I purchased my 335xi new at this dealership, on the BMW side, in 2008. It is in immaculate condition with less than 41,000 miles having been garaged since new. As it was time to upgrade with a growing family I'd been looking online at all dealerships in the area, but found the GL450 we wanted here. We called and scheduled a test drive of the vehicle and to have my car appraised. At this point we've already taken test drives in a new Yukon Denali as well as an Infiniti QX80 so we have multiple appraisals. Knowing full well that trade-in value is never what one expects, the offer from the dealer where I'd originally bought and done much of the service work was 30-50% less than other offers. While I was not happy, this was the vehicle my wife wanted to I continued to work with the client advisors and forwarded the other appraisal per their request. Through telephone conversations and emails, we agreed to a price higher than I liked, but workable with the interest promotion running at the time for Certified Pre-Owned Mercedes-Benz.
After some discussion with the wife, we agreed to move forward. We called the dealership and spoke to our client advisor, confirmed the vehicle was still there and that the deal plainly written in the email exchange was still valid. We were told to come down to the dealership and we would write up the paperwork. We arrived less than 30 minutes later and our advisor was tied up with another customer. We said no problem, we'd get the vehicle ready and my pregnant wife and I proceeded to clear all personal effects out of my vehicle. We'd just finished and I was starting to remove the ski rack when the sales manager came out, in the dark and in the parking lot, without even inviting us in, rudely pulled the deal off the table and said he'd need an additional $3,500; this was more than the original offer written up by the same sales manager at the first test-drive and appraisal 5 days prior! My wife, an attorney, was incredulous and feels that at least in good faith they should have honored the deal agreed to in writing and legally they should be bound as we had an implied contract; offer made and accepted.
I have this offer clearly written in the email. Later that evening I wrote both Steve O., the business manager for MB of Denver, and also to their corporate headquarters, Sonic Automotive, explaining the situation and including said email with the agreed to price stated by the dealership, not me. We have yet to receive even an acknowledgement or an apology. In my business I negotiate in good faith and honor my agreements, both verbal and written. Clearly this business neither adheres to its own creed "...committed to providing our customers with an outstanding automotive experience; delivered with professionalism, integrity and enthusiasm" nor its stated commitments of "Maintaining the highest standards of ethical conduct"; both stated on their corporate website. Certainly what my wife and I experienced was not professional and was absolutely without integrity or ethical conduct.
I cannot state strongly enough our disappointment regarding Mercedes-Benz of Denver's business practices regarding false agreements, unfaithful negotiating practices, and a clear bait and switch at the close of an agreed to deal. If you're looking for a vehicle, we'd emphatically recommend you take your business elsewhere. I'm regretful that I gave them my business in 2008.