Matt Krappe | Page 3

This is arguably the worst and most unprofessional service i’ve ever received. This was my first service visit and it certainly left a bad taste in my mouth. I scheduled an appointment a week in a service i’ve ever received. This was my first service visit and it certainly left a bad taste in my mouth. I scheduled an appointment a week in advance for some issues i was already having with my car. i scheduled to drop off my car and pick up a loaner. the morning of my appointment i called to confirm that i will have a loaner as i had work to get to. Upon arriving i was told that there was no loaner for me as they gave them all out. Obviously i was very upset because i called an hour before arriving to confirm the loaner. I proceeded to wait 40 minutes until they found a loaner that they can give me, keep in mind this was not a last minute drop in, it’s been scheduled for an entire week in advance. I was upset with the staff and how clear it was that customer journey doesn’t matter. The loaner they gave me was dirty from the inside and barely had gas. The staff claimed it’s because they didn’t have enough time since i was in a hurry. They had a week and the unprofessionalism made me panic because i had work to get to. Fast forward, i return the loaner and pick up the car. Unfortunately upon leaving the service center we realized that we forgot our handicap placard in the glovebox. Since i returned the loaner at closing time i could not get in contact with anyone. I proceeded to call the next day (sunday) and a sales representative told me they don’t have access to loaner and to call service the following day when they’re open. I called the following day and the service representative that i spoke to took down the information and told me to they will look and call me back, i asked them twice to confirm that they WILL call me back. 3 hours later, the service department is about to close again and I had to call since i received no call. The representative that picked up informed me “They looked thoroughly through the car and could not locate it and the loaner is now loaned to someone else”. This was extremely frustrating as we are 100% sure it was in the glovebox as we put it there an hour before returning it, we were not debating if we left it we knew we forgot it. I tried to explain that to the representative and i was met with “well loaner cars get loaned that’s what they’re for”. I attempted to contact both service managers and left they voicemails twice each and till this day have not heard anything back. Finally we took this issue to our sales representative so that we can find any solution as the service department is far less than capable to do so. ONLY to find out that the service team never took record that I ever even took out a loaner. There is no record of me taking a loaner at all and that this entire time they only looked in ONE out of many loaner vehicles and called it a day and claimed they could not find it. When this whole time they barely cared to put in any effort. Despite the fact that i gave them the loaner vehicle description. I could have thrown this $40,000 car to the side of a road and left it for scrap and it would have never traced back to me due to this teams extreme lack of accountability and professionalism. This isn’t a random service center at a gas station. This is supposedly a luxury car brand BMW. I have left things across the country in rental cars and have had them mailed to me and it was an easier journey than a dealership 2 miles away from me. This is so unbelievably unprofessional and ridiculous. We are still waiting to even receive it back due to all the loaners still being in and out, and who knows if anyone who’s in a loaner could take it for their own use. This could have all been avoided if a customers journey was a priority and if the basic task of taking note of which loaner that’s as loaned to a customer. If this occurred we would have received the handicap within hours of reporting it forgotten. Instead here we are a whole week later with no update from service. More

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Without Matt assistances I would had got nothing done, with dealing with coverage company to my BMW. The only reason I leave Randolph / Braintree Ma to do service with Chamber of Boston, is because of Mat with dealing with coverage company to my BMW. The only reason I leave Randolph / Braintree Ma to do service with Chamber of Boston, is because of Matt! everyone else is great, but Matt is above the rest. Matt's understanding of the service the department and dealing with customer, again is by far top notch. Thanks Matt. More

by Investwise Verified Customer Verified Customer

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Without Matt assistances I would had got nothing done, with dealing with coverage company to my BMW. The only reason I leave Randolph / Braintree Ma to do service with Chamber of Boston, is because of Mat with dealing with coverage company to my BMW. The only reason I leave Randolph / Braintree Ma to do service with Chamber of Boston, is because of Matt! everyone else is great, but Matt is above the rest. Matt's understanding of the service the department and dealing with customer, again is by far top notch. Thanks Matt. More

by Investwise8 Verified Customer Verified Customer

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Service was good. Took longer than expected to service my car but everyone was nice. Took longer than expected to service my car but everyone was nice. More

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You can’t trust this dealership. Horrible service and experience. You can’t trust anyone there!!!! Horrible service and experience. You can’t trust anyone there!!!! More

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GREAT FAST SERVICE AT BMW BOSTON HIGOR T. AND MATT K. ARE PROFESSIONAL AND FRIENDLY A FIVE STAR SERVICE EXPERIENCE...HIGHLY RECOMMENDED AND MATT K. ARE PROFESSIONAL AND FRIENDLY A FIVE STAR SERVICE EXPERIENCE...HIGHLY RECOMMENDED More

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Honest specific and helpful in answering my question. This allowed me to make decisions that make me more loyal to bmw. This allowed me to make decisions that make me more loyal to bmw. More

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Matt is the best service manager around! He is definitely an asset at Herb Chambers BMW Boston .Matt goes above and beyond to help his clients ..Thank you Matt! He is definitely an asset at Herb Chambers BMW Boston .Matt goes above and beyond to help his clients ..Thank you Matt! More

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It was a regular maintenance appointment. Set up at time convenient to me & because it lasted nearly 3 hours - I got a loaner even though I did not book it in advance. The service team went o Set up at time convenient to me & because it lasted nearly 3 hours - I got a loaner even though I did not book it in advance. The service team went over & above my expectations in promptly accommodating my needs. Excellent service! More

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Matt, the Service Director at Herb Chambers BMW, handled the water damage issue with my car caused by a windshield replacement company with utmost attention and professionalism. the water damage issue with my car caused by a windshield replacement company with utmost attention and professionalism. More

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