ComplaintsforHerb Chambers Honda of Boston

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a broken car. This is the 4th time the engine light came on within 30 days.. I want my money back now or an exchange for a car that works immediately l. I have 5 kids in my car and a wife and now we feel unsafe.

  Business response

  12/26/2023

  We set an appointment to take a look at the car to diagnose the problem and fix it. 

   

  Thank you,

   

  *****************************

  General Manager

  Herb /Chambers Honda

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Honda Accord from Herb Chambers on 3/17/22 from *****************************. When I purchased the vehicle he stated the front and rear brakes and rotors would be replaced. When I took my car in for service on 12/22 I was told my brakes needed to be done but it could wait. I told the service advisor that the brakes should have been replaced when I purchased the vehicle, and at that time the car was only driven about **** miles so there is no way that the brakes would need to be replaced if they were brand new when I first purchased the vehicle. I took my car in again for service on 6/2/23 and was told again that I needed to replace the front and rear brakes and rotors, brake flush, and transmission flush. At this point the car has only been driven ****. Brakes should be replaced every ****** miles. This is my 4th Vehicle that I purchased from HC and never had to service the brakes so fast. I now need to replace my rear brakes because they are grinding. The brakes were never replaced like I was told when I purchased the vehicle. The sales person told me anything just to get a sale.

  Customer response

  10/29/2023

  I have not heard from the business in response to my complaint.

  Business response

  10/30/2023

  *********,

  You purchased the 2020 Accord from us on 03/17/2022, the car had ****** miles at the time of purchase. You bought it Honda Certified as well. Honda Certified requires your brakes to be at 5/32's and the state inspection only requires 2/32's, yours's were at 7/32's other than the left rear was at 6/32's. We resurfaced the rotors as part of the used car inspection on 01/27/22. You came in on 06/02/2023 and we did a multipoint inspection and advised that you would be in need of replacing pads and rotors in the future and the car had ****** miles on it. On 10/19/2023  you came in and replaced the rear pads and rotors with ****** miles. We also discounted the rear pads and rotors for you as a courtesy at that time.

  You owned the car for 18 months and put just under ****** miles on the car, unfortunately routine maintenance is part of owning a car. There is no evidence of unusual brake wear after reviewing the service records. 

  Let me know if you have any other questions or concerns,

   

  Thank you,

   

  *****************************

  General Manager

  Herb Chambers Honda Boston

  ************

   

  Customer response

  10/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I 

  I am well aware that normal maintenance is a part of owning a vehicle. Please check your records, this is my 4th vehicle that I purchased from Herb Chambers. In the 20 years I have been dealing with Herb Chambers I have never had to replace the brakes after owning a vehicle for 18 months. I am a paying customer and I have the right to voice my concerns. Like I stated in my original complaint, I was told that I would get brand new brakes. If I was given the information about the nonsense you mentioned about the brakes I would have never contacted the BBB. You also mentioned that I was given a discount, I paid the price I was quoted. After being a customer for 20 years that is the least Herb Chambers can do.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Guirlaine

   

   

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 14, 2023 I dropped my 2017 Honda Civic off at **** Chamber for work that included a comprehensive maintenance check, interior detail, and changing transmission fluid. When I picked my car up on April 15, 2023, the touch screen in the car was broken. The screen is blank and does not display anything. This screen provides access to many of the car's necessary functions. The touch screen has always worked perfectly with no problem prior to drop off.Herb Chambers Honda is stating that I must pay ~$2500 to replace the screen. I believe as a consumer I should not have to pay for this team's negligence. In the 24 hours my car was in the care of **** Chamber Honda, the screen was broken. At worst this is fraudulent. At best, a serviceperson accidentally broke the screen while doing other work / inspections on the car and the business should cover the cost of replacement.

  Business response

  04/24/2023

  I spoke to ****************** on Saturday April 22 2023 about the touch screen. I explained when we do a software upload we plug into the cars computer with Honda's computer and download the software upgrade on to his cars computer. I explained that programming a key, changing the transmission fluid or cleaning the car would have nothing to do with the operation of the touch screen. The touch screen is not covered by Honda as it is out of factory warranty. I explained the only option is for us to contact Honda today ( Monday April 24th ) to see if we can get an exception from Honda to assist the customer which I offered and am waiting to hear back from them hopefully today. Additionally, the service records indicate that the last time the car was serviced at a Honda Dealer was in November of 2018 by the previous owner. We will try to get some goodwill from Honda to assist the customer but it is out of factory warranty. 

  Regards,

   

  *****************************

  General Manager

  Herb Chambers Honda Boston

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I traded my vehicle in for another vehicle at herbs chamber. Mind you I didn't even have the car more than a week before the heat goes out on it. I take the car back and come to find out the part I need is back ordered. ***** from herbs chamber loans me his personal vehicle for the time being. So long story short they never was able to find the part and now they want me to drive around with no heat in the car and it's cold outside and I'm unable to defrost my windows. They told me I have to wait a couple of weeks before the part arrives. I have work and a child that's needs to be brought and picked up from school and I can't do either of that with a vehicle that's not really safe to operate. They really have me riding around in the car with an electric heater that doesn't work anymore and cannot do the proper job

  Business response

  01/09/2023

  Good morning,

   

  My understanding is that we have completed the repairs and everything is working properly. Due to the part shortages we did have to wait for a back ordered part. I understand the frustration, but it was completely out of our control as it was a part direct from ******* If there is something else I'm not familiar with regarding this situation, please let me know.

   

  Thank you,

   

  *****************************

  General Manager 

  Herb Chambers Honda Boston

  ************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************************** of Herb Chambers Honda sold ** a 2022 Honda Accord. Little did we know the wires inside the hood are made of a type of food oil that attracts rats in one of the rattiest cities in *******, at that. We were not made aware of this at all even after a Manager at Herb Chambers admitted their sales team is to at least advise on how to prevent rodents from chewing the wires. That same manager even said this happens with a lot of different makes of cars, so all the more reason to warn the customer about to pay your $20k+. We signed a lease agreement on the premises of deception, and shady business practices. The mechanics fixed the wiring and replaced with the same exact wiring, which will inevitably lead to the same outcome. Not to mention, they are colluding with the Honda ************* (separate complaint). We dropped our car off to be fixed 10/5/22, it is now 11/17/22 and we still havent gotten our car back. We will have paid 2 car notes, and 2 insurance payments without having driven it since 10/5 and the car has been ready to go since 10/15. Honda Lease has lost our insurance claim check and **** from Herb Chambers finance department told me verbatim this happens constantly with Honda Lease. That being said how are we supposed to get the check endorsed when the company they work with to finance their vehicles constantly lose thousands of dollars worth of checks. They also refused to help us work with Honda Lease and said they have nothing to do with them. Constantly telling us our problem is with Honda Lease when I keep trying to tell them they have shady business practices based off the things their own employees are divulging own their own will. From the sales people to insurance to the lease company, all feels like a collusion to get us to pay without receiving any of the value I paid for. My fianc has had to turn down jobs and has had to take off work early at times to deal with this problem. It has caused extreme stress and anxiety.

  Business response

  11/18/2022

  I understand your frustration, this time of year it is very common for rodents to reside in the engine area to warm as the outside temperature drops. We have replaced the wiring harness and the car is ready for pickup. The delay isn't because of the dealer, the delay is due to you sending the insurance  claim check to Honda Financial as the check was made out to both of you and it requires a signature. We will be happy to call them on your behalf, however the fastest option would be to ask your insurance company to stop payment and re-issue a check. When the second check arrives DO NOT mail it to Honda Financial, just bring it here and we will release the car and have it signed by Honda on your behalf. If you have any questions or concerns, please reach out to me directly. 

   

  Thank you,

   

  *****************************

  General Manager Herb Chambers Honda

  ************

   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April 2020, I leased a 2020 Honda CRV Touring with Herb Chambers Honda of Boston. When speaking with the finance person, who is different from the sales person, ***********************, I dealt with, I asked for the ****** mile per year option. I was informed that it would add on another $30 or so to the monthly lease price. I agreed to the additional monthly charge and proceeded with the lease. When the sales ***** *********************** and another gentleman brought the car to me to test drive and sign the paperwork, I noticed that it read "****** miles per year". I immediately brought to ******' attention that this was incorrect, that I agreed to the additional charge for the extra mileage per year. He instructed me to cross out the ****** mileage per year mileage and write in ****** mile. I specifically stated that I didn't want this to be an issue when the lease was due and ****** assured me that it would not be an issue. This is not my first lease from the Herb Chambers franchise. I've previously leased a Honda Accord and an Infiniti. The paperwork ****** emailed to my auto insurance agent on April 15, 2020, is the version of the agreed to mileage of ****** per year on it the lease agreement. Now that the lease is coming to an end in 7 months, the mileage is, of course, an issue. After repeated phone calls to the manager at Herb Chambers Honda and with several representative who have contacted me about the lease and mileage, nothing has been done to address the issue. I'm getting "warnings" that I will be charged for the extra mileage and also getting the run-around with no one looking further into this but, each person telling me to come in and they'll "take care of me" if/when I come in to speak with them.

  Business response

  09/02/2022

  *******************,

  Please contact me at ************ so we can review your lease contract together as well as other options available to you.

   

  Thank you,

   

  *****************************

  General Manager

  Herb Chambers Honda in Boston

  ************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to do the dealership to do an oil change. They told me that the oil plug needed to be replaced which will cost me 190 dollars, 53 for the part and 186 for the labor which I find absurd because that was a process that needed to be completed regardless. I still paid for it because the manager *************************** told me this is not going to give you trouble anymore, it is a one time fix. Days later I see that my car is dripping a huge amount of oil so I take the decision to take the car to the mechanic to see whats going on. I found out that the plug was not install correctly and I had less than 1/4 of oil in less than 10 days of the oil change. I go back to the dealership to explain what happened, ***** Taquini was telling me all of the opposite of what she previously told me about the issue saying that the fix was only temporary and that was out of her hands. She also disrespected me assuming that I was lying and that the proof I was showing was false and I made it up. The only thing I got was a credit for an oil change. I want to get at least 50% if what I paid for the service of the drain plug because that was their fault for installing it wrong. The total came to ************************************** a week and I had to pay for another oil change.

  Business response

  08/01/2022

  I believe we have a miscommunication regarding this service experience. We recommended that the stripped oil pan drain plug be repaired with a time-sert, which is essentially a sleeve that replaces worn or missing threads in the oil pan. This repair is intended to be a cost effective way to repair as opposed to replacing an oil pan. ******************** did return to the dealership with a cell phone video of oil dripping from the drain plug after we had completed the repair. We offered to re-inspect and repair anything as needed as all of our work is warrantied against any defect in material or workmanship. She explained that her uncle had already tightened the drain plug and replaced the missing oil. She declined reimbursement for that repair as she said she was not charged. We offered to provide her next oil and filter service at no charge, which she accepted, so we understood this matter to have been resolved. It appears that ******************** would prefer to simply be reimbursed for half of the repair as an alternative and we would be happy to do that as well. We will redirect and simply issue a check in the amount requested. 

   

  Thank you,

   

  *****************************

  General Manager

  Customer response

  08/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Dorilis ********

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this dealership on 6/11/2022 and put a $2000 deposit to lock down a vehicle which would come in July. They told me this is fully refundable. And also on the contract, it is specified that I can cancel the contract anytime before I receive a copy of contract and get a full refund. This is not even a formal contract, no financing approved yet. But when I called them back on 6/13/2022, they refused to give me the refund. They also refused to send me a copy of contract, is this legal??? When I showed ** in person on 6/13/2022, they still refused to give the money back.

  Business response

  06/16/2022

  *************** isn't telling the whole story. The 2023 HRV she left a deposit on is in very high demand, she didn't want the color we had which is the most popular color. She asked us to get her a red one from another dealer which we did. We gave them the most popular color for it. We explained to her and she signed that the deposit is non refundable because we traded the most popular color for a less popular red color as she requested. We give every customer a copy of the purchase and sale agreement, I would be happy to replace her copy if she desires. We explained we would honor the transaction she signed and can take physical delivery in mid July when the car arrives if she changes her mind and it's still available. 

  Thank you,

   

  *****************************

  General Manager

  Herb Chambers Honda in Boston

  Customer response

  06/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Silei

   

   

  Customer response

  06/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   1.The vehicle I asked for is white, not red. The white car is more popular than the red. That's just the old-school dealership trick they are trying to play. They can sell this car at any time according to what they told me, the market is so good now, I can't get this car if I don't put a deposit to lock down at once. There is no loss for them at all after my cancellation within 48 hours. Even upon the car's delivery in July, they can still sell it at no loss. They have no reason to keep any amount of my deposit. 
  2. When I checked the car availability with them, I told them I'm okay with taking the white car in August or even later, but they said they can get me one in July by swapping with another dealership if I put the deposit down today. They tricked me. 
  3. I double-checked with the sales that the $2000 deposit is fully REFUNDABLE before I signed anything. But when I called back on Monday, he told me the situation changed because the last guy I talked to is his manager. But he never told me this is not refundable. And my conversion with the sales is right before signing and I was told this is refundable. 
  4. They've never provided any copy of the price sheet or the contract and they did refuse to provide me a copy on the phone. Even after I showed up, they still refused to give me a copy saying this has private information. They only allow me to take pictures of the contract after I showed ** in person. 
  

  
  

  Business response

  06/20/2022

  We refunded the deposit to the customer, we disagree with her statement that it was refundable, in good faith we reversed the credit card charge today. 
  

  *** Pasquarella 

  General Manager 

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed my first vehicle from Herb Chambers Honda. Not a month later, the car breaks down on a trip to ******** on July 17th, 2021. Only lights that appeared were the oil pressure and battery life. I contacted my insurance and the salesperson who sold me the vehicle the same day for guidance. After having given the car a boost, I towed the car to Bay Ridge Honda because it still didn't work and it clearly needed a mechanic. The salesperson gave me the number to the *** warranty for the vehicle, which I forwarded to the dealership Bay Ridge Honda, and I informed the salesperson that I wanted another vehicle. When I arrived at Bay Ridge Honda, they informed me that the fuel was contaminated and that the warranty wouldn't cover it. After my visit to Bay Ridge Honda, a manager from Herb Chambers called me and told me that they heard I was having issues with the vehicle and wanted to change it. They also told me to "not worry about it" they'll send for transportation and handle it. By the way they were speaking, I assumed that the manager got in communication with Bay Ridge Honda or their own team and I had faith they would resolve the issue. afterwards, on August 3rd, I received a call from Bay Ridge saying they were going to start charging $50 storage/day and I immediately forwarded that to Herb Chambers. After multiple failed attempts to pay and retrieve the vehicle, on September 3rd, the manager from Herb Chambers calls me and tells me that they are not authorized to pick the car up since the issue is fuel contamination. Infuriated, I get in contact with Bay Ridge and create a plan to reopen my claim and pick up the car myself and return it to Herb Chambers. My Insurance scheduled an appointment with Bay Ridge to collect fuel samples on September 17th, 2021. on October 7th, the results of said samples came back non-contaminated So I reached out to Herb Chambers for help, but to no avail. Note; Bay Ridge never filed a claim to *** until after I got the gas results.

  Business response

  11/07/2021

  I understand ********************************* frustration, he told us there was a transmission issue and on his word alone, we sent a flat bed to Bay Ridge to bring his car back to Boston for repair. When the flat bed arrived, Bay Ridge said the car wasn't there and the flat bed returned to Boston at our expense. We contacted the service department shortly after and they had diagnosed that the car had bad fuel. *********************** had driven the car to ******** without issue with the fuel tank full when he left our dealership. After refueling, *********************** started experiencing issues. We instructed him to contact his insurance provider for assistance as we are not responsible for bad fuel.  I am more than willing to speak with *********************** and try to assist him in filling a insurance claim. Because all the repair orders for the issue are at Bay Ridge, they need to actually send his insurance the proper documents. If there is anything I can do to assist ******************, I'm glad to assist.

   

  Thank you,

   

  *****************************

  General Manager

  Herb Chambers Honda in Boston

   

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car from this dealership on August 14th and put down the deposit on the same day. Later, when we picked up the vehicle on August 28th, I did not receive my deposit back. We tried to contact our sales person via text and phone, but he never answered. I also filled out the contact sheet provided on their website, but no one has reached out yet. I even called the dealership and was told that the manager would contact me, but that has not happened. Its been 3 weeks now, almost 4 and I have not heard back from anyone. I am extremely dissatisfied with this dealership and with the service that I received. This dealership has left me with a horrible experience. We will not be returning to any Honda dealership in the future. I urge you to go to another dealership. We firmly regret coming to Herb Chambers Honda of Boston.

  Business response

  09/17/2021

  Ashley,

  I offer no excuses as it is not defendable. I'm very sorry we failed you and will insure you a complete refund today. Please contact me at the dealership so I can process this for you at *****************************************

   

  Regards,

   

  *****************************

  General Manager

  Herb Chambers Honda in Boston

  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩