knows the car industry well and is focused on growth and has a deep commitment to his customers.  “This is an investment for the next 20, 30 years. We know this market is great. There are so many young executives moving in that would be our customers for Infiniti.”

Dave Laliberte, general manager of the new dealership, said “There are already 5,000 Infiniti owners within a 25-mile radius of Westboro. Those customers have had to drive an hour to get their vehicles serviced.” He continued, “Providing service to those customers was the main reason for opening an Infiniti location in Westborough”   The dealership will employ about 25 people with plans to grow to 50 in a year.

Herb Chambers Company sells more cars than any other company in New England, their commitment to growth and customer satisfaction are paramount!  Six years ago, Herb Chambers Company owned 25 dealerships; now he’s at 46.

As mentioned earlier they recently opened Porsche and Audi dealerships in Burlington.  A new BMW location in Sudbury will open in a few weeks in a few weeks, and a Mercedes-Benz dealership in Natick next year.

Herb Chambers company is committed to growing their profile on the Route 9 strip with plans already in the works to open yet another dealership in Westborough.

Herb Chambers is also committed to repairs and pre-owned business development and recently opened a new state of the art Herb Chambers Collision Center in Braintree - CLICK HERE for more details. There is no doubt The Herb Chambers Company has momentum his customers can rest assured they are going to be there to take care of them!

Come down to Herb Chambers Infiniti of Westborough today and test drive an Infiniti !  Visit our showroom today or find us online by CLICKING  HERE.

Herb Chambers Infiniti of Westborough
312 Turnpike Road, Route 9

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Herb Chambers Dealers – CLICK HERE

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Herb Chambers Reviews – CLICK HERE.

Herb Chambers commitment to meet goals!

The Promise of Spring Kept; 2009

Just a few months ago; I mentioned that we at Herb Chambers, were approaching the New Year at “full-speed” proceeding with several exciting new construction and facilities renovation projects. Well, here we are in early 2009 and we are proud to announce two new facilities up and running! They are Herb Chambers Porsche of Burlington & Audi Burlington — a brand new 40,000 square foot dealership built to house some of the world’s finest luxury sports and performance cars and Herb Chambers Ford Truck center, an all new 70,000 sq. ft. truck service and collision center with a state of the art body shop.

These two facilities are simply amazing; one designed to showcase some of the world’s most exciting and advanced automobiles; while the other is designed to provide the best possible care and repair of both cars and trucks that have been involved in collisions.

If you’re a sports car or luxury vehicle aficionado there’s no better place to experience and test drive some of the world’s most practical yet spirited sports & luxury automobiles, than Herb Chambers Porsche of Burlington & Audi Burlington. Our goal here was clean elegance and to showcase high performance machines like nowhere else. The architectural “mirror glass” façade and sleek show room interior complete a perfect sun-lit showcase to introduce the new automotive sports/luxury masterpieces of our age. These vehicles though exotic– are really well mannered everyday drivers in every sense of the word. If you can imagine yourself (even for a moment) driving one these rolling sculptures; you owe it to yourself to visit our newest showrooms in Burlington. If you currently own a Porsche or Audi, we invite you to visit our new facility and experience service of the highest level. Where you purchased your vehicle makes no difference, we would like to take care of it for you. You will be impressed!

If your car or truck has had an unfortunate “tangle” with another vehicle or just needs some sprucing up; we’d like to draw your attention to Herb Chambers newest Ford Truck center and complete Collision Facility servicing all makes & models of cars, trucks & SUV’s.

We went all out here as this enormous facility has absolutely everything needed to make your damaged vehicle as good as new including the newest state of the art paint booth facilities to make your vehicle really shine! In addition, it’s really cavernous (70,000 sq. ft!!!) … with more space to simultaneously repair more vehicles indoor than anyone else!!! The latest in clean air equipment is used to provide the best environment for our craftsmen. This is all in addition to our other 3 world class body shops & collision centers in Danvers, Providence AND Ashland.

True to our word, these facilities are already humming with activity and serving Herb Chambers customers from all over New England. Stay tuned and we will keep you posted on several other projects nearing completion…talk with you again soon!

Sincerely,
Herb

Please visit these other Herb Chambers Related Websites!

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE.

Herb Chambers Reviews – CLICK HERE.

Herb Chambers Collision Center Braintree, MA

Herb Chambers Opens a New Collision Center in Braintree, MA.

The Herb Chambers Companies are growing!

A new collision center and truck repair garage opened recently on Lundquist Drive in Braintree, it represents the Herb Chambers Companies fourth and biggest service center.

The former Braintree warehouse now contains 44 body shop repair bays and 16 repair spots for commercial trucks and buses. There are plans to hire twenty more technicians for the center which opened last month.

The collision center that was operating on Washington Street is now closed.  In recent years, a number of local Ford Dealerships closed their doors which lead to a steady increase in repair business for Herb Chambers.

The Lundquist Drive Building is 78,400 square feet and was purchased two years ago by the Herb Chambers Companies for three million dollars. An estimated five million was spent in converting the space into a state of the art collision center and truck repair shop.

This collision facility is far from ordinary; it provides a more modern environment than most body shops.  Windows for natural light, vacuum hoses area attached to the tools that sand vehicles to allow for scrubbing dust particles out of the air.

Every aspect of the operation is equipped with the most up to date computerized diagnostic equipment to help technicians straighten frames or match paint to cars’ original colors.  Office space is available for insurance appraisers to use to fill out reports.

The Herb Chambers new collision center will also be used to expand a growing heavy truck repair business. Over a half a million dollars was spent to elevate the roof of the building to accommodate box trucks and buses. The truck repair facility replaces the one on Wood Road, which has a lease that expires in May.

Maximizing the use of the space; part of the building will be used to store new vehicles such as Ford Mustangs with accessories that are frequent targets of thieves when parked outside at a dealership.

The Herb Chambers Companies is expanding in 2009!  In addition to the Somerville-based auto groups 43 dealerships in Massachusetts and Rhode Island.  New dealerships in Westboro and Sudbury are scheduled to open in the next few months.  In February, an all new dealership has opened for Audi Burlington, A Herb Chambers Company and Porsche of Burlington, A Herb Chambers Company located on 62 Cambridge St., Route 3A, Burlington, Massachusetts.

The Herb Chambers Collision center in Braintree is hiring experienced craftsmen to fill painters and metal technicians for the body shop and diesel-certified mechanics for the truck repair shop.

Please visit these other Herb Chambers Related Websites!

Herb Chambers News – CLICK HERE.

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE.

Herb Chambers Reviews – CLICK HERE.

Herb Chambers Dealers 2009

For Herb Chambers 2008 Has Been Full Speed Ahead

Introducing Our NEW Customer Feedback Blog

Herb Chambers Companies have introduced one of the most innovative customer satisfaction initiatives in the industry.  HerbCares.com is aimed to increase an already nationally recognized customer satisfaction program.

A message from Herb about his new customer satisfaction initiative!

Have you ever visited, called or e-mailed a Herb Chambers dealership wishing you could share your experience with the entire world?   Now you can.  I’m proud to announce the launch of www.herbcares.com, our all new blog created for customers like you to post comments and get prompt responses about your experiences ( good and bad)  at any one of our 45 dealerships.

I created herbcares.com for one reason, because I sincerely value your experience at my dealerships.  I’m so passionate about this business and providing extraordinary service to my customers that I want to personally hear about the great experiences customers have.  On the other hand, I also want to know when you have an experience that falls short of your expectations so that I can rectify the situation.

To my knowledge, we are the first automotive group to create a social media site of this kind.  At the Herb Chambers Companies, we are continually striving to bring the industry leading technology and resources to our customers. For me, its’s about earning, maintaining & building  life-long relationships with our customers.   Please visit www.herbcares.com and check it out for yourself.

To direct Feedback, Commentary or Complaints directly to our corporate office,  please CLICK HERE !

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