Herb Chambers BMW of Boston - Service Center

Need to improve service at pick up time Good service all around but disappointing disorganized at time to pick it up: I had to call to see if car was ready (it was supposed to be) as no one Good service all around but disappointing disorganized at time to pick it up: I had to call to see if car was ready (it was supposed to be) as no one had called for a few hours. The person in service had to look for the needed papers on the trash as they were not in their files. I was told car was ready when I arrived to pick it up but had to wait about 1/2 hour as car was lost to the employees. Only when I walked out I saw it had been parked by the side all along (we ran into an employee who said it was ok to drive it away, and the reason no one knew where to find it was because someone had removed a tag). More

I had to go to the service manager to get issue resolved. The service specialists are very varied and don't necessarily do a good job keeping you abreast of what is happening. That was the case with me this The service specialists are very varied and don't necessarily do a good job keeping you abreast of what is happening. That was the case with me this time. I ultimately had to work directly with the service manager (Matt). He is phenomenal!!!! But optimally, it wouldn't be necessary to have to reach out to him. More

Rude to my wife (and disorganized) You recently asked us to bring the car in for a pre-lease return inspection. My wife confirmed with Stephanie on 7/23 that she could bring the car in You recently asked us to bring the car in for a pre-lease return inspection. My wife confirmed with Stephanie on 7/23 that she could bring the car in on 7/23 for inspection. It was raining. When she brought it in, she was left standing in the rain waiting for someone to help her for 15 minutes. Then she waited for 40 minutes to be helped. When she was finally helped, the guy who helped her said he couldn't inspect it wet and said "please don't make me go dry it off." She also said that he was annoyed that she didn't know the end of the lease date. Excuse me? This is absurd. You should have dried the car off, inspected it, and looked up the lease date. You know what it is. My wife summarized the experience by saying that her time at your dealership was worse than the RMV. But wait. There's more. My wife then brought the car in for service on 8/29. It took 25 minutes for them to bring the car up and when my wife approached the service advisor, he didn't remember who she was and said it was because "five other angry wives had come in today." Most women love being told they are angry when they're not. My wife is no exception. They didn't wash the car and never did manage to do the pre-lease inspection. My lease is up in a month and because of this experience we're leaning toward an Audi. Love your vehicles, but this dealer experience has been beyond bad. More

Great Super proactive with recommendations on things to address. Quality service and immaculate wash and vacuum was a nice suprise. I highly recommend Her Super proactive with recommendations on things to address. Quality service and immaculate wash and vacuum was a nice suprise. I highly recommend Herb Chambers for all your service needs More

Consistent high quality service Professional, courteous, told me what was going to be done, and got it done on time. The loaner car was ready in time. Seamless service. Good job. Kee Professional, courteous, told me what was going to be done, and got it done on time. The loaner car was ready in time. Seamless service. Good job. Keep it up, More

Very good experience at short notice I would have given five stars but when I initially asked about one problem with a sensor that I was having, I was told before I had even finished the I would have given five stars but when I initially asked about one problem with a sensor that I was having, I was told before I had even finished the question that "it had already been replaced." But when I went back at the conclusion of the service, I was told that, in fact, the mechanic had uncovered a different issue, which they had fixed. So I lost a little bit of confidence because the service rep was over-confident. I hate it when you feel as a customer that reality is sliding away from you. More

GREAT service reps! The service reps are great; pleasant, knowledgeable, responsive, thorough. The facility is efficient and easy to negotiate. I am just always distres The service reps are great; pleasant, knowledgeable, responsive, thorough. The facility is efficient and easy to negotiate. I am just always distressed how much it costs to have my mini serviced here. I worked with Matt but forget his last name. He and his colleague with whom I have worked previously are consistently excellent. More

Intake was good picking up was horrible I brought my car to the dealership for a dashboard notice to check brakes. Drop off was smooth. I got an email later that car was done and what time w I brought my car to the dealership for a dashboard notice to check brakes. Drop off was smooth. I got an email later that car was done and what time was I coming back for pickup so that car would be ready for me. When I returned My car was not there and ready and i was treated rudely, They called for the car to be brought down. I waited for 15 minutes and decided to go outside. My car was sitting outside unlocked and with the key sitting on the console. They just dropped my car outside and no one told me it was there. Good that the service was done well but really crummy customer service and I will never buy from Herb Chambers again. More

12,000 Mile Service Check In summary... easy breezy. In a little less than two hours I was in and out, was able to work and enjoyed a nice cup of coffee while waiting. In summary... easy breezy. In a little less than two hours I was in and out, was able to work and enjoyed a nice cup of coffee while waiting. More

Not taken seriously So I came in to discuss the excessive brake dust that has continually been on my front wheel rims since you replaced our brakes two years ago, as well So I came in to discuss the excessive brake dust that has continually been on my front wheel rims since you replaced our brakes two years ago, as well as for a squeaking noise from front brakes when braking and turning. The customer service person was dismissive and basically asked me if I wanted a car wash. He seemed to think I’d be satisfied with that solution (and that’s what I had come in for) —addressing me like I was a woman who didn’t know what I was talking about. I then told him that I was also there for the squeal. In the end, the brakes were replaced. Noise is gone and interestingly, we are no longer getting the brake dust that we endured for 2 years. Given how soon we had to replace the brakes and that the brake dust that would make our rims black within 2 weeks of a car wash (yes 2 weeks! as I explained to him and he told me this was “normal”), there was clearly something wrong with the brakes that you had replaced. But based on how your service rep talked to me, it’s probably all in my pretty little head. More