I wanted to reach out and let you know of my terrible experience with the service department at your Mercedes dealership. I had an appointment at 8 am to drop my car off this past Thursday. This was to have the back rear light recall looked at as well as a B5 service and to have the check engine light diagnosed. My vin number was requested over the phone so that they would be ready by the time I dropped the car off.
On Thursday, nobody seemed to know what was going on. I was passed around from person to person. I was introduced the the counter person, then after being told she was "three deep", I was asked to wait in the waiting area. When I was eventually called to service, I was told that the rear light recall had already been handled in the US. This is false, it was simply checked during another recall that was handled in 2015. I had her check with you and she said you refused to have this handled, even though it is a safety issue. I was told that the B5 service and check engine light, plus the SRS system recall would be complete by the end of the day. I received a call late Thursday to let me know they wanted to keep the car overnight just to have the car driven and verified before releasing it. I agreed. I had an important event that night and I told Danielle Carroll that I needed the car back because I have a business trip on Monday morning. Danielle texted me while I was already at the even, at 3:43 pm to let me know the car was ready. She then called me at 4:50 pm to let me know I needed to pay the invoice ASAP or the car wouldn't be available for pick-up until Monday. I think she mentioned the call was recorded, and I hope it was. I told her this was unacceptable and she agreed that I could pay it the next morning and pick the car up from sales, as long as it was paid before 9 am. She let me know the B% service was done, minus the oil change, which I agreed to. She said the software was updated and the check engine light was cleared. I paid $880.66 without having access top the car to verify everything was handled. When I picked up the car Saturday afternoon, the check engine light was still on. Essentially, I paid $880 to have an air filter replaced. My tail light harness is still non-functional, my check engine light is still on and aside from wasting money, I wasted two and a half days without a car.
I texted Danielle yesterday and I have not heard back.
I am now having to drive to Buffalo to have handled what your dealership simply couldn't.
I will be sure to escalate this to Mercedes and will be inviting the press to understand my frustration with your team's lack of customer service, or care really. I have dealt with many car dealerships over decades, and I have never had such poor service in my life.
"Buyers be ware"