Reviews

I purchased a 2016 Lexus IS300. When I test drove the vehicle, the *** warning light was flashing. I was told that it was no cause for concern, a tire was low on pressure. The next day after purchasing the car, the warning light was still on. I called on Monday and spoke with ****, and he advised me to contact the service department. I called them and spoke with someone who told me that he had to speak with his manager because it was *****, and he stated he would call me back before the end of the business day. He never called me back. The next day I spoke with ******, who spoke with the parts manager and he advised that the sensors would be ordered. A few days later I called the service department and spoke with *** who said he would have to go to the parts department to see if the sensors were in and that he would call me back. He never called me. Two days later I called the service department again and spoke with **** who told me and I am quoting him, "I will find out all the logistics, where the part is, when it will be in and I will call you back before the end of the day". He never called me. The next day, I called again and he said to me in a very short manner and unpleasant tone "we ordered the part, we will call you when it's in." When he first answered he did not remember me. I understand he is busy, but he truly made me feel as if I was bothering him. Over a week passed, when he called me saying that the part was in and how soon can I come in. When I told him that **** from his department had called me earlier and that I had made an appointment for two weeks out because they were filled up he said to me "I just want to get past this." After a long pause he corrected himself and said "I want to get you past this too." So I dropped off the car and after picking up the car I noticed that a good deal of quarters that I had in the cup holder were missing. Anywhere up to $20 in quarters missing. I was sadly let down on many levels. I will never go back

 We're disappointed to hear about your experience. We aim to provide excellent service and it's disappointing that this wasn't reflected during your visit. If you'd like to discuss further or need assistance, please reach out directly. Thank you, *********************** - General Manager - ************************************

My daughter, a young professional who lives and works in the ****** area, purchased a new vehicle from this dealership this week. We are repeat customers of ******** of Natick and we are very big fans of the ******** brand. My daughter worked with ***********************, who is a fantastic salesperson and a true gentleman. The problems came in when she sat with the Finance Manager, ***********************. She paid cash for her car so the issue didn't involve financing. The issue was his tone and treatment of her. During his attempt to upsell her into tire coverage, clear coating, etc he treated her in a rude and intimidating way. Even going as far as to say "I thought you were smarter than that, you are in finance" when she declined the clear coat coverage and using an overall intimidating sales manner with her. He made a couple of comments about her intellect for declining. In summary, he was a bully and she felt uncomfortable. When we went back to the dealership to pick up the car the next day, I went with her to face ****************. The ** **************** had been very apologetic... however **************** claimed not to know what I was talking about and gave a very unconvincing apology. I am certain his behavior was due to her being young and female. It did not appear that my discussion with him had any impact at all, nor did he take any ownership of the situation, so I would advise anyone using this dealership to avoid **************** at all cost. We highly recommend *********************** as a salesperson, and it's disappointing to me that he is supported by a Finance Manager who would treat young professional women ( or any woman) in this manner. My daughter even worried that my speaking up would cause him to do something to her car. One would hope that in 2022 we would be beyond this type of mindset, but apparently we are not and I want future customers to be forewarned.

On behalf of the entire Herb Chambers Mercedes Benz of Natick team, we sincerely apologize for your daughters experience here. We have never witnessed anything like this before, and I assure you it will not happen again. ***** s choice of words were completely unacceptable and he whole heartedly knows he was wrong. However, we emphasize that the notion of an employee treating customers poorly do to gender and age is completely unfounded. We do not participate in any such practice and work hard to maintain a ***************. We value all our customers, especially long term ones such as yourself. We are saddened to know we appalled you and your daughter. We hope you can accept our apology so that our relationship can eventually be repaired.