Good day,
I wanted to let you know as I’m sure you already do, that your service director of Auburn, Jeff Krasner is superior at customer service. My new car failed inspection today due to my plate having spray paint on it. My husband cleaned it and after calling the service department and speaking with Jeff, he apoligized for the mishap and asked me to come back and get my sticker. When I got there, he brought me in his office explained the RMV’s policies and gave me a voucher for a free oil change. Tiffany Schimmelmann was also very attentive and professional. I have never had such great customer service at a car dealership.
I did my research online and looks like I made the right decision to bring my buisness to you.
Thank you!

We want to express our sincere thanks to Carrie Hoffman and Jeff
Krasner in your Westborough Ford service team.  They went above and beyond
any service group we ever worked with to resolve a brake problem on our
truck with 17,000 miles.  Carrie listened to our concerns and worked with
the service manager and corporate on our behalf.  We were very impressed
with her customer skills and resolution and plan to be a loyal customer in
the future.

Dear Mr. Chambers,
    Although I hardly ever do this I felt compelled to tell you about an
amzing and rare experience I had at your Ford dealership in Westboro.  I
purchased a 2006 Freestyle from them  2 1/2 years ago .  It was my second
purchase from you.  I had all the required repairs on time and was a good
owner. For the last 3 or 4 oil changes I had complained about a squealing
noise in my steering.  Each time I was told something different:they
couldn”t reproduce it so couldn”t diagnose it, or I needed four new tires
asap. I replaced the tires 2 at a time…no change, just louder.  This
summer I needed a new brake light bulb and again told the service man about
the noise which by now was constant and louder than ever.  This time the
diagnosis was that I needed a power steering fluid pump replaced.  Estimate
$500!!!  UGH… as a single mother of two girls, one in college, I cringed.
When I called to make the appointment for the repair i spoke to the
scheduling man and asked if this wasn’t a “warranted item”  I was sadly
informed that since my car was now at 42,000 miles I was now out of the
warrantee.  I went over the history of the story and he said he couldn’t do
anything about that.  I asked to speak to the service manager…something I
never traditionally do. Enter Jeff Krasner….the service manager.  He
listened very respectfully to my situation and also informed me that while
it was true that I was past the warrantee period that (and I quote)”Herb
Chambers is not just about selling cars but about building customers
relationships!”  Hmm i thought cynically…we’ll see.  He had my car
re-examined and decided to try replace some kind of belt first.  I was told
by the scheduling man that it would run about $300  Again Mr. Krasner took
over and said not to worry, he couldn’t guarantee that this would fix the
problem but that he would “take care of the problem”. This past Monday, I
brought my car in to be serviced and it was.  No Charge…Problem completely
fixed!!! Not only that but because he wasn’t there when I was processed out,
he called me at home to see if the noise was gone and was I satisfied.
SATISFIED???  I am speechless  Relationship…let’s just say I am going
steady with Herb Chambers…. for ever.  My next car and the one I buy my
daughter when she graduates from UMASS will be from one of your dealerships.
I cannot promise it will only be fords, but it will only be Herb Chambers
purchases.. So, Mr. Chambers whatever you are putting in the Kool Aid, Mr.
Krasner is drinking it !  and for a $100 “belt and alot of respect and
responsiveness and intergrity you have a customer for life.  Thank you very
much!!  Well done.
Gay
P.S.  I am a psychiatric nurse and my work is psychotherapy. Over the years
I have had the pleasure of counsenling several people that work in your
industry at all different levels, some have even worked for you.  So I feel
that I can actually say this kind of professional environment and “mission
staement” if you will, is very rare indeed.  Something good must be sifting
donwn from the top!  

I had my F250 serviced at the Westborough location and wanted you
to know that Jeff Krasner provided outstanding service.  Jeff resolved a
major issue that I had with my truck and did so in an efficient, friendly,
and very professional manner.

I wouldn’t hesitate to bring my vehicle to Jeff again in the future.

Thank you.

Dear Herb:
I am not much on giving customer feedback because usually I am concerned
about getting spam mail or harassing sales calls. However, my experience
with your Westborough Ford dealership deserves a comment or two.
I was driving to Nashua NH on 495 when the electrical charging system
failure indicator came on in my 2005 Ford explorer. I called 411 to find the
closest dealership and Westborough was it. I called them and told Jeff
Krasner the service manager my dilemma.
It was raining like crazy as it has for the past month in New England and I
had less than 2 hours to make it to an important sales meeting. Jeff assured
me that they would take the car in immediately and diagnose the problem.
Well that is when I was impressed by Jeff and his team. The car war taken in
immediately and because the diagnosis was a bad alternator it would take
linger to repair than the time I had. I explained my time constraints to
Jeff and he took care of me by giving me a courtesy car for the day.
When I returned my car was completed and the staff was very cordial and
wished me a pleasant day. I was 3 hours from home, wet but in good mood
because of the experience I had at your dealership with my 220,000 mile 2005
Explorer.
Thanks for being the leader you must be that inspires your team to care
about their customers.
Kind Regards
David