I have been a Mercedes customer for many years and am currently in process of completing a lease on C300 coupe. Over the course of the past year, my interactions with Lone Star Mercedes were less than ideal, but on August 11, 2020, I experienced a situation that demonstrated a clear lack of integrity, honesty and customer service.
My current lease expires on October 15, 2020 and I had arranged a meeting with the sales adviser to discuss my options. The advisor (Nicholl Mohammed) recommended against buying out my vehicle in attempt to secure a new sale commission. She then proceeded to outline charges I would incur if I chose any other option. She further informed me that the car had been inspected by the used car manager (Mitch Amos) and for example, all four car tires would need replacement at a total cost of $2,200.00.
In addition to a litany of issues with the vehicle, my car was most recently serviced on May 27, 2020 whereby one of the back tires was replaced with a new tire. Approximately one week ago, another one of my tires was replaced (at my cost of $550). Knowing the poor reputation of the service department and questionable “advice” I was provided during the last year, I asked Ms. Mohammed to confirm the information / vehicle condition whereby she reconfirmed that I needed to pay for four new tires.
With two new tires (one installed within less then 2-month period and the second one within days I believe it is completely unethical and unacceptable to suggest a replacement of all 4 tires and a charge of $2,200. This is why I asked for a reconfirmation to ensure there was no misunderstanding or mistakes made. While we have become accustomed to car dealerships attempting to extract every dollar for our luxury vehicles, the level of deception here is without parallel. This is but one example of the complete absence of customer service and integrity exhibited by personnel at this dealership.
Moreover, when I brought the issue to the attention of the General Manager of Lone Star Mercedes, I received a misogynistic and unprofessional “brush off” along with a sanctimonious suggestion that they were beyond reproach with the better business bureau and AMVIC. Evidently the plethora of poor ratings on various websites have given them no pause for concern but deception and fraud is where one expects a line should be drawn.