Herb Chambers BMW of Sudbury - Service Center

If you own a BMW in MA, you should read this. The following is the WORST and the BEST BMW experiences I've ever had. If you own a BMW in Mass, you should read this. I own a 2016 BMW X5M. I've h The following is the WORST and the BEST BMW experiences I've ever had. If you own a BMW in Mass, you should read this. I own a 2016 BMW X5M. I've had the whole car wrapped to keep it like new. My car is immaculate. Aftermarket HRE black rims and the X5M paint is black sapphire. So here we go... I had already lowered my vehicle with top of the line H&R springs, but I needed to replace those and switch it with the Dinan(BMW) suspension kit. I did this as to not break the aftermarket suspension rules with my insurance company, Progressive Insurance. They will cover everything BMW/Dinan but will not cover any other aftermarket suspension. So I went down to BMW Gallery Norwood BMW and had them do the install. Big mistake. When I went to pick up my ride I saw that on all 4 tires they had about 2 inches of dried dirt up the sidewalls. I also saw a "Splotch" on the front right rubber where someone hit a curb or something. I drove out of there because it was very late in the day and I was late getting down to Cape Cod for the weekend and I just didn't want to deal with that dealership ever again after looking at the way they gave me my car back. When I got on the highway to the Cape, I heard all sorts of rattling and pinging. Sounded like ROCKS were rattling around in the wheels, suspension and brakes. So the next day, I brought it to BMW of Cape Cod in Hyannis to get the rattling checked out. Sure enough, they removed quite a few rocks! I also asked them to check the safety of the vehicle for me and they gave me the ok that the car was safe to drive all the way home(half hour north of Boston). I left the Cape the following day and noticed that my alignment was off as well. I also had a very bad squeaking/grinding sound coming from the suspension(not rocks). It also felt like my wheels were out of balance with a nice vibration in the steering wheel. I also noticed in the daylight that there was a significant dent as you get into the car on the floor board. It looked like someone took a ball peen hammer and slammed it on the bottom of the door before the rug as you get into the car. I spent $1,200.00 for someone at BMW Gallery Norwood dealership to go out 4-wheeling in my baby. Do not ever ever ever do any business at this place. Did I mention that it was a $100,000 2016 X5M ? This is how BMW Gallery Norwood treats their top of the line vehicles and customers. So then I took the car to AL Jonuz, the service director at Herb Chambers BMW Sudbury and told him the whole story. AL called Cape Cod BMW and verified that they had taken out quite a few rocks out of the front of the car. I've dealt with this service department in Sudbury before when I had my 3-series and they were always professional and have done a great job with my cars. If there were a instructional manual on how to be a good Service Director for a BMW dealership, AL should be the one writing it. So here is what AL found out about what happened to my car... One of my wheels was 40grams off balance mysteriously. My HRE wheels were in perfect balance from the factory and were perfect before I dropped the car off at Norwood. The install of the Dinan suspesion was done incorrectly. One side of the car was a full INCH higher than the other side and the general ride height/stance wasn't correct. There was a dent on the inside of my drivers side foot panel. It would be impossible to cause a dent like this with shoes. Someone either dropped something extremely heavy on it or it was done intentionally. The alignment was off. Guessing this was from the splotch on my front tire. There were additional rocks in the suspension and brakes. Heavy duty scratches on the suspension like the parts were slammed around. My car was MINT condition when I dropped it off and they gave me back a xxx. AL had to call Norwood 3 times to get Norwood to pay for the damage and all the extra work that had to be done to fix everything they screwed up and they still didn't pay. Then I found out the regional BMW USA people actually went down there in person to BMW Gallery Norwood to see what the xxxx happened. I'm still waiting to hear the results of that. AL told me that no matter what, "he was going to take care of it" and for me not to worry. Can you believe that? THIS is what saved me from never ever buying a BMW again. My next car was going to be the new 2018 M5 AWD, but after this experience in Norwood, my next car was going to be a Jag, Merc or Audi. So anyway, AL fixed everything wrong with my vehicle and my ride is back to normal after about a week and a half of them fixing it. He even had to order a few parts that had to come in from California to fix the Dinan suspension screwup. He fixed the dent on the foot well, the front and rear suspension, the alignment, balanced my wheels and did everything for not so much as a dime! THIS is how you should be treated when you buy one of BMW's top of the line M cars. BMW USA is getting a copy of this review and they had better do something about the service manager/director at Norwood and the shady Russ dispatch guy, especially if he is the one who took my car for the joyride. I don't care where you live, if you own a BMW, I highly recommend getting it serviced at Herb Chambers of Sudbury. Ask for AL Jonuz the Service Director. DO NOT have BMW Gallery of Norwood do any Dinan work or any work whatsoever to your vehicle, ever. This place gives BMW a bad name and gave me the worst service of ANY company I've ever done business with. BMW USA should be ashamed to have a service manager representing their company like this and shady guys like Russ dealing with its customers. Would Mercedes Benz keep guys like this around? Would Rolex keep guys like this around? Not in a million years. More

Great service center My second time dealing with Ken for my service. He is exceptionally thorough and courteous. My service experience is always seamless and it starts and My second time dealing with Ken for my service. He is exceptionally thorough and courteous. My service experience is always seamless and it starts and ends with Ken. More

Outstanding Service Advisor + Repeat Service Experience Currently I'm driving my 6th BMW, an X3. I purchased this Certified Pre-Owned vehicle last year from BMW of Sudbury. Over the years, i've experienced Currently I'm driving my 6th BMW, an X3. I purchased this Certified Pre-Owned vehicle last year from BMW of Sudbury. Over the years, i've experienced three different dealerships and worked with countless service advisors. There is no doubt that Kenneth Meltzer is the finest Service Advisor i've ever had the pleasure of working with. His customer service is extraordinary during every step of the process, from intake to pick up and after the work is done, he personally follows your vehicle with great attention detail that goes far beyond expectations. It is a strong team led by Al Jonuz. Colleen Silver has also been very helpful. In summary, Kenneth Meltzer in particular is an automotive expert you can trust, and one that I would highly recommend you use for servicing your BMW. More

Not what I expect from a BMW dealer Where to begin? When I came to pick up my car, was given the wrong paperwork. Finally got my paperwork with no explanation about why some services we Where to begin? When I came to pick up my car, was given the wrong paperwork. Finally got my paperwork with no explanation about why some services were not performed. Called a few days later. Put on hold. Phone rings and rings, someone picks up and hangs up, phone rings and rings. Someone picks up then hangs up. This happens five times. Call back. Finally get through. Transferred to a different service advisor who does not sound happy to talk with me. He explains that some tests were done and will email them to me. Emails me a service estimate instead. I email him back. He then sends me the correct paperwork. It should not be this difficult! Like the car but the service is worse than my husband gets at his Honda dealer. More

Repair and maintenance Ken was extremely thorough in the service of my car and took care of everything I identified and more! He identified issues and gave me sound advice. Ken was extremely thorough in the service of my car and took care of everything I identified and more! He identified issues and gave me sound advice. I feel as though my car is in the best of hands! Thank you, Ken, and BMW Sudbury! More

Best service experience I had a regular service and a recall repair on my X3 recently. It was one of the most pleasing and satisfactory experiences I ever have had, and the s I had a regular service and a recall repair on my X3 recently. It was one of the most pleasing and satisfactory experiences I ever have had, and the service agent was Ken Meltzer. He was fast and precise in the processing of my service order and very well caring until the end. Thanks Ken! More

Great service experience I had a brake fluid service and a retrofit service for the idrive to upgrade from 2G to 3G. Ken was very helpful and patient in listening to all my co I had a brake fluid service and a retrofit service for the idrive to upgrade from 2G to 3G. Ken was very helpful and patient in listening to all my concerns and advising me about it. Ken explained the retrofit process well and the issues they sometimes face with reprogramming and extra time required to troubleshoot them. Ken was was focused on making sure he addresses all my concerns and the overall experience of working with him was very pleasant. More

Great Service - Always Great service as usual and super responsive. Car was dangerous for my wife drive as it shut off on the highway. They drove to my home the same day w Great service as usual and super responsive. Car was dangerous for my wife drive as it shut off on the highway. They drove to my home the same day with a loaner for us and took my car directly in for service. Appreciate the amazing service! More

Fantastic experience I had a fantastic experience at Sudbury BMW at the service department my service advisor Ken is the best would recommend to go to Sudbury BMW I had a fantastic experience at Sudbury BMW at the service department my service advisor Ken is the best would recommend to go to Sudbury BMW More

Professional Attitude - Service Exceeded Expectations! The service light on my year old X1 indicated an oil change was required. I had purchased my X1 and had had the very first service done at another The service light on my year old X1 indicated an oil change was required. I had purchased my X1 and had had the very first service done at another Boston Metrowest dealer. I decided to give BMW of Sudbury a try - even though, location wise I preferred the dealership I bought my car from. I have had some grudges against both the sales and service experience at the other dealership. William Kramer, my service advisor at BMW Sudbury, was very professional in his approach. He advised me that my car needed new wipers and cabin air / fuel filters, beside the oil change. He also listened patiently to a concern I had regarding the TPM. Since I had walked in without an appointment, William gave me an good estimate of the waiting time. I also raised another concern about BMW all-weather floor liners( rear passenger) getting warped - I had purchased these at the other dealer. William took a look and after discussing warranty with the parts department informed me if I could get the receipt he could explore getting them replaced. The other dealership was kind enough to email me a copy of the receipt. William got them replaced! I will like to mention that I had brought this issue (floor liners) to the notice of the dealership I had purchased the car and floor liners from - when I got towed to them last month to get a tire (damaged by a pot hole) replaced. Their parts department told it was too late now, saying if I had raised this issue within 2-3 months of purchasing, they could have considered my request. I will like to mention that the other dealership had offered me these floor liners free in exchange for a good sales experience review ( 5 stars on all front). I refused and had paid for the floor liners. I never wrote the sales review for them. I was very impressed with the politeness of William Kramer ( BMW of Sudbury). He is a true professional and patiently "listens" to customer concerns and addresses them. BMW Sudbury is my new stop for future BMW service. Highly recommended! More