My Review Of Herb Chambers BMW of Boston:
I was disappointed and insulted by the lack of professionalism at the parts department at Herb Chambers BMW Boston. I will provide some data from my perspective so that others may be able to benefit from my experiences and decide for themselves. At a minimum, one moral of the story is: If you live in New Hampshire, call from a Boston area phone for a quote, they use caller ID and you will receive a better price due to a “more competitive market”.
I called the parts department for quote on two BMW original equipment Rims that I needed to replace. After providing the VIN they were able to locate two in stock and quoted a price of $359.91 each, and provided me with a Quote #. After checking with the Peabody dealer and finding they only had one in stock (quoted the same price), I called Herb Chambers back, provided my quote # and reserved the Rims – I was then provided an invoice #. When the rims were picked up an hour later the invoice read: $479.58 each. A 33% increase.
The responses provided (in order)
1) “$479.58 is the list price, we didn’t realize you were quoted something lower” (Peabody quoted the same $359.91 price)
2) “Sorry, we thought you needed Rear rims not front rims” (VIN # shows all 4 rims are the same, and the right rim was provided)
3) “I’m sorry, this was my fault (manager), I didn’t want to keep you on hold long, so I had process your order, and it was a clerical error. We are fixing it now”
After writing a letter to the dealership, the GM apologized for the error saying it was due to two customers calling from different “markets” (NH vs MA) at the same time that led to the confusion, and that this never happens.
A request for a written response on how the clerical error was made was refused, even though this would have made me more comfortable trusting their services in the future. This error caused just a couple hundred dollars in potential losses (whether intentional or not). What if the error were replacing the wrong brakes or an error in some other service that could pose a risk to the driver?
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