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      09-25-2005, 06:22 PM   #1
mister-e90
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Complaining To BMW NA

The "treatment" I got at Herb Chambers BMW Boston was so bad that I want to write a complaint to BMW NA complaining about the great "service" I recieved from them. Has anyone sent complaints and if so what response did you get?
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      09-25-2005, 06:26 PM   #2
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First off, welcome to the forum.

What is the problem with the dealer? Have you addressed it with the management there? That would be my first recommendation. If so, and you're still unsatisfied then you should contact BMWUSA. I've never had any reason to complain, but I did email them about the missing seat-back nets and got an immediate response and it was taken care of.
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      09-25-2005, 07:05 PM   #3
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Quote:
Originally Posted by mister-e90
The "treatment" I got at Herb Chambers BMW Boston was so bad that I want to write a complaint to BMW NA complaining about the great "service" I recieved from them. Has anyone sent complaints and if so what response did you get?
Dealers are independent franchises and BMW cannot control them. That is pretty much what BMW NA will say and they will of course say they are sorry.

What happened at Herb Chambers?
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      09-25-2005, 07:15 PM   #4
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Quote:
Originally Posted by JSpira
Dealers are independent franchises and BMW cannot control them. That is pretty much what BMW NA will say and they will of course say they are sorry.

What happened at Herb Chambers?
Then why do they call and survey your buying and service experiences? You think BMWUSA doesn't care if a dealership is giving bad ownership experiences? Of course they do! Can they do anything about it? You bet your ass they can.

It really depends on the nature of the complaint, and how many they've received. I've even had American car dealerships kissing my ass after complaining to the mothership about their shoddy service. However, my first advice is always to try and straighten it out with them first.
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      09-25-2005, 07:20 PM   #5
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Wow...I heard so many complains on Herb Chamber, is not even funny anymore.
Reason why Herb Chambers is so cocky is because them international students would just go in there and buy there cars with cash, making us local ppl look like bums..
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      09-25-2005, 08:37 PM   #6
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Quote:
Originally Posted by ska
Wow...I heard so many complains on Herb Chamber, is not even funny anymore.
Reason why Herb Chambers is so cocky is because them international students would just go in there and buy there cars with cash, making us local ppl look like bums..
Everyone in Boston knows they suck, why did you even go there??
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      09-25-2005, 08:43 PM   #7
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I heard they are really bad too!
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      09-25-2005, 09:13 PM   #8
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Quote:
Originally Posted by LEDZEP
Then why do they call and survey your buying and service experiences? You think BMWUSA doesn't care if a dealership is giving bad ownership experiences? Of course they do! Can they do anything about it? You bet your ass they can.

It really depends on the nature of the complaint, and how many they've received. I've even had American car dealerships kissing my ass after complaining to the mothership about their shoddy service. However, my first advice is always to try and straighten it out with them first.
They survey because dealer compensation is based on CSI. That doesn't mean BMW is in a position to address complaints per se. All you have to do is read a bunch of posts on bimmerfest or Roadfly and you'll see how dealers are capable of demonstrating an inability to satisfy customers and how BMW NA only steps in when things get really bad.

I'm not saying this is how it should be, but it is how it is. I wish I could report otherwise.
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      09-25-2005, 09:24 PM   #9
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Quote:
Originally Posted by ska
Wow...I heard so many complains on Herb Chamber, is not even funny anymore.
Reason why Herb Chambers is so cocky is because them international students would just go in there and buy there cars with cash, making us local ppl look like bums..

Well, the Boston Bruins are bums...

Go Habs!
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      09-25-2005, 09:52 PM   #10
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If you feel the need, I'd go straight to BMW NA to complain. I'd also go to dealer management.

Alot of the time, sales reps and service rep's income can be tied directly to customer satisfaction scores.

I know that when I've given low scores for service questionnaires, I've always gotten a call directly from the service advisor that helped me.

Hey, it's not personal - it's business. And BMW is interested to know when a customer isn't happy. They may not always be able to fix the problem, but I like to think they are interested in knowing.

BTW, what exactly did they do to you?

Hopefully, even though bad dealer experience, you can still enjoy your new Bimmer!
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      09-26-2005, 09:09 AM   #11
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yea i went to Herb Chambers and was pretty unhappy too. I was telling the guy what I wanted and he was trying to tell me I should be interested in another vehicle. That was like 5g more. I went through Norwell Gallery, good people in there.
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      09-26-2005, 10:15 AM   #12
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BMWNA worries about one thing and one thing only..Litigation. Remember the dearlerships are franchised so BMWNA doesn't own them. BMWNA can recommend courses of action, but that's about it unless the dealer does something that outright violates the dealer agreement (ex, refusing warranty work). Bad customer service complaintes will usually not get their attention. If you're lucky you'll get a form letter.
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      09-26-2005, 10:26 AM   #13
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Tell us about your bad "treatment" ? Please elaborate more
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