Herb Chambers BMW of Boston - Service Center

James helps me every time I come in. He explains what needs to be done and he knows what he says. Promote that guy. He explains what needs to be done and he knows what he says. Promote that guy. More

Brought my car in for a timing chain diagnosis. I get a call back 45 min after dropping off my car from one of the service advisors to tell me that both differentials are noisy and need replaceme I get a call back 45 min after dropping off my car from one of the service advisors to tell me that both differentials are noisy and need replacement. I asked him, what about the timing chain? What are the results? He hesitates and tells me that it seems okay. This is when my first conversation with Mr. Santos takes place. I call him for more information and to make sure the car went through the timing chain inspection following BMW’s procedure . I also point out to him that whenever I get an oil change, his technicians who perform a courtesy multi-point inspection, seem to always disagree with each other on what the car needs. Every report I get is different from the previous one. He underestimates this but tells me that he will send the correct work order now for the timing chain and that he will call me back tomorrow with an answer. A couple days went by, no update . After a week, I decide to give him a call back . After leaving a voicemail , he calls me back and says timing chain test was successful and car is ready for pick up. On my way there today, I call them ahead of time, in hopes to have my car ready as I was in a bit of a hurry. I was charged $200 inspection fee that should’ve been waived according to the service extension bulletin (had the work order been sent correctly the first time ) I drop off their loaner today and still had to wait around 30 min to get my car pulled out of their service area. Car comes out dirty, they didn’t wash it. In the passenger side is a scrambled piece of paper and some paperwork on the seat from one of their other cars in service that they felt was okay to throw inside my car. I am furious at this point as I had left the dealership already, I take pictures and call Mr Santos and all he says is : "well I apologize sir, I can send someone to pick up that trash". I tell him that this is unacceptable, and the way they operate is wrong. He raises his voice to then tell me : "what do you want now ? I am not going to argue with you. If you are not satisfied with us , don’t come back, take it somewhere else sir" I told him that I would get a hold of his General Manager and that I was on my way back to the dealership now. He tells he would wait for me outside to discuss, not sure why outside tho. Possibly because his way of handling the situation was wrong and it would escalate, certainly not in his favor. I drive back and see him waiting for me outside, he apologized numerous times. At that point, my hands were shacking from the stress I was put through . He offered a refund and a complimentary detail, which I refused. After all, you can’t offer me anything after you told me to not come back minutes earlier. I haven’t seen anything like this before, I felt like I was never taken seriously. Their negligence and lack of responsibility deserve a 0 star review. More

Personnel was very professional on the phone when I called to make an appointment, and on arrival to the dealership I experienced the same. called to make an appointment, and on arrival to the dealership I experienced the same. More

The service advisor and the service performed were both good. The dealership is way overcrowded. Too many cars crammed into a small space, risking damage to autos. I ordered a new 7 series a number a ye good. The dealership is way overcrowded. Too many cars crammed into a small space, risking damage to autos. I ordered a new 7 series a number a years ago. I waited a few months for delivery and the dealership damaged it when moving it around in their space. So, I asked for my downpayment to be returned and I bought a new 7series from another Herb Chambers dealership. For yesterday's service, I was notified that my car was done and ready to pick up. I was there in 20 minutes and was told it would be another 5 minutes because it was being washed. After 15 minutes, I went to the wash area and they just began washing it together with 2 other cars. After another 15 minutes, my car was ready. So, almost an hour after I was told it was ready, I finally got my car back. There is very little coordination with the service department completing service, the people notifying customers that the car is ready, and the people washing the cars. Needs much improvement. More

Brought my car in for service, friendly staff. They didn’t try and upswell products. The video inspection was good to see. They didn’t try and upswell products. The video inspection was good to see. More

Repeat customer several times over the last decade. Have had great experiences with them both in sales (4 times) and service (many more) Have had great experiences with them both in sales (4 times) and service (many more) More

Went in for a simple oil change. Took 2.5 hours with an appointment. Just too long!!! Took 2.5 hours with an appointment. Just too long!!! More

Easy appointment And very helpful service person. I was sent a video of the review of the car and promptly informed about some additional issues that we had discussed. Excellent experience. I was sent a video of the review of the car and promptly informed about some additional issues that we had discussed. Excellent experience. More

Mark Raven in the service department is a super star . He is knowledgeable helpful and professional. I was in and out in just over an hour and that was because Mark was paying attention and kept a watchfu He is knowledgeable helpful and professional. I was in and out in just over an hour and that was because Mark was paying attention and kept a watchful eye on my vehicle. More

James was great to work with. He kept me informed throughout the day. I’m very happy with his efforts. He kept me informed throughout the day. I’m very happy with his efforts. More