Herb Chambers BMW of Sudbury

Reviews 3

AP

Apolinaras Sinkevicius

Let me get the good stuff out of the way 1st: facilities are superb. Clean, nice waiting area, and children play area too. They do have good stock of cars, so you can try out different cars with different options to help you make up your mind. Eric, sales guy I dealt with, knows his brand, sells BMW well. No trash-talking about competitors. Then we came back another day to finish the deal. We got someone to watch out daughter, so we could go to the dealership and focus on getting this done. Moment we started talking price, there were lots of statements made how little margin they have (which is BS). They also came back with basically the lowest of low-ball offers on my trade-in. It wasnt even close to what market is for a clean car. This offer was made and approved by Fahad, who frankly belongs at KIA used lot and not BMW (I will tell you more later why). If Eric had to go about half a dozen times to get his approval, why was Fahad not in front of me explaining why I was just lowballed. It was stated to me that Fahad does not know Porsche I was trading in, etc. etc. etc. At that point my wife was starting to feel uncomfortable, so I frankly just tentatively got the deal to bearable level (after half hour of truly unpleasant experience) and got out of there. I got home and jumped on BMWCCA club forums to see if they are seeing same experience with all dealers. I very quickly discovered not only that Herb Chambers dealerships low-ball on trade-ins, but also have reputation being the worst deal in town. I went to another dealer, who is very active in the community, and saved $2500 for exactly same car out the door. No BS, no drama. When I told my sales guy I am taking my business somewhere else, he got heated and tried to put a guilt trip on me. That is when I decided to not even give them a chance to match. He later called an apologized. I do believe he genuinely felt bad and I accepted his apology. While Fahad called me several times, when I finally picked up, he really showed his colors. Anyone tell him that buck stops with him, that is why he is a manager? I had to tell him call was over and hang up on him. Real classy guy he is. Advice to dealership: find sales manager fit for BMW experience. Then retrain all your staff to sell like it is 2015 and recognize internet exists. We can check what cars are selling for, we can check the trade-in values. We are not there to rip you off, so dont try to rip us off. There is a dozen dealers within 50 miles. Represent BMW well, or someone else will get your business, as they did with me. NOTW: I updated this review to reflect additional events after the unpleasant initial experience. Instead of simple "hey we are sorry you had bad experience", they are just digging deeper. No, I am not going to remove this review. Truly hope that more customers, who had bad experience with Herb Chambers dealerships, speak up and management does something about it. BMW and other brands deserve to be represented better.

RY

Ryan Robinson

I leased my first BMW in 2013 through a different BMW dealership and was feeling very apprehensive about my upcoming lease turn-in process after reading horror stories online of excess wear and tear charges. About 3 months before my lease expiration, Ryan Conrad at BMW of Sudbury contacted me via email asking if I would be interested in trading in my 328 (through what I assume was a generic solicitation for used cars). After explaining to Ryan that I was currently in a lease with a few months remaining and that I didnt want to incur any extra expense to terminate early, he told me hed run some numbers on new cars with the features I was interested in, just to see how the finances shook out considering my remaining lease payments. After a few weeks of back and forth, I finally came into the dealership on a Friday evening with a specific car in mind. When I got there, the car was in stock and ready for a test drive, which is not always the case at many less-reputable dealers that "bait and switch" customers with outdated listings. Ryan and the BMW finance department presented an extremely fair price for the car, waived my remaining lease payments entirely and made the lease inspection and turn-in process a breeze with no surprise charges. Aside from smooth leasing experience, I also wanted to point out two specific events that really illustrate BMW of Sudburys excellent customer service: 1) Even though the dealership closed at 6PM on Friday, Ryan and Mark Bertoli in the finance department stayed around until almost 8PM so my wife could come in after work and take a look at the car before we committed to the transaction. Although we couldnt complete the entire process that night, they made sure we were completely comfortable and that everything would be ready for the next morning. 2) My wife and I had to leave for an out-of-town wedding the following Saturday morning no later than 11:30AM. We called ahead that morning to make sure we could stop in and complete the remaining paperwork / switch plates quickly on the way out of town. Even though the dealership was extremely busy on a typical Saturday morning, Ryan and Mark made sure that we completed the transaction in time so we could drive off the lot that day. This was an admittedly unreasonable request from us given the rushed timing, but they made sure it happened. Thanks again to Ryan, Mark and the rest of the BMW of Sudbury team for a great experience.

KE

Ken Tanaka

Working in the same industry it was refreshing to see and experience the complete opposite of the negative stigma consumers view automotive dealerships. The first person I interacted with was Debby Toto (Client Care Specialist). She contacted me immediately in regards to the vehicle I inquired on. She was transparent; detail oriented and was extremely informative throughout our communication via email. Right off the bat I knew Herb Chambers put their best foot first since other BMW dealerships quoted me over $100 more a month on a BMW 528i xDrive. Because of her kindness, professionalism and efficient work ethic I scheduled an appointment with her on Saturday. Upon arriving Saturday morning Debby introduced me to Marjorie Nicholas (Client Advisor). She was hand down the best salesperson I have ever worked with; I wish I could hire her! The process from there was seamless from the test drive, showing me the features and benefits, selection and negotiation. I don’t think negotiation is the right term because she treated me like a friend and it was as if my friend was just trying to make the BMW work within my budget and she did! She knows the product in and out which made my decision making so easy! The final employee I worked with was Bradford Carlson (Business Manager); he is smart, personal and has an extremely bright future in any career he pursues whether it’s in the automotive industry or commercial real estate. Within minutes from agreeing to terms with Marjorie he already had an approval and had all the paperwork ready for me. He diligently went over the different coverage options available to me as a first time lessee. I know this review is dragged out but I really hope Herb Chambers, the General Manager and the General Sales Manager know how valuable their employees are and how big of an asset Debby, Marjorie and Brad are. Each employee also respected my time hence time is the most valuable thing in this world. They clearly know that they aren’t in the “car industry” they’re in the people business. The culture the 3 live by truly portrays the real and sincere culture Herb Chambers implements within. Thank you Debby, Marjorie, Brad and Herb Chambers Company for such a great experience. I look forward to continued business and loyalty with Herb Chambers BMW of Sudbury!