Open Road of Bridgewater

benzjenn responded

Hi Michael, While I appreciate your message and it's intent I think the impression we left with is a difficult one to change. In a service industry, first impressions and customer relationships are integral to success. Unfortunately the length of the service appointment along with the attitude from Ted and Joe on the phone left a bad taste in my mouth and I do not forsee another visit to your dealership for future service appointments or family purchases. As I told Ted when he offered me a car detail to make up for the delay, I do not make complaints in order to receive freebies. I give feedback because it's important that the customer is heard. Joe made me feel that it was our fault the service took so long (which isn't a valid argument) and that what I said didn't matter (his curtness). Thanks, Jenn

Open Road of Bridgewater responded

11/26/2010 In regard to a poor review posted by benzjenn on Dealer Rater. To Whom It May Concern, The person who wrote this review is not the person who brought the vehicle in for service. Her husband arrived at our facility on 11/26/2010 @ 8:13am. When he arrived he was kindly greeted by one of our service drive personnel, as all of our visiting clients are and was then escorted to his Service Writer for write up. The client’s original appointment was made for an “A” maintenance which usually takes about an hour and a half. At write up the client added two other concerns he would like checked while he was here [the rear hatch door not operating correctly intermittently and an issue with the Mbrace system dialing un commanded intermittently] at which time we of course agreed. After performing the maintenance the technician who is also one of our shop team leaders went with the Service Writer to speak to the client regarding the other issues in order to clarify the complaints and keep the client in the loop as to how the service was going. The technician spent an additional 35 minutes trying to duplicate these issues to no avail. At that time the client was made aware of the situation and he agreed to return if these issues should arise again. The client’s vehicle was then sent through quality control to insure all work was performed to our standards and then sent to be washed and vacuumed. The client was at no time left for more than 15 minutes without an update on what was going on with his vehicle. The client was informed his vehicle was ready and was reunited with it @ 10:34am. The client did not seem disappointed with our service at all. Shortly after the client leaving, the Service Writer received a call from the client’s wife, upset about the amount of time it had taken to service the vehicle. Contrary to the clients statement the Service Writer did explain the additional services ordered and did apologize for any inconvenience this has caused. At that time the client asked the writer to have the Service Manager call her back in which I promptly did. I also tried to explain the situation and apologize for any inconvenience but was dismissed by the client and told she will not be returning for service, at that time we ended the call. In addition to this I would like to mention that just one week earlier the person who wrote this poor review stopped by our facility requesting that we perform a complimentary wash and vacuum on her vehicle in which we obliged even though our policy dictates that we only perform wash service for people who purchased their vehicle from us, which she did not. I would appreciate any consideration that can be given in this situation as my service team and I always strive to deliver the best service experience to all of our clients, as I feel we did in this case also. Regards, Joseph Bongiorno Service Director Open Road Mercedes – Benz of Bridgewater Main: 908-685-0800 ext. 228 Fax: 908-704-7330 joseph.bongiorno@openroad.com

Open Road of Bridgewater responded

Could you please give me some more information so I can try to help rectify the situation? What is your name and number? Date of purchase? Vehicle? I’ll have either myself or the general manager contact you. Regards, Miguel Carreira 908-685-0800

Open Road of Bridgewater responded

Could you please give me some more information so I can try to help rectify the situation? What is your name and number? Date of purchase? Vehicle? I’ll have either myself or the general manager contact you. Regards, Miguel Carreira 908-685-0800