Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in on a Thursday (9/26) with a noise my car was making I was told it was the ball joint and 1600$ later of repairs I pick up my car on that Saturday (9/28) and the car is making the exact same noises. I bring the car back on Monday (9/30) and after a few hours, they call me and basically tell me they test drove it and nothing is wrong. They were very demeaning on the phone and I decide Im going to bring my car somewhere else, I bring it to a place I trust out of the city where I used to live, and after hours of looking at my car they find the issue, and said if I ignored it it would cause irreversible damage. I had to spend another 1200$ and the noise was gone. I was told by this place that I was way overcharged for ball joints by this Toyota. I had another friend after the fact tell me she took her car here for brake pad replacements and they did it incorrectly, causing her 1000$ of dollars in repairs. Absolutely unacceptable.

  Business Response

  Date: 10/28/2024

  Thank you for taking the time to provide feedback on your recent service experience at our dealership. 
  We strive to provide an exceptional experience for all our customers. 
  I have added a copy of your Repair Invoice to this response. I also added a copy of the estimate to this response. I also added a link to the video of your vehicle.  
  I have reviewed your Repair Invoice. The items we found that needed to be addressed were the Ball Joints on the left front. The video will show the grease that leaked out of the Ball Joints. We recommended both front Ball Joints and a 4 wheel alignment. The Tech also performed a recall on your vehicle. Tech also replaced the Drive Belt. We also recommended some prevented maintenance items that were declined.
  The replacement of both Ball joint was $1083.44. The alignment cost was $179.00. The Drive Belt replacement cost was $232.38.
  I see that you came in a couple of days later for a popping noise and our Master Diagnostic Tech test drove your vehicle and could not duplicate the noise.
  I dont see any discrepancy with the invoice total.
  Feel free to get a written estimate at any local Toyota dealer and if the cost is cheaper. I will reimburse the difference. 

  *************************************************;

  Thank You 

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not doubt I needed another ball joint, and was able to review the video. I brought my car back because the car was making the exact same noise as it was when I originally dropped off the car. The noise was not a new noise, even though on intake that question was asked to me multiple times. When I took it to a new place after you guys told me there was nothing further, it was determined the issue was with the struts and control arm, and if I had let the issue go on it would have called irreversible damage. I wasted time and money and had to take time off of work, and I do not believe you did a thorough job that could have costed me the car. 
  
  Regards,

  ****

   

   

  Business Response

  Date: 11/04/2024

  Cars are complex things, there are many different mechanisms, moving parts and components that when failed create the same type of noise. We pinpointed the failure with the ball joint, as you know by the video. This would have caused the same noise you described. The ball joint was failed and needed to be replaced. 

   I have added ****** as a Good Will credit to your service account. This can be used for any future repairs at this location.

  Thank You 

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car into Herb Chambers Toyota of Boston ************** on July 30, 2024 to have air put in the spare tire and to reset the oil change light. When they were done and I was leaving, I noticed they had grossly overinflated all of my tires (PSI 47 to 50 instead of *****). Worse yet, the tire pressure monitor sensor in one of my tires was no longer working, although it was fine when I brought the car in. When I got home, I made another appointment to get the broken tire pressure sensor, and I explained to them that the problem appeared while they had the car. At the second appointment, which was on August 1, 2024,, it took them 1.5 hours to "diagnose" the problem as a broken tire pressure monitor sensor. They denied any responsibility for causing it, saying it was a dead battery, although Im confident they never inspected the broken tire pressure sensor to determine why it failed. Then they quoted me $450 to install a new tire pressure sensor monitor. A quick ****** search estimated the repair cost at $100 to $200. So I left. I ordered the necessary part myself from a different Toyota dealership for $80 and found someone to install it for $50. In short, they did a bad job fixing the original problem, broke something in the process, refused to fix the thing they broke, and quoted me triple the standard price to do the repair themselves.

  Business Response

  Date: 08/10/2024

  Hi, my name is *************************. I am the Service Director of herb Chambers Toyota of Boston. I have attached ************************* invoice to this response. Mr. **** brought his vehicle in for service on 07/30/2024. Line A. states fill spare tire with air. Line B. states to perform coolant flush. Line C. states perform ***** inverter. Line D. states just done an oil change recently at local shop and will need to reset maintenance light.

  Thank you for taking the time to provide feedback on your recent service experience at our dealership. We strive to provide an exceptional experience for all of our customers. I am sorry to hear your experience with us did not meet your expectations. 

  I have added a $25.00 credit to your service file as Goodwill. That can be used at Herb Chambers Toyota of Boston towards any service. 

   

  Thank You 

  ************************;

  Service Director

  Customer Answer

  Date: 08/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.

   

  Dear BBB,

  I have reviewed the response to my complaint from Herb Chambers Toyota of Boston.  But it is not a true response in any sense.  It merely summarizes the service work originally performed by the firm when I first brought my car to them.  They ignore my complaint about over inflating all of my tires and damaging one of the tire pressure monitor sensors during that first visit, and about refusing to fix the tire pressure monitor sensor when I brought the car back not to mention quoting me triple the standard price for repairing the damage they did to my car.  I have no interest in bringing my car back to them.  A $25 store credit is meaningless.  
  

  There response didnt even qualify as a perfunctory denial.  They should be embarrassed.  

   

   

  Business Response

  Date: 08/17/2024

  I have added a $50.00 credit to your service file as Goodwill. That can be used at Herb Chambers Toyota of Boston towards any service.

   

  Thank You

   

  *************************

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The offer of store credit does not resolve my complaint.  I will never again bring my vehicle into Herb Chambers Toyota of Boston.  The last time I brought my car there, they botched the requested repair, broke something else, refused to fix the thing they broke, and then quoted me triple the standard price for the repair.  I view there business as a bad actor.  Bringing my car in would just make me vulnerable to further harmful acts by Herb Chambers Toyota employees.  

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11,2024 I brought my car to Herb Chamber of Toyota to have my car key connected to the vehicle. I dropped my car off at 7am and when I went back at 11am my car was not even brought into the bay to be looked at. I left and returned at 1:15pm and was told that my car was being taken apart and it would cost me ****** dollars to fix. I went there to have my key connected to my vehicle so I can lock and unlock my door with it. I told the manager this and asked to have my car back. I was told in order to get my car back that I would have to pay ****** dollars. My car was not fixed nor touched during this process as I was looking at it parked. Please assist as I feel they charged me for nothing. Thank you

  Business Response

  Date: 07/17/2024

  HI MY NAME IS *************************, THE SERVICE DIRECTOR FOR HERB CHAMBERS TOYOTA BOSTON. CUSTOMER ****************** WAS IN OUR SERVICE DEPARTMENT ON 07/11/2024 WITH HER 2015 TOYOTA CAMRY VIN# ***************** WITH ***** MILES. CUSTOMER ****************** COMMUNICATED TO ** THAT SHE LOST HER KEY BUT HAD A SPARE KEY, BUT NOW WHEN CUSTOMER FIRST OPENS THE DOOR ***** WILL TURN ON. THE ***** ALSO GOES ON WHEN DRIVING THE VEHICLE. ALSO KEY REMOTE NOT WORKING WITH THE DOORS. WE EXPLAINED TO THE CUSTOMER ****************** THAT THERE WAS A $179.00 DIAGNOSTIC FEE FOR THE ****NICIAN TO DIAGNOSE THE VEHICLE. CUSTOMER ****************** AGREED AND SIGNED PAPERWORK. WE THEN TOLD THE CUSTOMER ****************** WE WOULD GET THE VEHICLE IN THE **** FOR DIAGNOSING. THE VEHICLE DID NOT GO IN THE **** RIGHT AWAY, BUT THE WORK WAS DISPATCHED TO THE ****NICIAN. ONCE THE VEHICLE WAS DIAGNOSED, WE CONTACTED CUSTOMER ****************** WITH THE FINDINGS. THE ****NICIAN FOUND THE VEHICLE HAS AN AFTERMARKET ***** SYSTEM. **** ALSO FOUND THE ***** SYSTEM HAS SEVERAL ***** THAT HAVE BEEN CUT AND LOOSE, THERE WAS ALSO EVIDENCE THAT SOMEONE HAD PREVIOUSLY BEEN TAMPERING WITH THE DOOR PANELS. THE **** REQUESTED TO START WITH REMOVING THE AFTERMARKET ***** SYSTEM AND REPAIRING THE ***** TO START. WE CONTACTED CUSTOMER ****************** FOR AUTHORIZATION OF $716 TO TAKE CARE OF THE WIRING. WE ALSO PERFORM A MULTI-POINT INSPECTION ON EVERY VEHICLE. WE FOUND FRONT BRAKES AT 3MM AND REAR BRAKES AT 1MM, ALSO FOUND R/R BRAKE CALIPER SIEZED, ALSO RECOMMENDED A ENGINE AIR FILTER REPLACEMENT DUE TO BEING DIRTY, CABIN AIR FILTER REPLACEMENT DUE TO BEING DIRTY, , ALSO RECOMMENDED A ENGINE COOLANT REPLACEMENT: DUE TO THE MILEAGE, BRAKE FLUSH: DUE TO THE MILEAGE. CUSTOMER ****************** DECLINED ALL REPAIRS. WE STRIVE TO PROVIDE AN EXCEPTIONAL EXPERIENCE FOR ALL OUR CUSTOMERS @ HERB ********************************************* OF ********************. WE WILL NOT REFUND THE $179.00 TO CUSTOMER ******************. I DONT BELIEVE THAT THIS IS FAIR FOR BOTH PARTYS. WE ARE WILLING TO ISSUE AN IN-HOUSE CREDIT FOR $89.50 THAT CAN BE USED AT ANY TIME FOR ANY SERVICE OR MAINTENANCE OR PARTS. THANK YOU, *************************,

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have complaint about the noise of the car from the bottom after I changed a wheel/rim on this location.I got the response, Your service visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previse visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed. The diagnostic charge is added to repair of the vehicle. We strive to provide an exceptional experience for all of our customers.If you would like us to take a look at your vehicle. I can discount the diagnostic charge down to $60.00. I do not satisfy this response since the sketch noise is only coming after the changes of the wheel and rim. I guess they did something wrong on the maintenance but they want to charge not only the dianosis but maybe more later. I do not know how should I trust them since this happened before that they diagnosis something wrong and asked me to change something.

  Business Response

  Date: 03/09/2023

  Hi Mr. **, this is the second complaint to the BBB. as I mentioned in my previous response to your complaint.  *********** visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previous visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed.  We strive to provide an exceptional experience for all of our customers. If you would like us to take a look at your vehicle. I can wave the diagnostic charge for you. We will look at your vehicle at no charge and then we will inform you of what your vehicle will need. 

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The solution provided by the provider is interesting, but the provider did leave any contact information, who should I contact and what is the phone number?
  
  
  Regards,

  Sheng

   

   

  Business Response

  Date: 03/20/2023

  Hi Mr. *** I am not sure what you would like me to do, it's been over a year since you been to Herb Chambers Toyota. We are trying to help you. Call me at ************ and speak with *************************. He will help you. 

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I replaced a new tire and rim 8 month ago on Toyota Herb (it says 12 month guarantee). After the replacement, I can hear some noise (mental sketch noise) from the bottom of car when turning or on the small bump on the road. I thought it maybe not a big problem and will test on next maintenance time with them (I trusted them). However, when I went here for maintenance and tell them the problem, they asked for a diagnosis charge ($169) first and may need to pay more later. It is ridiculous that we need to pay for their possible mistakes.

  Business Response

  Date: 02/10/2023

  Hi Mr. ******************** ******* visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previse visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed. The diagnostic charge is added to repair of the vehicle. We strive to provide an exceptional experience for all of our customers.

  If you would like us to take a look at your vehicle. I can discount the diagnostic charge down to $60.00.