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Discussion Starter · #1 ·
Now that I have my Q50, I want to tell everyone what a horrible experience I had with Herb Chambers Infiniti in Boston.

I initiated an email to them to ask about a Q50 and did not get a reply for a while! An employee named Leonid quoted me a lease at MSRP which I refused. About 2 weeks later, the same guy (Leonid) tells me they have some deals and I should come in.

I come in and Leonid introduces me to Jose who I will be dealing with.
Jose did not know much about the Q50 at all! He thought I was impressed with the bluetooth system but quite frankly every car has bluetooth now a days...

And during the whole test drive he kept spitting out irrelevant info.

We get back to the dealership and I like the car so I was going to go ahead and deal. He came back with a $589/mo lease and that was with the $3250 loyalty! Every time I tell him that is way too high and told him the number that would make me sign the papers, he would talk about stories about knowing "Herb Chambers" and showed me a photo of Herb Chambers. Then he would tell me he is homeless and that I should sign the papers because the deal was amazing...

He kept going in this vicious cycle for 3 hours and wouldn't even let me speak! He would just keep telling stories. I told him I was also considering the Lexus IS350 and then he told me the hybrid system in the Infiniti was better than the Lexus IS300 hybrid system...

That was the point I knew he was ignorant in terms of the competition. Lexus does not offer a hybrid in the Lexus IS...

So I walked out. About 5 days later, Leonid calls me and says they will do $539/mo then says if I want any lower, he can do it. I said $480/mo then he sends me a quote with $6000 down! So he basically took money from one place and put it in another. Leonid even refused to put in my VPP pricing!

I told him that wasn't what I wanted. And then he says to me and I quote, "We all have wants. You should just take the deal."

The whole experience was a WASTE of time with Herb Chambers Infiniti.

I went to Infiniti of Nashua in New Hampshire. They were up front about the price and gave me everything I wanted at a MUCH cheaper price. The communication was fantastic and I am definitely going back to Infiniti of Nashua. (Joe at Nashua Infiniti was very helpful)
 

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In his defense there is the Lexus IS300h which just isnt offered in NA but there is a Lexus IS Hybrid! :D
 

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I wish more people would walk on stupid dealers and stupid salespeople. I'd have even more business than I do.

The sad thing is that it doesn't take a whole lot in my job to distinguish yourself from the competition. But stories like this make me a little crazy. I have to spend a ton of time establishing rapport and building credibility because there are so many people like Leonid and Jose. I routinely refuse to quote prices on the phone/email because it is impossible to predict what the customer REALLY wants until they come in. Even if they've done their homework online and/or test driven somewhere else. They've probably encountered Jose who couldn't possibly describe the benefits/value of Deluxe Tech features if his life depended on it. But people have encountered Leonid, who got them to come in and waste 3 hours of their time. So my job is that much more challenging when I try to convince you to come see me.

Anyway, glad you made the right choice. If there are people in the SF Bay Area reading this thread, call me and make an appointment to come see me. I won't waste your time. And if there's anyone on here who isn't like Leonid or Jose and is interested in a job selling an awesome brand of vehicle, contact me - we're looking for another salesperson.
 

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Hi, I'm new on the forum. I bought my Q50 from Infiniti of Hanover, MA--replacing a 2008 G35XS (which I bought from Herb Chambers in Boston). My experience 5 years ago with Chambers' was good and my recent experience with Hanover was just as good. If you go to Hanover, ask for Jason.
 

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I wish more people would walk on stupid dealers and stupid salespeople. I'd have even more business than I do.

The sad thing is that it doesn't take a whole lot in my job to distinguish yourself from the competition. But stories like this make me a little crazy. I have to spend a ton of time establishing rapport and building credibility because there are so many people like Leonid and Jose. I routinely refuse to quote prices on the phone/email because it is impossible to predict what the customer REALLY wants until they come in. Even if they've done their homework online and/or test driven somewhere else. They've probably encountered Jose who couldn't possibly describe the benefits/value of Deluxe Tech features if his life depended on it. But people have encountered Leonid, who got them to come in and waste 3 hours of their time. So my job is that much more challenging when I try to convince you to come see me.

Anyway, glad you made the right choice. If there are people in the SF Bay Area reading this thread, call me and make an appointment to come see me. I won't waste your time. And if there's anyone on here who isn't like Leonid or Jose and is interested in a job selling an awesome brand of vehicle, contact me - we're looking for another salesperson.
Im with you 100%. I sell Infinitis on Long Island and people come in with their guard up at full force all the time because of the nonsense that the majority of "car salesman" put them through. Just be up front and transparent with your customers and you will have a long successful career.

People nowadays are informed and have access to instant information. I am thankful to now work in an honest dealership where I can thrive and give my clients the experience they deserve.

If there are people in the SF Bay Area reading this thread, call me and make an appointment to come see me.
Same goes for me, if you are on the other side of the country give me a holler if you are looking for a car. I promise to make the experience the fun, happy thing it once was.

-Nick
 

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Well I can add some to the3 OP's story. I too am from the great state of Massachusetts and just purchased my new Q from Herb Chambers. The difference for me however is I worked with staff at the Herb Chambers Infiniti in Westboro and the entire experience there was top shelf. What is REALLY strange however is that I was contacted by this guy Lenoid after I made my original contact with the Westboro team. He tried to convince me that I should NOT consider a car from the Westboro location but rather work with the Boston location as he could get me a better lease deal. So here I am put squarely in the middle of a sales fight between sister dealerships, both owned by the same person, Herb Chambers. What a weird situation to put a customer in. Now that I read the OP's story I see that the Boston team is a little shady. I contacted the sales manager at the Westboro location, told him about Leonid contacting me and attempting to undercut his team and he took care of it. The rest of my experience with the dealership was just great.
 

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Discussion Starter · #9 ·
Leonid was around my age and fresh out of college. He was really shady and actually tried to rip me off by skewing the numbers. It was like he thought I was stupid and didn't know how to run lease numbers.

Either way I usually don't write bad things about dealers but this was the worst experience I've had ever.
 
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Leonid was around my age and fresh out of college. He was really shady and actually tried to rip me off by skewing the numbers. It was like he thought I was stupid and didn't know how to run lease numbers.

Either way I usually don't write bad things about dealers but this was the worst experience I've had ever.
Chris, I bought mine from Herb Chambers of Boston and have not been the least bit impressed. I did not get a good deal. Once they got my money, they never followed up with me in any way, not even to let me know about the InTouch software update after I had sent several emails complaining of all my problems. I do not live in the city, and it is really difficult to get there for service, so I may start going to Nashua. I won't buy from Herb Chambers again.
 

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Chris, I bought mine from Herb Chambers of Boston and have not been the least bit impressed. I did not get a good deal. Once they got my money, they never followed up with me in any way, not even to let me know about the InTouch software update after I had sent several emails complaining of all my problems. I do not live in the city, and it is really difficult to get there for service, so I may start going to Nashua. I won't buy from Herb Chambers again.
I purchased mine from Infiniti of Nashua and they are great. Joe and Sean know their business.
 

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Not to defend the dealership, cause they sound horrible, but...

Why does everyone resort to emailing to get answers? Pick up the phone. Business is still predominately done over the phone, and email just slows down the process.

If you want to know about something... CALL. Saying, you emailed someone three times without a response sounds bad, but it could have been solved in a 60 second call, most likely.
 

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Not to defend the dealership, cause they sound horrible, but...

Why does everyone resort to emailing to get answers? Pick up the phone. Business is still predominately done over the phone, and email just slows down the process.

If you want to know about something... CALL. Saying, you emailed someone three times without a response sounds bad, but it could have been solved in a 60 second call, most likely.
I emailed so there would be a written record of what I reported to the dealer. I was complaining about software glitches, knowing the dealer could not solve them without Infiniti issuing updates. I did get a response to each email from the sales guy apologizing for the problems I was having and saying that he forwarded my comments to the service manager and Infiniti corporate. What I found unacceptable was that no one from the dealer or Infiniti corporate contacted me when the 9/24 software update came out when they knew I was having the problems. I found out about the update several weeks later here in this forum. I also found it unacceptable that knowing how unhappy I was because of the software glitches, no one ever followed up with me AFTER the update to see if my problems had been resolved (I have had a few lingering issues post-update).

I also never received any survey after buying the car. Other than the sales guy responding to my email complaints, no one from the dealer or Infiniti has contacted me at all, and I was their first customer when the car went on sale in August. Like I said, I feel like once they got my money, they didn't care less about my satisfaction or lack thereof with their product. I owned 4 Acuras prior to switching to this Infiniti, and Acura always followed up with me every time I bought or serviced my car through them. Considering that I spent quite a bit more on this Infiniti than my previous Acuras, I'm very disappointed.
 

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Leonid was around my age and fresh out of college. He was really shady and actually tried to rip me off by skewing the numbers. It was like he thought I was stupid and didn't know how to run lease numbers.

Either way I usually don't write bad things about dealers but this was the worst experience I've had ever.
It's possible Leonid had encountered some clients who were stupid enough, and swallowed his overpriced MSRP offers. So he assumed that everybody would be like this. But hey, it's not 90s. Info is everywhere.
It's great to know not all dealers and salespeople are like that, as I've met both types..
 

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Business is still predominately done over the phone, and email just slows down the process.
Not anymore. Any business that relies on the phone to do business won't stay in business much longer. Many prefer e-mail to phone calls. As mentioned by the OP, it provides a record of the exchange (I know you can record phone calls, but it is a pain and in some states illegal) and the e-mail can be refered to if needed. Inn addition, an e-mail can be send to many people at once.

Many times, I'm not in a place or time where calling is appropriate/convenient. Using e-mail allows me to send of a message while I'm thinking about it - not when it's convenient for the business/salesman.

In addition to those issues, most businesses have resorted to some type of voice prompts that you have to wade through to get to a live person. I hate those systems and would much rather e-mail.
 

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Not anymore. Any business that relies on the phone to do business won't stay in business much longer. Many prefer e-mail to phone calls. As mentioned by the OP, it provides a record of the exchange (I know you can record phone calls, but it is a pain and in some states illegal) and the e-mail can be refered to if needed. Inn addition, an e-mail can be send to many people at once.

Many times, I'm not in a place or time where calling is appropriate/convenient. Using e-mail allows me to send of a message while I'm thinking about it - not when it's convenient for the business/salesman.

In addition to those issues, most businesses have resorted to some type of voice prompts that you have to wade through to get to a live person. I hate those systems and would much rather e-mail.
You're also on an Internet forum. You don't represent the average joe.


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