Herb Chambers Honda of Burlington - Service Center

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

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

Spoke to woman in the service department. She was very rude. I do believe she had no customer service training. I will not be doing business with them again. I had a fairly simple question pertaining t rude. I do believe she had no customer service training. I will not be doing business with them again. I had a fairly simple question pertaining to warrantee. She could have given me the answer simply by saying "If there was no accident or damage to the part physically by blunt trauma, then it would be covered by warrantee", but instead she would not even look it up. She said simply that the car must be brought in to be looked at. I think she was lazy. She definately was rude. No apology. No flexibility. More

1. They take days and never return car on time. 2. 1. They take days and never return car on time. 2. Charge excessively high putting some unknown things on list. 3. They probably break more things 1. They take days and never return car on time. 2. Charge excessively high putting some unknown things on list. 3. They probably break more things that they fix. The agent suggested in begining the it was just 90 k service and little change in break so it would come to 600 bucks. Later he put so many other things like Bush change and tire rotation which was not necessary as I just had bought all new tire couple of months before. The most needed things was break because it was reaaly in bad shape. Rotor was damaged , so after requesting 10 time what they did was replacing the break pad. My rotors are still the old ones after Paying almost $"1500". I never go there again. Then my remote key is also not working now they kept it and told that it will be fixed but I dont know when. Conclusion avoid this place as much as possible. More

Service was prompt and hassle free. Made the whole service experiance very pleasant. I have bought two cars and my family has bought 4 from this dealership. service experiance very pleasant. I have bought two cars and my family has bought 4 from this dealership. More