Herb Chambers BMW of Sudbury - Service Center

I recently had a terrible experience at BMW of Sudbury, and I feel compelled to share my frustration. Here’s what happened: Appointment Mix-Up: I made an appointment and dropped off my car as requested. and I feel compelled to share my frustration. Here’s what happened: Appointment Mix-Up: I made an appointment and dropped off my car as requested. Upon checking in, they couldn't find my record or appointment. After spending a long time sorting it out, they discovered their booking system had mistakenly assigned my car to another customer’s name, email, and phone number. This mix-up caused unnecessary delays as they had to correct the error before checking in my car. Lack of Communication: On Friday morning, I dropped off my car and was informed by the tech advisor, Travis, that I might not get my car back that day due to their busy schedule and that no loaner cars were available. He promised to update me by the end of the day. However, I received no communication on Friday, Saturday, or even Monday. By Monday afternoon, I had to call the dealership myself. When I finally got through, Travis told me the car would be ready by Tuesday and promised another update by the end of that day. Again, no update was provided. Poor Follow-Up: On Tuesday, I repeatedly called for updates but only reached voicemail with no response. By Wednesday, I had to use my wife’s phone to call the dealership’s main number to finally speak to someone. I was informed that my advisor had the day off on Tuesday and that Travis would call me on Wednesday morning. Instead of a call, I received a text message confirming I could pick up my car before 7 PM. Inconvenient Pick-Up: When I arrived at 5:55 PM, the service lobby was empty. I had to go to the sales lobby, where the staff couldn't immediately find my advisor. After a long wait, the service lobbyist finally showed up and checked out my car. The customer service at BMW of Sudbury has significantly declined. The dealership used to provide excellent customer experiences, but my recent visit was marked by disorganization and poor communication. I will never return to this dealership and advise others to stay away. More

If I could give 0 stars for this review, I would. I am been a loyal BMW owner for years and use Herb Chambers in Sudbury for my yearly inspection. This year I arrived for my appointment at 2:30 and I am been a loyal BMW owner for years and use Herb Chambers in Sudbury for my yearly inspection. This year I arrived for my appointment at 2:30 and did not leave until 6:30. I was there for over 4 hours and was never told that it was expected to take so long. They did not even start my car service until after 3:30. I was never informed it would take so long and only spoke to an actual person when I checked in/out and when they had me sign my paperwork at 3:30. I purchased a BMW because of the expectation of excellent customer service. In this respect, Herb Chambers Sudbury completely failed. I was sent a text update about the service, requesting me to purchase $2,000 worth of tires for my inspection. Instead of sending a person out to talk, they gave me a restricted inspection sticker. I was considering trading in and purchasing a new BMW but I will not ever be giving any Herb Chambers location any of my business ever again. More

I had a flat tire over the weekend and my car was towed (unannounced) to the dealership. - The service advisor was very helpful and understanding of my predicament. I had a lot of questions before i could (unannounced) to the dealership. - The service advisor was very helpful and understanding of my predicament. I had a lot of questions before i could authorize the work that was recommended for the vehicle (which turned out to be more expensive than i anticipated) and that required a lot of back and forth with the repair team. The Service Advisor worked it out favorably to my satisfaction and in my best interest. That was most appreciated. More

Great service with Nick, very friendly staff as well. Only complaint is I wish they had a vending machine like they use to. Only complaint is I wish they had a vending machine like they use to. More

Top Notch service. brought my car in at appointment time. I got a e-mail with in two hours. Serice fast and detailed video of what needed to be done. brought my car in at appointment time. I got a e-mail with in two hours. Serice fast and detailed video of what needed to be done. More

Great service, was able to book an appointment and a loaner with less than a week’s notice. Brynn was great, attentive and knowledgeable. loaner with less than a week’s notice. Brynn was great, attentive and knowledgeable. More

Took my car for 20k mi service. I was really impressed with the location and the work. Would be 5 stars except I waited for my car and it was over 3 hours. I did expect to wait 2 ho I was really impressed with the location and the work. Would be 5 stars except I waited for my car and it was over 3 hours. I did expect to wait 2 hours ish but for a scheduled service with nothing wrong, over 3 was excessive in my experience owning BMW’s for the last 15 years. My service agent Travis was great More

2 hours for an oil change . Nobody came to say anything. Unreal. Car washed and windows has spotting not dried fully. Horrendous Nobody came to say anything. Unreal. Car washed and windows has spotting not dried fully. Horrendous More

Consistently exceptional customer service from check in to check out of service department. Yordanys was above and beyond courteous and professional through the entire experience. to check out of service department. Yordanys was above and beyond courteous and professional through the entire experience. More

The Championship Team of Service @ BMW of Sudbury. The newly renovated facility only enhances the experience for customers who elect to wait on their vehicle. The newly renovated facility only enhances the experience for customers who elect to wait on their vehicle. More