I am the owner of a 2009 128i who wrote a long and very critical commentary last year about paint damage to my new car, and my difficulties getting the salesman who sold me the car (a sales manager at Herb Chambers in Brighton) to reimburse me for the repairs.  The General Manager, Melissa Steffy, called me and took care of it.  Since then, I’ve had a couple of problems with the car, most recently a rattle in the dash.  Because I am very concerned about the paint — which I have spent a lot of money (and energy) trying to keep in cherry condition — I have asked that the car be kept inside when I leave it, and that it not be detailed in any way.  I’m just writing to express my appreciation for the way your people over there have respected those wishes (or done the best they can to respect them).  Melissa has been terrific, as has been her Service Manager, Mike Brayman, and the service agent assigned to me, Rick Bunker.  They’ve really gone out of their way to provide quality service, and have accommodated, the best they can, my expressed needs as an (admittedly finicky) new car owner.

In any case, I just felt that, as I complained when I was unhappy, I should compliment when I’m satisfied.  And I am very much a satisfied customer.

We just wanted to pass along our thanks and compliments to members of your Outstanding Team at Herb Chambers of Boston.  We especially want to acknowledge Mellissa Steffy, Miguel Banos and Kevin Barry.  They provided an extremely pleasant experience in leasing our 335i and made us truly feel as valued customers.  Thanks again and best regards.  Walter & Brenda

Dear Herb,

Thank you for all your help. I want to commend the outstanding service I
received at the Boston BMW service department. Melissa Stetty, Paul Chella,
and Bill Masurick were so professional, caring and on top of servicing my
BMW (and me) for that matter. I have been buying cars from you for many
years and there will be many more ahead.

Thank you

Sir, I don’t even know where to begin, because if I wrote down everything that I wanted to say, you would be reading this letter for days straight. I have never in my life been so pleased, actually overwhelmed, by the great service provided to my wife, Rebecca & I since 2006. From the first day forth, the highest level of professionalism was shown by your entire staff. I find myself at a lost for words, just trying to explain to you how happy we are, but I will do my best.

It all started from the time I picked up the phone to call your Audi Burlington Dealership to check on inventory of used Audi A4s [Side Note: left leasing a new 2007 A4 ] I still remember my first step into the dealership. The customer service that was awarded to my wife and I was something we had never experienced before or even expected. The entire staff was phenomenal, especially Vadim Makhlis. I no longer see him as a car salesman, but truly as a friend. The personal attention provided to us by Vadim, Bob from Service, and the rest of your staff at Audi Burlington, was the beginning of our lifetime of loyalty to Herb Chambers. They didn?t take the extra step in providing great service, they took a giant leap. I was so impressed that when I was in the market for a new 335i convertible, I asked Vadim where I should go and he referred me to Melissa Steffy at BMW of Boston.

Now the staff at Audi Burlington set a very high bar for the staff at BMW of Boston and just when I thought my experience at Audi Burlington could not be repeated, what a phenomenal job Melissa, Rob Gale, and the rest of the staff did in proving me wrong. When I first shook Rob?s hand, it was the beginning of a great friendship. I knew I would be getting my 335i from him no matter what. Melissa and Rob made my wife and I feel like we were family. I was definitely not an easy customer to deal with (sorry Rob) and put up a tough fight; asking probably 100 questions to which Rob was on point with every answer. The attention provided to me by your entire staff at BMW of Boston, made me feel like I was the most important customer there every time.

My wife & I currently reside in Attleboro, MA and in no way are Audi Burlington and BMW of Boston the closest dealerships to us for service. Yet we would never even think of taking our vehicles to any other service departments. We have been so happy from the customer service provided to us by both dealerships that we recommend everyone we know to Herb Chambers Dealerships. I rave about how great the service is so much, that sometimes I feel like I?m the one selling the car. So far every person we have sent your way, had nothing but great things to report back. I am proud to tell you that the great service your staff provided them has resulted in the sales of 2 used BMWs, 1 new Toyota, 1 new Dodge, and 1 new Hyundai.

I have only but one regret and that is not making the time to write this letter earlier. I truly hope you know what a wonderful staff you have and the great service they provide. I could never imagine going anywhere else. Rebecca & I truly thank you and your staff.

You Loyal Customers for Life,
Danish & Rebecca