Tereza Guzman

Dealing with Herb Chambers Toyota of Boston has been, overall, an extremely disappointing experience. • Despite mentioning how little I drive (<1,000 miles/year), multiple times during the sales proce overall, an extremely disappointing experience. • Despite mentioning how little I drive (<1,000 miles/year), multiple times during the sales process, no one even hinted to me that the Prius wouldn't be the right car for me. Instead, I ended up with a car that forced me to completely change my driving habits - just to keep the battery charged. • The few times I was forced to bring the car in (or have it towed in) for service, the people in the service department were rude and dismissive - particularly Sean Cho, who was downright arrogant. Theresa was friendlier on the surface, but still made it clear that any problems with the car were my doing. • The dealership has no loaner cars, which is completely insane. Herb Chambers Mini, in marked contrast, is extremely generous with loaner cars, but everything about the customer experience there is vastly superior to what it is at Herb Chambers Toyota. • When I initially called to inquire about the offer to buy my car for your pre-owned inventory, Osamu intervened and told me to ignore the offer. When I replied to his text, he led me to believe that the offer didn't apply to leased vehicles, which I later learned was not true. • When I attempted to make a deal with Adam to transition to a Corolla Hatchback XSE, each of the written proposals was considerably costlier than the verbal agreements he and I had made over the phone. This was after he tried, more than once, to sell me a car I told him repeatedly that I didn't want (the Corolla XSE sedan). These are not the actions of a dealership that cares about its customers. I understand that the Prius is meant to be driven. This requirement should have been clearly communicated to me before I leased the car, but it wasn't. Had it been, I would not have leased the Prius (or any Toyota hybrid). That I was not informed about the need to drive the car much more than I would typically drive, is on you. It can also be described as deceptive (the legal definition) because you failed to tell me relevant information regarding the Prius. The whole Corolla Hatchback negotiation debacle is also on you. Not only is "bait-and-switch" illegal, it's also offensive and sleazy. More

Report | Print

Regarding an inspection performed by Gerar Alamo. We’ve been a customer here for over four years. We bought our Toyota from this dealership and have consistently returned for maintenance, service, We’ve been a customer here for over four years. We bought our Toyota from this dealership and have consistently returned for maintenance, service, and annual inspections. This place has always been a top choice for us, partly because of the ToyotaCare Pre-Paid Maintenance plan and partly because of the convenience of the Boston location. Both service advisors, Tereza and Sean, have always been very helpful and welcoming. However, the quality of work performed by Gerar Alamo during our recent visit raises a great deal of concern about the quality of work, safety, and whether the work meets the state inspection requirements. The work was done in a very haphazard way. It got to the point where we’re not even sure whether the printed service sheets accurately reflect what was actually checked, or if boxes were simply being marked off to get the job done quickly. • The next service date/mileage sticker placed on our windshield is illegible. If such next appointment reminder is unnecessary, then it should be discarded. However, the illegible date and mileage causes confusion and is extremely misleading for a layman driver. We assume most customers here are regular drivers (not mechanics), therefore, would be confused and misled by this written mileage and date just as we are. This illegible reminder sticker was placed just to check a box, not to remind the driver. This is quite sloppy. • The video summary sent to us was incomprehensible — the tech was mumbling the entire time. It was obvious he only recorded the video because he was required to do so. Herb Chambers management should require him to do these videos with actual effort, not just do it to just get it done. There’s a big difference. • The tires were left at 32 PSI and were not topped up. It appears that he only inflates tires when they fall below the minimum functional pressure. This is unacceptable. • And equally concerning: the annual inspection sticker (which stays on the windshield for a full year) was applied crooked, and the old adhesive residue from last year’s sticker wasn’t even removed. Aligning the sticker would’ve taken three seconds to do it properly. This personnel did not even have enough care for this task. To make sure we weren’t overreacting, we looked at roughly 45 other cars in our condo building’s garage and multiple cars on the street throughout the week, likely totaling 500 cars. Not a single car had a crooked inspection sticker or leftover residue. Only ours — and perhaps others inspected by Gerar Alamo. This should not happen at a professional service center, especially one under the Herb Chambers name. Management really needs to retrain the personnel responsible. This level of sloppy work reflects poorly on the dealership’s overall reputation. We went back and spent nearly two hours trying to fix the sloppy work performed and was disappointed to find out that the haphazardly placed inspection sticker could not be fixed. This will remain crooked for the next 12 months all because of Gerar Alamo‘s sloppiness. More concerning, the pattern of sloppy work describes above likely suggest a sloppy careless state inspection performed — just to complete the task. This raises safety concerns and management should do something about this. This review applies to the inspection performed by Gerar Alamo, assuming he was the one who handled all of the above. We look forward to hearing how management plans to address this. More

Report | Print

Great service. Tereza was very helpful and our technician got our really old beat up Sienna minivan with almost 240,000 miles back on the road for us. I’d recommend Tereza was very helpful and our technician got our really old beat up Sienna minivan with almost 240,000 miles back on the road for us. I’d recommend this place for service to everyone More

Report | Print

The work on my car was great, solved my issue with the low tire pressure light and tuned up the car. Runs like new even though it is 12 years old. low tire pressure light and tuned up the car. Runs like new even though it is 12 years old. More

Report | Print

Have been with this shop for more than 20 years, two cars, all decent works! Will come back again. cars, all decent works! Will come back again. More

Report | Print

Bad services misleading customers from service advisor to managers. Recommend unnecessary works cost thousands of dollars. I recently had a highly dissatisfactory experience with service advisor Tereza Guzm managers. Recommend unnecessary works cost thousands of dollars. I recently had a highly dissatisfactory experience with service advisor Tereza Guzman. Her recommendations were deceptive and misleading, suggesting that I pay over $4200 to replace almost the entire exhaust system. I declined to follow her advice and was then charged a diagnostic fee of more than $200. It is worth noting that no actual diagnostic work was conducted, as the condition of the exhaust system is visible to the naked eye and her recommendations were incorrect. In reality, I only needed to replace the rusted bolts, nuts, and gaskets, which would have cost less than $200, including parts and labor, at an independent mechanic's shop. I also had previously encountered an instance where I felt misled by her, and another situation arose where she refused to honor a discount oil change coupon, incorrectly stating that my vehicle necessitates synthetic oil, thus invalidating the coupon, whereas I was aware that my car operates on conventional oil, which I had used during a prior service at her dealership. More

Report | Print

Service was excellent- I waited for my car for 3 hours which was expected. My ONLY complaint is the amenities - poor coffee pod and tea selection, out of regular breakfast tea and regular coffee choices which was expected. My ONLY complaint is the amenities - poor coffee pod and tea selection, out of regular breakfast tea and regular coffee choices - no snacks - I used to go to Herb Chambers in Danvers and they have amazing coffee machines, great tea selections and always some nice munchies - I know this is a frivolous complaint but thought I would share. Other than that the people are exceptional as is the service. Thanks More

Report | Print

Brought in my car for maintenance. Pleased with the work done. The snacks and hot drinks are a plus while you wait for your car. Pleased with the work done. The snacks and hot drinks are a plus while you wait for your car. More

Report | Print

Good service good attitude Teresa doing good job thanks everybody for good attention thanks again everybody for good attention thanks again More

Report | Print

THEY ALL ARE VERY EFFICIENT. I REALLY APPRECIATE THEIR TRUE PROFESSIONALISM . THE SERVICE WAS EXCELLENT !!! I REALLY APPRECIATE THEIR TRUE PROFESSIONALISM . THE SERVICE WAS EXCELLENT !!! More

Report | Print