Terrible overall experience.
Here’s a glimpse into my deadline with the dealership.
- leased a NEW 2018 c300 April 2018
- during the buying process, everyone was great (rightfully so, they're trying to close the sale)
- they kept pushing me to add a review within the week of purchase, etc. They even went as far as telling me which ratings on a scale of 1-5 or 1-10 to give them. They asked for both a Google review and a MB automated survey review that I would receive via email. I found it quite odd that they felt the need to tell me what ratings to give them, but nonetheless, at the time, service was good.
ISSUES on a new vehicle:
- had to bring the car in for service/repairs around 7-8 times for the brakes. Brake pedal was sticking and grinding. Brakes were making a very loud squealing noise no matter the weather or driving conditions.
- they ended up replacing the brakes THREE TIMES, keeping in mind I have had this car for less than 7 months at that time.
- once we finally fixed the brakes, or so it seems, now the check engine light is on and I'm waiting for parts to be ordered so they can repair this issue as well.
Almost every time when I brought it in for repairs it was a struggle for me to get a loaner car that they advertised like no tomorrow during the sale process. It was either they didn't have one for me, or they gave it away to another customer 5 minutes before I walked in to drop off the car (which is doubtful), etc. Imagine going in at 7am to drop off your car to get repaired for the same issue 5 times, and realizing you have to find another way to get to work for the few days they need to keep the car there.
It wasn't until after I escalated the issue to the manager that I discovered the loaner car program is only if they're available, which is not something the sales rep or finance manager told me at the time of sale.
So, selling based on false promises... That's great customer service!
In addition to all this, the MB head office isn't any help when it comes to dealing with issues.
When I would drop the car off for repairs, it would be for days. As you can imagine they need to replicate the issue in order for them to work on or repair the car. When I dropped it off, I had one bar less than a full tank of gas and when I picked it up one of the managers, Patrick, said he” threw $20 in there to cover me” for him driving my car to Stitsville a few times to replicate the noises. I explained to him that it wasn’t about penny pinching, it’s about the principle. My car was almost full and I’m expected to accept $20 of premium gas… Patrick was not helpful and was very defensive. He also explained it’s not protocol for the dealership to replenish your gas after bringing it in for repairs.
The Finance manager, JP, is hard to get a hold of when I had questions for him about the warranties and extended coverage, etc.
The Sales manager, Ghislain, was relaying information to me that wasn't correct, and this was confirmed via their head office.
The sales rep, Alan, mistakenly called me before all the brake issues were happening and told me there's been a recall on the c300 brakes. When I called him back to get more information, he pretended like he never called me or said anything of that nature, which again, is very strange to me. I have a feeling there was a recall on the brakes and it was an internal FYI that wasn't meant to be shared with customers.
Marco and Trevor have been the only helpful ones during the whole process, so kudos to them for having to deal with disgruntled customers passed off from their colleagues.
All this being said, I understand we all have jobs and rules to follow in our companies, however, the way everyone involved went about this has been very disappointing, especially for a luxury brand.
I wouldn’t ever recommend this dealership to anyone in my network.