Herb Chambers Hyundai of Westborough

On [redacted] I purchased a 2012 [redacted] On [redacted] the stereo/blue tooth system ceased to work. After bringing it in for service on [redacted] it was determined by the dealership that it needed to be replaced. I explained to them that since I have only owned this vehicle for 4 months, that I would like them to stand by their product/sale and replace the system at no charge to me. I was then told that [redacted] has a [redacted] program and that they would call them to see if it could be covered. On [redacted] they called me back and said that [redacted] would do a 70/30 split with me and that my cost would be [redacted] but that would include labor and all costs. I then called the sales office to speak to my salesman to see if anything could be done. I was told that he no longer worked there and that the [redacted] could help me. I explained my situation to him and he said that the only people who could make a decision about not charging me were his boss who wasn't in and the [redacted] He assured me that he would speak to them and phone me back the next day [redacted] Since I did not hear back on [redacted] I called him the next morning [redacted] and was told he was not in that day so I left a message. After no return call by the end of the day on [redacted] I called again and spoke to the [redacted] he assured me he was working on it and would get back to me by the end of the day. I have heard nothing since that conversation. I am disappointed in the customer service and the fact that they wanted to charge me for replacing an obviously faulty stereo/blue tooth system. I feel like I have gotten the run around from this dealership and am very frustrated with the obvious lack of care for the customer after they drive off the lot.Desired SettlementI would like [redacted] and this dealership to replace this stereo/Bluetooth system with no cost to me, given the fact that it is a 2012 vehicle and I have owned it for only 5 months. I feel the system was defective. I would actually like to see some decent customer service from them.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]We have reached out to the client. Ms. [redacted] will not be charged for the stereo or bluetooth unit. We are also cancelling her current warranty and replacing it with a more encompassing warranty at no cost to her. The parts have already been ordered and we expect them to arrive Tuesday or Wednesday.Sincerely,[redacted]Herb Chambers Hyundai of WestboroughConsumer Response although Herb Chambers Hyundai of Westborough has fullfilled their commitment to replace my radio free of charge, they have not worked with me to obtain a more comprehensive warranty as they stated they would in their response. I did not repsond right away to my original complaint because they told me that it would take a couple of weeks to get the paperwork in order, this was told to me in the beginning of February and I was giving them the benefit of the doubt as I trusted they would take care of it . Since then I have heard nothing from them. I have sent emails inquiring about the status of the new warranty and they have gone unanswered. Final Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]To whom it may concern,We absolutely intend to provide Ms. [redacted] with a more emcompassing warranty. We sent a warranty cancellation form upon reciept of the initial complaint. We are waiting to recieve the signed warranty cancellation form returned from Ms. [redacted], which is required to put the new warranty in effect.

On [redacted] I purchased a 2012 [redacted] On [redacted] the stereo/blue tooth system ceased to work. After bringing it in for service on [redacted] it was determined by the dealership that it needed to be replaced. I explained to them that since I have only owned this vehicle for 4 months, that I would like them to stand by their product/sale and replace the system at no charge to me. I was then told that [redacted] has a [redacted] program and that they would call them to see if it could be covered. On [redacted] they called me back and said that [redacted] would do a 70/30 split with me and that my cost would be [redacted] but that would include labor and all costs. I then called the sales office to speak to my salesman to see if anything could be done. I was told that he no longer worked there and that the [redacted] could help me. I explained my situation to him and he said that the only people who could make a decision about not charging me were his boss who wasn't in and the [redacted] He assured me that he would speak to them and phone me back the next day [redacted] Since I did not hear back on [redacted] I called him the next morning [redacted] and was told he was not in that day so I left a message. After no return call by the end of the day on [redacted] I called again and spoke to the [redacted] he assured me he was working on it and would get back to me by the end of the day. I have heard nothing since that conversation. I am disappointed in the customer service and the fact that they wanted to charge me for replacing an obviously faulty stereo/blue tooth system. I feel like I have gotten the run around from this dealership and am very frustrated with the obvious lack of care for the customer after they drive off the lot.Desired SettlementI would like [redacted] and this dealership to replace this stereo/Bluetooth system with no cost to me, given the fact that it is a 2012 vehicle and I have owned it for only 5 months. I feel the system was defective. I would actually like to see some decent customer service from them.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]We have reached out to the client. Ms. [redacted] will not be charged for the stereo or bluetooth unit. We are also cancelling her current warranty and replacing it with a more encompassing warranty at no cost to her. The parts have already been ordered and we expect them to arrive Tuesday or Wednesday.Sincerely,[redacted]Herb Chambers Hyundai of WestboroughConsumer Response although Herb Chambers Hyundai of Westborough has fullfilled their commitment to replace my radio free of charge, they have not worked with me to obtain a more comprehensive warranty as they stated they would in their response. I did not repsond right away to my original complaint because they told me that it would take a couple of weeks to get the paperwork in order, this was told to me in the beginning of February and I was giving them the benefit of the doubt as I trusted they would take care of it . Since then I have heard nothing from them. I have sent emails inquiring about the status of the new warranty and they have gone unanswered. Final Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]To whom it may concern,We absolutely intend to provide Ms. [redacted] with a more emcompassing warranty. We sent a warranty cancellation form upon reciept of the initial complaint. We are waiting to recieve the signed warranty cancellation form returned from Ms. [redacted], which is required to put the new warranty in effect.

My front and rear bumper needed Simoniz Glasscoat reapplied. When I went to pick the car up it was scuffed and scratched.[redacted] repaired my car back in [redacted] of [redacted] They replaced my front bumper and repainted the back bumper. When I drove off the lot my car look like new, like nothing had ever happened. My car has a product called Simonize Glasscoat on it. I needed the Glasscoat reapplied to the front and rear bumper. I was told by Herb Chambers of Westborough ([redacted]) that I could bring the car in and get it reapplied free of charge since it was covered under the warranty. I brought the car in late night on [redacted] and left the key with the girl at the sales desk. I called on the [redacted] to find out the status of my car. I was told that accident repairs were not covered under the warranty. I told them [redacted] told me it would be free of charge. They said they'd call me back after they find out what's going on. I received a call back from the service department manager. He told me it was a miscommunication and they will reapply the Glasscoat free of charge. Herb Chambers called me on [redacted] to tell me my car was all set to go. My fiance and I went to pick the car up. Annya was very sweet and apologetic. She said that there were 3 new girls working in the office and they gave me the wrong info. It's a new product and EVERYONE is getting use to it she told me. My fiance went out to look at the car. They kept it in the garage cause "the Glasscoat is new". Now I know that to not be the case. They just didn't want me to see it in sunlight. My fiance and I went around the car and saw a very deep scratch under the light on the front drivers side and a bunch of circular scratches across the entire front and rear bumper. They left a buff burn on the rim of my trunk which they had no buisness touching to begin with. The Herb Chambers employees insisted that they do not use a buffer and said they had it on camera. They also insisted that all the marks we're looking at we're going to come off when you polish it. that was obviously not the case as my fiance, employees and I walk around the car and tried to get some of the scratches off. I told my fiance I don't know what to do should I leave it here? I called Westborough Buick since they were the ones that originally fixed it (and did a wonderful job). While I was on the phone with Buick a service worker from Herb Chambers came out and said, "give us 20 minutes with it and we'll fix it". Scared that they would do more damage I said "no" Westborough Buick said I should bring it to them. I felt much better doing that since Buick seems to be competent. There were about 5 Herb Chamber employees standing around my car as I got into it. I started up my car and they asked a few more times to give them 20 minutes. I told them "no". I looked at Annya and said, you are the sweetest person I ever met and I am so sorry you had to take the brunt of this". She looked sad that I wasn't happy.Desired SettlementThankfully Westborough Buick is going to fix Herb Chambers mess complimentary for me. So I'm not seeking any settlement.I would like this documented with the Revdex.com for future consumers won't have to go through what I went through.Business Response Ms. [redacted] came in and stated her car had been involved in a accident and wanted to have her Simonize re applied to her vehicle. We complied with the customer and had the Simonize re applied for her to the rear and front bumper at no charge even though Simonize Warranty does not cover accidents . Her front and rear bumper were covered in dead bugs and also pine pitch which we removed at no cost to Ms. [redacted]. We used a chemical de-bugger and soft terry cloth to remove debris. No buffing was done. After cleaning bumpers we proceeded to apply the Simonize wax. When Ms. [redacted] picked up the car she noticed a light scratch on the front left bumper. There was a light surface scratch not threw the clear coat. Ms. [redacted] stated she felt like we were responsible for the scratch and thought the detail dept. did it upon de-bugging the bumpers. We offered to buff the scratch out she declined and wanted to contact a lawyer.[redacted]

Complaint[redacted] Chambers paid off car loan in error, not able to obtain a reasonable resolutionWe planned to trade in a 2012 [redacted] for another car. The original car we picked out did not fit the finance application and they gave us another car. We did notice a smell which smelled like nicotine and we asked about it and was told it was a cleaning product. The smell was worse after delivery and we returned the car on [redacted] and were told since it was not registered the transaction was cancelled. The car was accepted for return by [redacted], GM However a clerical error occurred by Herb Chambers and they paid XXXXX to [redacted] who held the loan on the 2012 car on [redacted] They want the loan to be reinstated however Exeter states they have no further interest in this transaction after sending Herb Chambers the title. The management at Herb Chambers was not forthcoming with the information at first. Last Friday, my teenager was involved in an accident and the car is a total loss. Due to the error created by Herb Chambers the GAP insurance is not in force.I spoke with Mr. [redacted] and advised him about the status of the car on Friday. He told me Herb Chambers could not afford to take a loss between the insurance payment and the amount they paid [redacted] gave me the following options, first pay the difference between the insurance payout and the XXXXX, put the difference into a new loan with them or be sued. The conversation took a turn when I told Mr. [redacted] I could look into legal assist myself and he said it has not come to that.We did sign papers under pressure to have the loan reinstated but when I spoke with [redacted] today they will not reinstate the loanDesired SettlementHerb Chambers accept the insurance check when issued and not seek more money since their error caused my GAP insurance to be cancelled when they paid the loan in full to [redacted]Business Response Revdex.comCase # XXXXXXAttention [redacted] purchased a vehicle through Herb Chambers Hyundai of Westborough on [redacted] 2015. On [redacted] 2015 [redacted] emailed the dealership asking if she was able to exchange the vehicle in for another car as there was a smoke smell that was making her husband nauseous. The dealership was unable to provide her with another vehicle that fit her requirements as well as the financial institutions requirements. The only other option she had if she wished to was to return the vehicle and take back possession of her trade-in vehicle. The dealership's policy is very clear on the time frame that a return is acceptable and also very clear on who the vehicle must be returned to. Mrs. [redacted] received the dealership's policy upon signing the original documents for the vehicle she had purchased. Mrs. [redacted] was aware that the General Manager was not in the office and returned the car to [redacted] the dealership's business manager. In the General Manager's absence [redacted] accepted the return of the vehicle from both Mr. & Mrs. [redacted], [redacted] also explained there maybe documents that Mr. & Mrs. [redacted] may have to sign for the return and he would speak with the General Manager upon his return regarding the documents. Upon the General Manager's return to the office, he was made aware that the payoff was sent to Mrs. [redacted]'s financial institution. The dealership's office staff immediately contacted the financial institution of Mrs. [redacted] in an attempt to stop the dealership's check from processing any further. Mrs. [redacted]'s financial institution took an unfair amount of time getting back to the dealership with any type of resolution. Once the dealership did receive a resolution to stop the dealership's payment, which involved a letter to be signed by Mr.& Mrs. [redacted], the dealership attempted to contact Mrs. [redacted] numerous times. When the dealership did reach Mrs. [redacted] she was made aware that there were documents that she had to sign to fully complete the return of the vehicle. The dealership offered to come directly to the [redacted]'s house or work to make it of no inconvenience to them. Mrs. [redacted] declined the option and set up an appointment to come to the dealership to sign the documents. She never showed. From this point forward Mrs. [redacted] declined to take a single call from the dealership. Multiple employees including the General Manager attempted to reach out to both Mr. & Mrs. [redacted] and received no response. The dealership sent employees to their house in an attempt to contact the Harveys. Mrs. [redacted] did stop into the store roughly a month after she was initially contacted. While she was in the store [redacted] had both Mr. & Mrs. [redacted] sign the documents that the dealership had requested them to sign previously. It was not until Mrs. [redacted] signed this document that she informed Mr. [redacted] the car had been involved in an accident. The documents [redacted] requested from the dealership were forwarded to [redacted] and Mr & Mrs [redacted]'s loan was reinstated. The dealership holds no interest in Mrs. [redacted]'s vehicle and has considered our internal case closed. If there is any additional information Mrs. [redacted] needs please have her contact the General Manager, [redacted], directly. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Mr. [redacted] instructed by email to return the car to either [redacted] or [redacted] in his absence. We were not told about any other paperwork that needed to be signed since it had not be registered nor put on my insurance policy. We did not receive calls until the error was made and not able to be fixed by the dealership. We did receive 2 calls from [redacted] who did not explain fully the matter nor did Herb Chambers send someone to our home nor sent mail to inform us of the matter.This makes no sense to pay off a car that is not in the possession of Herb Chambers and in our possession.I was ill for 2 weeks in August and under medical supervision. When my husband and I did go to the dealership to sign the paperwork we offered to have Hanover settle the claim with them since they held the title sent to them by [redacted] but was declined by [redacted] because of the amount was paid in error and the amount the claim would pay. They caused our GAP to be cancelled when the loan was paid.Final Business Response Revdex.com CASE#: XXXXXXThe dealership has been as straightforward through this whole process as possible. The amount of phone calls made by the employees is just one piece to the effort put forth in an attempt to contact Mrs. [redacted]. Mrs. [redacted] was made aware that her loan was paid off not only by the dealerships numerous phone calls but also by a letter that she received directly from Exeter Financial. If Mrs. [redacted] would like the dealership to assist her in reinstating her gap insurance the dealership will certainly attempt to do so.

My front and rear bumper needed Simoniz Glasscoat reapplied. When I went to pick the car up it was scuffed and scratched.[redacted] repaired my car back in [redacted] of [redacted] They replaced my front bumper and repainted the back bumper. When I drove off the lot my car look like new, like nothing had ever happened. My car has a product called Simonize Glasscoat on it. I needed the Glasscoat reapplied to the front and rear bumper. I was told by Herb Chambers of Westborough ([redacted]) that I could bring the car in and get it reapplied free of charge since it was covered under the warranty. I brought the car in late night on [redacted] and left the key with the girl at the sales desk. I called on the [redacted] to find out the status of my car. I was told that accident repairs were not covered under the warranty. I told them [redacted] told me it would be free of charge. They said they'd call me back after they find out what's going on. I received a call back from the service department manager. He told me it was a miscommunication and they will reapply the Glasscoat free of charge. Herb Chambers called me on [redacted] to tell me my car was all set to go. My fiance and I went to pick the car up. Annya was very sweet and apologetic. She said that there were 3 new girls working in the office and they gave me the wrong info. It's a new product and EVERYONE is getting use to it she told me. My fiance went out to look at the car. They kept it in the garage cause "the Glasscoat is new". Now I know that to not be the case. They just didn't want me to see it in sunlight. My fiance and I went around the car and saw a very deep scratch under the light on the front drivers side and a bunch of circular scratches across the entire front and rear bumper. They left a buff burn on the rim of my trunk which they had no buisness touching to begin with. The Herb Chambers employees insisted that they do not use a buffer and said they had it on camera. They also insisted that all the marks we're looking at we're going to come off when you polish it. that was obviously not the case as my fiance, employees and I walk around the car and tried to get some of the scratches off. I told my fiance I don't know what to do should I leave it here? I called Westborough Buick since they were the ones that originally fixed it (and did a wonderful job). While I was on the phone with Buick a service worker from Herb Chambers came out and said, "give us 20 minutes with it and we'll fix it". Scared that they would do more damage I said "no" Westborough Buick said I should bring it to them. I felt much better doing that since Buick seems to be competent. There were about 5 Herb Chamber employees standing around my car as I got into it. I started up my car and they asked a few more times to give them 20 minutes. I told them "no". I looked at Annya and said, you are the sweetest person I ever met and I am so sorry you had to take the brunt of this". She looked sad that I wasn't happy.Desired SettlementThankfully Westborough Buick is going to fix Herb Chambers mess complimentary for me. So I'm not seeking any settlement.I would like this documented with the Revdex.com for future consumers won't have to go through what I went through.Business Response Ms. [redacted] came in and stated her car had been involved in a accident and wanted to have her Simonize re applied to her vehicle. We complied with the customer and had the Simonize re applied for her to the rear and front bumper at no charge even though Simonize Warranty does not cover accidents . Her front and rear bumper were covered in dead bugs and also pine pitch which we removed at no cost to Ms. [redacted]. We used a chemical de-bugger and soft terry cloth to remove debris. No buffing was done. After cleaning bumpers we proceeded to apply the Simonize wax. When Ms. [redacted] picked up the car she noticed a light scratch on the front left bumper. There was a light surface scratch not threw the clear coat. Ms. [redacted] stated she felt like we were responsible for the scratch and thought the detail dept. did it upon de-bugging the bumpers. We offered to buff the scratch out she declined and wanted to contact a lawyer.[redacted]

Complaint[redacted] Chambers paid off car loan in error, not able to obtain a reasonable resolutionWe planned to trade in a 2012 [redacted] for another car. The original car we picked out did not fit the finance application and they gave us another car. We did notice a smell which smelled like nicotine and we asked about it and was told it was a cleaning product. The smell was worse after delivery and we returned the car on [redacted] and were told since it was not registered the transaction was cancelled. The car was accepted for return by [redacted], GM However a clerical error occurred by Herb Chambers and they paid XXXXX to [redacted] who held the loan on the 2012 car on [redacted] They want the loan to be reinstated however Exeter states they have no further interest in this transaction after sending Herb Chambers the title. The management at Herb Chambers was not forthcoming with the information at first. Last Friday, my teenager was involved in an accident and the car is a total loss. Due to the error created by Herb Chambers the GAP insurance is not in force.I spoke with Mr. [redacted] and advised him about the status of the car on Friday. He told me Herb Chambers could not afford to take a loss between the insurance payment and the amount they paid [redacted] gave me the following options, first pay the difference between the insurance payout and the XXXXX, put the difference into a new loan with them or be sued. The conversation took a turn when I told Mr. [redacted] I could look into legal assist myself and he said it has not come to that.We did sign papers under pressure to have the loan reinstated but when I spoke with [redacted] today they will not reinstate the loanDesired SettlementHerb Chambers accept the insurance check when issued and not seek more money since their error caused my GAP insurance to be cancelled when they paid the loan in full to [redacted]Business Response Revdex.comCase # XXXXXXAttention [redacted] purchased a vehicle through Herb Chambers Hyundai of Westborough on [redacted] 2015. On [redacted] 2015 [redacted] emailed the dealership asking if she was able to exchange the vehicle in for another car as there was a smoke smell that was making her husband nauseous. The dealership was unable to provide her with another vehicle that fit her requirements as well as the financial institutions requirements. The only other option she had if she wished to was to return the vehicle and take back possession of her trade-in vehicle. The dealership's policy is very clear on the time frame that a return is acceptable and also very clear on who the vehicle must be returned to. Mrs. [redacted] received the dealership's policy upon signing the original documents for the vehicle she had purchased. Mrs. [redacted] was aware that the General Manager was not in the office and returned the car to [redacted] the dealership's business manager. In the General Manager's absence [redacted] accepted the return of the vehicle from both Mr. & Mrs. [redacted], [redacted] also explained there maybe documents that Mr. & Mrs. [redacted] may have to sign for the return and he would speak with the General Manager upon his return regarding the documents. Upon the General Manager's return to the office, he was made aware that the payoff was sent to Mrs. [redacted]'s financial institution. The dealership's office staff immediately contacted the financial institution of Mrs. [redacted] in an attempt to stop the dealership's check from processing any further. Mrs. [redacted]'s financial institution took an unfair amount of time getting back to the dealership with any type of resolution. Once the dealership did receive a resolution to stop the dealership's payment, which involved a letter to be signed by Mr.& Mrs. [redacted], the dealership attempted to contact Mrs. [redacted] numerous times. When the dealership did reach Mrs. [redacted] she was made aware that there were documents that she had to sign to fully complete the return of the vehicle. The dealership offered to come directly to the [redacted]'s house or work to make it of no inconvenience to them. Mrs. [redacted] declined the option and set up an appointment to come to the dealership to sign the documents. She never showed. From this point forward Mrs. [redacted] declined to take a single call from the dealership. Multiple employees including the General Manager attempted to reach out to both Mr. & Mrs. [redacted] and received no response. The dealership sent employees to their house in an attempt to contact the Harveys. Mrs. [redacted] did stop into the store roughly a month after she was initially contacted. While she was in the store [redacted] had both Mr. & Mrs. [redacted] sign the documents that the dealership had requested them to sign previously. It was not until Mrs. [redacted] signed this document that she informed Mr. [redacted] the car had been involved in an accident. The documents [redacted] requested from the dealership were forwarded to [redacted] and Mr & Mrs [redacted]'s loan was reinstated. The dealership holds no interest in Mrs. [redacted]'s vehicle and has considered our internal case closed. If there is any additional information Mrs. [redacted] needs please have her contact the General Manager, [redacted], directly. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Mr. [redacted] instructed by email to return the car to either [redacted] or [redacted] in his absence. We were not told about any other paperwork that needed to be signed since it had not be registered nor put on my insurance policy. We did not receive calls until the error was made and not able to be fixed by the dealership. We did receive 2 calls from [redacted] who did not explain fully the matter nor did Herb Chambers send someone to our home nor sent mail to inform us of the matter.This makes no sense to pay off a car that is not in the possession of Herb Chambers and in our possession.I was ill for 2 weeks in August and under medical supervision. When my husband and I did go to the dealership to sign the paperwork we offered to have Hanover settle the claim with them since they held the title sent to them by [redacted] but was declined by [redacted] because of the amount was paid in error and the amount the claim would pay. They caused our GAP to be cancelled when the loan was paid.Final Business Response Revdex.com CASE#: XXXXXXThe dealership has been as straightforward through this whole process as possible. The amount of phone calls made by the employees is just one piece to the effort put forth in an attempt to contact Mrs. [redacted]. Mrs. [redacted] was made aware that her loan was paid off not only by the dealerships numerous phone calls but also by a letter that she received directly from Exeter Financial. If Mrs. [redacted] would like the dealership to assist her in reinstating her gap insurance the dealership will certainly attempt to do so.