Herb Chambers Collision Center – Braintree

I brought in my car for some dents and dings work. Quoted $ 1,300 and when I went to pick it up only ½ of what was quoted was finished and the bill was $ 150 higher than quoted.
A broken piece of trim that was supposed to be replaced was not and when I picked that up I was billed an additional $ 60.
Now the the piece of trim has fallen off…
Herb Chambers should be embarrassed by these employees

Jim Stapleton and his crew did a fantastic job fixing my RAV4! They kept me updated the whole time and completed all repairs ahead of schedule. They even buffed out an unrelated scratch! Top notch service professionals! I would give them more stars if I could.

I brought my car here as I wanted my vehicle repaired by the dealer, Herb Chambers. My repairs took a while, but that was because parts needed to be ordered from Germany and took a good deal of time to arrive. The team that worked on my vehicle was great as they did a nice job keeping me informed on the status.
The manager, Jim, provided excellent customer service too as he graciously offered to buff out a scratch on my door that was not related to the accident. So I ended up getting my car back in even better condition than when I dropped it off.

Terrible service, rude service writers, they took two months to paint a hood and change my front left suspension. Paid 6,000 $ for body work and a day after receiving my car my paint started cracking due to poor body work. I wouldn’t recommend this shop at all ! Took my car to south end auto body and got it done right. these people are thieves. I contacted corporate and never heard back from them .the service writers told me I was to young to be driving the car I had owned and that he doesn’t care how I felt about the job because insurance was paying for It. Just please avoid the place completely!!!

My husband brought his Mini Cooper here after his car was backed into by a drunk driver. Even though he was completely not at fault the girls insurance company fought us tooth and nail every step of the way. John in the service department saw that the insurance company was screwing us by trying to not cover a rental and by getting cheap parts that were not crash test rated and he made it his mission to make sure we didn’t get screwed. All in all he got us the parts we needed fully covered and we got a rental car for the whole time we were without ours. Also the car looks fantastic, better than the day he bought it! Thank you John and thank you Herb Chambers for making such a miserable experience somewhat tolerable!

Unfortunately, my Lexus was hit by another driver and required repairs. Even though the accident was not my fault, it was still annoying to have to take care of the repairs. That having been said, my experience at Herb Chambers Collision Center in Braintree relieved some of the annoyance. First and foremost, the repairs were impeccable and the car looks as good as new. But, perhaps more importantly, the customer care was excellent. Greg K. was a great help in facilitating all aspects of the repairs and interacting with the insurance company, when warranted. He was both professional and personable in all matters. I sincerely hope that I don’t have to return to a Collision Center, but if I do, Chambers will be my first choice.

DO NOT USE THIS COLLISION CENTER!!!
Let me start off my saying that this is my first Unilocal review. I believe that all companies deserve to be reviewed on a personal basis as everyone’s experience differs. However, I urgently warn you to find another company to deal with your collision issues.
I was in an accident on November 4^th, 2014. I called my Honda dealership who referred me to Herb Chambers. After dropping my car off at the dealership here in Boston, and after speaking to a representative from the collision center, I called the representative (as per their request) to let them know the car had been dropped off. The representative had «no paperwork on me» and I was told that their earliest time they could get to my car would be December 4^th — even though I had just spoken to the same representative the day before. Obviously, he didn’t remember that conversation.
After calling back a few days later to check on the status of my vehicle, the secretary had informed me they did not have the paperwork they needed to process my car– so, this would be the second time I am re-​sending my paperwork. The communication issues in this company are extremely frustrating and frankly, irritating.
A few days later I called to check on the status of the car. My car would have been sitting at the dealership now for almost two weeks– disassembled. Therefore, if my car is sitting disassembled, they obviously know what parts need to be ordered to fix it. Did they order those parts? No. They waited for my car to be sitting there for 3 weeks to order these necessary parts. Listen, I understand these things take time. However, every single time I called this center, I got a complete run around. I got a different story– I had to explain what my car looked like multiple times, what my insurance claim number was (they, of course, had the wrong one.)
Finally, after telling them I need the car finished ASAP I got a call that I could take the train out to Braintree and that Herb Chambers would provide transportation for me from the train to the center. I was told to call the collision center when I got two stops before the Braintree stop — I called, was told someone would be waiting for me. Of course, no one was waiting for me. I called again– the secretary said «give them 10 minutes, if they are not there call me.» So, I called again— this time, John, the floor manager answered and told me the car would not be coming for awhile as «they were picking others up.» I waited 25 minutes when I could have just taken a cab from the first place.
Once I got to the center after paying my way for a cab, I sat there and went over insurance paperwork as the secretary took licks of her lollipop (unprofessional) — by this point— I think you get my drift. This place is not only completely disorganized, I found their lack of professionalism appalling. As I said at the beginning, you should make your own informed decision– but I wouldn’t send my niece’s toy car there to be fixed.

I keep telling everyone after my experience here that I hope to not have to visit Herb Chambers Collision again, but if something happens, I have no issue coming back or referring anyone here. I had a great experience from start to finish, especially with Greg and Mary. They were fast in there services, even with getting a supplement from insurance.

3 weeks to replace a front bumper. I had to call to keep getting info or updates and I’m not impressed with the work – no attention to details.i.e., along the seams of where the bumper meets the lights there are small gaps. only went here because it was recommended to me by bmw herb chambers… wish I had read the Unilocal reviews first.

The repair went fairly well and the car looked great when I picked it up. This however is for the one hour follow-​up to the paint job of the rear bumper. For a 8 am appt. I waited an hour and 42 minutes for them to put the protective coating on the rear bumper only. I was told it would only be one hour so I waited. After one hour I question the person that checked me in and she said «soon it will be ready». After another 10 minutes, I apologized to her and asked «I was told this would take an hour, how much longer?» At that point I was told «10 minutes he is polishing the outside» Over a half hour later the vehicle was ready. Lack of communicating to the customer is a back training issue here. If I was actually spoke to by them it would have been really nice, however when I asked and lied to is upsetting.

We used Herb Chambers collision for my Ford Edge. A woman t-​boned me a stop sign, so it needed some major work. We had AAA tow the car to Herb Chambers and they accepted it right away. They worked with our insurance company to make sure all the parts and labor were covered (which was no easy task because our insurance company stinks.)
There were some back ordered parts, and some errors on my insurance company’s part which delayed getting my car back. It was there for two months. But I can’t say it was any fault of Herb Chambers. Luckily, I have great rental coverage.
Overall, they were communicative and I can’t imagine all the work they had to do in dealing with the insurance company. Not to mention — the car looks like new.

It took them 9 days to maybe replace a bumper. I don’t even know what they really did because I did not get any paperwork stating what services were provided. They told me they would call me when they were dropping it off in Boston. I called the next day to be informed that they had dropped my car off the night before and they had simply forgotten to call. The woman I talked to laughed and said «ooh sorry about that.» I am extremely disappointed and I would not recommend that you give them your business.

Took SIX WEEKS for a minor repair to fix front end damage on a Ford Escape. Almost impossible to get updates on progress. Calls never returned. I would stay on hold until eventually I would get disconnected. They lost my paperwork after two weeks when a service writer quit. Was told it would be about two weeks initially. Then always «next week». I would go in person to check and still would have to leave without an update. In the end, I had to hound them every day in person for days until they moved my work to the front of the queue. SIX WEEKS. SIX WEEKS. NEVER AGAIN.

I don’t feel good about giving companies 1 star because I don’t necessarily think it’s fair (could be just my experience, the person I dealt with, etc.) However, my complaint mirrors the other two currently posted Jupa B. and Kristina M. They consistently make up fake stories about why the car is not ready when you call and they never, ever, ever call back. My car is in the shop for cosmetic repairs only (because they won’t give me a state inspection, cracked front plastic on my light… that in itself is outrageous). Either way it has been over two weeks without updates, I have been calling every day since the second day asking what I can expect as far as time frame. The first person that I spoke with, without even knowing what my car was there for, said it would be from 2 – 4 weeks. Seriously to fix a cracked plastic light cover what if I had a real problem? As I said, I’m over two weeks and counting at the moment. I would advise bringing your car somewhere else OR getting a specific time frame for the repair and re-​delivery of your car prior to agreeing to bring it in (in writing). And if you want something specific done, make sure to explain it 15 times to every person that works there.

I have dealt with them twice. One would think that I would have learned from my first awful experience with them. However, I decided to use them a second time. It took them three weeks for a repair that should have taken four days. There was no follow up and the service manager, Mike, lied to me twice about the status of the repairs. I spent countless hours wasted on the phone trying to figure out what was really going on. Since it took so long, the insurance agency stopped paying for the rental car. One of the repairs was to replace the rear tire. When I finally got the car back, I drove it for five miles before the new tire they put on was completely flat. They had just closed and would not help me for two days. When they finally came to fix the flat tire, they refused to cover a rental car for me to get to work. Honestly, I have never had a more frustrating experience and would warn anyone NEVER to use them.

Am in the midst of a really frustrating exchange with Herb Chambers Collision Center. My complaints:
1. No timely progress updates from them or proactive measures to speed up repairs to my car, or even calling me back.
2. Car has been there a month! The needed parts apparently are taking a while, however had they been ordered right away they would have been here all the sooner.
3. Have spoken to 2 employees so far who took my contact info, promised to follow up, and did not get back to me.
This is so frustrating. My advice — if you have to use them, get on them early and don’t expect them to be helpful or follow up, the customer service is really lacking here and I WOULD NOT recommend them!!!