Hank Santos | Page 2

It was unpleasant working with the management department at the beginning. Steven P. Helps to solve the problems. at the beginning. Steven P. Helps to solve the problems. More

Helpful 0

Report | Print

This is arguably the worst and most unprofessional service i’ve ever received. This was my first service visit and it certainly left a bad taste in my mouth. I scheduled an appointment a week in a service i’ve ever received. This was my first service visit and it certainly left a bad taste in my mouth. I scheduled an appointment a week in advance for some issues i was already having with my car. i scheduled to drop off my car and pick up a loaner. the morning of my appointment i called to confirm that i will have a loaner as i had work to get to. Upon arriving i was told that there was no loaner for me as they gave them all out. Obviously i was very upset because i called an hour before arriving to confirm the loaner. I proceeded to wait 40 minutes until they found a loaner that they can give me, keep in mind this was not a last minute drop in, it’s been scheduled for an entire week in advance. I was upset with the staff and how clear it was that customer journey doesn’t matter. The loaner they gave me was dirty from the inside and barely had gas. The staff claimed it’s because they didn’t have enough time since i was in a hurry. They had a week and the unprofessionalism made me panic because i had work to get to. Fast forward, i return the loaner and pick up the car. Unfortunately upon leaving the service center we realized that we forgot our handicap placard in the glovebox. Since i returned the loaner at closing time i could not get in contact with anyone. I proceeded to call the next day (sunday) and a sales representative told me they don’t have access to loaner and to call service the following day when they’re open. I called the following day and the service representative that i spoke to took down the information and told me to they will look and call me back, i asked them twice to confirm that they WILL call me back. 3 hours later, the service department is about to close again and I had to call since i received no call. The representative that picked up informed me “They looked thoroughly through the car and could not locate it and the loaner is now loaned to someone else”. This was extremely frustrating as we are 100% sure it was in the glovebox as we put it there an hour before returning it, we were not debating if we left it we knew we forgot it. I tried to explain that to the representative and i was met with “well loaner cars get loaned that’s what they’re for”. I attempted to contact both service managers and left they voicemails twice each and till this day have not heard anything back. Finally we took this issue to our sales representative so that we can find any solution as the service department is far less than capable to do so. ONLY to find out that the service team never took record that I ever even took out a loaner. There is no record of me taking a loaner at all and that this entire time they only looked in ONE out of many loaner vehicles and called it a day and claimed they could not find it. When this whole time they barely cared to put in any effort. Despite the fact that i gave them the loaner vehicle description. I could have thrown this $40,000 car to the side of a road and left it for scrap and it would have never traced back to me due to this teams extreme lack of accountability and professionalism. This isn’t a random service center at a gas station. This is supposedly a luxury car brand BMW. I have left things across the country in rental cars and have had them mailed to me and it was an easier journey than a dealership 2 miles away from me. This is so unbelievably unprofessional and ridiculous. We are still waiting to even receive it back due to all the loaners still being in and out, and who knows if anyone who’s in a loaner could take it for their own use. This could have all been avoided if a customers journey was a priority and if the basic task of taking note of which loaner that’s as loaned to a customer. If this occurred we would have received the handicap within hours of reporting it forgotten. Instead here we are a whole week later with no update from service. More

Helpful 1

Report | Print

I recently had the pleasure of working with Hank and the service team at Herb Chambers BMW of Boston, and I have to say, they are exceptional. From start to finish, their dedication to providing outstanding service team at Herb Chambers BMW of Boston, and I have to say, they are exceptional. From start to finish, their dedication to providing outstanding service was evident. What I appreciated most about Hank and the team was their ability to truly listen to my needs and act with urgency. They took the time to understand my concerns and provided me with the information I needed to make informed decisions about my vehicle's maintenance. And throughout the entire process, they were always responsive and communicative, keeping me informed every step of the way. Overall, I couldn't be happier with the service I received at Herb Chambers BMW of Boston. Hank and his team are a true asset to the dealership, and I would recommend them to anyone looking for top-notch service and support. Thanks again for all your help! More

Helpful 0

Report | Print

You can’t trust this dealership. Horrible service and experience. You can’t trust anyone there!!!! Horrible service and experience. You can’t trust anyone there!!!! More

Helpful 0

Report | Print

Explained in detail including video what service was presently needed and what service could be delayed until the next service date. The BMW service manager, Hank and my service advisor assigned to me presently needed and what service could be delayed until the next service date. The BMW service manager, Hank and my service advisor assigned to me were very helpful addressing my concerns. Recommend BMW without any reservations. More

Helpful 0

Report | Print

GREAT FAST SERVICE AT BMW BOSTON HIGOR T. AND MATT K. ARE PROFESSIONAL AND FRIENDLY A FIVE STAR SERVICE EXPERIENCE...HIGHLY RECOMMENDED AND MATT K. ARE PROFESSIONAL AND FRIENDLY A FIVE STAR SERVICE EXPERIENCE...HIGHLY RECOMMENDED More

Helpful 0

Report | Print

Gave me different quotes and said it was a “mistake. ” Didn’t deliver my car by the time I was promised. Not professional for a certified dealership. I had to reach out to the service manager several tim ” Didn’t deliver my car by the time I was promised. Not professional for a certified dealership. I had to reach out to the service manager several times to file a formal complaint. More

Helpful 0

Report | Print

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

Helpful 2

Report | Print

Everybody was very helpful and professional! ! The Service manager went out of his way to find me a loaner even though I dropped in very late in the evening!! ! The Service manager went out of his way to find me a loaner even though I dropped in very late in the evening!! More

Helpful 0

Report | Print

Rude service rep deceptive pricing and runs off customer s if they don’t comply with the shake down s if they don’t comply with the shake down More

Helpful 1

Report | Print