ComplaintsforHerb Chambers BMW of Sudbury

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 2, 2024, I sent in a *** Customer Agreement Cancellation Form for my 2019 Audi eTron that I purchased from *** of Sudbury in December 2022. The cancellation was for the optional service and tire/wheel coverage I no longer needed as I traded the Audi in for another vehicle. I got confirmation that my form was in good order and that I should allow for approximately 3 weeks for reimbursement from the dealership. I followed up via online chat with the dealership on/around May 20 and was told I would receive communication/support on my request. It never materialized. I followed up again by phone on June 7 and spoke with a gentleman who did not clearly identify himself but assured me he was a manager. I gave him all my information and told him what had been done thus far to claw back the refund I was owed. After several holds on his end, he assured me that the cancellation was found, that the reason no action had been taken thus far was that it came in via a "different channel," that all of the finance team was copied on an email. I would most assuredly have a refund check (approximately $5400) by the end of the following week. Today is June 28. I still have no check and when calling in, again, to the dealership, was told that the accounting system was down, they could not locate the other request, he would follow-up with management, etc. Still no word on status of the check.

  

  Business response

  06/29/2024

  To whom it may concern, 

  I would first like to apologize for the inconvenience caused to you.

  I will definitely investigate this matter and figure out who and what happened.

  I'll get this handled and report back to you (the client) directly, once our CDK system is back up and running which we hope is any day now.

  You will be getting an email from my me here in a minute with all my contact info on it.

  My cell is the best way to get ahold of me.

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 6/7/2024 a 2021 *** 330I and was supposed to receive i registration to the vehicle which I still have not received. Today is 6/24/2024 and I cannot drive the vehicle due to not being registered . I have this car in my driveway which I cant move legally I have been taking Ubers to and from work and getting rides to do errands. I have contacted the dealership several times and no one can give me an answer to my problem. Legal they have 7 days to register the car its well past that and no one can help me. I paid ***** for a car from a big dealership and no help from no one

  

  Business response

  06/25/2024

  To whom it may concern,

  The circumstances of the situation are as followed.

  Once it was paid-in full (****) sent the documents to the insurance carrier which for some reason took 4 days to return it to **, I am not sure why this took 4 days that is way out of the norm, the usual time it takes is closer to 3-4 hours.  Once we got the stamp back CDK went down Nationwide which keeps us from registering anything. This transfer was dropped off with19 others and was completed on Monday.  The Sales person is overnighting the registration and emailing a copy of it today. I also just spoke with the client and discussed this also.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new *** X3 xDrive 30i, with the **** *****************, which was delivered to me on March 19th, 2023. Within 24 hours of taking delivery, I identified several defects with the vehicle, necessitating its return to the dealership for further inspection on March 25th:- Misalignment of the driver's side rear door and a cut through the side skirt by the door.- Misalignment and twisting of the driver's side front fender, resulting in an open gap with the driver side headlamp.- Misalignment of the driver's side front bumper with the hood.- Difficulty attaching the driver's side hood latch without slamming.- Dent in the passenger side A-pillar, to the bottom of the paint.- Long scratch on the bottom of the driver's side front door.- Scratch on the rear top spoiler.Since then, the level of communication and service has been deeply troubling:- *************************, my Service Advisor, has not responded to my communications since April 3rd. Attempts to reach him via text and phone have been ignored, with calls going unanswered or being disconnected directly.- *****************, the General Manager of the dealership, has not replied to any of my inquiries since April 9th.- *********************************, the Service Manager of the dealership, reportedly informed a *** NA representative that he has no idea on the status of the vehicle within his own department.As of today, April 26th, my vehicle remains with the dealership without a clear plan for resolution, repair timeline, or information regarding replacement vehicle or compensation. This is already taking over a month in the shop without ANY progress for a new vehicle.

  

  Business response

  04/27/2024

  Good Morning-

  Client is correct there were/are some manufacture defects on the vehicle.

  BMWNA has approved all the repairs or replacement of the parts as of Thursday 4/25/24.

  We have the vehicle and client is in a loaner while we finish the repairs.

  I am so sorry for this experience, and this is not something we would want any client to go through or have to deal with.

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

  Also, for some reason our CRM emails were not being sent to my email address ************************************ and I was not getting any of the client's emails, this still isn't fixed but I sent an email to the client, so they have the correct contact info.

   

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I've received the response from *****************. **** has it returned to me on May 4th with most of the issues fixed:

  1. Misalignment of the driver's side rear door and cut on side rocker panel.

  - OK, Rocker panel fixed and repainted. Clearance is now good. 

  2. Scratch on the driver's side front door. Scratch on the rear top spoiler.

  - OK. Both scratch are now invisible

  3. Dent in the passenger side A-pillar to the bottom of the paint.

  - OK, Passenger side A-pillar repainted. Although I spent an hour sand and buff it on my own to remove the paint line and orange peel afterward.

  4. Difficulty attaching the driver's side hood latch without slamming.

  - OK. Now easy to close

  5. Misalignment of the driver's side front bumper with the hood.

  - OK, now flush just like passenger side

  6. Misalignment and open gap between the driver side headlamp and fender.

  - Not improved. Still not matching the X3 loaner. It's the mounting of the headlamp wasn't adjusted correct instead of the fender. Bottom rubber sealant is squeezed while top has open gap. This is minor and I can have it fixed in the next dealership visit, if needed.

   

  I'm still working with **** for the compensation given that it took 47 days since the delivery on March 19th to have it fixed, so the case is not fully closed. The vehicle itself is acceptable and the dealership is now responding to provide me with updates.

  Regards,
  
  *******************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, I am a *** customer and went to *** of ********************** for an oil change only. I was tricked into spending $1185 on unnecessary vehicle maintenance. My dad called the business as soon as left and offered them the opportunity to make things right and adjust the bill. They did not. I got into an accident in April 2023 and had brand new tires and wheel alignment in June 2023 from *********************. I stated that to the sales advisor as soon as i sat down for the consult. I then received a text while I was waiting telling me that the wheel alignment urgently needed to be done, and to approve the charges to proceed with my service. I looked around for someone to discuss this with, but did not find anyone. I felt like I didnt have a choice other than to approve the wheel alignment so that I could leave (I had been there 3 hours). When my advisor finally came back after I texted him my concern, he said that if the previous wheel alignment had been on record, they would have waited. But now since I already approved it, there was nothing they could do. He admitted that four months was unnecessary for another wheel alignment and they would not have done that if they had known I just had the wheels replaced and aligned in June 2023. I told him this as soon as I sat down for my consultation. This was $199. I was also tricked into believing that I would get sick from pollen if I didnt change the air filter due to the changing *********** weather ($366). I am willing to pay for the other services that I didnt need, but wasnt tricked Into. I am requesting to receive the $565 back as dishonesty was involved in the sale of both services. If you look on their ****** reviews, several other customers have similar complaints of being scammed or tricked. Best, *****************************

  

  Business response

  11/06/2023

  *******************-

  This is the first time your vehicle was here at *** of Sudbury, with no previous service history on file therefore we recommend items based on time and mileage.  Alignments and Filters are common maintenance items that need attention more often than not.  These maintenance items prolong the life of tires and allows the vehicle to run better.  I am sorry you feel you or your daughter was taken advantage of, but that is not the case.  We use a digital authorization system so the client can authorize/decline or question anything they would like prior to the work getting done. Once work is authorized, we complete the work. 

  However, I will authorize $500 towards future repair work as a gesture of goodwill.

  This amount will be saved under your customer number for work to be completed here at *** of Sudbury.

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/17/23 while driving my car in severe weather conditions, I heard a loud noise and felt something as if I ran over something on the road. Car was still drivable but began to lose power as I got closer to home. I was able to make it home and my car sat in the driveway. I filed a claim with my insurance and my car was sent to *** dealership to be looked. *** determined that my drive shaft was completely missing from the car, the transmission was cracked and the transmission shield was not on the car. When the appraiser from my insurance looked at the car with the techs at the *** dealership, his findings were that there was a mechanical malfunction of the front yoke u-joint which caused the drive-shaft to dislodge and in effect resulted in catastrophic damage to the transmission case. With that said there was no physical damage and that the problem was mechanical and not covered by insurance. The tech who inspected my car stated in a service video that my drive shaft should have been replaced a long time ago. My car has always been serviced by *** and a drive shaft replacement has never been mentioned. This situation is estimated to cost me $13,000 in repairs which I do not feel that I should be responsible for. I also have $26000 left to pay on my vehicle. At this point I do not know what to do as I do not feel a mechanical issue should be my responsibility if that is something that should have been caught and addressed during all the times I brought my car in for service. I am looking for any and all help in resolving this issue as I am now without transportation and making payments on a vehicle that I cannot drive.

  Customer response

  07/31/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  08/01/2023

  To whom it might concern.

  We have no record of the client coming to us with a U-joint / Vibration complaint.

  For a drive shaft or U-joint to fail it would create a vibration plenty of time before it fails.

  I'm sorry that your vehicle has a mechanical failure, but *** of Sudbury is not responsible for this concern.

  Thank you

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

  Customer response

  08/01/2023

  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. 

  In response, my car was never vibrating nor did I experience any issues with my car that warranted a visit to **** My car has solely been serviced by *** since I purchased it. If i were experiencing any issues with my vehicle, it would have been brought in immediately. In the video, the tech from *** sudbury pointed out that "the drive shaft should have been replaced a long time ago" If that were brought to my attention then I would have had that service to prevent what has happened to my vehicle. Now I am without a vehicle and transportation to get to and from work. I would like an explanation as to why this wasn't brought to my attention. As a service department that checks for these types of things, why wasn't this mentioned to me? A drive shaft should not just snap and fall out of a car, and to say that my car would have been vibrating is only an assumption as my car was not vibrating when the drive shaft snapped out of my car. My car was operating as normal. I am seeking not only accountability for not diagnosing this issue of replacing the "u-joint" in my prior visits (as your tech clearly pointed out in the video) but also full coverage of my repairs.
  
  ************************** 

  

  Business response

  08/03/2023

  I am sorry you feel that way, but the responsibility for maintaining your vehicle is solely yours. The vehicle was never brought to us with any concern related.  The technician in the video was simply saying it should have been replaced prior to what happened, since there would have been signs and the vehicle would have had vibrations prior to it completely failing.  I'm sorry you are in the situation you are in, I would be happy to offer a discount on Services here to fix it if that would help.  If you are interested in repairing it, you can reach out to me at ********************************** and tell me what you would like to do or not do and I can get that pricing for you at a discount.

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

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Looking to recoup balance of aftermarket warranty as I've since sold my vehicle. Called and emailed with *** Sudbury Finance with no follow up after sending requested sales documentation.

  

  Business response

  03/26/2022

  Good Morning ****,

   

  I tried giving you a call this morning. I will review this with our team and try you again monday.  We will get this resolved for you asap.

  Customer response

  03/30/2022

  [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,
  
  *****************

*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. ↩