Herb Chambers BMW of Sudbury - Service Center

A quick glance at the reviews here show Herb Chambers BMW of Sudbury in a favorable light--and rightly so in terms of their sales organization. My wife and I found their sales team excellent and enjoyed purc of Sudbury in a favorable light--and rightly so in terms of their sales organization. My wife and I found their sales team excellent and enjoyed purchasing a car from them. At the same time, to properly appreciate a dealership you need to experience how they respond to not just sales but also service. Service is a big part of the car ownership equation. We have had two interactions with Herb Chambers BMW's service team and they were both disappointing. Before getting into the issues, it's important to note that we have had several discussions now with the service team managers, who we found unhelpful and disinterested, and wrote Herb Chambers directly through his "Talk to Herb" form on his website. We failed to receive a response from him (twice!). We encourage other BMW owners to take a moment and consider these two points where this dealership is concerned: repeat dissatisfaction in service, multiple service managers disinterested in resolving our issues and a leadership team in the form of Herb Chambers himself who solicits getting in touch but doesn't respond. Is this the dealership you want to do business with? Several of our issues: • The dealership created a video to upsell us on service we believe was expensive and unnecessary. • The dealership failed to resolve an issue with our car even though it was brand new and fully under warranty. Over a year later the issue is still not resolved. Doesn't speak well for a service team when they fail to resolve an issue. • The dealership required more than a day to make minor warranty repairs, a fact that they were not transparent about when we booked the appointment. • We received misleading text messages from the service team implying more money was owed than we agreed to or was contracted for--a simply error on their end but even still. It doesn't instill a lot of confidence in them. • A lack of response initially from service team leadership, including the service manager assigned to us (request for a call still not returned), as promised in both cases by one of the service managers. • A service department email customer satisfaction survey that failed to include a survey form or a link to an online form and instead directed us to share feedback by calling (508) 903-5300. The receptionist who answered had no knowledge of the survey nor interest in capturing our feedback. The process, to say the least, was not real respectful to customers like us. • A $100 unauthorized charge placed on our credit card after returning a loaner car. In theory, the experience of purchasing and maintaining a BMW should be positive. At Herb Chambers BMW, the sales team was for us, worst-in-class; by not responding to customer outreach, Herb Chambers himself is clearly demonstrating his own disinterest. Perhaps this dealership service team could spend a little less time and effort making videos and upselling customers and a little more focus on repairing the actual cars and treating their customers with respect. More

When I called to speak to a service writer it took forever to get through . Was disappointed I could not drop off the night before and get a loaner.Besides those issues the service was good. forever to get through . Was disappointed I could not drop off the night before and get a loaner.Besides those issues the service was good. More

I am very satisfied with promptness in solving all my requests. I feel very confortable when necessary to have the car for service at this dealership. Thank you! requests. I feel very confortable when necessary to have the car for service at this dealership. Thank you! More

Excellent service (as always), love the technical video it is very informative! great quality, notifications, on time as expected and very friendly advice! see you next time! it is very informative! great quality, notifications, on time as expected and very friendly advice! see you next time! More

As usual, very helpfuil and easy to work with; service never disappoints. Dishod very concerned to make sure I was satisfied never disappoints. Dishod very concerned to make sure I was satisfied More

Excellent service communication. Travis responded promptly to queries. Loaner car was relatively new and helpful to have. Travis responded promptly to queries. Loaner car was relatively new and helpful to have. More

Alisha was very helpful to explain the service that I needed. She was professional and kind. needed. She was professional and kind. More

Justin was awesome! He was informative and explained what was needed throughout my appointment. He let me know exactly what I needed to repair, what was important, a He was informative and explained what was needed throughout my appointment. He let me know exactly what I needed to repair, what was important, and what could wait after discussing my finances at this time! . More

I have brought my care here for service twice in the past six months and both times there were communications issues between making the appointment and when I arrived. The first time I made the appointment six months and both times there were communications issues between making the appointment and when I arrived. The first time I made the appointment far in advance and because of that I was offered a loaner. When I arrived I was told “you really shouldn’t be allowed a loaner for this type of service” - like I had done something wrong or was inconveniencing someone - despite the fact that I had simply accepted what was offered to me. The second service was scheduled on a Saturday afternoon and when I made the appointment online I was only given the option to drop off (wait and loaner were not available). The day before I called to find out when the car would be done because if not the same day I would happily reschedule. I was assured that the car would be done same day. When I arrived the service advisor told me the car would NOT be done the same day and we had to then push back on this because I was told something different over the phone and now I was AT the dealer with few options (35 min from home). It all worked out in both cases but I feel there needs to be some retraining or some form of documentation in the account when agreements are made with a customer prior to arrival to avoid this unnecessary back and forth on arrival. More

Prompt, thorough, thoughtful, service which I have come to expect from Herb Chambers of Sudbury. to expect from Herb Chambers of Sudbury. More