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BMW 3-Series (E90 E92) Forum > BMW E90/E92/E93 3-series General Forums > Regional Forums > USA - New England > Herb Chambers Boston Service Saga - Unbelievable Incompetance, missing obvious parts



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      10-08-2012, 09:24 AM   #1
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Herb Chambers Boston Service Saga - Unbelievable Incompetance, missing obvious parts

All,

A little over 2 weeks ago, I started my car in downtown Boston to go to work, and I had violent shaking, RPM's, i.e. misfires. Seeing as this was the first time I've had a problem and I was closer to HC Boston, I immediately drove it in there, even though I knew I'd rather go to Sudbury.

It took them 8 days to initially "fix" the issues and give the car back. Low pressure fuel sensor, replaced 3 injectors, walnut intake blasting (which I had to pay for), software update. There were days I had to call to get an update, SA seemed not really that concerned throughout the whole process.

I got it back on a Thursday night, drove fine home and to work the next day. When I started it up to go home Friday, same misfire problem again. So, obviously agitated, I drove it straight back there. They didn't do any real work until Tuesday (some excuse about Monday, who knows). It was done Wednesday night, apparently, the 3 injectors they put in were faulty right off the bat, so they replaced them again. He told me that the Service Manager would drive it home Wednesday night and back into the dealer on Thursday so we wouldn't have the same problem of me having to come back.

I pick up the car Thursday night (14 days, 2 trips total at this point), and when I start driving away, I immediately hear louder noises I've never heard. Pissed as hell, because there's no way the Service Manager would not have noticed this, I just drove back home, and immediately called Sudbury (whom I've had great experiences with) and told them the story.

Low and behold, I take it in this morning to Sudbury, and the shop foreman was already waiting to take a ride with me. He did hear the noises but said it might just be because of the cleaner intake. But he assured me they'd take a look through since all the work that had been done.

Right as I'm about to get my loaner car, he pops the hood and gasps. There are numerous obvious parts missing. Engine insulation cover, microfilter assembly, there are two sensors just dangling. I never paid much attention to what it looked like but even I knew there was a lot of stuff missing. I could see the strut brace.

The kicker? He lifts up the intake manifold cover ... they forgot to put the bolts back on the intake cover!!! Immediately, he called over the manager, they were dumbfounded. They took pictures of everything, including lifting the manifold cover up to show there were no bolts in there at all. The good thing is, this is obviously the source of increased noise in the cabin.

The best, part, I haven't talked to HC Boston yet, even though they called last Friday for a survey about my recent service visit. I can't wait to call them up and give them their survey.

I mean, honestly, just missing parts and bolts on obviously visual parts. Now I'm concerned about what else might not have been put back together, which isn't obvious to the naked eye.

Do not ever go to HC Boston for anything. I have never dealt with such incompetence in my life.
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      10-08-2012, 10:04 AM   #2
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In red is the part completely missing. In blue, that is the piece that has no bolts in it, and is able to be lifted off with one finger.


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      10-08-2012, 12:14 PM   #3
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Thanks for the feedback. it is unacceptable for any shop to let the car go without even visual check. Now I really worry who should I bring the my car too.
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      10-08-2012, 02:41 PM   #4
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Just an update. Sudbury called and said that HC Boston said they had the parts, but they were locked in the technicians locker box, and he wasn't in today and they can't get the parts back to Sudbury until tomorrow when he comes in. I'm having Sudbury also go through the rest of the car that was touched during the repairs at HC Boston to make sure they didn't drop a wrench in an injector hole, or something else ridiculous.

Interesting, how do they know the parts are in his locker if it's locked and only he can open it? Sorry, I just can't trust anything HC Boston says anymore.
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      10-08-2012, 06:53 PM   #5
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Not surprised at all. The only thing I would consider from HC Boston is possibly buying a car there. Sorry to hear about all your issues man, glad Sudbury is better.

btw. I am not surprised that a dealership that is surrounded by nice towns would have better service.
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      10-09-2012, 08:33 AM   #6
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Kevin Waters...BMW Sudbury..Hands down Best SA I've ever dealt with. I strongly recommend that anyone with issues schedule an appointment with him and he will take Great care of you. Boston HC sucks in both sales and service from what I've heard and personally experienced.

~Chris~
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      10-09-2012, 08:47 AM   #7
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Quote:
Originally Posted by TwnTrboCAT1212 View Post
Kevin Waters...BMW Sudbury..Hands down Best SA I've ever dealt with. I strongly recommend that anyone with issues schedule an appointment with him and he will take Great care of you. Boston HC sucks in both sales and service from what I've heard and personally experienced.

~Chris~
Yeah, I had him the first time I took my car in after buying it at Sudbury (the seat belt robot broke), and it was a hassle free experience. Car was done in 3 hours after dropping it off in the morning and I picked it up at lunch.

This time, I have someone else, but he (Chris?) has been equally accommodating. Given the fact that even though HC Boston had the parts, I refused to take it back there and I'm having them ship the parts out to Sudbury to install.

All in all, Sudbury is just easier to deal with. When I was taking my car in and our of HC on the way to/from work, it added like 20 to 30 minutes to my commute. That traffic around Allston/Brighton is just chaos. Not to mention the tight squeezes of the service bay/lane and general chaos at their service department.

Crossing my fingers that they get the parts to Sudbury today and get the parts installed so I can get it back today.
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      10-09-2012, 09:57 AM   #8
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Yeah HC Boston sucks ballz. I went to get ONE tire balanced and mounted there on a Friday morning at 8AM. They took 2.5 HOURS to do it and charged me $60 for it! I could've got a set of four tires balanced and mounted in that time span for $25 a tire.

And on top of that when I got to work and checked my glove box, the idiots forgot to give me my wheel lock back so I had to go in the next day to pick it up.
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      10-09-2012, 01:37 PM   #9
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I am guessing you won't be giving them 10's on the satisfaction survey?
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      10-09-2012, 02:27 PM   #10
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Quote:
Originally Posted by krazyking View Post
Yeah HC Boston sucks ballz. I went to get ONE tire balanced and mounted there on a Friday morning at 8AM. They took 2.5 HOURS to do it and charged me $60 for it! I could've got a set of four tires balanced and mounted in that time span for $25 a tire.

And on top of that when I got to work and checked my glove box, the idiots forgot to give me my wheel lock back so I had to go in the next day to pick it up.
Dealers always lose my wheel lock key. I think I've had to have them replaced twice!
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      10-09-2012, 05:07 PM   #11
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One time I called them for a service issue, and wow I didn't even wanted to go in just by their attitude through the phone. I guess their service stands up to their attitude.
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      10-10-2012, 06:19 AM   #12
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The best part is that BMW of Sudbury is a Herb Chambers company also.
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      10-10-2012, 10:02 AM   #13
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Quote:
Originally Posted by brandonroy View Post
One time I called them for a service issue, and wow I didn't even wanted to go in just by their attitude through the phone. I guess their service stands up to their attitude.
I've had decent service from HC Boston. The service manager is a really nice guy and has gone above and beyond for me. Still, the technicians have lost my wheel lock key and owners manual before. But the manager always fixes the situation. He might need to fire some techs.
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      10-13-2012, 06:33 PM   #14
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no suprise, HC Boston has been like this for over 20 years....only thing keeping them in business is the international students leasing/buying cars their
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      10-15-2012, 12:52 PM   #15
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they're buying their cars there?

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      10-15-2012, 01:55 PM   #16
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Quote:
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no suprise, HC Boston has been like this for over 20 years....only thing keeping them in business is the international students leasing/buying cars their
Yeah to an extent. Altho, I bought mine used and went all the way down to NJ to pick it up. They also survive largely due to the people who live in the city and can't make it out of the city to other service centers because they only have 1 car. I went there twice, and that's the last time I'll be going there unless its an emergency situation.
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      10-23-2012, 05:18 PM   #17
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BMW of NA How bad it should be before you take action???

BMW Service Centers in MA are rather centers of incompetence and dishonesty. There isn't a single decent one to my experience (please check my previous posts here http://www.e90post.com/forums/showthread.php?t=717092). Each visit you pay at any of these centers puts your car reliability at risk. My car has scars from each and every visit. Actually the only scars the car has resulted from these visits.

HC of Boston - horrible
BMW of Peabody - horrible
WAGNER BMW - horrible

I didn't try BMW of Sudbury yet but I will .
Next year my warranty will expire and I will now buy the extended one simply because I don't want to deal with these people.
Turner BMW - did someone try them?

Last edited by RMG; 10-24-2012 at 06:55 AM.
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      10-23-2012, 06:45 PM   #18
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Turner does great work. If you're out of warranty they're definitely a good shop to consider.
There's also Tulley BMW in Manchester and Nashua who are pretty good.
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      10-24-2012, 09:59 AM   #19
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Quote:
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I didn't try BMW of Sudbury yet but I will .
Sudbury corrected the problem immediately and since that's where I bought my car, I've taken it there before (seat belt robot broke). They are much better and their facility is top notch. I've had nothing but good experiences there. Plus, it's so much easier to get in and out of there being there's more space than HC Boston. It's not nearly as hectic so in my mind, that leads to less scrapes and dicking around with customer's cars.
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      10-24-2012, 03:59 PM   #20
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FWIW I've had my car serviced at Wagner BMW for the past 3 years and they've been great
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      10-26-2012, 04:27 PM   #21
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FWIW I've had my car serviced at Wagner BMW for the past 3 years and they've been great
you're lucky. They destroyed mine. Unbelievable incompetence it's all I can say.
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      10-28-2012, 09:31 AM   #22
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Quote:
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Turner does great work. If you're out of warranty they're definitely a good shop to consider.
There's also Tulley BMW in Manchester and Nashua who are pretty good.
BMW of Stratham is good as well. I had them do a walnut blasting. They were out of loaners so they paid for a Enterprise rental.
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