I would like to preface that I am writing this review on behalf of my mother, who had an extremely…read morehorrific experience at this dealership's service department today. All potential customers should be warned: DO NOT GET YOUR VEHICLE SERVICED AT THIS DEALERSHIP.
The General Manager and employees in the service department were offensive, disrespectful, and discriminatory. It is clear from other reviews that this place has significant personnel and customer service issues that are deeply ingrained.
My mother scheduled an appointment today for an oil change on her vehicle at 11:30 AM. Her vehicle's display indicated that 1 quart of oil needed to be added, but she decided to get a full oil change since it was due soon. She and my father arrived on time, only to be informed that the staff would be going on their lunch break soon and that they would have to wait 1.5 hours. Another staff member then told them it would take 2 hours for the oil change to be completed. Meanwhile, they tried to persuade her to get a 20,000-mile service, which would have cost close to $1,400+. My mother informed the service department staff that she would return when her car reached 20,000 miles but wanted only an oil change for now.
After this, the staff's attitude and professionalism deteriorated further. During the 2-hour wait, they received no updates. At 1:30 PM, my father went to inquire about the car's status, and a staff member named Chris was extremely rude, stating that they had started at 11:50 AM and the service would be done at 1:50 PM. About 10 minutes later, Chris drove the vehicle to the front, parked it, placed the keys on the table, and said, "Everything is delayed. You have to come back another day and make another appointment." My parents were confused and asked, "What do you mean? Did you not do anything to my car?" Chris responded, "No," and walked away without an apology, being incredibly condescending and rude.
My parents waited over 2 hours only to be told at the end that they could not even perform the oil change. My mother was extremely upset and went to the counter to ask why they hadn't informed her earlier and made her wait this entire time. She was clearly distraught, wanting to understand what had happened and why she was being treated this way. The General Manager (GM) then approached and threatened my mother, stating that if she didn't calm down, they would call the police, and stormed off.
Shortly after the Service Director, named Robert, then came over to console my mother and tried to mediate the issue, escorting her to his office. By this time, my mother had calmed down and was explaining the events to Robert as he wanted to rectify the situation. But lo behold the outrageous GM then stormed into the office, saying, "This is my house! If you scream in my house, then you need to leave, otherwise I'll call the police!"
This was unbelievable. Even Robert looked at the GM in dismay. Robert apologized to my mother and tried to make things right by helping her, but he was the only one. All the other staff at the service department, including the GM, were horrendous, condescending, and disrespectful.
My mother asked Robert if this was how they treated customers or even to Asians and what she had done to deserve this. The entire time, the GM and the rude staff member name Chris were talking right outside the office window.
Robert insisted on trying to make it right. So, my mom took the path of least resistance and said they could just top off her oil instead. This took about 15 minutes. Despite Robert's attempts to rectify the problem, it is clear that this dealership needs to re-evaluate their staff in the service department, or they will continue to lose great customers. All it takes is one bad seed to ruin the lot, and in this case, there was more than just one.
We strongly advise against taking your vehicle to get serviced at the Mercedes dealership in Catonsville, MD., or you just might find yourself in a nightmare.
