Crown Eurocars

Crown Eurocars responded

Criss, Congratulations on your new vehicle! We are delighted to hear that Calvin was able to find a vehicle that was right for you and at the right price! Please let us know if we can assist you with anything else, we would love to help.

Crown Eurocars responded

Jess, You came in last Saturday and I sat down with you in person to listen to the issues concerning your vehicle. I acknowledged that I understand where you are coming from as a consumer and therefore, I offered to trade your lease in for your current payoff thus covering your negative equity so you would not have to roll it into the new lease. I then presented you with multiple lease quotes with discounts on the new vehicle at our cost again to help assist with getting your payment as low as possible.. The vehicle that you currently have was a retired 2024 service loaner that we had written down during its time as a service loaner. We passed those savings to you on top of giving you all the dealer cash we had at the time as there was a special incentive the month you leased it. This is why your payment is so low on that vehicle. Mercedes Benz will offer different types of incentives on different models throughout the year. These change monthly and depend on the model year, model, and trim. Last month, the only 2024 vehicles we had in stock that were eligible for leasing were the CLE, GT53 and EQs. The 2024s have the most in incentives which helps with decrease the lease payment. You did want an EQ. I presented the CLE however the configuration did not work for you. I presented the best possible offers I could on multiple 2025s in stock pricing them at our cost including all customer and dealer incentives. The national ads that you are seeing are on base models, the payment does not include any fees or tax incorporated in the payment and it requires cash down. I assure you that on top of offering to pay off your current lease I used everything I had to get the payments as low as possible to help assist you. During our conversation I also explained to you what we can and cannot do concerning the issue you were having with your vehicle trying to be as transparent as possible. I explained to you to call Mercedes-Benz customer service and open a customer case voicing your concerns and that I would be more than happy to offer you a service loaner and have your vehicle driven by one of our technicians to try and duplicate the issues. I explained to you that the first step for us must be to duplicate what the issue you are having with the vehicle. You stated that the issue does not occur unless you are driving it for 65 miles to which I stated that we will do so in that case. We provided you with a loaner vehicle and our tech is supposed to drive your vehicle on Monday. Saturday was the first day I met you and the only time we have interacted. Jess, I was very sincere with you, and I offered you every option possible as a solution. I offered to pay off your lease, I offered you multiple lease quotes at our cost including all customer and dealer incentives. When that did not work, I offered you a service loaner and for our tech to drive the vehicle for 65 miles to try and duplicate your concerns so we can analyze the issue and fix it. Melisa has been in constant communication with you since you left the dealership. I do not quite understand where we fell short and represented “the lack of accountability, communication, and transparency” in this situation but I would be more than happy to discuss with you. Michal Niezbecki General Manager

Jess responded

Thank you for your response, Michal. While I appreciated our initial meeting, several important points are missing that highlight the lack of accountability and follow-through I’ve experienced: - My vehicle has now been in the shop twice in the two months I’ve had the car, totaling nearly two weeks, for a stalling issue while driving and a recurring check engine light — both serious concerns. You mentioned you'd follow up with vehicle options once cars came out of service, but I emailed you twice after that with no reply from you. - I asked about multiple vehicles, including base models, and was quoted prices well above national promos, even for similarly equipped configurations. - You told me a technician would drive my car a longer distance to replicate the issue. But when service contacted me, they were preparing to return it without doing that — and I had to tell them because they had no idea. I’m unclear why I, and not you, had to follow up on something you committed to. That’s exactly what I mean by a lack of follow-through and accountability. - The only proactive outreach I’ve received in this entire process from the dealership was after I posted this review — and the focus of that call was on the visibility of my feedback, not resolving the vehicle issue. I also find it disappointing that you’ve responded here publicly but have yet to respond to me directly. The safety concern remains unresolved, and I’ve had to continually follow up on things the dealership said it would handle. That’s the core of my frustration — and what I meant in my original review and in my open case with MBUSA. I remain open to a resolution, but the burden should not be on me to chase it down.

Crown Eurocars responded

We appreciate you for leaving Victor this remarkable review and recommendation! We are honored to have had the opportunity to work with you and we are glad that Victor provided you with top notch service. We are delighted to know that he made your experience great and was helpful. We sincerely congratulate you on your new vehicle- behalf of the entire Crown Eurocars team!

Crown Eurocars responded

Nicholas, Providing white glove service is so important to us here at Crown Eurocars and we are glad that Victor's efforts met your satisfaction! We are thrilled to know that he was super helpful and very easy to work with. Congratulations on your new vehicle- behalf of the entire team!

Crown Eurocars responded

Brad, We are grateful for you leaving Victor this exceptional review and recommendation! We are pleased to know that he is excellent and made the process simple/easy. We warmly congratulate you on your new vehicle- behalf of the entire Crown Eurocars team!

Crown Eurocars responded

Kim, We appreciate you for leaving Victor this stellar review! We are delighted to know that he took care of all your needs. We look forward to working with you again in the future. We sincerely congratulate you on your new vehicle- behalf of the entire Crown Eurocars team!

Crown Eurocars responded

Marcello, Thank you for leaving us this incredible review! We are happy to know that our team was friendly, went above/beyond your expectations and provided you with exceptional service. Congrats on your new vehicle- behalf of the entire Crown Eurocars team!

Crown Eurocars responded

Providing impeccable service is so important to us here at Crown Eurocars and we are glad that Victor's efforts met your satisfaction and high recommendation! We are thrilled to know that he was knowledgeable, patient, took the time to understand what you were looking for, was professional and friendly. Congratulations on your new vehicle- behalf of the entire team!

Crown Eurocars responded

Miguel, We are grateful for you leaving Andy this flawless review! We are pleased to know that he went above and beyond for you and made your experience from ok to happy customer. We look forward to continue serving you in the future when the time comes.

Crown Eurocars responded

Thank you for leaving Zoltan this incredible review! We are happy to know that he was very attentive and customer focused. We look forward to working with you again in the future. Congrats on your new MB- behalf of the entire Crown Eurocars team!