Three folks at Flagship amazed me with their service.  They did
more than was required.  I thought you would like to hear about this
directly from your customer.

Situations that build relationships often start with a problem.  In this
case, the problem was that I wanted to purchase an Eclass Mercedes diesel
and twice Flagship told me they could not sell me this car because they
understood such sale would be illegal.

Making a long story, short:

?       My salesperson, Kristin Knight, maintained communication with me
for
3 weeks and, during this time, got this situation escalated to Mercedes
for resolution.  It would have been easy for Kristin to stop working this
issue and rely on misinformation.  She didn?t stop.

?       I called Flagship to speak with Kristin, but she was unavailable.
Frank Tsaousis, a sales manager, took my call instead.  In two hours,
Frank located a car and negotiated a price.  I purchased from Flagship the
same
day.   I was in process of purchasing the diesel from another dealer and
likely would have done so but for Frank?s personal involvement.

?       Mark Bertoli, from finance, got my plates transferred in just a
few
business hours.  I had privately sold my car at noon on Friday and when I
came to Flagship to pick up my new car later in the day, all stickers,
registration documents, etc. were ready.  Amazing to get this done in four
hours; and even more amazing given the major snow storm that had just
ended and how many things everyone had to do to.

Kristin, Frank & Mark did more than was required to keep me a Flagship
customer and to sell/deliver cars.

Charlie

Hello Herb,

I want to thank you for the outstanding support your Natick team offered my
wife and I during our recent Mercedes purchase. I am a Sales Manager myself
and I appreciate great service so I wanted to share our great experience
with you.

We live near Inskip in RI so we shopped there. We also looked at the
Westwood dealership and others but between the lack of service, inaccurate
information provided through their website, and their limited selection of
vehicles, we selected a vehicle at Herb Chambers of Natick. After 3 vsists,
we bought a Mercedes. I wish I could name all the friendly / very
knowledgable people we met. It started with Brad who reeled me in through
the internet and then we interacted with about 5 other outstanding employees
to include Fred, Lou, Aidan, and a few others.

We will pick our car up this Wednesday (I think) and look forward to driving
our first Mercedes. So from one Herb to another, thank you for making our
buying expeience an enjoyable one.

Rgds,

Herb

Dear Mr Chambers:

I wanted to let you know that you are very lucky to have a great employee
like Nathan Haugh.  I had a problem with my C280 Mercedes…it was not easy
to understand the problem or to find the solution, but Nathan never gave up
on me…he would not let the car be returned until it was fixed…he kept me
updated during the process and called after the car was returned to make
sure everything was ok.  He is a great example of what customer service
should be…and I thought you should know.

Your customer,

Bob

Having just purchased my third{3rd] Mercedes, I must say that the whole sales adventure, was simple, rewarding and left me with a feeling of total satisfaction.
Not only am I a buyer and stockholder of Mercedes, but also many members of my family are too.
Having dealt with my salesman, Chip Mccarty, in the past, he again took my needs and wants into consideration in a very relaxed, professional manner.
Chip, being the great the salesman that he is, has known that my wife has stage4 lung cancer,and he has over the past year, made numerous courtesy calls to check on my wife’s condition. This factor alone, made me want to buy another Mercedes from you and the compassion that he has shown, deserves not only a pat on the back, but also some other type of recognition.
I will continue to buy my Mercedes{s} from you and also recommend to my friends to do so also.
Keep up with the excellent customer service, for it makes buying a car a novel experience.
Sincerely,
Rocco
P.S. Send a copy of this to Chip. Thanks

I just wanted to take the time to let you know about one of your employees.
I recently purchased a M-Class at your Flagship Motorcars in Lynnfield
location. My sales person, Peter Zahoruiko was wonderful. This is the
third time that I have purchased a car from him and I can say that I will be
back again. I enjoy dealing with Peter because of his professionalism and
the fact that I never ever feel pressured. Peter knew what type of car I
was looking for and he made sure that is what I got. I can say that I am
very happy with my recent purchase. I think that Peter is an asset to your
business and that you are very fortunate to have such a great sales person
working for you.

Bethany

Dear Mr. Chambers,

I am sure you receive more constructive criticism than praise from this interface, but I am writing to compliment the great service I have received multiple times from Dustin O’Brien at your Mercedes dealership in Natick. Dustin has gone out of his way to return our GL-550 to our home when we were away. He has fixed both minor and major warranty work for the same car rapidly so we could get our car back for a car-pool or sporting event where we needed our larger car. He even fixed a small issue with my E-350 on the spot without making me come in under an appointment. I cannot tell you how much I appreciate this kind of service. It really does stand head and shoulders above the other dealerships I have dealt with in the past. Dustin has done right by me every time and I just wanted you to know about it.

Sincerely,

Tony

Dear Mr. Chambers,

Last month I bought a new Mercedes from Flagship Motorcars of Lynnfield. It was a terrific experience and I thought I would share my story with you.

I leased a E350 in 2006 from Flagship Motors and it was mostly a customer service disappointment ? a classic case of over-promising and under-delivering ? that I had no interest in continuing a relationship with the dealership. In fact, I had my car serviced at another Mercedes dealership for three years. Well, my lease was coming to an end this summer and I called the other dealership to discuss options with the car. They never returned the call. So I decided to give Flagship Motors another try. That is when I met Alan Stummer and Jamie Middleton. They were great and turned around the entire experience at the dealership. The customer service was EXCELLENT and the whole experience was so extremely hassle-free. It was the kind of service one expects buying a luxury vehicle and reflected very positively on the dealership and Mercedes Benz. Alan and Jamie really listened to my concerns/needs and found the vehicle that was right for me. They went the extra steps to locate the perfect car and then personally deliver it to my office in downtown Boston. It was such a pleasant, enjoyable experience and real stand-out to the customer service that one usually receives.

I am sure that you have many fabulous sales people working in your organization but Alan and Jamie are truly exceptional in their roles.

Sincerely,

Ruth

Patrick

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

_______________________________________________________________________

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