Herb Chambers Honda of Burlington

On Monday morning, June 29th 2009, I dropped off my 2007 Pilot for service at Burlington Honda. I called about 4:00pmish to schedule a pickup from the YMCA that is less than (2) miles from the dealership. Pilot for service at Burlington Honda. I called about 4:00pmish to schedule a pickup from the YMCA that is less than (2) miles from the dealership. I was informed that they don't do pickups. I found this to be odd seeing that they do drop offs in the morning and that Cambridge Honda have runs throughout the day. I asked if they could make an exception due to having my (7) year old daughter with me. It was 80 degrees outside during end of day traffic and along busy streets. I was told that it was nothing that they could do. It was even suggested to me to either rent a car or get a cab. I was shocked by this response because I do know that exceptions have been made for other customers in the past. At this point, we just decide to walk the (2) miles from the Y to the dealership, with our bags, after she was in the sun all day at the Y's outdoor camp, carefully alongside the busy traffic in the street. After taking the (2) mile walk in the hot sun after a full day of camp and work, we had gone to the reception area to pay the bill and to get our keys. Normally, after getting the car serviced, it is waiting out front or someone tells us where the car is. Well, the car wasn't out front and the receptionist didn't tell us where the car was located. So, we go outside only to find the car barricaded by a host of other vehicles. After this insult and inconvenience, I was not able to get my exhausted child in the car and home for some rest and dinner. So, I had to go back to the reception area and ask them to move the other cars so that I could leave. After getting us situated in the car to go home, I see the Cambridge Honda plate bracket lying next to the passenger side seat on the floor. One of Burlington Honda Staff took the bracket off without a phone call indicating they were going to do so, nor left a note as to why they did it. I contacted the Honda Facilitator, Laurie, when I got home and told her what had happened. She was sympathetic and confirmed that they have made exceptions in the past and picked up people and that she would have done it herself. She told me that the service manager will follow up with me in the morning. I spoke with John Flannery the following morning. He apologized for my bad service experience and stated that he was short of staff yesterday. We had a pleasantly toned conversation and I expressed that I was shocked and disappointment at the level of customer service from Burlington Honda. I was just in his showroom about a month ago, working with a salesman, looking to trade in my 07 Pilot and get a new 09 Pilot. He told me he understood if I got the vehicle from somewhere else and hope that this experience won't happen to anyone else again. Other than a 'sorry for the experience' and a 'thank you' for calling regarding the experience, that was it. That is how we left the communication. Not once did he comment on the awful treatment to my seven year old daughter who was an innocent, tired, hungry child that had to go through this. I am from the Midwest. And, there aren't too many places in the Midwest that would come close to allowing this behavior to be acceptable representation of their company. When we first moved here, we moved to Lexington and purchased our Pilot from Cambridge Honda. We have moved and the Burlington Honda is closer. Despite being told by neighbors, colleagues and friends that we shouldn't go to any Herb Chambers dealership for anything, I was fine taking a chance with the Burlington Honda dealership. Now, I can see how they have developed this reputation. So, instead of being a satisfied customer and telling people that this experience was different and that they should give you a try, I will be another HIGHLY dissatisfied and unappreciated customer willing to go out of my way to a further dealership so that I don't have to deal with another unfortunate and troubling customer service experience. I also sent an email to the General Manager, Gerry Salois as well as to Herb Chambers and didn't hear back from either one of them. More

There is a real sense of caring for the customer. They are polite and very accomodating. Service on my car has met high expectation. John Silva service agent provides the knowledge, courtesy, and respec are polite and very accomodating. Service on my car has met high expectation. John Silva service agent provides the knowledge, courtesy, and respect for a customer. There is a sense that he really cares. John is an asset to Herb Chamber Dealership. The manager at the Service department appears to be a calm, knowledgeable and fair business man. More

We visited other dealers and got the runaround and the pressure of buying which made it a not so pleasent experience. When we got to Herb Chambers we were met with friendly and courteous salesman Angel Is pressure of buying which made it a not so pleasent experience. When we got to Herb Chambers we were met with friendly and courteous salesman Angel Isales and manager Rick Visconte who answered all of our questions and helped us find the vehicle we wanted. In no time at all we had done the paper work for the new car, traded our old car in,which we got a very good price fo. We came back the next day and they had the car all cleaned, ready to go,insurance,sticker,and they showed us how to use every feature of the car. If and when we get another vehicle we'll be back. More

I was interested in the Honda Civic Hybrid so I test drove it and even though I wasn't completely sold on the car I was curious to see how much they were selling for (hybrids tend to have a markup when drove it and even though I wasn't completely sold on the car I was curious to see how much they were selling for (hybrids tend to have a markup when gas prices are high). When the salesman came back with numbers, I decided that I wanted to go home and think about it - so he got angry at me because he went through the two minute process of looking up the price of the car and I didn't want to buy the car right then and there. So sorry that I wanted take more than 5 minutes to decide about spending $23K. He could have cared less if I was happy with the car. He just wanted a sale. I won't go back to Herb Chambers for anything. More

Thanks to the personal attention of my sales agent, Miguel Coelho I am very pleased with Herb Chambers Honda and the car I drove off their lot with. Miguel was so accomodating.I never felt pressured or Miguel Coelho I am very pleased with Herb Chambers Honda and the car I drove off their lot with. Miguel was so accomodating.I never felt pressured or rushed even on a very busy weekend. He patiently answered every question I had with tact and professionalism. He anticipated my needs and offered recomendations and useful suggestions. He seemed to know exactly what I was looking for and efficiently and pleasantly put together a whole package that was a perfect fit for me. I would not hesitate to recommend a family member, a friend or anyone in need a new car to make Herb Chambers Honda and especially Miguel be their first and last stop. Greg Perrotti handled the financial end of my transaction. In what would normally be the stressful and unpleasant part of car buying, Greg kept the atmosphere light hearted, yet informative and professional. With his expertise, easy manner and attention to detail, Greg clearly explained my options and answered my questions and finalized all the paperwork. He made it seem an effortless and pleasant purchase experience. Both these gentleman deserve kudos for the terrific job they did! More

Baaaaaaaaaaaaad. I left a complaint on the Better Business Bureau - I went in wanting a Honda Accord, silver color, and the salesman makes me test drive a navy blue Honda Civic. After I'm done, the f Business Bureau - I went in wanting a Honda Accord, silver color, and the salesman makes me test drive a navy blue Honda Civic. After I'm done, the final asking price is around $20K, with monthly payments of $380, and he states "we made you a great deal." A great deal? My current payments are $296, that's NOT a deal. High pressure sales with "this deal needs to be made before 9PM today." I said, "Oh, really, why... is the dealership moving out of the country? I'm shopping around, so thanks for lying, but a deal doesn't need to be made before the close of a business day." And the sales manager, Senee O'Connell, nice try - he says "your car depreciates in value every day it's on the road." Nice try! It depreciates in value each year a newer model of the car comes out. I hate when male leasing consultants try to think they can pull the wool over the eyes of females, because yes, we are more vulnerable when we shop for cars versus men. I wrote a letter to Herbert Chambers, so let's see if he takes it seriously when his employees are acting like this. More

I went in to purchase a car with a trade-in. After being unable to agree to a price, they asked if I would purchase right now for a specific price. When I agreed, the sales manager comes over and tells me unable to agree to a price, they asked if I would purchase right now for a specific price. When I agreed, the sales manager comes over and tells me that I look like a reasonable person. He says that cannot sell it to me at that price as he will not take a loss. I walked out. After a week I increased my offer which was still not acceptable to them. I said that is fine as I was willing to wait it out. After 2 weeks, Miguel calls me and verbally agrees to the price after trade-in over the phone and agrees to meet me at the dealership at a specified date and time. When I show up, Miguel is missing. His sales manager did not honor the price agreed to by his sales person. I walked out again. You can get way better deals at places other than Herb Chambers of Burlington if you do your homework. I would NOT recommend this dealer. More

I was turned off with the sleezy sales tactics. Went with an appointment, the person didn't meet me, delegated me to another lady. Was shown color options on honda.com site instead of a real car. Their reaso an appointment, the person didn't meet me, delegated me to another lady. Was shown color options on honda.com site instead of a real car. Their reason: their inventory lot is in charlestown. OK. TheTradeInHole : the trade in was upraised as 900$. As I wanted to go home & consider my options, here comes the WhatWouldItTakeYouToBuyToday pitch. I quote "If I knock off 2000$ off the final price, would you buy today?" Now you figure how, how much is the new car & how much is the used car worth. That was it for me. More

I bring my 2001 Honda Accord to have regular oil change in this dealer for several years. The last one is about one month ago. Not too long after the oil change, my oil light starts to turn on on a long in this dealer for several years. The last one is about one month ago. Not too long after the oil change, my oil light starts to turn on on a long road trip. I had a inspection at a local autoshop. It turns out the oil stick had no sign of oil and there are blobs of glue around the oil drain plug. I got back to this dealer' service department and their explaination was that in the last oil change, the thread was damaged, so they just covered it with glue and hoping to fix this on my next visit. They don't even mention this in their service report or letting me know I should find time to replace this soon. What kind of service workmanship is this? I don't expect this from a dealer service department. They even want to charge me over $700 for replacing the oil pan. My advice to others: Think twice to go there for service! More

This was my second experience with Herb Chambers, but my first with Herb Chambers Honda of Burlington. I did most of my offer and quote work via e-mail and over the phone. I was looking for a specific vehic first with Herb Chambers Honda of Burlington. I did most of my offer and quote work via e-mail and over the phone. I was looking for a specific vehicle of a specific color and this dealer was the only one in the area with that had one in stock. I was not interested in a dealer swap, which was offered by many other dealers. I spoke with Lindsay over the phone. I told her the specifics of what I was looking for and she searched her inventory. I was pleased to hear she had one in stock. I sent her e-mail quotes from other dealerships and she came back with a quote of about 500 dollars higher. We eventually negotiated the price down $200.00 and I drove to the dealership to make the deposit. When I arrived to the dealership I asked for Lindsay. She greeted me in the showroom and thanked me for my business. She was courteous, professional and very friendly. She explained that Sergio would help me and close the deal. Sergio, like Lindsay, was helpful, professional and pleasurable to work with. He was clear, concise and accurate with all of the information that he gave me. I did not feel pressured or given any erroneous information. Nor do I feel I was the victim of the bait and switch tactics that plague many car dealerships. The price given on the phone was the price I paid...excluding the obvious title, tax and registration fees which were to be expected. Once finished in the showroom, I was brought into the finance office and sat with Greg P. (there are two Greg’s that work in finance at this dealership). Greg's service paralleled that of Lindsay and Sergio. He was attentive and listened to what I wanted and expected. I was originally approved for a finance rate higher than I was willing to sign for. I expressed my concern and told him it was unacceptable. I told him the rate that I would accept, and by the next morning (I arrived late Friday night) I was approved. We discussed the other back-office products (extended warranty, tire insurance etc.) I purchased Venture Shield (which I intended to before arriving at the dealership) and told him I was not interested in anything else. He was very receptive and was more informative than an aggressive finance office salesman. The car was at Herb Chambers port in Charlestown. Sergio left immediately after our dealings to go pick up the vehicle and take it to the dealership, though I left prior to him returning. I came in the very next day (Friday) to give my agreed upon down payment. I was greeted with the same friendly manner by both Sergio and Greg, who both remembered my name. I did not see Lindsay, though I believe she works in the offices on the second floor of the dealership. Sergio brought my car to the front of the dealership so that I could see it before leaving. I have a demanding schedule and sent Lindsay an e-mail on the following Monday to ask when the car would be ready for pick-up. I received a reply within 5 minutes which read that Venture Shield was already installed and that Sergio was on his way back to the dealership with the title in hand. She gave me Sergio's cell-phone number (at his request) and I called him to inquire when the vehicle would be ready. To my surprise, he said tonight. I am going to pick up the vehicle this evening and could not be happier with the service that I received from Herb Chambers Honda in Burlington. Call and ask for Lindsay…or walk into the dealership and ask for Sergio. More