ComplaintsforHerb Chambers BMW Of Boston

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car is currently being serviced by Herb Chambers **************** in *********, **. The car was dropped off for repairs on November 13, 2023. It has been in their possession for 72 days. Three weeks ago I was told that the repairs were completed. It sounded like the clean up/detail part was the hold up. I cannot get a straight answer as to when my car will be returned to me. Payment has been made. This is beyond frustrating. I am now concerned that there may be another problem. I have filed complaints on the Herb Chambers website and have not heard back. Any help or advice that you could provide would be greatly appreciated.Below is the message sent to Herb Chambers:January 24, **** I am following up on a past request made on 1/21/24. Nobody has reached out to me regarding this issue. This is regarding the Herb Chambers Autobody in Braintree. My Lexus RX 350 (2014) is currently being repaired there. The car was dropped off on November 13, 2023, it has been in their possession for 72 days. For the last three weeks I have been told that the car should be ready each of the past three weeks. I have been more than patient. I have called to check to see when the car will be available three times over the last month. 1/2/24 (*****)1/8/24 (*****) 1/12/24 (*****)On the other hand, Enterprise Rental calls me on a weekly basis to see when I am returning my rental. I assume that is what good customer service is. When I called Herb ********************** (Friday, January 12th) I was told the car would be ready in another week, and they would call me. I did not need to call again. Dont call us, well call you, and again the car is not ready a week later. I followed up again today (12 days after last call), still no answers.1/24/24 (****** took a message. Somebody was supposed to reach out to me today. I never received a call back.)At this point I would like somebody from corporate or some manager to reach out to me and explain what the problem is. Is there is an issue with Liberty Mutual, my insurance company, or is this a problem in Braintree? In past experiences (Fall 2020 - Herb Chambers Braintree) it took four weeks to get my car repaired. I should have been told upfront if repairs to the car were going to take more than 60 days. This is really poor customer service. My car insurance policy covers 30 days rental. I believe this is customary. I was not at fault, but ** still not sure if the person that hit me will cover the other 40+ days that I have had a rental. Not only are you are causing me an additional financial burden, we are now experiencing winter weather (snow and ice). I need my car to commute to work. I now have to worry about driving a rental car in bad weather. More stress and aggravation to the situation.The lack of communication and zero transparency is beyond disappointing. I thought the Herb Chambers brand stood for excellence. I purchased my car in ******. All service on my car took place in *******. I chose Herb Chambers again for autobody because I would like to trade the car in soon. I can tell you now, if this is not resolved quickly you have lost a customer. Secondly, this is such bad advertising for your brand. For the last ********************************************************************* the garage at work. There has been a lot of commentary from both my neighbors and my co-workers because I still do not have my car back. They cant believe it. Most of them bought cars in either ****** or *******. Based on my experience, I dont think they would be walking through the door, God forbid they were in a car accident.Please reach out to me and provide an update as to when my car will be available. I can be reached at ************.Thank you,********************************* **************************************************

  Business response

  01/25/2024

  Hello, This complaint should be directed to **** Chambers Collision. It was sent to Herb Chambers **** the service dealership. We are not performing any repairs to this customer or their vehicle. Thank you.

  Customer response

  01/28/2024

  
  
  Better Business Bureau:
  
  Thank you for your assistance in this matter.  I filed a complaint with Herb Chambers Collision.  The repairs to my car were finished the next day.  I picked my car up Thursday morning.  I appreciate your assistance in resolving this issue.  
  
  Regards,
  
  *********************************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've received a number of unwanted calls from Herb Chambers *** as of today, 11/22. Their number, ************, appeared on my caller ID three times today. I did not provide this company my number, have not done business with. I request my number removed ASAP.

  Customer response

  12/03/2023

  I have not heard from the business in response to my complaint. The company keeps calling on and off, numerous times per day.

  Business response

  12/04/2023

  This is an outside marketing company, not Herb Chambers Boston. I have informed any marketing companies that we do use, to remove this number from their database. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in for routine maintenance (oil change, air filter, brake fluid) and body damage occurred to my car while it was there, consisting of a long deep key scratch and scuffing on the left rear quarter panel. I immediately contacted my service advisor and arrangements were made to provide me with a loaner and pick up my car to repair the damage.At this point, the business has had my car for over a week, I was not given any paperwork to verify the repair and where it would be repaired, I am unable to get a status update and have no idea where my car is. How can this be a luxury car dealership and service center?? I have dealt with the location in ******* which is world class. I want documentation stating they are liable for the damage to my car, a date for its return, verification of no charge to me for any of this, and an apology for the inconvenience.Also sincerely question whether I would have been treated like this if I were a man.

  Business response

  08/08/2023

  We picked up *****'s car to fix a scratch on it. It was completed last night, and she has been notified. We have made arrangements to deliver it back to her tomorrow. 

  Customer response

  08/09/2023

  [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 fully satisfies 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

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello this happened a while ago like 6 months so I planned a surprise gift for my husband a *** X7 and since it was a surprise I didnt want him to know I thought a remote buy is the way to go and thats what I did so I spoke to Herb Chambers and they said ofcourse they will order it and it will come and than you guys can come to pick it up and I said yes at the time I also didnt know I was paying a premium on the price which no other dealership would ask for now the other issue some finance guy from dealership lured me into buying ************* which at the point just to buy I said yes and cancelled it like within a month my car was picked up , now I havent received the refund I paid for the insurance and its been over 3 months since I cancelled the ************* the finance Guy from the dealership is unresponsive like no response whatsoever over several emails I sent to him regarding this I also made a complaint to *** directly but they dont seem to recognize it also I am not sure what is going on this is not what I expected from such a renowed name although my car buying experience was exceptional and smooth but the post customer satisfaction is zero from the dealership I have to say the person I got the car from has nothing to do with it and he was super awesome but the finance guy is the one who is unresponsive and that is not the right behavior , Also the premium I paid was like I was fooled but that is something I can take since they gave a smooth experience. But I do need my money back for the insurance which I have already cancelled this is seriously not done

  Business response

  03/21/2023

  ****************,

   

  My name is ****** I am one of the Sales Managers here at Herb Chambers BMW of Boston. I truly apologize for this experience and will take care of this NOW. I will have your gap insurance check sent to you overnight to arrive tomorrow for the total amount paid. My sincere apologies for this issue it is not the way we do business. Please for any concerns reach out directly to me via email ***************************************** or phone ************.

   

  Your business is truly appreciated and valued.

  Customer response

  03/21/2023

  [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

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put my car in the shop at Herb Chambers Bmw of Boston to replace just a starter December 16th with no other issues, cars been running beautiful since last summer. I paid $2,150 for just the starter and wasnt able to get my car due to unforeseen circumstances, car as neglected in their custody. They left it to sit for 3 months without starting or moving the car. And I pick the car ************** of March. Car would not start they had to jump my car before it even left the shop they used my car to jump someone elses car also which resulted in me being late to get my kids by 30 mins after payment was made. After the matter I address the manager **** who was very unprofessional with the way he was treating his customers telling me good luck all because I asked why they hadnt moved touched the car telling me its not our responsibility when they had custody of my vehicle . They voided my warranty after I had mentioned all the work I had paid for this particular vehicle. Ive put over $8,000 into *** with warranties I would like it to be honored.

  Business response

  04/06/2022

  ***************** had us replace the starter on his 2006 *** 550i, 223,754 miles in December of 2021.  ************ then texted us several times making excuses on why he could not pick up his car (happy to provide if needed). When *********** stopped returning our calls, we had to repossess our loaner vehicle that he refused to return. We had to pay to have it towed back to our dealership because *********** cracked one rim and blew out two tires.  He still owes us $1200 for this damage.  When he finally picked up his finished car 3 months after the fact (we waived $75/day storage charges), he called us the following day saying his car was dead. We paid for a tow to get him to the nearest dealer down the Cape, and he was informed he needs a battery. This is ion now way our fault, but directly the fault of *********** neglecting his car for 3 months after the agreed upon repairs were finished.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called a sales representative at Herb Chambers Mini, saying that I wanted to lease a mini - as advertised on their website for $269/month. The sales rep asked me questions and followed up later that day with a quote of 495/month. I then asked about the ad I mentioned and they said "the lease ads are set by MINI nationally but we are not able to participate." I asked if there was any way for me to claim the deal advertised and they said no. Since the ad is on their website with their address and phone number it seems to be clear false advertising. I would like to lease a mini at the price advertised, or they should take the ad off the website.

*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. ↩