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| - Have you ever felt the need to feel really stupid and a complete inconvenience to others? If so, look no further...
For the past decade my husband and I have been loyal customers having leased several S-class sedans from Schumacher. Our last experience was markedly different from what we came to expect from this business.
I was given conflicting information by two different Schumacher service advisers about repairing two of my cracked wheels on my SL550. When I tried to get a proper understanding of what needed to be done the service adviser acted as if I was greatly inconveniencing him and was clearly annoyed when he had to get up and inspect my car. Upon his return he refused to listen to anything I had to say, kept interrupting and kept raising his voice in a belligerent fashion. I felt very uncomfortable as others passing by started staring and my service adviser went on and on about just how little did I know about anything that involved wheels, tires, descriptors and abbreviations of said wheel and tires, pressure in those tires, where to buy or not buy tires etc. etc. I began to wonder if I was even fit to drive any vehicle at all, much less the very best, a Mercedes. Joking aside, I felt humiliated and blindsided by the tone and the intensity of the conversation. I felt intimidated and was relieved when my husband showed up. The looming male presence behind me tempered his comments but by now I was to the point of tears. Normally I take a dim view on weeping in public. At this point the service manager,got involved and promised to sort things out.
He shouldn't have.
He called after a short while to offer his "apology" but he instead proceeded to defend the rude behavior and to further lecture me at every turn. He informed me that my wheels were cracked beyond repair and (against my better judgement ) I agreed to buy 2 new wheels and 4 new tires. He offered to detail my vehicle as a peace offering since I "have been through so much". Even though I agreed to spend thousands of dollars, after they reduced me to tears just hours before, I told him that I will leave negative feedback for him.
He called me back a little while later and told me to take my business somewhere else. Well, that is one way to amp up an already shaky situation...
My husband attempted to figure out a solution in person (after all we were told that the car was not safe to drive and towing it somewhere else was just another hassle - right before Christmas no less).
Two of the managers threatened legal action if we were to leave negative feedback on social media. We were told us that Mr. Schumacher was fully aware of this situation and the way it was being handled and that the dealership routinely will "go after" customers who dare leave "negative" feedback. WOW!!
Mr. Schumacher, with "managers" like these I can only imagine what your annual legal fees look like. Why not train your employees to practice finding resolution to problems instead? We were certainly willing to compromise.
Very disappointed in this business and resolved to buy my future vehicles at another Mercedes dealer instead.
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