5/14/09

Dear Mr. Chambers,

Last week, I purchased my fifth Mercedes at Foreign Motors West in Natick.  In August of 2008, I convinced my husband, who swore he would never drive a Mercedes, to purchase a Mercedes SUV.  So, in the past nine months, we have purchased two Mercedes from your Natick dealership.  I thought you might be interested why we keep going back there.  There is only ONE reason why and that reason is Ken Black!  Ken is the most professional and sincere person that I have ever met.  I know that no matter what happens to my car, I can pick up the phone and Ken will take care of me.  The honesty, sincerity, and genuine caring for your customers is what Ken displays at all times.  I can’t tell you how important it is for me to feel safe in my car and how much it means to me that I know Ken will always do what is right for me and my family. 

I know that more often than not you only hear about the things that customers feel need to be improved.  I wanted to be sure to give you positive feedback and to give credit where it is immensely deserved.  Last week, before I even went over to Foreign Motors West, I called Ken.  He was on vacation so I left a message for him to call me when he got back in the office.  Within 30 minutes of leaving that message, Ken called me back!  You are so lucky to have such a dedicated employee and one that is checking his messages while on vacation.  As you know, dedicated employees are very hard to find!

I always comment about Ken in the Service Customer Satisfaction Surveys that I receive but I am never sure that he gets the credit and recognition that he deserves.  Please recognize Ken and let him know how much he is truly appreciated.  If it weren’t for Ken, I would not have purchased my last four vehicles at Foreign Motors West and I certainly would not have purchased two in the last nine months.

Thank you for taking the time to recognize Ken for all his hard work and dedication.

Best Regards,

Rosemary

4/28/09

Hello!

I must admit that I was surprised to hear from Ken Black within a few hours of sending off my email, and even more surprised by his response.  He was professional, not at all defensive or accusatory, gave a clear summary of what he felt might have occurred, and offered an $800 service credit that I was happy to accept.

My father bought his first Mercedes from Foreign Motors West years ago, and my extended family continued to buy and service cars there for many years.  When I heard that Chambers had bought the franchise, I was somewhat concerned — my impression was that customer satisfaction for Chambers dealers could be most generously described as “mixed.”  But I our experience has been excellent.  The service department is polite and efficient, and the response to my complaint was immediate and helpful.  I would not hesitate to recommend FMW to anyone looking for a Mercedes/BMW dealership.  I will also comment on the dealerrater.com website about this experience.

Thank you for your help in resolving this matter.

Lynda

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4/24/09

I have taken our Mercedes C230 to the Natick service department ever since it was passed along to us by my mother-in-law.  I have been impressed with the efficiency and courtesy of everyone I have come in contact with there and, until recently, have been very satisfied with the work that has been done.

      Earlier this week while I was out of town, my husband heard and felt the loud thump-thump-thump that signals brake problems.  The sound was so loud that he feared driving the car any distance, and so he took it into our local mechanic for a look.  He was not surprised to hear that the car needed all pads and rotors replaced and authorized the work. 

      He told me this when I returned home.  I had a memory that similar work had been done recently, and when I looked at our service records I found that you had replaced all four brake pads and rotors on November 20, 2008 at a cost of $1207.98.  I called the local mechanic who did the most recent replacement to ask if he noticed anything unusual.  He believed that the at the last service the pads had been replaced, but it was his opinion that the rotors had not been replaced in some time.  I have asked him to keep the parts he replaced should you wish to examine them.

      I cannot be certain what caused the pads and rotors to fail in less than four months and less than 2000 miles.  But I am certain that they failed, and that this should not happen in such a short time.  In a perfect world, I hope to be reimbursed for the costs of this most recent replacement.  At the very least, I hope you will provide compensation in the form of a service department credit for the failed brake job done on November 20.

      Please feel free to contact me if you would like further information or if you would like me to provide the defective parts.

      Sincerely,

      Lynda