Sue Williams

Terrible Service for Smart car My grandparents bought a Smart car from here and we have had a terrible time with their service department. In December of 2018, Susan Williams (the My grandparents bought a Smart car from here and we have had a terrible time with their service department. In December of 2018, Susan Williams (the Smart brand manager at the time) and Ric Bennett (parts manager) told us we could come get snow tires put on the Smart car. We planned it far ahead in advance with them, but then after we drove 1.5 hours to get there and waited a couple of hours for them to realize their mistake, they informed us that they had the wrong tires and what they ordered for us didn't fit our car. They couldn't even find the correct tire size and recommended having the tires changed in New York at a different Mercedes-Benz location since I was going to be driving the car up that way. A good portion of our day was wasted on this, but oh well, mistakes happen. A few months later, however, the car needed maintenance so I emailed Ric Bennett to ask if the car was on a maintenance plan with them. He replied "there is no record of any maintenance plans", so I had some minor work done at a private shop that cost me about $600. Fast forward to a few days ago, the car needs some more minor work done. I go through some old paperwork and find that my grandparents paid $2,600 for a "service contract". I emailed Susan to ask what this cost was for since Ric had already told me the vehicle wasn't on any plan, but Susan tells me that the vehicle is in fact on an extended warranty plan. Not only that, but the car is still under factory warranty. This is great news, except the previous work that I paid $600 for (at a private shop after I was told by Ric that the car had no maintenance plan) means that the warranty is now invalidated and Mercedes-Benz won't work on the car under warranty. I asked Susan if an exception could be made since they were the reason I brought the car to a private shop after they wrongfully told me the car was on no plan, but she denied my request. Some of the blame falls on my shoulders for not being aware of what my grandparents purchased when they bought the car, but I thought I could trust the Mercedes-Benz employee when he told me that the car had no maintenance plan. The service department has failed me twice now, can't be trusted to provide reliable information, and is not able to correct their mistakes. Susan has been prompt and helpful, but if Ric Bennett is still an employee here, I highly recommend requesting anyone but him. I've seen that Mercedes-Benz reads their reviews here, so if they read it, the car is under Jean Harrison's name. I am happy to provide more information if this is something that can be resolved. More

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Mr. Williams a Great Sales Rep. At first, I was not happy,my car needed repairs after 7 days, amicably handled. I walked away happy and secure about my purchase. happy,my car needed repairs after 7 days, amicably handled. I walked away happy and secure about my purchase. More

by yparker541 Verified Customer Verified Customer

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Sue Williams is the absolute best! We have leased 2 different Smart Cars over the past 6 years. One of the absolute best parts of this experience has been working with Sue Williams for We have leased 2 different Smart Cars over the past 6 years. One of the absolute best parts of this experience has been working with Sue Williams for our annual maintenance and other service-related concerns. Sue is friendly, professional and efficient, and she goes above and beyond to make sure that we are satisfied with each visit. We absolutely and without reservation recommend her! More

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Great cars ,great staff and great public relations From The moment that I laid eyes on that beautiful car the staff did the rest with their outmost best This is the second time around . my daughter From The moment that I laid eyes on that beautiful car the staff did the rest with their outmost best This is the second time around . my daughter had bought a smart car and she absolutely loves it I will definitely recommend Mercedes-Benz As the best dealership. This service department is the best also! Friendly,prompt and effective. More

by INGRIDH1980 Verified Customer Verified Customer

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great always someone too assist you very customer friendly and a very nice sitting area just needs a tv so customers do not get anixious about waiting in always someone too assist you very customer friendly and a very nice sitting area just needs a tv so customers do not get anixious about waiting in service areas. More

by DATSADEAL Verified Customer Verified Customer

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