Your MB Dealership Experience...... - PeachParts Mercedes-Benz Forum

placo1 · #1 08-11-2003, 03:23 PM

Recently many have been bringing up the topic of "Good & Bad" MB Dealership and their overal experience. I thought I'd start a thread to discuss how we the customer have been treated. If everyone can include the state/region the dealership is located it would help others in future dealings.

I'll start with mine. (Sorry this is a long post)

12 Years Ago I lived in Upstate NY and only one MB Dealer existed within a 50 mile perimeter, that dealer was in Rome NY. At the time my 190 was serviced their and I received very poor customer service. They resented the fact that I didn't purchase the car from them and showed it. The dealer did a valve job on the car not once but twice because they messed up the first time, they didn't charge for the second time but they didn't offer a loaner car and tied up my car for 3 weeks! I remember having the sunroof belt replaced 3 times and charged each time in a 4 year span. Overall the owner (small dealership) was dishonest and out to make a fast buck. Several times they ordered parts incorrectly and then gave me a hard time when I went back to return it. I was never beligerant, always curteous so I never understood why they did this. Eventually MB cancelled the contract with the dealer and they took on VW, far mor suitable to the nature of this dealership.

At least they got what they deserved.

Second experience was with a dealership in Springfield, MA. I was surprised with the honesty and straightforward manner in which they acted. It was the exact opposite of my last experience. The last year I owned my 190 I brought it in for a checkup/service and was asking why my car with such low mileage (90K) was having so many problems. He went back to his office and came back with a shocked look. He showed me the records and I realized the car had more than double the mileage the odometer showed. (Rome dealer never brought this up) He suggested I trade it back to the selling dealer to avoid problems and get full value for the trade. What a nightmare and learning experience that was.

My third experience was in Carlsbad, CA after I bought the 500E. This dealership parts department has treated me with respect, honesty, excellent customer service and has extended a discount (didn't even ask for it!) for parts since I'm a regular. When I moved from the area and started dealing with a closer dealership in Escondido I realized I was spoiled. Poor customer service and dishonesty with the Escondido parts department have forced me to drive the extra 30 miles to Carlsbad for parts and possible service, at least I've found a reputable place.

So what's your experience?

blackmercedes · #2 08-11-2003, 03:44 PM

Neither of my local dealers would sell me a new Benz. One suggested that I give them $1500 before they'd talk to me to "prove" that I could afford a new Mercedes. The other simply handed me a credit app, told me to go home, fill it out, fax it back, and they'd call me to confirm that I could once again set foot on their property.

I called Hyatt Auto Gallery in Calgary, a three hour drive away. They wanted my business, and got it. Since then, my family has bought five MB's from them.

In dealer service departments I am treated like a moron and talked to like a child. They assume I know nothing about cars. Every time I develop a relationship with a service writer and they finally realize that they should tell me the real deal, they are replaced with some 18 year old kid that doesn't know his ass from a hole in the ground, but talks to me like I'm stupid and of course he knows more than I do since he's worked there for four hours.

Just this morning I was at the dealer as I'm having some sort of unusual "stumble" when accelerating hard from a stop. The kid asks for the keys so he can take my car for a rip. I ask if he will have any ability to diagnose the car, and perhaps a tech should be driving the car. I inquire (very politely) about his ability since I don't know him. Well, he realizes I'm on to him, and makes an appointment to have a tech drive the car.

Unless you are simply willing to drop your car off and leave them your credit card and never question any of the charges or repairs, forget it. Not welcome. And then they bitc# that people with older cars won't bring their cars there. Go figure.

engatwork · #3 08-11-2003, 06:19 PM

Quote:

dealership parts department has treated me with respect, honesty, excellent customer service and has extended a discount

Parts counter is the only place I visit

and I experience the same as placo1. The layout of the parts area is such that I park right in front and then drive through the area where the service customers drop theirs off. I always go through with a pretty smug smile

and drive slowly where everyone gets to enjoy a look at these old diesels.

jamesnj · #4 08-11-2003, 06:36 PM

BLACKMERCEDES, how were you dressed when you went into the first dealership in Edmonton? Not that how one dresses should make a difference.

My dad's friend went into a dealership and they didn't want to give him a brochure. He called a dealership in CA since he was going to be there on business and thought it'd be easier to test drive out there. He talked to some German saleslady who sent him a mountain of info. When he got to CA, he bought the car from her simply because she had been so kind when he was 3000 miles away and she knew he probably wouldn't buy from her.

He bent over backwards to buy from her and had to fight for the right because HQs said they didn't approve of customers buying outside of their region

suginami · #5 08-11-2003, 09:46 PM

My experience has been good and bad.

I have bought several parts from the MB dealer in Escondido, and they are very dishonest. The parts guy (Mike) doesn't play fair on returns. And if he reads this, he knows what I'm talking about. He refused a return on a $1,200 part that was not installed and returned in the original box. He claimed it was "installed", when it clearly wasn't.

I was treated like a leper at the MB dealer in Covina, California, on my first visit for service. I used to work in Paramount, and serviced my car at the MB dealer in Long Beach, and was always treated well.

At Penske, I made an appointment and drove in at the alloted time, and I was ignored. After waiting for 20 minutes and have every sales person ignore me, I asked to speak to the manager, and he didn't believe that I had made an appointment. They didn't have one scheduled for me. He asked for the name of the girl that I spoke to, and of course I couldn't remember her name. Does anyone normally write down the name of the receptionist that answers the phone when scheduling appointments? He reluctantly honored my appointment, and my car was serviced. They finished the car on time, but it was the last time I went there.

I have bought parts from Caliber Motors in Anaheim, and have always been treated well.

Go figure...

dtkw · #6 08-11-2003, 10:02 PM

We bought our BMW from Beverly Hills BMW and they shipped to IN with the paper works and we registrated the car here. They did that all the time, we were told. I have never had a bad experience with the sales people at the dealers. I don't dress well but it was in CA anyway, they have more competition there. So, services are usually better. Here in IN, I still get decent services at the sales mainly they're never busy and they probably saw me driving my coupe in for services. While I was waiting, I always went to the showroom to look at others. Everytime, someone would come up and asked if I could be helped.

The Warden · #7 08-11-2003, 10:28 PM

I've never bought a car from a dealer, and do all of my own maintenance, so my experience has been limited to the parts counters at three dealerships. One is Park Ave Motorcars here in Palo Alto, one is Autobahn Motors in Belmont, and the last is Smythe European in San Jose.

Of these, my favorite is Smythe European. I've only been there a couple of times (it's a half hour drive from here), but they've always been kind, courteous, and have gone out of their way to help me.

Autobahn is a close second, although one of their parts guys tried to sell me an oil filter for a 300E once...I wish more people knew the phonetic alphabet; that way I could just say "300 Delta" without people looking at me like I've grown another head.

However, I've had some relatively bad experiences at Park Ave. The people there tend to be rather snooty, and they always overcharge for parts compared to the other dealers. It's frusturating 'cause they're a 3 minute drive away.

I do try to get my parts from Fastlane, though, unless I need it in a hurry or the cost-to-ship doesn't justify the lower initial cost. I also get my oil filters from the dealer...but I do that with every vehicle; I used to get oil filters for the truck from the Ford dealer until I found out that Walmart has the exact same Motorcraft (Ford's OEM) brand oil filter for half the price...

BenzOnline · #8 08-11-2003, 10:32 PM

LOL perfect timing as I just got back this evening with my parents from test driving the c240 and the c320 to compare performance. At the MB dealer here in my area, we were treated fairly well and as soon as we stepped into the showroom a salesman came along and helped us. My dad told him we want to take out the 2 cars and he promptly got the keys for them and let us have them ourselves without him coming.

The salesmen dont joke around and barely smile which I seen in every MB dealer but I dont find it bad but sometimes I find it "snobbish".

blackmercedes · #9 08-11-2003, 10:41 PM

Quote:

Originally posted by jamesnj
BLACKMERCEDES, how were you dressed when you went into the first dealership in Edmonton? Not that how one dresses should make a difference.

I was wearing a $2500 Hugo Boss suit and driving an electric blue Porsche 911 Turbo. I was 31 and maybe they figured I borrowed my Dad's clothes and car?

dtkw · #10 08-11-2003, 11:33 PM

Now I remember one incident from the salesperson I did not buy from. He's a fellow church goer of my ex-brother-in-law who worked for Penske Motors in EL Monte? Forgot exactly where they were. While my brother and I were shopping, we went over there and they couldn't meet the prices that Caliber Motors offered, not much but it's money. So, we bought the cars from Caliber in Anahiem Hills. A few weeks later, the guy from Penske called and found out we already bought our cars and he was pretty pissed, I could tell. Then he stared making prank calls to my home. Perhaps one thing my brother-in-law did not tell him was that I worked for the Fed, LOL. They had my phone monitered and tracked him down when he called again. I think they must had knock on his door because after that, no more call. To me, a fair warning is good enough as long as he stopped. Because his wife just gave birth to a child and I would hate to ruin a new family for this childish behavior.

Cannoli · #11 08-11-2003, 11:34 PM

Quote:

Originally posted by placo1

My third experience was in Carlsbad, CA after I bought the 500E. This dealership parts department has treated me with respect, honesty, excellent customer service and has extended a discount (didn't even ask for it!) for parts since I'm a regular.

... forced me to drive the extra 30 miles to Carlsbad for parts and possible service, at least I've found a reputable place.

Ditto here too, sort of

!

Okay, I'll say it ... Hoehn Mercedes-Benz of Carlsbad, California is GREAT .

From the Service, Parts, Courtesy Car and yes, the Technicians themselves, do a great job.

Some of the local W124.036 owners take there cars to Hoehn because of the Technicians' knowledge (Lead Tech - Hoelger ... German ... 20+ years exp. .... German accent - Say No More!)

I've been to the new site of San Diego MB ... Penske owned ... just for parts ... no discounts

... and simple parts like brake pad lube (individual packaging) they've been out of ... hmmmm

nthach · #12 08-12-2003, 01:31 AM

Out of the three dealers i went to, I can safely say Stead Motors in Walnut Creek off Parkside Drive has a great parts department, and a even better service department, they even gave me a supply of sunroof lube, and i had a 1/2 hour long convo with one of the older service advisors, he was amazed that I was gonna tackle this job. I deal with RAB Motors in San Rafael the most, OK service department, but the parts people always respond to me, since i usually know what i need. I'd say my parts business goes to Stead Motors, even though my school is located not far from RAB, my house is closer to Stead.

jamesnj · #13 08-12-2003, 03:06 AM

BLACKMERCEDES, I have to ask: what kind of shoes were you wearing the day you went into the dealership?

31 is old enough to warrant attention. Now, when we were 16 we used to go into dealerships and get ignored, but looking back on it that's kind of understandable. At 21, you still get ignored

To the others who had trouble getting attention from salesmen, do you think your race had anything to do with how you were treated? I heard that blacks and hispanics dont get good service at dealerships in general and end up paying a lot more than the general population for cars

blackmercedes · #14 08-12-2003, 10:58 AM

Quote:

Originally posted by jamesnj
BLACKMERCEDES, I have to ask: what kind of shoes were you wearing the day you went into the dealership?

Either Cole Hahn or Lorenzo Banfi. Probably my Banfi loafers. Still wear those shoes once in a while as they are soooooo comfy.

dmorrison · #15 08-12-2003, 01:23 PM

Well, with 23 years of owning Mercedes. I've seen it all.

The first story is from my Father-in-law. His friend and boss, who is very well off, He has created and owned 11 companies. Went into a Mercedes dealer on a Friday after fishing on his boat all day, so you can pretty much figure out how he looked and smelled. It was a 52' cabin cruiser, not a dingy. He was looking for 11 cars for the executives of his companies. Mercedes ignored him. He went across the street to the Cadilac dealer. The first sales person he met ignored him. He asked the receptioninst who the newest salesman was and talked to him. He bought 11 Eldorado convertibles from him. Don't judge a book by its cover.

While a junior in college I went to the Mercedes dealer in Raleigh NC. Can't remember there name. I went there quite a few times to drule over the cars. This is 1974. I finally asked one of the salesmen, who I had talked to quite a bit, about a test drive. He took me and my freind out in a 240D. He had the right attitude. He new I could not afford it now But I might in the futrue. And he treated me with respect.

Move forward in time. IN 1980 I bought my first Mercedes a 1970 220D. The dealer in Fayettville NC treated me well, But a 220D doesn't go to the dealer very often. Additionally I was flying to Germany in the AF reserves and would buy my parts from the dealer in Darmstat on layover. 1/3 the cost of US prices for the same part.

I have been going to ******** in Plano, Texas since 1981. Actually they have built and moved through 3 buildings and locations since I started going to them. I have over the time built a good relationship with 3 of the service advisors there and they know I work on the cars and know Mercedes. Robert Schnieder is their top and best service rep there. The parts department has always "taken care of me" For years I have had an "account" with them that gives me a discount on parts. The Manager there has known me since 81 and knows I have 2-4 Mercedes at a time.
I have always been happy with ********. The few screwups that have accured have always been taken care of and I can only recall 3 screwups in all those years of service. Teh special " account " was good until I found 1. Caliber Motors and the MBCA discount. and 2, Fastlane now that the cars are older I can get parts aftermarket.

Since 1996 or so I have been going to Beck imports in the mid-cities of the DFW area. They are now Park Place mid-cities. Its been quite an experience. Their service advisors have been good and bad. I got to know the shop forman, a good guy, and learned who the most knowledgable advisor is. Actually had one of their long time advisors ask if my 300TD was a gas or diesel. To the uninformed, the 300TD Station Wagon, with the 5MPH bumpers which tells you its a US model not an import, has never been imported as a gas model, never. I may be old fashion, but I feel a service advisor at a dealer should know the Mercedes models. I think It expreses 2 items. 1. The dealers don't see the older models--maybe due to the dealer rates, or 2. This particular service advisor doesn't do his homework, and doesn't know the Mercedes line.
The one event I love was buying the new 99 E300 in the summer of 99. I had a female salesperson. I knew more about the Mercedes line than she did. Not just a little, A lot more, She really did not know the product line. I wanted and expected a price lower than sticker. We started negotiating and I offered $100 above invoice. She wouln't even take it to the manager. I finally made her do it. I explained that I could fly to Germany and get a discount. ( I fly for American Airlines) But they would not budge off sticker. So I said I would buy it somewhere else. Its easy I can fly anywhere in the country on American. She informed me that I could not do that, I had to buy it form them. That really floored me. I looked at her puzzled. I they asked her when we had become a comunistic state. She looked puzzled. As far as I know we are not a police state and can buy any thing, thats legal, anywhere we want at any time we want. My wife and I walked out of the dealer.
We bought the 99 E300 for Garlyn-Shelton Mercedes in Temple Texas. They were great. I found, bought and payed for the car all on the phone. We drove down to pick it up and they treated us great, even though I have never been back.
Over the last couple of years I have had Park Place do the service on the 560SL and E300. Finally 2 years ago I left and only go back for an occasional part that I need while im the middle of a job, you know that seal that you need, that you didn't' order because you didn't know about it etc.
My service will be at a place right next to the dealer. Its call Zims, an independent service center for German cars. I have had a few contacts with them and I like what I see. I also have recieved high recommendations from a couple of pilots who use them.
By the way I had the E300 at the dealer, to get a part, and the female salesman remembered me and asked if I was still interested in a car. I pointed to the E300 and said, " you loose, I got it at Garlyn-Shelton in Temple. She was not happy. But I didn't care.

Ive seen quite a deterioration in service over the last 23 years of ownership and 26 years of contact with Mercedes. they need to clean house or the profit and growth potential with be very poor.

Dave