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BBB Accredited Business since

Cambridge Trust Company

Phone: (617) 876-5500 Fax: (617) 441-1450 1336 Massachusetts Avenue, Cambridge, MA 02138

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Cambridge Trust Company offers complete banking and mortgage services to individual and commercial clients. The company provides automobile, personal and homeowners loans as well as first and second mortgage programs to their customers. Personal savings, checking accounts and investment programs are also available. All Trust Department Services are available. The company was established and incorporated in Massachusetts in 1891. The company employs 175 people. Mr. Joseph V. Roller, II is the President and CEO of the company. Any questions or problems may be directed to the attention or Mr. Roller.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Cambridge Trust Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Cambridge Trust Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Cambridge Trust Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 12, 1986 Business started: 01/01/1891 in MA Business incorporated: 01/01/1890 in MA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Massachusetts Division of Banks
1000 Washington St, 10th Floor, Boston MA 02118

Type of Entity


Business Management
Mr. Joseph V. Roller II, President
Contact Information
Principal: Mr. Joseph V. Roller II, President
Number of Employees


Business Category

BANKS Monetary Authorities-Central Bank (NAICS: 521110)

Service Area
Cambridge Trust Company provides their services in MASSACHUSETTS.
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

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Additional Locations

  • 1336 Massachusetts Avenue

    Cambridge, MA 02138 (617) 876-5500


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/24/2012 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I sold my home and fully paid off loan on 6/8/2012, it was *** **** from closing attorneys office to Cambridge Trust on 6/7/2012, overnight. They received it on 6/8/2012, howver still charged me interest until 6/12/2012, on a loan that was already fully paid back!!!

Desired Settlement: I would like my refund for my interest that was accured from 6/8/2012 - 6/12/2012

Business Response:

July 13, 2012

Re Complaint *******

Dear Better Business Bureau

The Bank has thoroughly researched the circumstances related to the complaint filed by our customer and appreciates the opportunity to provide this response.  On June 21, 2012 and July 5, 2012 the Bank responded directly to the complainant providing a refund and an explanation for the delay in processing the mortgage payoffs in question.

As it has researched the circumstances relating to this complaint the Bank has also reviewed its practices and considered whether it has records of similar complaints received.   The Bank has apologized for this error, which appears to be an unfortunate, isolated instance.   Please contact me at ************ for any questions regarding this complaint.

*** * ******
Vice President
Cambridge Trust Company
** ******* ****** ** * ********** ** *****