I CANNOT WAIT TO GET RID OF MY MERCEDES. If I could give this dealership zero stars, I would…read more
My mom and I purchased two brand-new Mercedes vehicles within a matter of two weeks, and unfortunately, my experience has been nothing short of a nightmare. What should have been an exciting first luxury-car experience has instead been one problem after another.
Within the first month, my mom's CLE needed FOUR new tires. My GLC needed a new tire, and the sunroof stopped closing properly. Then I was quoted approximately $900 for the vehicle's first service despite the car being under warranty. I have never owned a vehicle where the first service experience on a brand-new car felt this absurdly expensive.
The service department, however, has been by far the most disappointing part of this entire experience.
My GLC, which is only about a year old, began having serious electronic issues. Both screens would go completely black for extended periods of time, and the check-engine light would come on. When I contacted service about the check-engine light, instead of immediately discussing bringing the vehicle in for diagnosis, I was asked whether my gas cap was on correctly.
I dropped my car off on Monday, August 24 at 7:30 a.m. The dealership did not begin working on it until AFTER the following Monday. My car sat there for approximately seven days before work even began. During that time, they could not even bother to charge the vehicle, despite charging being available at the dealership.
After the service was finally completed, the dealership drove my car approximately 30 minutes to my office to return it to me. I received the vehicle around 1 p.m. on Wednesday, September 2. Approximately 25 hours later, I noticed a screw embedded in the tire near the sidewall--in an area that barely, if at all, makes contact with the road.
Naturally, I immediately contacted the dealership and my service advisor.
What followed was one of the worst customer-service experiences I have ever had.
I was repeatedly placed on hold for roughly 20 minutes at a time--approximately three separate times--while trying to get someone to address the situation. After becoming completely fed up with the lack of communication and respect, I contacted Mercedes-Benz corporate customer care directly.
The difference in customer service was night and day.
The dealership refused to take responsibility for the damaged tire and would not cover the full replacement cost. I certainly was not comfortable paying approximately $500 for a tire I had every reason to believe was damaged while the vehicle was in or immediately after leaving their possession.
The situation became so unnecessarily difficult that my mother ultimately had to get involved. I am 27 years old, and the vehicle is entirely in my name. I should not need my mother to intervene in order for a luxury dealership to take a customer concern seriously.
Patty, the service manager, made an already frustrating experience significantly worse. I felt that my concerns were dismissed and that I was not being treated with the level of professionalism or respect I would expect from any business, let alone Mercedes-Benz. I was eventually told the dealership would only split the tire replacement 50/50 with me.
That was not an acceptable resolution.
I was also told I could not receive a loaner vehicle while the tire situation was being handled, leaving me essentially stuck waiting for the dealership to decide what they were willing to do.
Thankfully, Rochelle at Mercedes-Benz Customer Care was phenomenal. She could hear how frustrated I was and treated me with compassion and respect from the beginning. She ultimately provided me with a $250 redemption code to cover my portion of the tire replacement.
I truly cannot thank Rochelle enough. She understood that purchasing my first Mercedes after previously driving a Jeep was supposed to feel like an accomplishment--not something that caused constant frustration and stress.
Unfortunately, the dealership itself completely ruined that experience.
From the vehicle issues, to the delays, to the communication, to the service department's handling of the tire, I have been disappointed at virtually every stage of ownership. The sales experience, service experience, and overall customer service have all fallen dramatically short of what I expected from the Mercedes-Benz name.
This was my first luxury vehicle, and because of this experience, it will very likely be my last Mercedes.
The most frustrating part is that my Jeep Wrangler was genuinely easier and less stressful to own and service than this Mercedes has been.
I will never purchase another vehicle from this dealership, and I cannot recommend it to anyone looking for the level of service and professionalism that should accompany a luxury vehicle purchase.
