Brian Matthews | Page 7

POOR QUALITY LEXUS DEALER AND SERVICE Brought my car in for service from the day I bought this car, they did all the maintenance on this car today they tell me I need brake pad and Rotors Brought my car in for service from the day I bought this car, they did all the maintenance on this car today they tell me I need brake pad and Rotors at 11,000 miles , 11,000 miles I have yet to meet anyone on this earth who needs that at 11,000 miles...so every 11,000 miles I need new Rotors poor quality for lexus and poor people skills and service for this service department. More

Report | Print

Thank you Brian Mathews My family would like to extend our sincere gratitude and thank you to Brian who was so efficient and helpful in solving our lexus problem in such a ti My family would like to extend our sincere gratitude and thank you to Brian who was so efficient and helpful in solving our lexus problem in such a timely manner.We lived 82 miles from Sharon and so Brian had someone drive all the way to our place in Hadley ma and take our car to be looked at again when we reported a noise problem.While our car was taken to be looked at we got a brand new 2018 Lexus for to commute to work.This was such a rare and generous service that we recieved and we will always go back to Herb Chambers in Sharon for our car needs.Thank you Brian once again for everything and Wish you a very happy New Year from our daughter and from me and my wife. We cannot thank you enough. Urgen Chomphel Haldey ma More

Report | Print

Ronni, Brian, Les - The Best! I purchased a Lexus RX450h from Les, and he made what is usually a difficult process both easy and pleasant. He was pleasant yet professional - and mo I purchased a Lexus RX450h from Les, and he made what is usually a difficult process both easy and pleasant. He was pleasant yet professional - and most of all, patient. Yesterday, I brought my car in for a simple fix and tutorial, unannounced, and Ronnie Travers and Brian Matthews arranged for me to be treated as a VIP! I don't feel worthy, yet they consistently attend to customers' wants and needs - even when swamped with more important things to do! I am very appreciative of all the courtesies and efforts I've received at Herb Chambers Lexus in Sharon; I hope everybody I value realizes all the rumors which seem "too good to be true" about this dealership are, in fact, spot on! More

Report | Print

Superior service...but only for some. I expected my experience at one of two of the largest vehicle dealers in the Massachusetts to be a good one. However, the service I received after pur I expected my experience at one of two of the largest vehicle dealers in the Massachusetts to be a good one. However, the service I received after purchasing a used vehicle from Herb Chambers Lexus of Sharon was abysmal, so bad that after seven months of owning the vehicle I resigned myself to ordering/purchasing brand new vehicles from both Audi Burlington and Tesla. Given that I purchased a four-year-old Volkswagen from a Lexus location, I entered the dealership knowing that I would not be a priority sale. But my hope was to receive the same level of service given to customers who walk in the door to spend $50,000 on a brand new Lexus brand vehicle. My intent was to complete a quick and easy $13,000 cash sale on a vehicle for a family member, but despite my ability to line up $13,000 cash in a matter of days (even as another dealership withheld $10,000 for a vehicle which they sold to me without a valid title), I was treated with very little respect beginning immediately after the sale. To begin, the dealership did not complete repairs as promised prior to and as a condition of sale. Nick Salem (my Sales and Leasing Consultant) immediately passed me off to Brian Matthews (Service Manager) and Eric Graf (Service Director) the first time I had concerns about how he had failed to followed through on repair tasks promised as a condition of sale. From there Brian attempted to assist me, but cost me hundreds of dollars in transportation costs and missed business throughout a repair process which, after waiting 4.5 hours for a bulb replacement I was told would take 2 hours maximum, I was sent away with the issue unresolved. Though they did provide me with a loaner vehicle, it eventually cost me 4+ hours for pick-up/drop-off procedures. When I brought up my entire list of concerns with Brian, he passed me off to Eric. From there, Eric's effort to resolve my issues entailed one 20-minute phone call in which he deflected responsibility for each one of my concerns and refused me when I asked that he at least fix items that were promised to be fixed as a condition of sale. During this conversation, I promised that if Brian and Eric saw to it that my concerns were properly resolved, I would be back by the end of the year to purchase a new model year Lexus for myself. I never heard from either gentleman after that. My most recent attempt to resolve my concerns involved an e-mail to Nick Salem, Brian Matthews, Eric Graf, Tom Rizzitano (General Sales Manager), Johnny Saghbini (Pre-Owned Director), Don Xu (Sales Manager), and Niko Kotsiopoulos (Sales Manager). In this e-mail, I requested mainly that they provide a loaner vehicle for me while my vehicle is out of commission, which I was told before AND after sale is their policy anyway. None of the recipients of this e-mail have responded. Nick Salem has not returned a single voicemail or e-mail since immediately after the sale, and immediately prior to my bringing concerns to their attention; he should rethink his failing approach to "client relations." In this instance, I believe Herb Chambers employed a tactic of deflection, and that they were careful not to inform me of my rights under my warranty and under Massachusetts Lemon Law, as they took their time in addressing my issue, thereby "waiting out" the expiration of my warranty and my rights under the Lemon Law. After eight months, the vehicle is back in the shop with a dead engine after having been through a $4,000+ warranty claim just two months ago for the exact same problem. I have tried in vain for six months to communicate my intent to resolve some of my issues fairly and in a way that would render me a repeat customer, and all I have to show for it is a dead $13,000 cash investment and a slew of ignored phone calls and e-mails to Herb Chambers. Don't come here expecting good service unless you are an affluent or high-net-worth client intending to hand over a minimum of $40,000-50,000 for a brand new vehicle; and NEVER purchase a vehicle from a Herb Chambers dealership that does not expressly sell and service the particular vehicle make you are seeking to purchase. I will never buy from them again (not that they care). More

Report | Print