I rarely write reviews on Yelp, but if I can help someone else by writing this, then I will. I hate to give such a bad review to this business because I am sure there are some people who actually value the work that they do and Customers that cross their paths, but my experience was one that warrants this rating and long explanation.
My husband and I found out that we were having a baby in December 2018. We decided in the spring of 2019 that we needed to trade in our two door Honda for a bigger vehicle. Let me preface all of this with the fact that I have never bought a vehicle that is not certified pre-owned; however, I made the mistake of getting big eyes for a white 2015 Mercedes-Benz GLK 250 with tan leather interior at Highline that I could not find on the Mercedes lot or any surrounding Mercedes-Benz dealerships. Unfortunately, against my better judgment and also ignoring my husband's concerns, I jumped into buying this vehicle. I was told that the reports were clean on the car (now I have learned that CarFax is NOT 100% reliable, so if you aren't buying CPO, please have an outside mechanic inspect the vehicle) and it seemed to be in great shape (yes, I sound naive). Additionally, this entire story would not make sense if I didn't also explain that we were sold a warranty that was claimed by Highline to be "better than the manufactures warranty." I was slightly nervous to purchase a used vehicle that wasn't certified pre-owned, so I wanted a warranty just in case. They convinced me to buy it and that added an additional $3000 to our loan. I would like to say that the one positive of our experience is that they did give us a decent deal on the interest rates; however, the lower price of the vehicle makes sense for the quality of what we received... but I digress.
We purchased the vehicle and drove it off the lot. Within a week, the engine light came on. We took it to Mercedes and they said it looked like the engine light had been turned off. There were multiple codes that had gone off in the car that had not been resolved. Since that time, the car was in the shop seven times and cost us a couple grand. We had to replace multiple NOx sensors, the entire AdBlue system, which cost $3000, and a couple other things. The tires also were almost bald according to a shop that we went to when we couldn't get in at Mercedes, so we had to spend $1000 on tires. The shop also said it looked like an alignment hadn't been done in a long time. This resulted in severe toeing in which had severely worn down the tires. We spent an additional $120 on the alignment and the shop told us to come back in a month for them to make sure that the alignment was fixed or we may have to replace our struts for $1200.
Obviously, over the course of these few months, we called Highline multiple times for a remedy. Our calls were ignored. I finally was able to reach a manager and he said that we could come in and look at a different vehicle and trade them out. He explained he wanted to make it right. My husband and I took our time to drive out to Willowbrook and the deal that we were given was extremely sub par. We would not only have to put money down, but our payment would be significantly higher on a vehicle that had tons of bodywork issues. We asked for a refund of our warranty so we could leave Highline behind us, and were told that we would get a call on July 29, 2019 from the finance department. We never received a call. After that, I called multiple times and my calls were never returned. I finally sent a demand letter to Highline asking for my full refund or I would pursue legal action. That is when I received a call from them to start processing a refund of our warranty. A couple weeks later, the warranty company sent a letter saying the warranty was cancelled and the money would come from Highline. I never received a phone call from Highline, which I assume most companies would think would be a very important phone call to make to make sure that their customer knows where the money is. I called them three separate times trying to figure out what was going on with our refund check, and no one returned my calls. I finally hired an attorney to file a demand letter. I never heard from Highline, but checked our loan account and saw that the payment had been received in two separate increments. I have yet to hear from Highline with any sort of apology or explanation. This is probably the worst customer experience I have ever had. If you could avoid buying a vehicle from them, I would do it. If you read the reviews, there's someone else who had an identical experience to ours. I also consider their warranty company to be fraudulent. We have tried to get rid of this vehicle and we won't be able to do it without being upside down on our loan, so we have decided to keep it since we have put so much money into it. All I can say is, I have learned my lesson. Please go somewhere else! read more