10/15/08

Hi Herb,

I received a call from Brad this morning and appreciate the prompt response…he resolved the issue to my satisfaction…and I look forward to continuing my relationship with your service department…

Thank you and the entire Mercedes Benz Natick team…

Hal

10/14/08

I talked with Hal this morning and it went very well. He wanted it to be constructive and I took it that way. We are going to detail his car on his next visit and we are sending him a gift card to Legal Seafoods. Even though he did not buy the car from us, I believe we will have a chance to sell him his next car. We have also changed the process on advising customers when their cars go to our Ashland body shop for repairs.

Brad Craig

Executive General Manager

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10/14/08

First, let me compliment the Green team in Natick…both Dustin and Aubrey provided great customer service with good follow-up and execution…I truly enjoyed working with both of them and because of their positive attitudes, I will continue to bring my car to them for service.

However, I do have a concern…when I picked up my car on Saturday, October 11, I noticed that there were 55 miles put on the car while it was being serviced…the reason I noticed was that my gas tank was on reserve (it was a little less than 1/4 full when I brought the car in)…I understand that it was driven to Ashland for service and some additional road-testing was done but 55 miles is unacceptable…and not being told that this had occurred is also very disconcerting…

I have reviewed this with Aubrey (his attitude and customer service are to be commended) and I am confident he will handle the situation appropriately…

Hal