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| - I would give them negative stars if I could! See the pictures and AVOID THEM! They will damage your car and try to get away with it!
We were very disappointed in the service we received at this dealership. I brought my GLE 350 2016 in for its yearly/10,000 miles service on 4/26/17. Jose was my advisor. As soon as I get home after picking up my car (which is literally a 20 min drive on local roads) I parked the car and I walked across, from the front. In doing so, I noticed one deep scratch/dent in addition to a small scratch on my hood which. Attached below in the picture. I called the dealership ASAP. I talked to the receptionist and he transferred me to Jose and was met with a voicemail. I waited for 2 hours and heard nothing back. So I called the service department again to get in contact with someone. I spoke with a female and I waited that afternoon with no response.Getting a little annoyed my husband called Jose around 5:30 pm who then told us our appointment was set for 10 am next day (funny how no one informed us of this appointment which we clearly would have missed without calling back multiple times).
My husband had mentioned, Mecedes is going to say this is on us but I laughed at him and said no way, this is Merc they must have integrity and would not compromise on customer service. To my surprise, that is exactly what happened. I take the car in the following day and am told that this looks as though a rock hit the hood. I was shocked at what I was hearing. This large very noticeable dent somehow happened in the 20 min drive home?
Jose than had the body shop "expert" come out and look at the car and no surprise...backed up Jose's opinion of rock damage. He then points to a slight imperfection on the windshield to state, "it looks like the rock hit the hood and then bounced to hit the window." Ok so the expert must have a PhD in physicsL this rock hit the hood, changed trajectory and make another scratch little higher to the original (as you can see in mark-up picture), then went back in the original path to hit the window. Also, take a closer look at the bigger scratch which looks like two parallel lines next to each other. Can you explain, what was the shape of rock to leave such a parallel lined scratch? Even if I cave and buy the rock theory that defies physics, you want to tell me to believe a rock or object that did this kind of damage did so without me noticing? How distracted are you claiming I was that I could not see that big rock hitting my hood "TWICE" and then my windshield!
Needless to day, I was NOT happy. In walks Nelson, the service director, who at first is trying to be diplomatic and not wanting to accept the mistake his people did! At first he suggested to get a touch-up stating that a paint job will "depreciate the value." Really? paint done by Mercedes is going to depreciate the value of my car? Are you using a cheap generic paint that's not original? Do you give discounts on the pre-owned cars in your lot that have been repainted to clear up scratches from years of use as they are now depreciated in value?
My husband, who was at work, went back and forth over the phone. Finally, we decided to see what the "touch up" would look like. Simple answer:"nail polish applied by a 5 year old." I took the car home and showed my husband in addition to multiple individuals who laughed at the arts and craft project punted to us as a "professional touch up." We had been told that someone would call within 48 hours of the job...if we didn't like it, the hood could be repainted.
72 hours go by....no phone call and no surprise. We call and make a service appointment. This time on, my husband was free from work, and I decided to take him with me. This time when we go in, my husband requested that we first try to fix this "touch up." They try, and they failed. He then calmly asks to have it painted. No questions, no push backs, and no problems with a smile and a "yes sir." They ended up painting the vehicle's hood and gave me a loaner.
This was by far an awful experience at a reputable luxury car dealership in town. This was the very first and last time dealing with this dealer. I hope not all Mercedes dealerships strive by this level of customer service. The thing that makes me so upset is not that you made a dent in my car, but that you didn't have integrity to accept your mistake and wanted to blame it on me and a rock. Had you admitted it, this would have been done and I wouldn't have made a big deal out of it. We have a Toyota and BMW. Neither of them has ever treated us like this!
My husband is the one who was able to pick up the finished car. He heads over straight from work at 5:30 and get there by 6:15pm....they close at 7pm. He goes into the department to find a girl in the back that has a computer error and cannot seem to release the car. On top everything we have been through. She goes to find Jose...who has left for the day.
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