Herb Chambers BMW of Boston Service Center

Dr. Florencia Gabriele

★★★☆☆

4 months ago

I was less than impressed with the service department. The service took much longer than expected, and I only found out my car was ready because I went to ask about it. The waiting area was small and uncomfortable—I was only able to sit because a kind gentleman gave up his seat. Otherwise, I would have been standing for a long time. When the car was done I had to wait outside for it and it was given to me without checking the paperwork, so basically anyone could have left with my car. My service advisor was not helpful, and the video I received added no value. It provided no information about my car—just a technician wishing me a nice day. I previously owned a Lexus, and the service experience there was significantly better. I hope you take this feedback seriously, as I expected a much higher standard.

Polina Khristenko

★☆☆☆☆

8 months ago

I had an incredibly disappointing and frustrating experience yesterday at the Herb Chambers BMW of Boston service department, specifically with James Gibbons. I can’t even call what I received “customer service.” It was a complete lack of professionalism, communication, and courtesy. I came in at 12:00 PM for three things: a state inspection, a rear tire check, and help with my CarPlay. Nearly FOUR hours later, after walking to James’ desk four separate times with no real updates, I was still sitting there, uninformed and ignored. A manager—not James—finally looked into my car status and informed me James was on break, while I was still waiting with no explanation. I was later told I needed new rear tires to pass inspection. Fine—I approved it, but still received no timeline or communication. Instead, I was told to “wait for a text.” Another 45 minutes went by. No text. No update. Just more waiting, only to hear the car was “being cleaned,” which took another 30+ minutes. That “cleaning” was a joke—white soap residue was still all over my tires. I never got a follow-up on the CarPlay issue either, even though I specifically asked. James showed no attention to my concerns. As a loyal BMW owner, I expect more—especially from a dealership that carries the Herb Chambers name. But James Gibbons’ service left me feeling ignored, disrespected, and humiliated. I will not return to this location as long as he is part of the team. He clearly does not value the customer experience, nor the reputation of the brand he represents. (here is a photo of my car displaying an unresolved tire pressure warning, taken just minutes after leaving the dealership!)

lev berlin

★★★★★

3 months ago

First time in my life when I actually saved time and money by going to car dealership :) I recently moved to MA from a state where the front license plate is not required. So I went to Herb Chambers BMW to buy a plate holder and do state inspection. A friendly technician (I think his name is Miraldo) made an educated guess that the original plate holder was saved somewhere next to the spare tire and he was right (saving me $60+). Then , a customer service rep Julieth notified me that my next free service is due in less than 1K miles, and managed to arrange for this service to be done right away (saving me a separate trip to the dealership) . I was in and out in an hour - time well spend having lunch at an excellent Taiwanese restaurant across the street. Best service experience ever !

Ross Hardaway

★★★★★

5 months ago

Never disappointed with the service advisors - pleasant and straightforward. They deal with questions that I would consider valid and they may consider stupid… they take the time to answer it fully and never make you feel rather inept. Underrated how lovely the guys are that take the car and get your process started. We all know how annoying car service can be - simply put the make it easy.

Anne McNevin

★★★★★

4 months ago

It was very good experience. Mark, a great service rep was helpful. Advised me wisely and Ipatiently. I always appreciate his kindness and consideration. He loves those mini coopers as do I. Great cars and Mark is an outstanding representative of the organization.

Monique Allen

★☆☆☆☆

6 months ago

Bought a 40k car and couldn’t even get an oil change. Isn’t that something? I noticed the check light for an oil change when I went to pickup my car. I was advised that they would pay for the oil change at a dealership closer to my home address. I guess I was just told that so I could leave. Because the moment I left, the conversation changed. Now the manager is saying I should drive 1hr 45 mins back to them for the oil change when they had the car prior to me collecting it and saw the check light. For 40k+ this service is poor!

Branden Hart

★★★★★

8 months ago

James at Herb Chambers delivered a world-class service experience. As a first-time customer, I couldn’t have asked for a more seamless introduction. James and his team cared for my Alpina B6 with precision and urgency, ensuring I was back on the road quickly and confidently to continue my cross-country road trip. Thank you, James!

Ken Maclaurin

★☆☆☆☆

4 months ago

Herb Chambers is too siloed. I received a BMW recall notice in the mail that said the repair could be done in an hour. I then called and made an appointment for 8:15 AM, confirming that the repair would take a hour. When I showed up the service technician couldn’t find my appointment by my phone number. When he finally found my information, he asked if I was going to wait or leave the car. I asked, “You need about an hour?” He said, we don’t do anything in an hour. When I brought up the expectations that had been set, he said, “That’s not us.” That’s the call center in Natick. When I pressed on if he had any accountability for the customer experience or a desire to improve it? He shook his head and questioned my attitude. When I showed up to pick up the car, I had to request my car be brought around multiple times before it arrived. It took over twenty minutes and multiple people to make it happen.

Barry Friswold

★★★★★

5 months ago

The whole experience was great. I needed some new tires, annual maintenance, and a recall item to be addressed. Kennedy met me at my car and took care of me from start to finish. The video they sent was helpful, and it took less time than they estimated. They offered a loaner car, but I didn't need it. Great from start to finish! Thanks Kennedy and the Herb Chambers Team!

Reza Mahdavi

★★★★★

4 months ago

Sammi Ighbal at Herb Chambers in Boston is the epitome of exceptional customer service, transforming what could have been a routine car service into a seamless and reassuring experience. From the moment I connected with her, Sammi demonstrated unparalleled efficiency, streamlining every step of the process with precision and without unnecessary delays. Her commitment to open communication was outstanding; she provided continuous updates via text and phone, ensuring I was never left in the dark about timelines, paperwork, or any potential hiccups. Even after I drove off with my vehicle, Sammi went above and beyond by following up personally to confirm everything was to my satisfaction and to offer ongoing support if needed—a rare touch that truly set her apart. Kind, professional, and effortlessly efficient, Sammi not only met but exceeded expectations, making me a lifelong advocate for Herb Chambers 👍

Steven Farkas Downing

★★★★★

7 months ago

Very impressed with my experience at Herb Chambers of BMW's service center; just as happy as I am with purchasing the vehicle from Herb Chambers. They are very much a class act! From the moment I arrived I was greeted, and I was cared for the entire experience! They were very communicative, honest, and transparent. Sammi Iqbal was an excellent service advisor and very personable! Thank you Sammi, we will definitely be back!!

Jacques Reichling

★★★☆☆

6 months ago

I was delighted as always by Higor’ prompt and effective customer service once I managed to reach him, as well as Kennedy’s reception when I got there to deliver the car for service. I was able to pickup the car conveniently the next day. I had asked for 4 positions to review in particular, and several were suggested by BMW. One of my requests was the adjustment of the tire pressure and my receipt said it was included and completed: when I checked it on the way home I was surprised it was not done as you can see on the picture below! How can I trust that the other positions that I cannot check on the dashboard have been faithfully executed ?

Ann Cohen

★★★★★

Edited 3 months ago

Mark and the service team at Herb Chambers Mini are unparalleled! There’s a reason I’m willing to take my car back to the dealer year in year out, car after car. They’re honest, kind, and I really feel like they give me guidance in my best interest.

Krista Braga

★☆☆☆☆

6 months ago

Unfortunately this is the second time that I have been disappointed with the service department at Herb Chambers Mini. The first was back in March of 2025 when I went in for an oil change (that I had made an appointment for) and waited for 5 hours. There was an apology from the service manager but I felt as though it was not made right with any discounts or future complimentary services. Five hours for an oil change is just unacceptable. Then this past weekend I went in for 4 new tires and an oil change. Upon pick up of my car, once I had paid, I waited over 35 minutes for an associate to bring my car down from its service. I had to ask 2 different people to radio over to get my car. During this entire time I was waiting, I checked the app connected to my Mini and nobody was working on it or had touched the car for the entire time I was waiting. Once it finally was driven down, it was not washed and the tires had grease all over the rims to the point that they looked dirty and disgusting. I had to ask them to go wash it off. Normally when I go in for service, they are supposed to wash the entire car but at this point I was so annoyed that I had waited so long I decided to leave. Before I was even back to the highway to go home, the "Low Tire Pressure" indicator light turned on in my car. So I had to turn around and go back once again to get this issue fixed. Three of my tires were over 40 psi and one was at 22 psi. This is just absolutely unacceptable for the amount of money I pay for this car and the amount of money I paid for the services that day. Ultimately I believe that I should be compensated for such bad customer service. I understand that you can be short staffed and busy, but this is not an excuse for poor quality-- especially when I had an appointment scheduled way ahead of time. (The picture I am posting is of the tires after they had been washed off per my request. You can still see all the grease lines.)

Christy Lin

★★★☆☆

5 months ago

I had rear break pads replaced yesterday, but when I on the way to home, the break light was on again, I’m not sure what happened, so I went back in next day. They told me the break sensor has problem, they fixed for me, but I found two scratches after I got my car, both can see the paint off. I love this place even there is one next to my house, I always go this store, not sure what happened this time, feel little bit disappointed.

CarisaD

★★★★★

5 months ago

New to Boston but a 30 year BMW owner… Herb Chambers lives up to its reputation for great service. A light came on my dash and I heard brake squealing even though I had them replaced at the BMW dealership in Texas 4 months ago… my service advisor James was very kind, professional and listened to my concerns. He kept me informed throughout the day and helped me prioritize required service so not to break my pockets. That made me trust him and the service at this dealership. They also did a complimentary wash ( it wasn’t as great as I usually expected of BMW, and they pulled my car up and said it’s out front…. Usually someone is there at pickup to put you in your car and walk you thru everything at pickup)…. Maybe it was late in the day but that’s the service excellence level I’ve come to expect of BMW. Overall I’m very satisfied, both my advisor and the work performed… and pricing. This will be my new dealer now that I’m a Boston resident. Thanks James and Herb Chambers!🚘🚗

Tobi Tella

★★★★★

5 months ago

•Kirill is an absolutely excellent advisor, my recent experience was absolutely phenomenal. That young man is going places!! He is very communicative, very well-informed, and has an excellent attitude towards customer service. (Much friendlier and easier to work with than my prior advisor, Jorell, who was quite dismissive) •Tommy is an absolutely excellent BMW technician as well. He's passionate about the brand and owns many BMWs himself. He was willing to talk through the issues with me, take me on rides-alongs, and advocate with shop foreman to ensure all options were tried prior to committing to expensive part replenishments. This dealership fixed an issue that other dealerships were unable to even diagnose. Other dealerships in the Herb Chambers network should takes notes of these guys!